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US 2008/0177606 A1Published application
Method and system for allocating calls to call center vendors
AssigneeInternational Business Machines Corporation
InventorsChing-Hua Chen-Ritzo, Daniel Connors, Laura Wynter
Life of this patent
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Abstract
A system (and method) for allocating a contact to a vendor includes determining a real-time allocation of contact based upon one of a client-to-service provider payment structure, a service provider-to-vendor payment structure, and a real-time client contact handling demand.
Claims20
A method of allocating contacts to a vendor, comprising:
- determining a real-time allocation of a contact based upon any of a client-to-service provider payment structure, a service provider-to-vendor payment structure, and a real-time client contact handling demand.
A system for allocating contacts to a vendor, comprising:
- a contact allocation determiner that determines a real-time allocation of a contacts to said vendor based upon one of a client-to-service provider payment structure, a service provider to vendor payment structure, and a current client contact handling demand.
A system for allocating contacts to a vendor comprising:
- means for determining a real-time allocation of a contact to said vendor based upon one of a client-to-service provider payment structure, a service provider-to-vendor payment structure, and a real-time client contact handling demand;
- and
- means for determining a forecasted allocation of resources by said vendor based upon said determined allocation of a contact.
Dependencies are inferred from the claim text.