SYSTEM AND METHOD FOR OPTIMIZING TIMING OF RESPONSES TO CUSTOMER COMMUNICATIONS
First Claim
1. A system for optimizing timing of responses to communications, comprising:
- a contact center configured to receive a communication from a sender;
a decision module configured to determine whether a partial response to the communication is required, wherein the decision module determines whether the communication requires the partial response according to an estimated time required for a full response to the communication; and
a response module configured to send the partial response to the sender, if required.
3 Assignments
0 Petitions
Accused Products
Abstract
A system and method for optimizing timing of responses to customer communications comprises a contact center and an operations center. The operations center includes a decision module that receives each communication and determines whether a partial response, such as an acknowledgement that the communication was received, is required. If a partial response is required, a response module sends a partial response to the sender that indicates the communication was received and preferably includes an estimate of the time required for a full response to the communication. All received communications are forwarded to a queue to await processing by an agent. The decision module determines whether a partial response is required based on an estimate of the amount of time required for a full response. If the time estimate is less than a predetermined threshold, a partial response is not sent and the communication is forwarded to a queue for processing.
102 Citations
18 Claims
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1. A system for optimizing timing of responses to communications, comprising:
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a contact center configured to receive a communication from a sender;
a decision module configured to determine whether a partial response to the communication is required, wherein the decision module determines whether the communication requires the partial response according to an estimated time required for a full response to the communication; and
a response module configured to send the partial response to the sender, if required. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for optimizing timing of responses to communications, comprising:
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receiving a communication from a sender at a contact center;
determining whether the communication requires a partial response in a decision module, wherein the decision module determines whether the communication requires the partial response according to an estimated time required for a full response to the communication; and
sending the partial response to the sender, if required, from a response module. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification