Use of intelligent directed broadcast in contact center solutions
First Claim
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1. A method, comprising:
- receiving a new contact in a contact center, the new contact having an expressed need;
forming a resource set in response to the expressed need of the new contact, the resource set having one or more prospective resources; and
sending a broadcast message to each of the prospective resources in the resource set.
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Abstract
In one embodiment, a method can include: (i) receiving a new contact in a contact center, where the new contact includes an expressed need; (ii) forming a resource set in response to the expressed need of the new contact, where the resource set includes one or more prospective resources; and (iii) sending a broadcast message to each of the prospective resources in the resource set.
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Citations
20 Claims
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1. A method, comprising:
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receiving a new contact in a contact center, the new contact having an expressed need; forming a resource set in response to the expressed need of the new contact, the resource set having one or more prospective resources; and sending a broadcast message to each of the prospective resources in the resource set. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus, comprising:
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an input of a contact center, the input being configured to receive a new contact having an expressed need; logic configured to form a resource set in response to the expressed need of the new contact, the resource set having one or more prospective resources; and logic configured to send a broadcast message to each of the prospective resources in the resource set. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A means for directing broadcasts for contacts, comprising:
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a means for receiving a new contact in a contact center, the new contact having an expressed need; a means for forming a resource set in response to the expressed need of the new contact, the resource set having one or more prospective resources; a means for sending a broadcast message to each of the prospective resources in the resource set; and a means for applying selection criteria to accepting resources from the resource set.
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Specification