Integrating enterprise and provider contact center resources to handle workload on-demand
AssigneeInternational Business Machines Corporation
InventorsRomelia Flores, Jason Salcido
Life of this patent
Estimating the term…
Abstract
A method for handling contact center requests can include the step of identifying a contact center request and a resource type to handle the request, where a resource of the resource type can be selected from a multitude of contact center resources. The contact center resources can include at least one enterprise resource and at least one provider resource. The request can be handled using the selected resource.
Claims20
A method for handling contact center requests comprising the steps of:
- identifying a contact center request;
- ascertaining a resource type to handle the request;
- selecting a resource of the resource type from a plurality of contact center resources, wherein said plurality of contact center resources includes at least one enterprise resource and at least one provider resource;
- and
- handling the request using the selected resource.
A resource management system for managing workflow in a contact center comprising:
- an enterprise network comprising a plurality of dedicated contact center resources for handling requests;
- an outsourced network comprising a plurality of resources for handling requests, wherein the outsourced network resources handle requests for a plurality of different contact centers including the contact center associated with the enterprise network;
- a resource router configured to receive contact center requests, to automatically select resources from among enterprise network resources and outsourced network resources, and to utilize the selected resources to handle the received contact center requests.
A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:
- identifying a contact center request;
- ascertaining at least one resource type to handle the request;
- for each resource type, selecting a resource of the resource type from a plurality of contact center resources, wherein said plurality of contact center resources include at least one enterprise resource and at least one provider resource;
- and
- handling the request using the selected resources, wherein at least one of the selected resources is a human agent.
Dependencies are inferred from the claim text.