Contact center business modeler

• US 20060147025A1
• Filed: 12/17/2004
• Published: 07/06/2006
• Est. Priority Date: 12/17/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Hollatz, Mike, Sumner, Roger, Wesen, Dave, Biggam, Sandy, Dezonno, Anthony
• Granted Patent: US 7,912,205 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with key process indicators information to generate decisions for routing calls.

Claims

1. A method for distribution of calls using a simulation model to process information used for routing calls, said method comprising the steps of:

inputting information to the simulation model from select business sources;

calculating and generating information from the model;

determining key process indicators information;

generating decisions for routing a call based on the information from the model and key process indicators information.

2. The method of claim 1 further comprising sending the information from the model and key process indicators information to a recommendation engine.

3. The method of claim 1 further comprising sending the information generated from the model to a router engine for directing the processing of calls.

4. The method of claim 1 further comprising programming a business model into the simulator for calculating key process indicators values.

5. The method of claim 4 further comprising enabling each of the business model parameters to be programmable to reflect different types of business models.

6. The method of claim 1 further comprising providing for data for programming the model received through data communication automation technology.

7. The method of claim 1 further comprising allowing the model to collect information from a router to provide for simulator parameters to be adjusted to match the current router conditions for optimal transaction routing in connection with business objectives.

8. The method of claim 1 further comprising collecting information from a business system and inputting the information as key process indicator input for altering the behavior of the simulation model to provide differing outputs to the model as business results change.

9. The method of claim 1 further comprising programming a business model into the simulator for calculating the overall business cost progress in assigning routes to calls.

10. The method of claim 1 further comprising inputting into the model information generated from one or more contact centers and using this information to assist in the routing of calls.

11. The method of claim 1 further comprising connecting an interactive voice response unit to the routed calls.

12. The method of claim 1 further comprising determining an average call handling time per call and inputting this information into the model.

13. The method of claim 1 further comprising determining an average revenue per call and inputting this information into the model.

14. The method of claim 1 further comprising adapting a call timer to determine an average call handling time per call and inputting this information into the model.

15. The method of claim 1 further comprising collecting business information parameters from a router to provide information to the simulation model to make simulation and production based routing decisions.

16. The method of claim 15 further comprising providing for the simulation model output to be communicated to a business system for generating routing decisions.

17. The method of claim 15 further comprising sending the information generated by the simulation model to a key process indicator information system.

18. The method of claim 15 wherein the simulation model has two modes wherein one mode allows entry of a model and the other mode allows only for altering simulation values to prevent changes to the structure of the model.

19. The method of claim 1 further comprising combining an e-mail processing system in a contact center to provide key process indicator metrics used in combination with other contact center key process indicator information to provide an overall simulation of the effectiveness of the contact center.

20. A call distribution system that incorporates a simulation model to process information used for routing calls, said system comprising:

means for inputting information to the simulation model from select business sources;

means for calculating and generating information from the model;

means for determining key process indicators information;

means for generating decisions for routing a call based on the information from the model and key process indicators information; and

means for routing a call based on the generated decisions.

21. The system of claim 20 further comprising means for sending the information from the model and key process indicators information to a recommendation engine.

22. The system of claim 20 further comprising means for sending the information generated from the model to a router engine for directing the processing of calls.

23. The system of claim 20 further comprising means for programming a business model into the simulator for calculating key process indicators values.

24. The system of claim 23 further comprising means for enabling each of the business model parameters to be programmable to reflect different types of business models.

25. The system of claim 20 further comprising providing means for programming the model with data received through data communication automation technology.

26. The system of claim 20 further comprising means for allowing the simulation model to collect information from a router to provide for simulator parameters to be adjusted to match the current router conditions for optimal transaction routing in connection with business objectives.

27. The system of claim 20 further comprising means for collecting information from a business system and inputting the information as a key process indicator input for altering the behavior of the simulation model to provide differing outputs to the model as business results change.

28. A method of dynamically routing calls based on processed business information, the method comprising the steps of:

determining key process indicators information;

generating decisions for routing a plurality of calls based on the key process indicators information; and

routing a plurality of calls based upon the generated decisions.

29. The method of dynamically routing calls based on processed business information of claim 28 further comprising combining the key process indicators information with contact center call statistics to generate call routing decisions.

30. A method of dynamically routing calls based on processed business information of claim 28 further comprising calculating in combination information generated from a contact center with information generated from various business systems and using this information to generate call routing decisions.

31. The method of dynamically routing calls based on processed business information of claim 28 further comprising providing a simulation model to determine impacts on key process indicators information.

32. The method of dynamically routing calls based on processed business information of claim 28 further comprising providing a simulation model to assist with assigning routings of calls across multiple business objectives.

33. The method for providing a call distribution system that incorporates a simulator model to determine information used for routing calls of claim 28 further comprising correlating call associated information obtained from business systems with the content of a database of key process indicators information.

34. The method of dynamically routing calls based on processed business information of claim 28 further comprising providing for a contact center to evaluate its performance automatically by comparing metrics from other contact centers.

35. The method of dynamically routing calls based on processed business information of claim 28 further comprising providing for a recommendation engine to compare the simulated output from a simulation model against the required business objectives and showing reasons why a specific objective cannot be satisfied.

36. The method of dynamically routing calls based on processed business information of claim 28 further providing for the recommendation engine to suggest corrective action that can be taken to accomplish the business objective.

37. An apparatus for dynamically routing calls based on processed business information, the apparatus comprising:

means for determining key process indicators information;

means for generating decisions for routing a plurality of calls based on the key process indicators information; and

means for routing a plurality of calls based upon the generated decisions.

38. The apparatus for dynamically routing calls based on processed business information of claim 37 further comprising means for combining the key process indicators information with contact center call statistics to generate call routing decisions.

39. The apparatus for dynamically routing calls based on processed business information of claim 37 further comprising means for calculating in combination information generated from a contact center with information generated from various business systems and using this information to generate call routing decisions.

40. A system for dynamically routing calls based on processed business information, the system comprising:

a simulation engine;

a simulation model;

a simulation engine interface operatively coupled with a contact center system to communicate performance metrics of the contact center system; and

a simulation engine interface operatively coupled with a business system to communicate performance metrics of the business system.

41. The system for dynamically routing calls based on processed business information of claim 40 further comprising:

a routing engine for directing the processing of contact center transaction.

42. The system for dynamically routing calls based on processed business information of claim 40 further comprising a recommendation engine.

43. The system for dynamically routing calls based on processed business information of claim 40 further comprising an interactive voice response unit for the routed calls.

44. The system for dynamically routing calls of claim 40 further comprising an e-mail processing system.

45. The system for dynamically routing calls of claim 40 further comprising a call timer that can determine an average call handling time per call.