CPC H04M 3/5233 (2013.01) [G06Q 10/0639 (2013.01); G06Q 10/06398 (2013.01); H04M 2203/401 (2013.01)] | 11 Claims |
1. A computer system for selectively routing customer service requests to call centers, comprising:
a contacts management system having:
data sources comprising customer relationship management records, interaction history, agent performance records, reports, and workforce management records;
an interim database coupled to each of the data sources for aggregating data from the data sources; and
an analytics engine module configured to:
monitor calls between a customer and a call center agent;
retrieving stored aggregated data from the interim database;
analyzing the retrieved stored aggregated data to determine a call history with a call center agent; and
identify call center trends utilizing the determined call history for the call center agent retrieved from the interim database;
a workforce management system configured to store call agent information including schedules, roles, skill types, experience levels and titles associated with the call agent; and
a multi-gateway switch having a routing engine module to route an incoming call to a call center agent based upon the determination of the analytics engine module regarding determined trends with the call center agent and information stored in the workforce management system regarding a call center agent.
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