Blended agent contact center

• US 6,775,378 B1
• Filed: 10/25/1999
• Issued: 08/10/2004
• Est. Priority Date: 10/25/1999
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Concerto Software Incorporated (Alvaria Incorporated)
• Inventors: Stout, Jeffrey, Villena, Jose, Tellez, Alex, Mathur, Madhu, Ben-Chanoch, Eyal
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US09/426,677
• Time in Patent Office: 1,751 Days
• Field of Search: 379/266.07, 379/265.11, 379/265.12, 379/265.13
• US Class Current: 379/266.07
• 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 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A blended contact center arrangement is disclosed wherein designated agent terminals may facilitate agent customer interaction with respect to a variety of different contact center applications. The agent terminals are logged on to both inbound and outbound contact center applications, and may switch between the two on a dynamic and flexible basis. Other types of agent customer interaction, such as email, webchat, etc. may be implemented as well.

Claims

1. A contact center for processing agent customer interactions, said contact center comprising:

a plurality of agent terminals, at least a subset of said plurality of agent terminals designated and configured to accomplish a specified at least one of at least two types of customer interactions at any given time, said at least a subset of said plurality of agent terminals having a first number of assigned agent terminals;

means for maintaining a profile record for each agent terminal, the profile record for each terminal being indicative of which of said specified at least one of said at least two types of agent customer interaction each said agent terminal is capable of accomplishing at any given time;

a processor, for automatically allocating agent customer interactions to an agent terminal; and

a switching arrangement, responsive to said processor and to said means for maintaining a profile record for each agent terminal, for automatically increasing said first number of assigned agent terminals of the subset of agent terminals, and for allocating at least one agent customer interaction to a next available agent at an agent terminal which is part of the increased number of agent terminals in said subset of agent terminals whose profile indicates an ability to accomplish the type of agent customer interaction to be allocated when a predetermined contact center performance threshold is exceeded, thereby precluding degradation of performance of the contact center.

4. The contact center according to claim 1, further including a supervisory terminal which includes software for altering the profile record for each agent terminal.

2. A method of processing inbound and outbound calls in a contact center comprising the acts of:

causing a plurality of agent terminals to be logged on to both inbound and outbound contact center software applications;

processing inbound calls with a subset of said agent terminals unless and until a predetermined performance threshold is approached; and

automatically increasing the number of said agent terminals in said subset if said predetermined performance threshold is approached too closely, thereby precluding degradation of performance of the contact center.

3. The method of claim 2 wherein said number is automatically increased by reassigning the first available agent terminal processing an outbound call to process an inbound call.

5. The method according to claim 2, further comprising the acts of:

associating a profile that indicates which types of agent customer interaction the agent terminal can process; and

altering the profile that indicates which types of agent customer interaction the agent terminal can facilitate using a supervisory terminal.