PREDICTIVE AGENT-LEAD MATCHING

摘要

A system for providing predictive agent-lead matching, comprising an agent-lead matching server that receives information from network-connected systems operating within a contact center, analyzes the received information, and identifies data correlations between portions of received information; and a routing server that receives communications from user devices, and directs communications to agent workstations operating within a contact center.

主权项

1. A system for performing predictive agent-lead matching, comprising:
an agent-lead matching server comprising at least a plurality of programming instructions stored in a memory operating and operating on a processor of a computing device and configured to receive a plurality of lead-matching information from a plurality of information sources, the plurality of lead-matching information comprising at least a plurality of customer-related information and a plurality of agent-related information, and configured to analyze at least a portion of the plurality of lead-matching information, and configured to determine at least a plurality of data correlations between at least a portion of the customer-related information and at least a portion of the agent-related information, the determination being based at least in part on the analysis results; and a routing server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to receive a plurality of customer interactions from a plurality of customer interaction systems operating within a contact center, and configured to receive a plurality of data correlations from an agent-lead matching server, and to direct at least a portion of the customer interaction to a plurality of agent workstations operating within a contact center, the direction being based at least in part on at least a portion of the plurality of data correlations.