| 发明名称 | System of reverse call branch off-load | ||
| 摘要 | A computer-implemented system for routing a call to a call center may generally comprise a computer system comprising at least one processor and a storage device comprising computer-readable medium in communication with the processor and storing instructions adapted to be executed by the processor to receive a call from a caller at an automated call distributor, initiate an interactive voice response interrogation session with the caller, and classify the call as one of a first type and a second type based on the interactive voice response interrogation session, when the call type is classified as the first type, route the call to at least one of a plurality of branches comprising at least one agent designated to receive calls classified as the first type, when the call type is classified as the second type, route the call to a call center comprising at least one agent designated to receive calls classified as the first type and the second type. | ||
| 申请公布号 | US9031224(B1) | 申请公布日期 | 2015.05.12 |
| 申请号 | US201314069803 | 申请日期 | 2013.11.01 |
| 申请人 | The PNC Finanical Services Group, Inc. | 发明人 | Warder Jamie |
| 分类号 | H04M3/523;H04M3/493 | 主分类号 | H04M3/523 |
| 代理机构 | Buchanan Ingersoll & Rooney PC | 代理人 | Buchanan Ingersoll & Rooney PC ;Pugh Robert J. |
| 主权项 | 1. A computer-implemented system for routing a call to a call center, the system comprising: a computer system comprising at least one processor; and a storage device comprising a computer-readable medium in communication with the processor and storing instructions configured to be executed by the processor to: receive a call from a caller at an automated call distributor;initiate an interactive voice response interrogation session with the caller;classify the call as a first type based on the interactive voice response interrogation session;classify the call as a second type based on the interactive voice response interrogation session;route the call classified as the first type to at least one of a plurality of branches comprising at least one agent designated to receive calls classified as the first type;route the call classified as the second type to a call center comprising at least one agent designated to receive calls classified as the first type and the second type; andapply a throttle based on a predetermined call type and an estimated maximum call volume to reduce routing of at least one additional call to the at least one of the plurality of branches. | ||
| 地址 | Pittsburgh PA US | ||