Systems and methods for lead routing
First Claim
1. A system for centrally managing inbound calls, the system comprising:
- a network interface that facilitates communication with a set of callers and a set of receivers;
a datastore storing information relating to a set of categories and the set of receivers;
a telephony switch in communication with the datastore and the network interface, the telephony switch configured to;
receive an inbound call from a caller;
process a first set of information about the inbound call, the first set of information identifying characteristics corresponding to the inbound call based in part on analyzing one or more detected spoken words of the caller captured during the inbound call;
determine a second set of information about the inbound call based at least in part on the first set of information, the second set of information identifying characteristics corresponding to the caller;
match a first category of the set of categories to the inbound call based at least in part on the first set of information identifying the characteristics based in part on the analyzing of the detected spoken words of the caller captured during the inbound call, and the second set of information;
determine a first receiver of the inbound call based at least in part on the first category, the first receiver selected from a first set of receivers associated with the first category; and
determine a numerical lead quality score of the inbound call based at least in part on call characteristics in which a subset of the call characteristics are detected during the first inbound call.
10 Assignments
0 Petitions
Accused Products
Abstract
Systems, methods, apparatuses, and computer-readable media for managing and evaluating leads from incoming calls are provided. A first inbound call from a first caller may be received. A first set of information identifying characteristics of the first inbound call may be processed. A second set of information identifying characteristics of the first inbound call may be determined based on the first set of information. A first category may be matched to the first inbound call. A first receiver may be determined. A second inbound call from a second caller may be received. A third set of information identifying characteristics of the second inbound call may be processed. A fourth set of information identifying characteristics of the second inbound call may be determined based on the third set of information. A second category may be matched to the second inbound call. A second receiver may be determined.
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Citations
27 Claims
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1. A system for centrally managing inbound calls, the system comprising:
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a network interface that facilitates communication with a set of callers and a set of receivers; a datastore storing information relating to a set of categories and the set of receivers; a telephony switch in communication with the datastore and the network interface, the telephony switch configured to; receive an inbound call from a caller; process a first set of information about the inbound call, the first set of information identifying characteristics corresponding to the inbound call based in part on analyzing one or more detected spoken words of the caller captured during the inbound call; determine a second set of information about the inbound call based at least in part on the first set of information, the second set of information identifying characteristics corresponding to the caller; match a first category of the set of categories to the inbound call based at least in part on the first set of information identifying the characteristics based in part on the analyzing of the detected spoken words of the caller captured during the inbound call, and the second set of information; determine a first receiver of the inbound call based at least in part on the first category, the first receiver selected from a first set of receivers associated with the first category; and determine a numerical lead quality score of the inbound call based at least in part on call characteristics in which a subset of the call characteristics are detected during the first inbound call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for managing inbound calls in which a network interface, in communication with a telephony switch, facilitates communication with callers and a set of receivers and in which a datastore, in communication with the telephony switch, stores information relating to a set of categories and the set of receivers, the method comprising:
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receiving, via the telephony switch, an inbound call from a caller; processing a first set of information about the inbound call, the first set of information identifying one or more characteristics of the inbound call based in part on analyzing one or more detected spoken words of the caller captured during the inbound call; determining a second set of information about the inbound call based at least in part on the first set of information, the second set of information identifying one or more characteristics of the caller; matching a first category to the inbound call based at least in part on the first set of information identifying the characteristics based in part on the analyzing of the detected spoken words of the caller captured during the inbound call, and the second set of information; determining a first receiver of the inbound call based at least in part on the first category, the first receiver selected from a first set of receivers associated with the first category; and determining a lead quality score of the inbound call based at least in part on call characteristics in which a subset of the call characteristics are detected during the inbound call. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A non-transitory, machine-readable medium comprising a datastore, in communication with a telephony switch, storing information relating to a set of categories and a set of receivers, the machine-readable medium comprising instructions thereon for managing inbound calls, which instructions, when executed by one or more computers or other processing devices, comprising a network interface, in communication with the telephony switch, that facilitates communication with callers and the set of receivers, cause the one or more computers or other processing devices to:
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receive, via the telephony switch, an inbound call from a caller; process a first set of information about the inbound call, the first set of information identifying one or more characteristics of the inbound call based in part on analyzing one or more detected spoken words of the caller captured during the inbound call; determine a second set of information about the inbound call based at least in part on the first set of information, the second set of information identifying one or more characteristics of the caller; match a first category to the inbound call based at least in part on the first set of information identifying the characteristics based in part on the analyzing of the detected spoken words of the caller captured during the inbound call, and the second set of information; determine a first receiver of the inbound call based at least in part on the first category, the first receiver selected from a first set of receivers associated with the first category; and determine a numerical lead quality score of the inbound call based at least in part on call characteristics in which a subset of the call characteristics are detected during the inbound call. - View Dependent Claims (22, 23, 24, 25, 26, 27)
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Specification