EP3175413A4 - System and method for case-based routing for a contact center - Google Patents
System and method for case-based routing for a contact center Download PDFInfo
- Publication number
- EP3175413A4 EP3175413A4 EP15826965.4A EP15826965A EP3175413A4 EP 3175413 A4 EP3175413 A4 EP 3175413A4 EP 15826965 A EP15826965 A EP 15826965A EP 3175413 A4 EP3175413 A4 EP 3175413A4
- Authority
- EP
- European Patent Office
- Prior art keywords
- case
- contact center
- based routing
- routing
- center
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Withdrawn
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0201—Market modelling; Market analysis; Collecting market data
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
Landscapes
- Business, Economics & Management (AREA)
- Accounting & Taxation (AREA)
- Finance (AREA)
- Strategic Management (AREA)
- Development Economics (AREA)
- Engineering & Computer Science (AREA)
- General Business, Economics & Management (AREA)
- Physics & Mathematics (AREA)
- Marketing (AREA)
- General Physics & Mathematics (AREA)
- Economics (AREA)
- Theoretical Computer Science (AREA)
- Entrepreneurship & Innovation (AREA)
- Game Theory and Decision Science (AREA)
- Data Mining & Analysis (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Applications Claiming Priority (4)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US14/450,190 US9781270B2 (en) | 2014-08-01 | 2014-08-01 | System and method for case-based routing for a contact |
US14/450,195 US9848084B2 (en) | 2014-08-01 | 2014-08-01 | Adaptable business objective routing for a contact center |
US14/450,194 US9350867B2 (en) | 2014-08-01 | 2014-08-01 | System and method for anticipatory dynamic customer segmentation for a contact center |
PCT/US2015/043007 WO2016019194A1 (en) | 2014-08-01 | 2015-07-30 | System and method for case-based routing for a contact center |
Publications (2)
Publication Number | Publication Date |
---|---|
EP3175413A4 true EP3175413A4 (en) | 2017-06-07 |
EP3175413A1 EP3175413A1 (en) | 2017-06-07 |
Family
ID=55218333
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
EP15826965.4A Withdrawn EP3175413A1 (en) | 2014-08-01 | 2015-07-30 | System and method for case-based routing for a contact center |
Country Status (6)
Country | Link |
---|---|
EP (1) | EP3175413A1 (en) |
KR (1) | KR101944642B1 (en) |
CN (1) | CN106797382B (en) |
AU (3) | AU2015296176B2 (en) |
CA (3) | CA2960043C (en) |
WO (1) | WO2016019194A1 (en) |
Families Citing this family (6)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US11399096B2 (en) * | 2017-11-29 | 2022-07-26 | Afiniti, Ltd. | Techniques for data matching in a contact center system |
CN108446174B (en) * | 2018-03-06 | 2022-03-11 | 苏州大学 | Multi-core job scheduling method based on resource pre-allocation and public boot agent |
CN108768834B (en) * | 2018-05-30 | 2021-06-01 | 北京五八信息技术有限公司 | Call processing method and device |
CN112416701B (en) * | 2020-09-07 | 2023-02-17 | 上海哔哩哔哩科技有限公司 | Service data monitoring method and device, computer equipment and readable storage medium |
CN112367434B (en) * | 2020-11-11 | 2022-04-12 | 国家电网有限公司客户服务中心 | Automatic distribution system for power grid customer service operation resources |
US20220365861A1 (en) * | 2021-05-13 | 2022-11-17 | The Fin Exploration Company | Automated actions based on ranked work events |
Family Cites Families (12)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20040098274A1 (en) * | 2002-11-15 | 2004-05-20 | Dezonno Anthony J. | System and method for predicting customer contact outcomes |
US20040264677A1 (en) * | 2003-06-30 | 2004-12-30 | Horvitz Eric J. | Ideal transfer of call handling from automated systems to human operators based on forecasts of automation efficacy and operator load |
KR100601885B1 (en) * | 2003-07-18 | 2006-07-14 | 강호석 | Call recommender system for outbound call center |
US20060062376A1 (en) * | 2004-09-22 | 2006-03-23 | Dale Pickford | Call center services system and method |
CN101341728A (en) * | 2005-05-17 | 2009-01-07 | 甲骨文***公司 | Dynamic customer satisfaction routing |
KR100738538B1 (en) * | 2005-07-22 | 2007-07-11 | 삼성전자주식회사 | Routing call center system and method |
US7936867B1 (en) * | 2006-08-15 | 2011-05-03 | Avaya Inc. | Multi-service request within a contact center |
US8903079B2 (en) * | 2008-01-28 | 2014-12-02 | Satmap International Holdings Limited | Routing callers from a set of callers based on caller data |
US8688557B2 (en) | 2010-09-29 | 2014-04-01 | Fiserv, Inc. | Systems and methods for customer value optimization involving relationship optimization |
US20140081687A1 (en) * | 2012-09-20 | 2014-03-20 | Avaya Inc. | Multiple simultaneous contact center objectives |
CN102915481B (en) * | 2012-09-26 | 2016-08-17 | 北京百度网讯科技有限公司 | A kind of method, device and equipment for user account is managed |
CN103813033B (en) * | 2014-02-19 | 2018-02-06 | 国家电网公司客户服务中心 | A kind of call route method and system |
-
2015
- 2015-07-30 WO PCT/US2015/043007 patent/WO2016019194A1/en active Application Filing
- 2015-07-30 CA CA2960043A patent/CA2960043C/en active Active
- 2015-07-30 KR KR1020177005400A patent/KR101944642B1/en active IP Right Grant
- 2015-07-30 CA CA3108013A patent/CA3108013C/en active Active
- 2015-07-30 AU AU2015296176A patent/AU2015296176B2/en active Active
- 2015-07-30 EP EP15826965.4A patent/EP3175413A1/en not_active Withdrawn
- 2015-07-30 CN CN201580053849.8A patent/CN106797382B/en active Active
- 2015-07-30 CA CA3108009A patent/CA3108009C/en active Active
-
2018
- 2018-10-30 AU AU2018256515A patent/AU2018256515B2/en active Active
-
2020
- 2020-11-06 AU AU2020264378A patent/AU2020264378B2/en active Active
Non-Patent Citations (1)
Title |
---|
No further relevant documents disclosed * |
Also Published As
Publication number | Publication date |
---|---|
WO2016019194A1 (en) | 2016-02-04 |
AU2020264378B2 (en) | 2021-12-23 |
CA2960043C (en) | 2021-03-23 |
AU2018256515B2 (en) | 2020-08-27 |
CA3108013C (en) | 2024-05-07 |
AU2020264378A1 (en) | 2020-12-03 |
AU2015296176A1 (en) | 2017-03-23 |
CA2960043A1 (en) | 2016-02-04 |
KR20170048366A (en) | 2017-05-08 |
AU2018256515A1 (en) | 2018-11-22 |
CA3108009C (en) | 2023-02-07 |
CA3108013A1 (en) | 2016-02-04 |
EP3175413A1 (en) | 2017-06-07 |
CN106797382A (en) | 2017-05-31 |
KR101944642B1 (en) | 2019-01-31 |
AU2015296176B2 (en) | 2018-11-22 |
CN106797382B (en) | 2021-02-09 |
CA3108009A1 (en) | 2016-02-04 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
EP3459672A4 (en) | Welding monitoring system | |
EP3385040A4 (en) | Robot system monitoring device | |
EP3178265A4 (en) | Systems and methods for dual-connectivity operation | |
EP3141051A4 (en) | Systems and methods for dual-connectivity operation | |
EP3245745A4 (en) | System and method for a message passing algorithm | |
EP3369536A4 (en) | Monitoring device for robot system | |
EP3100557A4 (en) | Systems and methods for dual-connectivity operation | |
EP3129903A4 (en) | Systems and methods for fault tolerant communications | |
EP3090416A4 (en) | Method and system for monitoring | |
EP3100578A4 (en) | Systems and methods for dual-connectivity operation | |
EP3201617A4 (en) | Asset-condition monitoring system | |
EP3112888A4 (en) | Secondary-battery system | |
EP3186025A4 (en) | Method and system for welding | |
EP3238893A4 (en) | Robot system | |
EP3090415A4 (en) | System and method for effecting a physical experience | |
EP3109013A4 (en) | Manipulator system initialization method | |
EP3300449A4 (en) | Method for establishing connection between devices | |
EP3172362A4 (en) | Systems, devices and methods for constructing and using a biomarker | |
EP3124786A4 (en) | State monitoring system | |
EP3204821A4 (en) | Contact lens and method for constructing a contact lens | |
EP3227007A4 (en) | Bottling system | |
EP3103221A4 (en) | Systems and methods for providing a multiple secure link architecture | |
EP3105965A4 (en) | System and method for connection rehoming | |
EP3175413A4 (en) | System and method for case-based routing for a contact center | |
EP3110144A4 (en) | Monitoring system |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: THE INTERNATIONAL PUBLICATION HAS BEEN MADE |
|
17P | Request for examination filed |
Effective date: 20170227 |
|
A4 | Supplementary search report drawn up and despatched |
Effective date: 20170411 |
|
AK | Designated contracting states |
Kind code of ref document: A1 Designated state(s): AL AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HR HU IE IS IT LI LT LU LV MC MK MT NL NO PL PT RO RS SE SI SK SM TR |
|
AX | Request for extension of the european patent |
Extension state: BA ME |
|
PUAI | Public reference made under article 153(3) epc to a published international application that has entered the european phase |
Free format text: ORIGINAL CODE: 0009012 |
|
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: REQUEST FOR EXAMINATION WAS MADE |
|
DAV | Request for validation of the european patent (deleted) | ||
DAX | Request for extension of the european patent (deleted) | ||
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: EXAMINATION IS IN PROGRESS |
|
17Q | First examination report despatched |
Effective date: 20190528 |
|
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: EXAMINATION IS IN PROGRESS |
|
STAA | Information on the status of an ep patent application or granted ep patent |
Free format text: STATUS: THE APPLICATION HAS BEEN WITHDRAWN |
|
18W | Application withdrawn |
Effective date: 20210930 |