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 to be satisfied by a resource that is associated with the contact center;
forming a resource set in response to the expressed need of the new contact, the resource set having one or more prospective resources;
sending a broadcast message to each of the prospective resources in the resource set;
determining accepting resources based on responses from among the prospective resources that received the broadcast message; and
applying selection criteria to the accepting resources to select the resource for satisfaction of the expressed need by allowing connection to the new contact.
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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 to be satisfied by a resource that is associated with the contact center; forming a resource set in response to the expressed need of the new contact, the resource set having one or more prospective resources; sending a broadcast message to each of the prospective resources in the resource set; determining accepting resources based on responses from among the prospective resources that received the broadcast message; and applying selection criteria to the accepting resources to select the resource for satisfaction of the expressed need by allowing connection to the new contact. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus, comprising:
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a processor; and logic encoded in one or more tangible media for execution by the processor, and when executed operable to; receive a new contact in a contact center, the new contact having an expressed need to be satisfied by a resource that is associated with the contact center; form a resource set in response to the expressed need of the new contact, the resource set having one or more prospective resources; send a broadcast message to each of the prospective resources in the resource set; determine accepting resources based on responses from among the prospective resources that received the broadcast message; and apply selection criteria to the accepting resources to select the resource for satisfaction of the expressed need by allowing connection to the new contact. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A system for directing broadcasts for contacts the system comprising:
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means for receiving a new contact in a contact center, the new contact having an expressed need to be satisfied by a resource that is associated with the contact center; 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; means for sending a broadcast message to each of the prospective resources in the resource set; means for determining accepting resources based on responses from among the prospective resources that received the broadcast message; and means for applying selection criteria to the accepting resources to select the resource for satisfaction of the expressed need by allowing connection to the new contact.
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Specification