Process for dynamic routing of customer contacts to service providers in real time
AssigneeMetro Enterprises, Inc.
InventorsShlomo Gonen, Jonathan Gonen, Danny Rosen
Life of this patent
Estimating the term…
Abstract
A dynamic contact routing system includes establishing a plurality of service provider accounts. The service providers submit bids for a per-contact charge. A contact list is created wherein the service providers are ranked from the highest bidder to the lowest bidder. A contact received from a potential customer is routed to the highest ranked bidder service provider on the contact list. If the contact is not responded to or rejected, the contact is rerouted to the next highest ranked service provider on the contact list. The service provider's account who has received the contact is charged the pre-contact amount by that service provider.
Claims49
A process for dynamic routing of customer contacts to service providers, comprising the steps of:
- establishing accounts for a plurality of service providers;
- permitting the plurality of service providers to bid against one another for a customer per-contact charge;
- creating a contact list comprised of the service providers ranked from the highest bidder service provider to the lowest bidder service provider;
- receiving a contact from a customer;
- routing the contact from the customer to the highest ranked bidder service provider on the contact list;
- and
- charging the service provider account receiving the contact the customer pre-contact amount bid by the service provider.
A process for dynamic routing of customer contacts to service providers, comprising the steps of:
- establishing accounts for a plurality of service providers;
- permitting the plurality of service providers to bid against one another for a customer per-contact charge;
- creating contact lists based on geographic location of the service providers, wherein the service providers are ranked from the highest bidder service provider to the lowest bidder service provider;
- receiving a contact from a customer, wherein the contact comprises a live conversation via a real-time communications link;
- routing the contact from the customer to the highest ranked bidder service provider on the contact list;
- charging the service provider account receiving the contact the customer pre-contact amount bid by the service provider;
- rerouting the customer contact to a next highest ranked service provider on the contact list if the highest ranked service provider does not respond to the customer contact;
- and
- notifying a service provider when its bidding ranking has changed, and permitting the service provider to enter a new bid.
A process for dynamic routing of customer contacts to service providers, comprising the steps of:
- establishing accounts for a plurality of service providers;
- permitting the plurality of service providers to bid against one another for a customer per-contact charge;
- creating contact lists based on geographic location of the service providers, wherein the service providers are ranked from the highest bidder service provider to the lowest bidder service provider;
- receiving a contact from a customer, wherein the contact comprises a customer originated electronic message;
- routing the contact from the customer to the highest ranked bidder service provider on the contact list;
- charging the service provider account receiving the contact the customer pre-contact amount bid by the service provider;
- rerouting the customer contact to a next highest ranked service provider on the contact list if the highest ranked service provider does not respond to the customer contact;
- and
- notifying a service provider when its bidding ranking has changed, and permitting the service provider to enter a new bid.
Dependencies are inferred from the claim text.