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1. WO2006124113 - DYNAMIC CUSTOMER SATISFACTION ROUTING

Publication Number WO/2006/124113
Publication Date 23.11.2006
International Application No. PCT/US2006/010169
International Filing Date 20.03.2006
IPC
H04M 3/00 2006.01
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
CPC
G06Q 30/02
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
02Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
H04M 3/5232
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention ; , e.g. call or contact centers for telemarketing
523with call distribution or queueing
5232Call distribution algorithms
H04M 3/5233
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention ; , e.g. call or contact centers for telemarketing
523with call distribution or queueing
5232Call distribution algorithms
5233Operator skill based call distribution
Applicants
  • TELEPHONY@WORK, INC. [US]/[US] (AllExceptUS)
  • MARGULIES, Edwin, Kenneth [US]/[US] (UsOnly)
  • BORODOW, Eli, Ben [CA]/[US] (UsOnly)
  • EZERZER, Ran [CA]/[US] (UsOnly)
  • ALJANE, Ali [US]/[US] (UsOnly)
  • SEEBAUER, W. [US]/[US] (UsOnly)
Inventors
  • MARGULIES, Edwin, Kenneth
  • BORODOW, Eli, Ben
  • EZERZER, Ran
  • ALJANE, Ali
  • SEEBAUER, W.
Agents
  • CODDINGTON, Trevor
Priority Data
11/376,48615.03.2006US
60/682,18017.05.2005US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) DYNAMIC CUSTOMER SATISFACTION ROUTING
(FR) ACHEMINEMENT DYNAMIQUE DE LA SATISFACTION D'UN CLIENT
Abstract
(EN)
A robust customer service environment employing 'Key Performance Indicators' (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences, whether originating from the customer, agent, or agent supervisor, is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user.
(FR)
L'invention concerne un environnement de service client robuste utilisant des 'indicateurs de rendement de clé' (KPI) qui représentent à la fois les expériences d'interaction des clients et l'efficacité globale du rendement d'un agent sur une base d'interaction. Un KPI peut être un quelconque élément métrique permettant de mesurer une catégorie d'information concernant l'interaction d'un centre d'appel, notamment la satisfaction d'un client ou le rendement/capacité d'un agent. L'entrée d'expériences de client, effectuée par le client, l'agent ou un superviseur de l'agent, est cataloguée et liée à un ou plusieurs KPI. Ceux-ci sont associés à un gabarit d'indicateur de rendement de clé lié à un projet comprenant des règles d'acheminement, des modules d'enclenchement et des mesures spécifiques menées comme résultat du gabarit indicateur du rendement de clé. Le projet peut être un projet de téléphone/IVR, un projet de service de rappel Web, un projet de courriel ou un projet de bavardage. L'exécution du gabarit indicateur du rendement de clé enclenche une entrée préalable, en cours et/ou postérieure d'appel, de bavardage, de service de rappel, ou de courriel à partir d'un utilisateur dans le centre d'appel.
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