System and method for predictive contacts
First Claim
1. A method for distributing customer contacts to a transaction processing entity of a transaction processing system, such method comprising predicting a time for assignment of at least one customer contact to at least one transaction processing entity in the transaction processing system.
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Accused Products
Abstract
Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes predicting a time for assignment of a customer contact to a transaction processing entity in the transaction processing system. In an alternative embodiment, the method also includes finding a transaction processing entity that is available to process the customer contact and routing the customer contact to the found transaction processing entity. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that may allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.
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Citations
45 Claims
- 1. A method for distributing customer contacts to a transaction processing entity of a transaction processing system, such method comprising predicting a time for assignment of at least one customer contact to at least one transaction processing entity in the transaction processing system.
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9. A method for distributing customer contacts to a transaction processing entity of a transaction processing system, such method comprising:
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predicting a time for assignment of at least one customer contact to at least one transaction processing entity in the transaction processing system;
finding the at least one transaction processing entity to process the customer contact; and
routing the at least one customer contact to the found at least one transaction processing entity. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A system for distributing customer contacts to a transaction processing entity of a transaction processing system comprising:
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means for predicting a time for assignment of at least one customer contact to at least one transaction processing entity in the transaction processing system;
means for finding the at least one transaction processing entity to process the customer contact; and
means for routing the at least one customer contact to the found at least one transaction processing entity. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34)
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35. A system for distributing at least one customer contact to at least one transaction processing entity of a transaction processing system comprising:
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a predictive customer contact manager to distribute the at least one customer contact to the at least one transaction processing entity when the at least one transaction processing entity is available to process the customer contact; and
a router that connects the at least one customer contact to the at least one available transaction processing entity. - View Dependent Claims (36, 37, 38, 39, 40, 41, 42, 43, 44, 45)
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Specification