System and methods for improving interaction routing performance

  • US 9,854,006 B2
  • Filed: 09/04/2014
  • Issued: 12/26/2017
  • Est. Priority Date: 12/22/2005
  • Status: Active Grant
First Claim
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1. An interaction router, comprising:

  • a processor; and

    a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

    receive a request for routing an interaction via a first interface for receiving information from an interaction switching element, the information regarding the interaction at the switching element;

    execute a routing strategy in response to the request, the routing strategy including a link to a server coupled to the interaction router over a second interface coupled to a data communication network, wherein executing the routing strategy comprises executing the link;

    in response to executing the link, transmit a request to the server over the data communication network, the request instructing the server to execute a business process associated with the link, wherein the business process includes tasks for manipulating at least one of customer data and business data, and wherein in executing the business process, the server is configured to dynamically generate one or more executable routing instructions;

    receive the executable routing instructions from the server over the data communication network; and

    execute the executable routing instructions as part of the routing strategy for routing the interaction to a routing destination.

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