System and methods for call decisioning in a virtual call center integrating telephony with computers

• US 20030108183A1
• Filed: 11/04/2002
• Published: 06/12/2003
• Est. Priority Date: 07/09/1999
• Status: Active Grant

• Current Assignee: Bank One Delaware NA (JP Morgan Chase & Co)
• Original Assignee: First USA Bank N.A. (JP Morgan Chase & Co)
• Inventors: Foster, Thorp, Shkreli, Djovana, Dhir, Nitin
• Granted Patent: US 6,714,642 B2
• Time in Patent Office: Days
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents. Each call center system is designed to support various queues, and agents may be qualified or assigned to various queues based on their skill sets and skill levels.

Claims

1. A server-based call routing system, comprising:

a central server system for receiving information of a call and developing a routing control signal and information to assist an agent in handling said call;

a telephony network coupled to said central server system and responsive to said routing control signal;

a plurality of call sites with a plurality of queues for receiving said call based on said routing control signal and for receiving said information to assist an agent;

wherein said call sites provide servicing for a plurality of partners.

2. The call routing system of claim 1, wherein said plurality of call sites provides at least one dedicated queue for each partner.

3. The call routing system of claim 1, wherein each of said call sites is staffed by a plurality of agents and wherein at least one agent is associated with more than one queue.

4. The call routing system of claim 1, wherein one of said plurality of queues is for proactive servicing.

5. The call routing system of claim 4, wherein said central server system is adapted to route said call to said queue for proactive servicing based on decisioning logic that predicts whether a caller may be interested in a product or service based on previously stored data.

6. The call routing system of claim 1, further comprising at least one voice response unit for receiving input from said caller before routing the call to one of said call sites.

7. The call routing system of claim 6, wherein said at least one voice response unit is located outside the telephony network.

8. The call routing system of claim 7, wherein the input is sent to the central server system in order to develop the routing control signal.

9. The call routing system of claim 8, wherein the routing control signal causes the telephony network to take the call back from said at least one voice response unit for routing to one of the call sites.

10. A method of routing calls in a call routing system, comprising:

receiving a call at a central server system;

generating a first routing control signal to route the call to an interactive voice response unit shared by a plurality of call sites;

receiving input from a caller at the interactive voice response unit; and

generating a second routing control signal for routing the call to one of said plurality of call sites based at least in part on said input.

11. The method of claim 10, wherein the call routing system provides service for a plurality of partners.

12. The method of claim 11, further providing the step of providing a plurality of agents for staffing the call sites, the agents capable of being associated with multiple queues.

13. The method of claim 12, further comprising the step of assigning multiple queues at each call site.

14. The method of claim 13, wherein said multiple queues comprise at least one queue for proactive servicing.

15. The method of claim 10, wherein said step of generating a second routing control signal further comprises predicting a service or product of interest to the caller.

16. The method of claim 15, further comprising the step of routing the call to an agent at the call site who is associated with a queue for the service or product.

17. A method of preparing strategies for a call routing system, comprising:

receiving information of a call at a call routing system;

retrieving data from a database based on said information;

generating a plurality of routing strategies for said call based on the retrieved data;

performing load balancing based on the status of a plurality of queues; and

selecting one of said strategies.

18. The method of claim 17, wherein one of said routing strategies provides for sending the call to a queue for proactive servicing.

19. The method of claim 18, further comprising the step of generating handling strategy data to assist the agent.

20. The method of claim 19, wherein said handling strategy data informs an agent supporting said queue of how to handle said call.