VIRTUAL CALL CENTER MANAGER

• US 20100226490A1
• Filed: 03/05/2009
• Published: 09/09/2010
• Est. Priority Date: 03/05/2009
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Sartini, Robert A., Schultz, Paul T., McKee, Martin W.
• Granted Patent: US 9,106,749 B2
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

An approach is provided for providing a virtual call center by receiving a request for service from a user (e.g., subscriber) and staffing the virtual call center with virtual agents selected based on the service requirements of the user and the rich presence information of the virtual agents. The rich presence information includes a skill set of the virtual agent, presence status of the virtual agent, location of the virtual agent, calendar information of the virtual agent, communication capability of the virtual agent, mobility of the virtual agent, or a combination thereof.

Claims

1. A method comprising:

receiving a request for service from a user;

determining one or more service requirements based on the request; and

selecting a virtual agent among a plurality of virtual agents based on rich presence information of the virtual agents and the one or more service requirements,

wherein the selected virtual agent provides the service on behalf of the user.

2. A method of claim 1, wherein the service is a call center service, on-site support service, or both.

3. A method of claim 1, wherein the rich presence information includes a skill set of the virtual agent, presence status of the virtual agent, location of the virtual agent, calendar information of the virtual agent, communication capability of the virtual agent, mobility of the virtual agent, or a combination thereof.

4. A method of claim 1, further comprising:

initiating establishment of a communication session related to the service between a customer of the user and the selected virtual agent; and

forwarding information corresponding to the user and the customer to the selected virtual agent prior to establishing the communication session between the customer and the selected virtual agent.

5. A method of claim 1, further comprising:

designating one or more virtual staff groups of a plurality of virtual agents based on the rich presence information of the virtual agents and the one or more service requirements,

wherein the virtual agents within a virtual staff group share one or more characteristics defined by the rich presence information, and the one or more selected virtual staff groups provide the service on behalf of the user.

6. A method of claim 5, further comprising:

designating the one or more selected virtual staff groups to address subsequent service requests corresponding to the user that are of identical classification to the received request.

7. A method of claim 5, further comprising:

determining a weighting of the one or more selected virtual staff groups,

wherein the selection of the virtual agent from the one or more selected virtual staff groups is further based on the weighting.

8. A method of claim 7, wherein the weighting is based on a percentage of available virtual agents within a virtual staff group;

average service response time or customer satisfaction score of each virtual agent within a virtual staff group;

experience of each virtual agent within a virtual staff group in providing the service;

or any combination thereof.

9. A method of claim 7, further comprising:

receiving a designation from the user that the customer is of high value;

selecting a best available virtual agent to service the high value customer based on the rich presence information of the virtual agents, the one or more service requirements, the weighting, or any combination thereof.

10. A method of claim 5, wherein the selection of the one or more virtual staff groups is further based on an expected volume of customer communications.

11. An apparatus comprising:

a communication interface configured to receive a request for service from a user; and

a virtual staff manager configured to determine one or more service requirement based on the request and to select a virtual agent among a plurality of virtual agents based on rich presence information of the virtual agents and the one or more service requirements,

wherein the selected virtual agent provides the service on behalf of the user.

12. An apparatus of claim 11, wherein the service is a call center service, on-site support service, or both.

13. An apparatus of claim 11, wherein the rich presence information includes a skill set of the virtual agent, presence status of the virtual agent, location of the virtual agent, calendar information of the virtual agent, communication capability of the virtual agent, mobility of the virtual agent, or a combination thereof.

14. An apparatus of claim 11, further comprising:

a processor configured to initiate establishment of a communication session related to the service between a customer of the user and the selected virtual agent,

wherein the virtual staff manager is further configured to forward information corresponding to the user and the customer to the selected virtual agent prior to establishing the communication session between the customer and the selected virtual agent.

15. An apparatus of claim 11, wherein the virtual staff manager is further configured to designate one or more virtual staff groups of a plurality of virtual agents based on the rich presence information of the virtual agents and the one or more service requirements, and

wherein the virtual agents within a virtual staff group share one or more characteristics defined by the rich presence information, and the one or more selected virtual staff groups provide the service on behalf of the user.

16. An apparatus of claim 15, wherein the virtual staff manager is configured to designate the one or more selected virtual staff groups to address subsequent service requests corresponding to the user that are of identical classification to the received request.

17. An apparatus of claim 15, wherein the virtual staff manager is further configured to determine a weighting of the one or more selected virtual staff groups, and

wherein the selection of the virtual agent from the one or more selected virtual staff groups is further based on the weighting.

18. An apparatus of claim 17, wherein the weighting is based on a percentage of available virtual agents within a virtual staff group;

average service response time or customer satisfaction score of each virtual agent within a virtual staff group;

experience of each virtual agent within a virtual staff group in providing the service;

or any combination thereof.

19. An apparatus of claim 17, wherein the virtual staff manager is further configured to receive a designation from the user that the customer is of high value, and

to select a best available virtual agent to service the high value customer based on the rich presence information of the virtual agents, the one or more service requirements, the weighting, or any combination thereof.

20. An apparatus of claim 15, wherein the selection of the one or more virtual staff groups is based on an expected volume of customer communications.

21. A system comprising:

a virtual staff manager platform configured to create a virtual call center over a data network for a subscriber by selecting a virtual agent among a plurality of virtual agents based on rich presence information of the virtual agents,

wherein the selected virtual agent provides the service on behalf of the subscriber.

22. A system of claim 21, wherein the virtual staff manager platform is further configured to designate the selected virtual agent to address service requests, corresponding to the user, that are of identical classification.