DYNAMIC ROUTING OF CUSTOMER TELEPHONE CONTACTS IN REAL TIME
First Claim
1. A process for dynamically routing a telephone customer contact in real-time, comprising the steps of:
- establishing accounts for call recipients in an electronic database;
creating a contact list of call recipients from the accounts in the electronic database;
ranking the call recipients on the contact list;
receiving a contact from a customer; and
routing the customer to a call recipient on the contact list.
1 Assignment
0 Petitions
Accused Products
Abstract
A process for dynamic routing of customer contacts to call recipients includes establishing accounts in a call recipient contact system for a plurality of call recipients. The plurality of call recipients are permitted to bid against one another for providing goods and/or services to a customer. A contact list is created and call recipients are ranked from a lowest bidding call recipient to a highest bidding call recipient. The contact is received from a customer and routed to the lowest bidding call recipient on the contact list. The call recipient account receiving the contact and fulfilling the transaction is credited an amount bid by the call recipient.
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Citations
47 Claims
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1. A process for dynamically routing a telephone customer contact in real-time, comprising the steps of:
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establishing accounts for call recipients in an electronic database;
creating a contact list of call recipients from the accounts in the electronic database;
ranking the call recipients on the contact list;
receiving a contact from a customer; and
routing the customer to a call recipient on the contact list. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34)
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35. A process for dynamically routing a telephone customer contact in real-time, comprising the steps of:
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establishing accounts for call recipients in an electronic database;
creating a contact list of call recipients from the accounts in the electronic database, wherein the contact list at least partially comprises non-bidding call recipients;
permitting the call recipients to bid against one another for priority on the contact list;
ranking the call recipients on the contact list according to the proximity of the call recipient to a customer;
receiving a contact from the customer;
routing the customer to a call recipient on the contact list located nearest to the customer; and
rerouting the customer contact to a next nearest call recipient on the contact list if the nearest call recipient does not respond to or rejects the customer contact. - View Dependent Claims (36, 37, 38, 39, 40, 41, 42)
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43. A process for dynamically routing a telephone customer contact in real-time, comprising the steps of:
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establishing accounts for call recipients in an electronic database;
creating a contact list of call recipients from the accounts in the electronic database, wherein the contact list at least partially comprises non-bidding call recipients;
permitting the call recipients to bid against one another for priority on the contact list, wherein the bidding call recipients are a higher priority on the contact list relative to the non-bidding call recipients;
listing only call recipients on the contact list that bid below a maximum bid, wherein the call recipients may place multiple bids;
ranking the call recipients on the contact list according to the proximity of the call recipient to a customer;
receiving a contact from the customer;
routing the customer to a call recipient on the contact list located nearest to the customer; and
rerouting the customer contact to a next nearest call recipient on the contact list if the nearest call recipient does not respond to or rejects the customer contact. - View Dependent Claims (44, 45, 46, 47)
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Specification