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AU2001292813A1 - Call center with integrated work management - Google Patents

Call center with integrated work management

Info

Publication number
AU2001292813A1
AU2001292813A1 AU2001292813A AU9281301A AU2001292813A1 AU 2001292813 A1 AU2001292813 A1 AU 2001292813A1 AU 2001292813 A AU2001292813 A AU 2001292813A AU 9281301 A AU9281301 A AU 9281301A AU 2001292813 A1 AU2001292813 A1 AU 2001292813A1
Authority
AU
Australia
Prior art keywords
call center
work management
integrated work
integrated
management
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
AU2001292813A
Inventor
David L. Bauer
Wendy S. Cook
Andrew Derek Flockhart
Gary S. King
Darryl J. Maxwell
Keith R. Mcfarlane
Steve R. Russell
Lucinda M. Sanders
Robert Alan Stewart
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Technology LLC
Original Assignee
Avaya Technology LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US09/662,294 external-priority patent/US6690788B1/en
Application filed by Avaya Technology LLC filed Critical Avaya Technology LLC
Publication of AU2001292813A1 publication Critical patent/AU2001292813A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Computer And Data Communications (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
AU2001292813A 2000-09-15 2001-09-12 Call center with integrated work management Abandoned AU2001292813A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09/662,294 2000-09-15
US09/662,294 US6690788B1 (en) 1998-06-03 2000-09-15 Integrated work management engine for customer care in a communication system
PCT/US2001/029328 WO2002023877A2 (en) 2000-09-15 2001-09-12 Call center with integrated work management

Publications (1)

Publication Number Publication Date
AU2001292813A1 true AU2001292813A1 (en) 2002-03-26

Family

ID=24657161

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2001292813A Abandoned AU2001292813A1 (en) 2000-09-15 2001-09-12 Call center with integrated work management

Country Status (2)

Country Link
AU (1) AU2001292813A1 (en)
WO (1) WO2002023877A2 (en)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7299259B2 (en) 2000-11-08 2007-11-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
US6822945B2 (en) 2000-11-08 2004-11-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
US7929562B2 (en) 2000-11-08 2011-04-19 Genesis Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
USRE46776E1 (en) 2002-08-27 2018-04-03 Genesys Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
EP1607891A1 (en) * 2004-06-17 2005-12-21 ABN AMRO Bank N.V. System for managing business processes by means of a computer system
WO2014089539A1 (en) * 2012-12-07 2014-06-12 Genesys Telecommunications Laboratories, Inc. Cross-channel conversations with context aware transition between channels
US9497289B2 (en) 2012-12-07 2016-11-15 Genesys Telecommunications Laboratories, Inc. System and method for social message classification based on influence
US9300482B2 (en) 2012-12-07 2016-03-29 Genesys Telecommunications Laboratories, Inc. Cross-channel conversations with context aware transition between channels

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU677393B2 (en) * 1993-07-08 1997-04-24 E-Talk Corporation Method and system for transferring calls and call-related data between a plurality of call centres
US6044146A (en) * 1998-02-17 2000-03-28 Genesys Telecommunications Laboratories, Inc. Method and apparatus for call distribution and override with priority
EP0897238A1 (en) * 1997-08-11 1999-02-17 Alcatel Call distribution system, and method

Also Published As

Publication number Publication date
WO2002023877A2 (en) 2002-03-21
WO2002023877A3 (en) 2003-01-23

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