System for creation and dynamic management of incoming interactions

System for creation and dynamic management of incoming interactions

A communications center system includes unsolicited inbound transaction traffic for routing to agents, one or more channels engaging visitors to the communication center other than interaction with a live agent, a profiling function for gathering information about the visitors to the communications-...

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Hauptverfasser: Korolev, Nikolay, Mezhibovsky, Vladimir
Format: Patent
Sprache:eng
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creator Korolev, Nikolay
Mezhibovsky, Vladimir
description A communications center system includes unsolicited inbound transaction traffic for routing to agents, one or more channels engaging visitors to the communication center other than interaction with a live agent, a profiling function for gathering information about the visitors to the communications-center, during the time the visitors are engaged in other than interaction with a live agent, a ranking function for ranking the visitors as to desirability for interaction, according to the information gathered, and an invitation function for sending invitations to transact to the visitors according to the ranking. The system monitors agent availability and the unsolicited inbound transaction traffic, and manages the invitation function to balance total traffic with agent availability.
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title System for creation and dynamic management of incoming interactions
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