METHOD FOR PREDICTIVE ROUTING OF INCOMING CALLS WITHIN A COMMUNICATION CENTER ACCORDING TO HISTORY AND MAXIMUM PROFIT/CONTRIBUTION ANALYSIS

• US 20010011228A1
• Filed: 07/31/1998
• Published: 08/02/2001
• Est. Priority Date: 07/31/1998
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: SHENKMAN, GRIGORY
• Application Number:
  US09/127,284
• Publication Number:
  US 20010011228A1
• Time in Patent Office: Days
• US Class Current: 705/14
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A method for routing transaction requests in a hosted communication network comprises steps for preparing a customer data repository including specific customer data and customer transaction history, receiving a new transaction request, identifying the initiator of the transaction request, consulting the customer data repository and determining potential profitability of a new transaction based on the transaction request according to the repository information, and routing the transaction request to an available resource based on the identified potential profitability. To accomplish the method a router accesses categorized information concerning customer demographics, transaction histories, product preferences and the like, and applies formulas developed to determine a profit potential for each incoming transaction request. In some embodiments product promotions are included in the process.

Claims

1. A method for routing transactions in a hosted communication network, comprising steps of;

(a) preparing a customer data repository including specific customer data and customer transaction history;

(b) receiving a new transaction request;

(c) identifying the initiator of the transaction request;

(d) consulting the customer data repository and determining potential profitability of a new transaction based on the transaction request according to the repository information; and

(e) routing the transaction request to an available resource based on the identified potential profitability.

2. The method of

claim 1

wherein the hosted communication network is a telecommunication call center.

3. The method of

claim 1

wherein, in step (a) past customers are assigned a category based at least in part on demographics, in step (d) customer category is retrieved, and in step (e) routing decision is based at least in part on customer category.

4. The method of

claim 1

wherein the data repository tracks customer transaction history at least in part on product choices, the method further comprising a step for matching a customer'"'"'s product choices with active product promotions from a product database, and using the result as at least a partial basis for routing in step (e).

5. The method of

claim 4

wherein, after routing, the product information is used in selecting scripting for directing an agent in interaction with the customer.

6. The method of

claim 1

further comprising a step for a constraints check after determining potential profitability in step (d), and overriding routing if suggested by the constraints check.

7. The method of

claim 6

wherein the constraints check includes one or more of cost, service level, or regulatory requirements.

8. The method of

claim 1

wherein, in step (d) the customer identified is not found in the data repository, further comprising a step for routing the transaction request to a resource adapted to solicit information from the customer for adding the customer to the data repository.

9. An intelligent router in a telecommunications network for determining routing to available resources of an incoming transaction request from a customer, comprising:

an identifier adapted to determine the identity of the customer;

a data collector for consulting a data repository including customer transaction histories and retrieving information about the identified customer;

a determinator for assessing potential profitability of a transaction based on the transaction request; and

a routing selector for selecting a resource for routing the transaction request based on the assessed potential profitability.

10. The intelligent router of

claim 9

wherein the data repository includes a category for the identified customer based at least in part on demographics, and the category is used as at least a partial criteria in routing.

11. The intelligent router of

claim 9

wherein the data repository tracks customer transaction history based at least in part on product choices, the determinator matches a customer'"'"'s recorded product choices with active product promotions from a product database, and the routing selector uses the result as at least a partial basis for routing.

12. The intelligent router of

claim 9

wherein, after routing, the product information is used in selecting scripting for directing an agent in interaction with the customer.

13. The intelligent router of

claim 9

wherein the router makes a constraints check after determining potential profitability in step, and overrides routing if suggested by the constraints check.

14. The intelligent router of

claim 13

wherein the constraints check includes one or more of cost, service level, or regulatory requirements.

15. The intelligent router of

claim 9

wherein, if the customer identified is not found in the data repository, the transaction request is routed to a resource adapted to solicit information from the customer for adding the customer to the data repository.

16. A multimedia transaction center, comprising:

switching and routing apparatus for receiving and distributing transaction requests to available resources;

a data repository storing customer data including at least demographics and transaction history; and

an intelligent router for determining best routing for incoming transaction requests;

wherein the intelligent router identifies initiators of incoming transaction requests, consults the data repository, determines potential profitability of transactions based on the transaction requests, and routes the transaction requests to available resources based on the determination of potential profitability.

17. The multimedia transaction center of

claim 16

wherein, in the data repository customers are assigned a category based at least in part on demographics, and the intelligent router uses the category at least in part for determining routing of the incoming transaction requests.

18. The multimedia transaction center of

claim 16

wherein the data repository tracks customer transaction history at least in part on product choices, and the intelligent router uses the history of product choices at least a partial basis for routing.

19. The multimedia transaction center of

claim 18

wherein, after routing, the product information is used in selecting scripting for directing an agent in interaction with the customer.

20. The multimedia transaction center of

claim 16

wherein the intelligent router makes a constraints check after determining potential profitability, and overrides routing if suggested by the constraints check.

21. The multimedia transaction center of

claim 20

wherein the constraints check includes one or more of cost, service level, or regulatory requirements.

22. The multimedia transaction center of

claim 16

wherein, if the customer identified is not found in the data repository, the transaction request is routed to a resource adapted to solicit information from the customer for adding the customer to the data repository.