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 PDF

Info

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Withdrawn
Application number
EP15826965.4A
Other languages
German (de)
French (fr)
Other versions
EP3175413A1 (en
Inventor
Todd HOLLENBERG
Bradley KRUG
Herbert Willi Artur Ristock
Charlotte TOERCK
Nikolay Korolev
David H. Anderson
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
Original Assignee
Greeneden US Holdings II LLC
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Priority claimed from US14/450,190 external-priority patent/US9781270B2/en
Priority claimed from US14/450,195 external-priority patent/US9848084B2/en
Priority claimed from US14/450,194 external-priority patent/US9350867B2/en
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Publication of EP3175413A4 publication Critical patent/EP3175413A4/en
Publication of EP3175413A1 publication Critical patent/EP3175413A1/en
Withdrawn legal-status Critical Current

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)
EP15826965.4A 2014-08-01 2015-07-30 System and method for case-based routing for a contact center Withdrawn EP3175413A1 (en)

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)

* Cited by examiner, † Cited by third party
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)

* Cited by examiner, † Cited by third party
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

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
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

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