发明名称 |
Method and apparatus for maintaining dynamic queues in call centers using social network information |
摘要 |
In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller. |
申请公布号 |
US8290139(B2) |
申请公布日期 |
2012.10.16 |
申请号 |
US20080182743 |
申请日期 |
2008.07.30 |
申请人 |
KUMAR SANJEEV;JAIN MUKUL;PHILONENKO LAURENT;KHOURI JOSEPH;CISCO TECHNOLOGY, INC. |
发明人 |
KUMAR SANJEEV;JAIN MUKUL;PHILONENKO LAURENT;KHOURI JOSEPH |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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