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AssigneeAvaya Inc.
InventorsDavid L. Bauer, Keith R. McFarlane, Andrew Derek Flockhart, Lucinda M. Sanders, Gary S. King, Darryl J. Maxwell, Steve R. Russell, Robert Alan Stewart, Wendy S. Cook
Estimating the term…
The present integrated work management engine for customer care orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise. This integrated work management engine brings together all types of disparate communication system components, applications and information storage systems so the business which provides the customer care via these systems can respond to their customer requests in a unified, efficient and effective manner. The integrated work management engine also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. The integrated work management engine accepts work through multiple access channels, where each work request is automatically mapped to a process flow that specifies the task associated with the handling of the particular work item. The integrated work management engine uses resource selection algorithms to select the customer agent who is best equipped to handle the next step of the work request where customer data is accessed, and customer case files are updated through the fulfillment process. The selected customer agent views the customer information, process information, forms, and performance statistics on their desktop terminal device through an API set that is tightly coupled to the integrated work management engine.
A work management system, operational in a communication service providing system, for interconnecting a customer, who is using a communication device, in a communication session with a selected one of a plurality of agents that are connected to said communication service providing system, comprising:
A method of operating a work management system, operational in a communication service providing system, for interconnecting a customer, who is using a communication device, in a communication session with a selected one of said plurality of agents that are connected to said communication service providing system, comprising the steps of:
A work management system, operational in a communication service providing system, for interconnecting a customer, who is using a communication device, in a communication session with a selected one of a plurality of agents that are connected to said communication service providing system, comprising:
Dependencies are inferred from the claim text.