System and method for language specific routing

摘要

A system and method are presented for language specific routing. Language assignment may be used to efficiently route inbound interactions in a contact center. The inbound interaction's original location may be determined and assigned a language based on the location of the interaction. The interaction is assigned a language tag that can be referenced throughout routing. The interaction may be routed to the appropriate endpoints within the system based on the language tag.

主权项

1. A method for routing an interaction utilizing language assignment, in a contact center operation system which comprises at least an interactive voice response system, interaction routing means, and a plurality of endpoints, comprising the steps of:
a. receiving an inbound interaction by the contact center operation system wherein the inbound interaction is received at a first endpoint; b. determining the language assignment of the inbound interaction by the first endpoint, wherein the language assignment comprises a reference means; c. routing the inbound interaction based on the reference means to an other endpoint associated with the reference means in the contact center operation system; and d. reviewing the reference means by the contact center operation system to determine other response routes based on the reference means, wherein the interaction is routed to an other endpoint associated with the reference means.