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1. 发明申请

US20170251106A1 System and Method of Intelligent Call Routing for Cross Sell Offer Selection based on Optimization Parameters or Account-level Data 审中-公开
公开(公告)号：US20170251106A1
公开(公告)日：2017-08-31
申请号：US15596315
申请日：2017-05-16
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/51 , G06Q30/06 , H04M3/523 , H04M3/42 , H04L29/08
CPC分类号： H04M3/5141 , G06Q30/0601 , H04L67/22 , H04L67/306 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5235 , H04M3/5237 , H04M2203/407 , H04M2203/408
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.

2. 发明授权

US10027802B2 System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data 有权
公开(公告)号：US10027802B2
公开(公告)日：2018-07-17
申请号：US15596315
申请日：2017-05-16
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/42 , H04L29/08 , H04M3/523 , G06Q30/06
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.

3. 发明申请

US20160212267A1 SYSTEM AND METHOD OF INTELLIGENT CALL ROUTING FOR CROSS SELL OFFER SELECTION BASED ON OPTIMIZATION PARAMETERS OR ACCOUNT-LEVEL DATA 有权
标题翻译：基于优化参数或帐户级数据的交叉出价选择的智能呼叫路由系统和方法
公开(公告)号：US20160212267A1
公开(公告)日：2016-07-21
申请号：US15078489
申请日：2016-03-23
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/523 , H04M3/51
CPC分类号： H04M3/5141 , G06Q30/0601 , H04L67/22 , H04L67/306 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5235 , H04M3/5237 , H04M2203/407 , H04M2203/408
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.
摘要翻译：公开了一种用于呼叫路由系统的装置和方法，由此呼叫路由服务提供商与一系列伙伴相关联。通过提供不仅支持主要用户，而且还支持合作伙伴的系统，通过成本扩展获得效率。代理人可以有资格对多个业务实体进行现场呼叫。可以实现基于呼叫者人口统计和简档数据的交叉销售和主动服务。该系统采用集中式或全球性的共享交互式语音应答（IVR）单元，从而减少不必要的路由后和呼叫站点间的流量。该系统包括与长途提供商接口的中央服务器系统，以便接收路由请求，从一个或多个数据库检索呼叫者数据，开发路由和处理策略，实现负载均衡，呼叫被适当路由到一个多个地理上分离的呼叫中心系统具有由代理人组成的队列。每个呼叫中心系统被设计为支持各种队列，并且代理可以根据他们的技能组和技能水平被限定或分配给各种队列。

4. 发明授权

US09692901B2 System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data 有权
公开(公告)号：US09692901B2
公开(公告)日：2017-06-27
申请号：US15078489
申请日：2016-03-23
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/00 , H04M5/00 , H04M3/523 , H04M3/493 , H04M3/51
CPC分类号： H04M3/5141 , G06Q30/0601 , H04L67/22 , H04L67/306 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5235 , H04M3/5237 , H04M2203/407 , H04M2203/408
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.

5. 发明申请

US20130182835A1 System and Method of Intelligent Call Routing for Cross Sell Offer Selection based on Optimization Parameters or Account-level Data 有权
标题翻译：基于优化参数或帐户级数据的交叉卖出选择的智能呼叫路由系统和方法
公开(公告)号：US20130182835A1
公开(公告)日：2013-07-18
申请号：US13761462
申请日：2013-02-07
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/51
CPC分类号： H04M3/5141 , G06Q30/0601 , H04L67/22 , H04L67/306 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5235 , H04M3/5237 , H04M2203/407 , H04M2203/408
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.
摘要翻译：公开了一种用于呼叫路由系统的装置和方法，由此呼叫路由服务提供商与一系列伙伴相关联。通过提供不仅支持主要用户，而且还支持合作伙伴的系统，通过成本扩展获得效率。代理人可以有资格对多个业务实体进行现场呼叫。可以实现基于呼叫者人口统计和简档数据的交叉销售和主动服务。该系统采用集中式或全球性的共享交互式语音应答（IVR）单元，从而减少不必要的路由后和呼叫站点间的流量。该系统包括与长途提供商接口的中央服务器系统，以便接收路由请求，从一个或多个数据库检索呼叫者数据，开发路由和处理策略，实现负载均衡，呼叫被适当路由到一个多个地理上分离的呼叫中心系统具有由代理人组成的队列。每个呼叫中心系统被设计为支持各种队列，并且代理可以根据他们的技能组和技能水平被限定或分配给各种队列。

6. 发明申请

US20150189087A1 SYSTEM ANDMETHOD OF INTELLIGENT CALL ROUTING FOR CROSS SELL OFFER SELECTION BASED ON OPTIMIZATION PARAMETERS OR ACCOUNT-LEVEL DATA 有权
标题翻译：基于优化参数或帐户级数据的智能呼叫路由系统与交叉路由选择
公开(公告)号：US20150189087A1
公开(公告)日：2015-07-02
申请号：US14657372
申请日：2015-03-13
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5141 , G06Q30/0601 , H04L67/22 , H04L67/306 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5235 , H04M3/5237 , H04M2203/407 , H04M2203/408
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.
摘要翻译：公开了一种用于呼叫路由系统的装置和方法，由此呼叫路由服务提供商与一系列伙伴相关联。通过提供不仅支持主要用户，而且还支持合作伙伴的系统，通过成本扩展获得效率。代理人可以有资格对多个业务实体进行现场呼叫。可以实现基于呼叫者人口统计和简档数据的交叉销售和主动服务。该系统采用集中式或全球性的共享交互式语音应答（IVR）单元，从而减少不必要的路由后和呼叫站点间的流量。该系统包括与长途提供商接口的中央服务器系统，以便接收路由请求，从一个或多个数据库检索呼叫者数据，开发路由和处理策略，实现负载均衡，呼叫被适当路由到一个多个地理上分离的呼叫中心系统具有由代理人组成的队列。每个呼叫中心系统被设计为支持各种队列，并且代理可以根据他们的技能组和技能水平被限定或分配给各种队列。

7. 发明授权

US09325847B2 System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data 有权
公开(公告)号：US09325847B2
公开(公告)日：2016-04-26
申请号：US14657372
申请日：2015-03-13
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/493 , H04M3/523
CPC分类号： H04M3/5141 , G06Q30/0601 , H04L67/22 , H04L67/306 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5235 , H04M3/5237 , H04M2203/407 , H04M2203/408
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.

8. 发明授权

US08995643B2 System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data 有权
公开(公告)号：US08995643B2
公开(公告)日：2015-03-31
申请号：US14158353
申请日：2014-01-17
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/493 , H04M3/523
CPC分类号： H04M3/5141 , G06Q30/0601 , H04L67/22 , H04L67/306 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5235 , H04M3/5237 , H04M2203/407 , H04M2203/408
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.

9. 发明申请

US20140133646A1 SYSTEM AND METHOD OF INTELLIGENT CALL ROUTING FOR CROSS SELL OFFER SELECTION BASED ON OPTIMIZATION PARAMETERS OR ACCOUNT-LEVEL DATA 有权
标题翻译：基于优化参数或帐户级数据的交叉出价选择的智能呼叫路由系统和方法
公开(公告)号：US20140133646A1
公开(公告)日：2014-05-15
申请号：US14158353
申请日：2014-01-17
申请人： JPMorgan Chase Bank, N.A.
发明人： Lizhi Ma , Shane P. Pederson , Wilson Khaemba , Hui Wang , Guru Kurubarahalli , Gary Ulrich , Nitin Dhir , Djovana Shkreli
IPC分类号： H04M3/51
CPC分类号： H04M3/5141 , G06Q30/0601 , H04L67/22 , H04L67/306 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5235 , H04M3/5237 , H04M2203/407 , H04M2203/408
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.
摘要翻译：公开了一种用于呼叫路由系统的装置和方法，由此呼叫路由服务提供商与一系列伙伴相关联。通过提供不仅支持主要用户，而且还支持合作伙伴的系统，通过成本扩展获得效率。代理人可以有资格对多个业务实体进行现场呼叫。可以实现基于呼叫者人口统计和简档数据的交叉销售和主动服务。该系统采用集中式或全球性的共享交互式语音应答（IVR）单元，从而减少不必要的路由后和呼叫站点间的流量。该系统包括与长途提供商接口的中央服务器系统，以便接收路由请求，从一个或多个数据库检索呼叫者数据，开发路由和处理策略，实现负载均衡，呼叫被适当路由到一个多个地理上分离的呼叫中心系统具有由代理人组成的队列。每个呼叫中心系统被设计为支持各种队列，并且代理可以根据他们的技能组和技能水平被限定或分配给各种队列。

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