System for communication routing

摘要

A system, method, apparatus, means, and computer program code is provided wherein an electronic communication is received. A communication routing matrix is accessed, from a relational database platform, to select a service representative for the received communication. It may then be arranged for the received communication to be routed in accordance with the selected service representative.

主权项

1. A system including for routing communications to a selected platform, comprising:
a plurality of service representative platforms; a relational database platform storing a communication routing matrix; and a communications server, including:
a communication device to receive a communication associated with an insurance claim,a processor coupled to the communication device and the relational database platform, anda storage device in communication with said processor and storing instructions adapted to be executed by said processor to:
automatically determine an insured party and an associated identifier for with the received communication,attempt to match information about the communication with at least one override flag to select one of the service representative platforms,if the information about the communication does not match the at least one override flag, access the routing matrix to attempt to select one of the service representative platforms for the received communication based on information in the routing matrix and the insured party,if a service representative platform is not selected based on the routing matrix, select one of the service representative platforms in accordance with a default routing rule, androute the received communication to the selected service representative platform.