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Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication

  • US 20080240376A1
  • Filed: 03/30/2007
  • Published: 10/02/2008
  • Est. Priority Date: 03/30/2007
  • Status: Active Grant
First Claim
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1. A computer readable medium adapted to control a computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the computer readable medium comprising:

  • a code segment for receiving a customer identifier;

    a code segment for determining whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising at least one of call type data, distress assessment data, behavioral assessment data, call preference data and customer profile;

    a code segment for analyzing the historic data corresponding to the received customer identifier and the stored customer identifier;

    a code segment for associating the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic data with one of the predetermined communication destination addresses being based on the analysis of the historic data; and

    ,a code segment for transmitting a signal identifying the associated communication destination address.

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