System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data

摘要

An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents. Each call center system is designed to support various queues, and agents may be qualified or assigned to various queues based on their skill sets and skill levels.

主权项

1. A method of routing in a central server system incoming customer communications to presentations relating to products or services predicted to be of interest to a customer, the method comprising:
forming a communication routing strategy for the customer, in anticipation of at least one incoming communication from the customer, wherein the at least one incoming communication is selected from a group consisting of telephonic calls, web-based communications, voice-over-IP communications, and real-time text interactions, by performing the following steps:
accessing information relating to one or more products or services;retrieving customer specific information associated with the customer or an account of the customer;deciding, for each offer associated with the one or more products or services, based on an estimated likelihood that the customer will purchase the one or more products or services, whether to route the at least one incoming communication to one of a plurality of cross-sell presentations relating to said each offer associated with the one or more products or services, the estimated likelihood based at least in part on the customer specific information;pre-forming the communication routing strategy for the customer consistent with said deciding; andstoring the communication routing strategy in association with the central server system; receiving, at the central server system, information of a customer communication including identification data that identifies an origin of the customer communication and a medium of the customer communication; using the identification data to identify, by at least one computer processor, the customer for whom the communication routing strategy has been pre-formed; and generating, by the at least one computer processor a routing control signal for routing the customer communication to one of said plurality of cross-sell presentations based at least in part on the pre-formed communication routing strategy associated with the customer.