Order distributor
First Claim
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1. A method for selecting an agent for a client comprising:
- receiving a request to select an agent to handle a transaction;
receiving capability information relating to capabilities of at least one of a plurality of agents;
receiving client requirements based on the needs of the client;
processing the capability information and the client requirements; and
selecting an agent from the plurality of agents based on the processed information in response to the request.
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Accused Products
Abstract
An order distributor intelligently matches agents with customers based on a number of factors to achieve a substantial match with the customer'"'"'s needs, the business'"'"' needs and the agent'"'"'s capabilities to meet those needs. The order distributor may consider a number of factors relating the capabilities of individual agents as well as the requirements specified by the client-company resulting in improved interaction with the customer and increased satisfaction.
139 Citations
29 Claims
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1. A method for selecting an agent for a client comprising:
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receiving a request to select an agent to handle a transaction; receiving capability information relating to capabilities of at least one of a plurality of agents; receiving client requirements based on the needs of the client; processing the capability information and the client requirements; and selecting an agent from the plurality of agents based on the processed information in response to the request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A method for connecting an agent with a customer comprising:
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receiving a signal requesting a connection with the customer, wherein the customer is associated with a client; receiving capability information relating to capabilities of at least one of a plurality of agents; receiving client requirements associated with the client; processing the capability information and the client requirements; selecting an agent from the plurality of agents based on the processed information in response to the signal; and establishing the connection between a customer and the selected agent. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22)
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23. A system for selecting an optimal agent from a plurality of agents for communication with a customer associated with a client, the system comprising:
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a request receiver configured to receive a signal requesting a connection with the customer; an input receiver configured to receive inputs, the inputs relating to at least one of agent capability information for at least one of the plurality of agents, client requirements of the client, or combinations thereof; a processor coupled with the input receiver and configured to analyze the inputs to compare the agent capability information with the client requirements and rank the plurality of agents based thereon; and a selector coupled with the processor and the request receiver and configured to select the optimal agent from the plurality of agents based on the rank in response to receipt of the signal. - View Dependent Claims (24, 25, 26, 27, 28)
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29. A system for connecting an agent with a customer comprising:
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means for receiving a signal requesting a connection for the customer, wherein the customer is associated with a client; means, coupled with the means for receiving a signal, for receiving capability information relating to capabilities of at least one of a plurality of agents; means, coupled with the means for receiving a signal, for receiving client requirements; means, coupled with the means for receiving capability information and the means for receiving client requirements, for processing the capability information and the client requirements; means, coupled with the means for processing, for selecting an agent from the plurality of agents based at least partially on the processed information; and means, coupled with the means for selecting, for establishing the connection between a customer and the selected agent.
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Specification