SYSTEMS AND METHODS FOR MANAGING MULTI-TENANT CALLBACK SERVICES

• US 20160269556A1
• Filed: 03/15/2016
• Published: 09/15/2016
• Est. Priority Date: 05/25/2011
• Status: Active Grant

• Current Assignee: Echopass Corp. (Genesys Cloud Services Incorporated)
• Original Assignee: Echopass Corp. (Genesys Cloud Services Incorporated)
• Inventors: Smith, Wesley, Burdick, Derek, Sheppard, Wayne, Empey, Dennis, Tso, David
• Granted Patent: US 9,742,918 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• CPC Class Codes: H04M 3/424 Arrangements for automatic redialling at the subscriber's set H04M1/27
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Systems and methods for managing multi-tenant callback services may be provided via a multi-tenant services integration platform. Several multi-tenant software as a service applications may be offered as a hosted software solution via the multi-tenant services integration platform. Various applications may deploy and support a shared tenant and shared services environment where there can be many different customers (companies and users) running in their own virtual partition from a single application instance. The applications may be multi-tenant aware and integrated into an administration portal which integrates several shared tenant services. The tenant model may allow for customized application configurations to be run from a single application instance. Further, improved methods for providing callback management, calculating estimated wait times, and providing for callback initiation may be integrated in such multi-tenant services.

Claims

1. A system for managing multi-tenant callback services for call centers comprising:

a plurality of tenants, wherein each tenant provides one or more sets of configuration data;

a plurality of call center applications from one or more vendors for assisting a plurality of call center agents; and

a queue callback application among the plurality of call center applications for managing callbacks to connect callers to call center agents over a public switched telephone network,

wherein each set of configuration data is customized for a tenant and associated with one or more of the plurality of call center applications,

wherein the plurality of call center applications can support multiple tenants, utilizing one shared installation of the one or more of the plurality of call center applications, and

wherein each tenant has a virtual partition on which instances of the shared installation of the one or more applications is run.

2. The system of claim 1, wherein the system is provided as a hosted software service.

3. The system of claim 1, wherein the plurality of call center applications includes customer interaction management, inbound and outbound dialing, real time and historical reporting, routing, quality monitoring, and call recording.

4. The system of claim 1, wherein the configuration data specifies views of the call center applications to be displayed.

5. The system of claim 1, wherein the configuration data for an individual tenant includes the skill sets of the call center agents of the individual tenant.

6. The system of claim 1 wherein the configuration data for an individual tenant includes a queue callback application for the individual tenant.

7. The system of claim 1, wherein the queue callback application allows the callers to be quoted an expected wait time.

8. The system of claim 7, wherein based on the expected wait time, the queue callback application provides the callers with the option of waiting in the queue on hold or receiving a callback.

9. The system of claim 8, further comprising reporting services providing real-time information of the callers waiting in the queue and the callers who elected to receive a callback.

10. The system of claim 7, wherein the expected wait time is calculated based on one or more of the following:

number of callers in a queue, number of available agents, number of agents with a target skill set, speed at which the agents with the target skill set are answering callers within a current sampling window, volatility of a recent average speed answer by the target agent skill group, or the currency of all sample information.

11. The system of claim 10 wherein the expected wait time is provided via one or more of the following:

voice channels, chat services, or message services.

12. A method for managing multi-tenant callback services for call centers comprising:

customizing at least one set of configuration data for an individual tenant of a plurality of tenants, wherein each tenant provides one or more sets of configuration data;

associating the at least one set of configuration data with one or more call center application from a plurality of call center applications, wherein the plurality of call center applications are provided from one or more vendors for assisting a plurality of call center agents; and

managing callbacks, via a queue callback application among the plurality of call center applications, to connect callers to call center agents over a public switched telephone network,

wherein the plurality of call center applications can support multiple tenants, utilizing one shared installation of the plurality of call center applications, and

wherein each tenant has a virtual partition on which instances of the shared installation of the one or more applications is run.

13. The method of claim 12, wherein the method is performed using a hosted software service.

14. The method of claim 12, wherein the plurality of call center applications includes customer interaction management, inbound and outbound dialing, real time and historical reporting, routing, quality monitoring, and call recording.

15. The method of claim 12 wherein the configuration data for an individual tenant includes a queue callback application for the individual tenant.

16. The method of claim 12, further comprising quoting, via the queue callback application, an expected wait time.

17. The method of claim 16, further comprising providing, based on the expected wait time, the callers with the option of waiting in the queue on hold or receiving a callback.

18. The method of claim 17, further comprising providing real-time information of the callers waiting in the queue and the callers who elected to receive a callback.

19. The method of claim 16, wherein the expected wait time is calculated based on one or more of the following:

number of callers in a queue, number of available agents, number of agents with a target skill set, speed at which the agents with the target skill set are answering callers within a current sampling window, volatility of a recent average speed answer by the target agent skill group, or the currency of all sample information.

20. The system of claim 19 further comprising providing the expected wait time via one or more of the following:

voice channels, chat services, or message services.