Integrated work management engine for customer care in a communication system

• US 6,690,788 B1
• Filed: 09/15/2000
• Issued: 02/10/2004
• Est. Priority Date: 06/03/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Bauer, David L., Cook, Wendy S., Maxwell, Darryl J., King, Gary S., Stewart, Robert Alan, McFarlane, Keith R., Russell, Steve R., Flockhart, Andrew Derek, Sanders, Lucinda M.
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/662,294
• Time in Patent Office: 1,243 Days
• Field of Search: 379/242, 379/243, 379/265.02, 379/265.09, 379/266.08, 379/309, 379/265.12, 379/142.09, 709/100, 709/101, 709/201, 709/202, 709/223, 709/310, 709/104, 709/226
• US Class Current: 379/242
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

The present integrated work management engine for customer care orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise. This integrated work management engine brings together all types of disparate communication system components, applications and information storage systems so the business which provides the customer care via these systems can respond to their customer requests in a unified, efficient and effective manner. The integrated work management engine also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. The integrated work management engine accepts work through multiple access channels, where each work request is automatically mapped to a process flow that specifies the task associated with the handling of the particular work item. The integrated work management engine uses resource selection algorithms to select the customer agent who is best equipped to handle the next step of the work request where customer data is accessed, and customer case files are updated through the fulfillment process. The selected customer agent views the customer information, process information, forms, and performance statistics on their desktop terminal device through an API set that is tightly coupled to the integrated work management engine.

Claims

1. A work management system, operational in a communication service providing system, for interconnecting a customer, who is using a communication device, in a communication session with a selected one of a plurality of agents that are connected to said communication service providing system, comprising:

means, responsive to establishment of a communication connection with a customer, for retrieving data relating to said customer to create a call context indicative of characteristics of said customer and said communication session, including a definition of the media form of said communication session;

means for mapping a work request receives from said customer to a process flow that defines a task associated with the handling of said work request;

means, responsive to said call context, for establishing a communication connection through said communication service providing system to a selected one of said plurality of agents; and

means for providing said selected agent with data from at least one of a plurality of customer service data sources including;

customer information, process information, forms, and performance statistics.

2. The work management system of claim 1 wherein said means for establishing comprises:

means for integrating real time operation of customer communications and batch data processing mode of said plurality of customer service data sources.

3. The work management system of claim 1 wherein said means for establishing comprises:

means for integrating work requests received from said customer from any of a plurality of access channels, where said access channels accept a work request in at least one of a plurality of forms, including;

voice calls, E-Mail, fax, image, web forms, and the like.

4. The work management system of claim 3 wherein said means for establishing further comprises:

means for automatically mapping each work request arriving on one of said plurality of access channels to a process flow that specifies the task associated with the handling of the particular work item.

5. The work management system of claim 4 wherein said means for providing comprises:

means for using resource selection algorithms to select a one of said plurality of agents best equipped to handle the next step of said work request.

6. The work management system of claim 5 wherein said means for providing further comprises:

means for dynamically updating customer case files where customer data is accessed.

7. The work management system of claim 1 wherein said means for establishing comprises:

means for rules based call routing using said context information to assist in the call navigation to said selected one of said plurality of agents.

8. The work management system of claim 7 wherein said means for rules based call routing comprises:

means, responsive to data generated in said call session, for transferring said communication connection to another of said plurality of agents; and

means for forwarding said call context to said another of said plurality of agents.

9. A method of operating a work management system, operational in a communication service providing system, for interconnecting a customer, who is using a communication device, in a communication session with a selected one of said plurality of agents that are connected to said communication service providing system, comprising the steps of:

retrieving, in response to establishment of a communication connection with a customer, data relating to said customer to create a call context indicative of characteristics of said customer and said communication session, including a definition of the media form of said communication session;

mapping a work request received from said customer to a process flow that defines a task associated with the handling of said work request;

establishing, in response to said call context, a communication connection through said communication service providing system to a selected one of said plurality of agents; and

providing said selected agents agent with data from at least one of a plurality of customer service data sources including;

customer information, process information, forms, and performance statistics.

10. The method of operating a work management system of claim 9 wherein said step of establishing comprises:

integrating real time operation of customer communications and batch data processing mode of said plurality of customer service data sources.

11. The method of operating a work management system of claim 9 wherein said step of establishing comprises:

integrating work requests received from said customer from any of a plurality of access channels, where said access channels accept a work request in at least one of a plurality of forms, including;

voice calls, E-Mail, fax, image, web forms, and the like.

12. The method of operating a work management system of claim 11 wherein said step of establishing further comprises:

automatically mapping each workrequest arriving on one of said plurality of access channels to a process flow that specifies the task associated with the handling of the particular work item.

13. The method of operating a work management system of claim 12 wherein said step of providing comprises:

using resource selection algorithms to select one of said plurality of agents best equipped to handle the next step of said work request.

14. The method of operating a work management system of claim 13 wherein said step of providing further comprises:

dynamically updating customer case files where customer data is accessed.

15. The method of operating a work management system of claim 9 wherein said step of establishing comprises:

rules based call routing using said context information to assist in the call navigation to said selected one of said plurality of agents.

16. The method of operating a work management system of claim 15 wherein said step of rules based call routing comprises:

transferring, in response to data generated in said call session, said communication connection to another of said plurality of agents; and

forwarding said call context to said another of said plurality of agents.

17. A work management system, operational in a communication service providing system, for interconnecting a customer, who is using a communication device, in a communication session with a selected one of a plurality of agents that are connected to said communication service providing system, comprising:

customer characterization means, responsive to establishment of a communication connection with a customer, for retrieving data relating to said customer to create a call context indicative of characteristics of said customer and said communication session, including a definition of the media form of said communication session;

work management engine means for mapping a work request received from said customer to a process flow that defines a task associated with the handling of said work request;

switching means, responsive to said call context, for establishing a communication connection through said communication service providing system to a selected one of said plurality of agents; and

data management means for providing said selected agent with data from at least one of a plurality of customer service data sources including;

customer information, process information, forms, and performance statistics.

18. The work management system of claim 17 wherein said switching means comprises:

data flow management means for integrating real time operation of customer communications and batch data processing mode of said plurality of customer service data sources.

19. The work management system of claim 17 wherein said switching means comprises:

work item integration means for integrating work requests received from said customer from any of a plurality of access channels, where said access channels accept a work request in at least one of a plurality of forms, including;

voice calls, E-Mail, fax, image, web forms, and the like.

20. The work management system of claim 19 wherein said switching means further comprises:

process map means for automatically mapping each work request arriving on one of said plurality of access channels to a process flow that specifies the task associated with the handling of the particular work item.

21. The work management system of claim 20 wherein said data management means comprises:

agent selection means for using resource selection algorithms to select a one of said plurality of agents best equipped to handle the next step of said work request.

22. The work management system of claim 21 Wherein said data management means further comprises:

data update means for dynamically updating customer case files where customer data is accessed.

23. The work management system of claim 17 wherein said switching means comprises:

process map means for rules based call routing using said context information to assist in the call navigation to said selected one of said plurality of agents.

24. The work management system of claim 23 wherein said process map means comprises:

call redirection means, responsive to data generated in said call session, for transferring said communication connection to another of said plurality of agents; and

data forwarding means for forwarding said call context to said another of said plurality of agents.