System and method for contact center shared economy
OwnerHerbert Willi Artur Ristock, Merijn te Booij +3inventors
InventorsHerbert Willi Artur Ristock, Merijn te Booij, Vladimir Mezhibovsky, David Anderson, Yevgeniy Petrovykh
Life of this patent
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Abstract
A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.
Claims19
1-20. (canceled)
A system for servicing a marketplace, the marketplace comprising plural consumers and plural providers, the system comprising:
- a data storage device;
- a processor coupled to the data storage device;
- a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
- monitor first interactions between the plurality of consumers or the plurality of providers, and the marketplace, wherein the plurality of providers are providers for the marketplace;
- monitor second interactions between the plurality of consumers and the plurality of providers arising through the marketplace;
- store information based on the monitored first and second interactions in the data storage device, wherein the information includes information about relationships between the plurality of consumers, the plurality of providers, and the marketplace;
- detect a request for a new interaction from a particular consumer;
- and
- in response to detecting the request, identify a potential provider for the particular consumer based on the stored information, the potential provider being selected from the plurality of providers;
- and
- a switch coupled to the processor, the switch being adapted to receive a signal from the processor for routing one of the first interactions from a first communication device associated with one of the plurality of consumers or one of the plurality of providers, and an agent workstation, based on the relationships.
A method for servicing a marketplace, the marketplace comprising plural consumers and plural providers, the method comprising:
- monitoring, by a processor, first interactions between the plurality of consumers or the plurality of providers, and the marketplace, wherein the plurality of providers are providers for the marketplace;
- monitoring, by the processor, second interactions between the plurality of consumers and the plurality of providers arising through the marketplace;
- storing, by the processor, information based on the monitored first and second interactions in a data storage device, wherein the information includes information about relationships between the plurality of consumers, the plurality of providers, and the marketplace;
- detecting, by the processor, a request for a new interaction from a particular consumer;
- and
- in response to detecting the request, identifying, by the processor, a potential provider for the particular consumer based on the stored information, the potential provider being selected from the plurality of providers;
- wherein the processor is coupled to a switch, the switch being adapted to receive a signal from the processor for routing one of the first interactions from a first communication device associated with one of the plurality of consumers or one of the plurality of providers, and an agent workstation, based on the relationships.
Dependencies are inferred from the claim text.