CONTACT ROUTING SYSTEM AND METHOD

摘要

A contact routing system is disclosed comprising: a plurality of media connectors which receive incoming customer contacts from an equal plurality of media channels (510); and contact routing logic which routes the incoming contacts to particular customer service representatives ("CSRs") (540) based on the particular media channel (510) over which the contacts were received and the skill sets of the CSRs. Also described is a method for routing customer contacts comprising the steps of: receiving incoming customer contacts from a plurality of media channels (510); and routing the incoming customer contacts particular customer service representatives ("CSR") (540) based on the media channel (510) over which the contacts are received and the skill sets of the particular CSRs (540).