Independent customer service agents

• US 8,542,816 B2
• Filed: 08/14/2008
• Issued: 09/24/2013
• Est. Priority Date: 11/13/2007
• Status: Active Grant

• Current Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Original Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Inventors: Inglis, Adrian, Weiland, Thomas J., Darrow, John E., Nicholson, A. Lorraine, Jay, Jon R., Pratt, Jeffrey C., Kaufman, Donald L.
• Primary Examiner(s): ZENATI, AMAL S
• Application Number:
  US12/192,064
• Publication Number:
  US 20090122972A1
• Time in Patent Office: 1,867 Days
• Field of Search: 379/265.12, 379/265.02, 705/14
• US Class Current: 379/265.12
• CPC Class Codes: H04M 2203/405 Competitive bidding for work items
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

Claims

1. A system for automatically distributing contacts, the system comprising:

a data store configured to store profile information; and

a computing device in communication with the data store, the computing device configured to execute;

a pricing component that determines a price for processing an incoming contact;

a contact distribution component that;

routes an offer to process the incoming contact at the determined price to a first remote agent having a profile indicating the first remote agent'"'"'s capability of processing the incoming contact;

enables the first remote agent to accept or reject the offer to process the incoming contact at the determined price;

routes the incoming contact to the first remote agent for processing if the first remote agent accepts the offer;

routes the offer to process the incoming contact at the determined price to a second remote agent having a profile indicating the second remote agent'"'"'s capability of processing the incoming contact if the first remote agent rejects the offer;

enables the second remote agent to accept or reject the offer to process the incoming contact at the determined price; and

routes the incoming contact to the second remote agent if the second remote agent accepts the offer; and

a revenue component that initiates payment of the price determined by the pricing component to the remote agent that accepts the offer and processes the incoming contact;

wherein the determined price is dependent at least in part on contact answering ability.

2. The system of claim 1, wherein the price is a fixed price or a variable price.

3. The system of claim 1, wherein the first and second remote agents belong to an agent node.

4. A computer-implemented method for automatically distributing contacts, the method comprising:

predetermining a price to pay a remote agent for processing an incoming contact;

identifying a first remote agent to process the incoming contact, wherein the first remote agent is associated with a profile that indicates that the first remote agent is capable of processing the incoming contact;

providing the first remote agent an offer to process the incoming contact at the predetermined price;

receiving an acceptance or rejection of the offer from the first remote agent;

routing the incoming contact to the first remote agent if the first remote agent accepts the offer;

identifying a second remote agent to process the incoming contact if the first remote agent rejects the offer, wherein the second remote agent is associated with a profile that indicates that the second remote agent is capable of processing the incoming contact;

providing the second remote agent the offer to process the incoming contact at the predetermined price;

receiving an acceptance or rejection of the offer from the second remote agent;

routing the incoming contact to the second remote agent if the second remote agent accepts the offer; and

initiating payment of the predetermined price to the remote agent that accepts the offer and processes the incoming contact;

wherein the predetermined price is dependent at least in part on contact answering ability.

5. The computer-implemented method of claim 4, wherein the price is a fixed price or a variable price.

6. The computer-implemented method of claim 4, further comprising notifying an identified remote agent regarding the price.

7. The computer-implemented method of claim 6, wherein an identified remote agent is notified that the price has met or exceeded a threshold.

8. The computer-implemented method of claim 4, wherein the first and second remote agents belong to an agent node.

9. The computer-implemented method of claim 8, wherein the agent node includes one or more remote agents physically grouped together.

10. The computer-implemented method of claim 8, wherein the agent node includes one or more remote agents logically grouped together.

11. The computer-implemented method of claim 10, wherein the one or more remote agents are logically grouped together based at least in part by respective profiles of the remote agents.

12. The computer-implemented method of claim 4, further comprising gathering metrics related to the incoming contacts and a remote agent.

13. The computer-implemented method of claim 4, further comprising assigning incoming contacts to a routing queue associated with a centralized queue, wherein the routing queue is assigned to a remote agent.

14. The computer-implemented method of claim 4, further comprising associating feedback regarding the incoming contact with the remote agent that accepts the incoming contact.

15. The computer-implemented method of claim 4, further comprising determining a training regimen based at least in part upon the routing of the incoming contact to the remote agent that accepts the incoming contact.

16. The computer-implemented method of claim 4, wherein the incoming contact is at least one of a telephone call or electronic message.

17. A system for automatically distributing contacts, the system comprising:

a data store configured to store profile information; and

a computing device in communication with the data store, the computing device configured to execute;

a pricing component that determines a predetermined price to pay a remote agent for processing an incoming contact; and

a contact distribution component that;

directs an offer to process the incoming contact at the predetermined price to a first remote agent having a profile that indicates the first remote agent is capable of processing the incoming contact;

enables the first remote agent to accept or reject the offer to process the incoming contact at the predetermined price;

directs a rejected incoming contact to a second remote agent having a profile that indicates the second remote agent is capable of processing the incoming contact if the first remote agent rejects the offer;

directs the offer to process the incoming contact at the predetermined price to a second remote agent having a profile indicating the second remote agent is capable of processing the incoming contact if the first remote agent rejects the offer;

enables the second remote agent to accept or reject the offer to process the incoming contact at the predetermined price; and

directs the incoming contact to the second remote agent if the second remote agent accepts the offer; and

a revenue component that initiates payment of the price determined by the pricing component to the remote agent that accepts the offer and processes the incoming contact;

wherein the predetermined price is dependent at least in part on contact answering ability.

18. The system of claim 17, wherein the price is a fixed price or a variable price.

19. The system of claim 17, wherein the computing device is further configured to execute a revenue component that initiates payment of the price determined by the pricing component to the remote agent accepting the incoming contact.

20. The system of claim 17, wherein the first and second remote agents are in an agent node.

21. The system of claim 17, wherein the contact distribution component further:

obtains feedback regarding contacts and agents; and

directs the incoming contact based at least in part on the feedback.

22. The system of claim 17, wherein the contact distribution component further:

obtains training information regarding remote agents; and

directs the incoming contact to a remote agent based at least in part on training information obtained about the remote agent.

23. A non-transitory computer-readable medium having computer-executable components for automatically distributing contacts directly to remote agents capable of processing the contacts, the computer-executable components comprising:

a pricing module that determines a predetermined price to pay a remote agent for processing an incoming contact;

a contact distribution module that directs an offer to process the incoming contact at the predetermined price to a first remote agent having a profile associated with the first remote agent that indicates the first remote agent is capable of processing the incoming contact;

a user interface module that enables the first remote agent to indicate the remote agent'"'"'s desire to accept or reject the offer to process the incoming contact at the predetermined price;

wherein the contact distribution module further routes the incoming contact to the first remote agent if the first remote agent accepts the offer and directs the offer to process the incoming contact at the predetermined price to a second remote agent having a profile associated with the second remote agent indicating the second remote agent'"'"'s capability of processing the incoming contact if the first remote agent rejects the offer;

wherein the user interface module further enables the second remote agent to indicate the second remote agent'"'"'s desire to accept or reject the offer to process the incoming contact at the predetermined price;

wherein the contact distribution module further routes the incoming contact to the second remote agent if the second remote agent accepts the offer; and

a revenue module that initiates payment of the price predetermined by the pricing module to the remote agent that accepts the offer and processes the incoming contact;

wherein the predetermined price is dependent at least in part on contact answering ability.

24. The non-transitory computer-readable medium of claim 23, wherein the price is fixed.

25. The non-transitory computer-readable medium of claim 23, wherein the price is variable.

26. The non-transitory computer-readable medium of claim 23, wherein the price is dependent on a contact answering ability of the remote agents capable of processing the incoming contact.

27. The non-transitory computer-readable medium of claim 23, wherein the determined price is dependent on information specific to the remote agent that accepts the incoming contact.

28. The non-transitory computer-readable medium of claim 23, further comprising a metric component that gathers metrics related to the incoming contacts and the remote agents.

29. The non-transitory computer-readable medium of claim 23 further comprising a feedback module operative to store feedback regarding contacts and agents, wherein the contact distribution module directs the incoming contact to a remote agent based at least in part on the feedback.

30. The non-transitory computer-readable medium of claim 23 further comprising a training module operative to store training information regarding remote agents, wherein the contact distribution module directs the incoming contact to a remote agent based at least in part on training information known about respective remote agents.