Method and apparatus for intelligent routing of incoming calls to representatives in a call center

  • US 6,798,876 B1
  • Filed: 12/29/1999
  • Issued: 09/28/2004
  • Est. Priority Date: 12/29/1998
  • Status: Expired due to Term
First Claim
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1. A method for routing an incoming call to a customer service representative comprising the steps of:

  • identifying the caller of the incoming call;

    retrieving a profile on the caller;

    comparing the caller profile with stored customer service representative profiles to determine which customer service representatives are more qualified to handle the incoming call;

    ranking the customer service representatives that can best meet the caller'"'"'s needs;

    routing the incoming call to a selected highest ranked customer service representative; and

    automatically updating, at the completion of the call, the caller profile and the selected customer service representative profile with information regarding the success of the call.

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