Business strategy transaction router
First Claim
Patent Images
1. A method for routing transactions based on business strategies, said method comprising the steps of:
- identifying business strategies;
providing a key performance indicator for each strategy;
associating one or more strategies and key performance indicators to one or more objectives;
converting the one or more objectives into routing rules;
sending the routing rules to a routing engine; and
routing a transaction.
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Abstract
An improved system and method for routing transactions based on business strategy and the ability to identify how the router selection outcomes meet the objectives of a business strategy. First, identifying business strategies along with key performance indicators (KPI) values. Then associating one or more objectives with one or more strategies on key performance indicators. The next step converts the objectives into routing rules which are sent to a routing engine and the transaction is routed.
61 Citations
32 Claims
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1. A method for routing transactions based on business strategies, said method comprising the steps of:
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identifying business strategies;
providing a key performance indicator for each strategy;
associating one or more strategies and key performance indicators to one or more objectives;
converting the one or more objectives into routing rules;
sending the routing rules to a routing engine; and
routing a transaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A method for routing transactions based on identified business strategies, said method comprising the steps of:
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defining business strategies and associated key performance indicators;
entering business strategies and key performance indicator values into tactical objectives;
mapping the key performance indicator values and convert to routing rules;
providing a contact center evaluator, a routing rules engine and a business rules evaluator;
providing data from a historical database and comparison with the generated routing rules and sending to the routing rules engine; and
routing a transaction. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30)
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31. A computer-readable medium having encoded therein computer-executable instructions for performing a method providing routing transactions based on business strategies, the method comprising:
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defining business strategies and associated key performance indicators;
entering business strategies and key performance indicator values into tactical objectives;
mapping the key performance indicator values and converting to routing rules;
providing a contact center evaluator, a routing rules engine and a business rules evaluator;
providing data from a historical database and comparing with the generated routing rules and sending to the routing rules engine; and
routing a transaction.
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32. A computer-readable medium having encoded therein computer-executable instructions for performing a method providing routing transactions based on business strategies, the method comprising:
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identifying business strategies;
providing a key performance indicator for each strategy;
associating one or more strategies and key performance indicators to one or more objectives;
converting the one or more objectives into routing rules;
sending the routing rules to a routing engine; and
routing a transaction.
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Specification