Methods and Systems for Managing Customer Contacts in a Contact Center

• US 20110153378A1
• Filed: 12/18/2009
• Published: 06/23/2011
• Est. Priority Date: 12/18/2009
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Yoakum, John, O'Connor, Neil, Costello, John
• Application Number:
  US12/641,580
• Publication Number:
  US 20110153378A1
• Time in Patent Office: Days
• US Class Current: 705/7.12
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A computer-implemented method of reserving resources for a customer contacting a contact center. The method includes the steps of identifying the customer associated with a contact received at the contact center, accessing a customer profile to determine at least one non-agent resource to be associated with the contact based on the customer profile; reserving the non-agent resource for the contact; and allocating the non-agent resource to the contact.

Claims

1. A computer-implemented method of reserving resources for a customer contacting a contact center, the method including the steps of:

a) identifying said customer associated with a contact received at said contact center;

b) accessing a customer profile to determine at least one non-agent resource to be associated with said contact based on said customer profile;

c) reserving said non-agent resource for said contact; and

d) allocating said non-agent resource to said contact.

2. The computer-implemented method of claim 1, wherein said customer profile comprises a record of at least one prior contact between said customer and a contact center.

3. The computer-implemented method of claim 1, wherein said customer profile comprises information gleaned from at least one of a social networking site, an online public forum, and a market research organisation.

4. The computer-implemented method of claim 1, wherein said identifying said customer comprises determining an order number, an open issue tracking number, or an identifier that associates the customer with a commercial or other transaction with the business, associated with said at least one prior contact.

5. The computer-implemented method of claim 1, wherein said identifying said customer comprises identifying a communications address from which said contact is received, the communications address being selected from a telephone number, an IP address, an email address, a SIP address, an IM address, and a uniform resource indicator.

6. The computer-implemented method of claim 1, wherein said identifying said customer comprises gleaning a customer identifier during an IVR session.

7. The computer-implemented method of claim 1, wherein after the step of reserving said non-agent resource and before the step of allocating said non-agent resource to said contact, said non-agent resource is made unavailable for reservation by or allocation to other contacts of said contact center.

8. The computer-implemented method of claim 1, further comprising the step of releasing said non-agent resource after allocating said non-agent resource to said contact, such that after releasing said non-agent resource it is made available for reservation by or allocation to other contacts of said contact center.

9. The computer-implemented method of claim 8, wherein said step of releasing said non-agent resource is carried out by a management system of said contact center in response to an instruction received from said customer.

10. The computer-implemented method of claim 8, wherein said step of releasing said non-agent resource is carried out by a management system of said contact center in response to a termination of said contact.

11. The computer-implemented method of claim 1, further comprising the step of assigning a human agent of said contact center to said contact to engage with said contact, whereby said agent is engaged with said contact during a first period of time which overlaps with a second period of time defined between said steps of reserving said non-agent resource and allocating said non-agent resource.

12. The computer-implemented method of claim 11, wherein said step of allocating the resource to the contact comprises disengaging said human agent from said contact, such that the first and second periods of time end substantially simultaneously.

13. The computer-implemented method of claim 1, further comprising the step of assigning a human agent of said contact center to said contact to engage with said contact, and wherein allocating said non-agent resource to said contact comprises maintaining a conference call between at least said customer, said non-agent resource and said human agent.

14. The computer-implemented method of claim 11, wherein, responsive to said human agent determining at least one additional non-agent resource to be associated with said contact, reserving said additional non-agent resource.

15. The computer-implemented method of claim 14, wherein determining additional non-agent resources for association with said contact is based on a customer request, information gleaned from said customer, and/or a recommendation by said agent.

16. The computer-implemented method of claim 1, wherein said step of reserving said at least one non-agent resource comprises determining that said non-agent resource is allocated to or reserved for a second contact associated with a second customer, and adding a reserve request for said contact to a reserve queue associated with the non-agent resource.

17. The computer-implemented method of claim 1, wherein said step of reserving said at least one non-agent resource comprises determining that said non-agent resource is allocated to or reserved for a second contact associated with a second customer, determining that said second customer has a lower priority level than the customer, and usurping the non-agent resource from the second contact.

18. The computer-implemented method of claim 1, wherein said step of reserving said at least one non-agent resource comprises determining that said non-agent resource is reserved for a second contact associated with a second customer, usurping the non-agent resource from the second contact.

19. The computer-implemented method of claim 1, wherein said step of reserving said at least one non-agent resource comprises determining that said non-agent resource is allocated for a second contact associated with a second customer, adding a reserve request for said contact to a reserve queue associated with the non-agent resource.

20. A computer-implemented method of reserving resources for a customer contacting a contact center, the method including the steps of:

a) identifying the customer associated with a contact received at the contact center;

b) accessing a resource set of preemptively identified potentially relevant non-agent resources that may be required by the customer;

c) reserving the non-agent resource for the contact; and

d) allocating the resource to the contact.

21. A computer-implemented method of reserving resources for a customer contacting a contact center, the method including the steps of:

a) accessing a customer profile;

b) identifying a resource set of potentially relevant non-agent resources that may be required by the customer, based on said customer profile; and

c) responsive to receipt of a subsequent customer contact, reserving at least one of the resources of the resource set for the customer contact.

22. A contact centre system comprising:

a) a network connection for receiving a contact from a customer;

b) a contact manager for identifying said customer associated with a contact received at said network connection;

c) a storage area containing a customer profile from which it is possible to determine at least one non-agent resource to be associated with said contact based on said customer profile;

d) a resource reservation system operable to reserve said non-agent resource for said contact; and

e) a resource allocation system for allocating said non-agent resource to said contact.

23. A contact centre system comprising:

a) a network connection for receiving a contact from a customer;

b) a contact manager for identifying said customer associated with a contact received at said network connection;

c) a storage area containing a resource set of preemptively identified potentially relevant non-agent resources that may be required by the customer;

d) a resource reservation system operable to reserve said non-agent resource for said contact; and

e) a resource allocation system for allocating said non-agent resource to said contact.

24. A contact centre system comprising:

a) a storage area containing a customer profile from which it is possible to determine a resource set of potentially relevant non-agent resources that may be required by a customer based on said customer profile;

b) a resource identification system for identifying, in advance of a contact from a customer, a resource set of potentially relevant non-agent resources that may be required by a customer based on said customer profile; and

c) a resource reservation system operable, in response to receipt of a customer contact at the contact centre, to reserve at least one of the resources of the resource set for the customer contact.