On-demand contact center electronic communication system and method
AssigneeMitel Networks Corporation
InventorsJonathan Braganza, Nishu Sharma, Kevin Lee, Darren Mombourquette, Timothy Kefford
Life of this patent
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Abstract
Electronic communication methods and systems for rating agents and allowing customers for select agents are provided. Exemplary systems include a communication server for connecting a user to a communication with a contact center, a presence system to determine status of one or more agents, a wait-time determination engine to determine a wait time for one or more agents present for the communication, an agent scoring system for determining a score for one or more agents present for the communication, and a routing engine to connect a selected agent to the communication.
Claims20
A communication system comprising:
- a communication server configured to connect a user to a communication with a contact center;
- a presence system configured to determine a status of each of one or more agents;
- a wait-time determination engine configured to determine a wait time for the each of the one or more agents who are present for the communication;
- an agent scoring system configured to determine a score for each of the one or more agents who are present for the communication;
- and
- a routing engine configured to connect a selected agent to the communication.
A communication method comprising the steps of:
- using an agent registration system, registering one or more agents;
- using a customer device, initiating a communication;
- using a presence system, determining a presence of each of the one or more agents;
- using an agent scoring system, determining an agent score for each of one or more present agents;
- providing the agent score for each of one or more present agents to the customer device;
- using the customer device, selecting an agent;
- and
- connecting the agent to the communication.
A communication system comprising:
- a communication server configured to connect a user to a communication with a contact center;
- a presence system configured to determine a status of one or more agents;
- a wait-time determination engine configured to determine a wait time for one or more agents present for the communication;
- an agent scoring system configured to determine a score for the one or more agents present for the communication;
- a routing engine configured to connect a selected agent to the communication;
- and
- an agent filtering system configured to (a) automatically filter one or more agents from a connection to a communication based on one or more of fee, skill, region, enterprise affiliation, cloud technology, storage, and/or (b) allow an agent to manually or automatically decline to be connected to a communication.
Dependencies are inferred from the claim text.