Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills

Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills

The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming ca...

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Hauptverfasser: Flockhart, Andrew D, Foster, Robin H, Mathews, Eugene P, Ross, Jill K, Taylor, John Z, Thomson, Rodney A
Format: Patent
Sprache:eng
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creator Flockhart, Andrew D
Foster, Robin H
Mathews, Eugene P
Ross, Jill K
Taylor, John Z
Thomson, Rodney A
description The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.
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title Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
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