초록 ▼

An automated customer service system which maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, wh

An automated customer service system which maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, whether the contact be to make a sale, to discuss collection of a balance due, or just to obtain current information about the customer. The automated customer service system also maintains and uses a list of available resources, such as an agent qualification profile, in conjunction with the customer sensitivity profile, to automatically assign available resources, such as agents, to the various campaigns. The agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which resources, such as agents, meet which requirements, and whether there are adequate resources to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the resources in accordance with a preplanned priority or procedure in the event that there are not adequate resources available.

대표청구항 ▼

A method for contacting a customer, comprising the steps of: obtaining a customer sensitivity profile for said customer, said customer sensitivity profile comprising the following factors: a preferred address for contacting said customer, a preferred telephone number for contacting said customer by

A method for contacting a customer, comprising the steps of: obtaining a customer sensitivity profile for said customer, said customer sensitivity profile comprising the following factors: a preferred address for contacting said customer, a preferred telephone number for contacting said customer by voice, and a preferred manner of contacting said customer, said preferred manner comprising the following: by voice, and by means other than voice; extracting said preferred manner from said customer sensitivity profile; if said preferred manner is by voice then extracting said preferred telephone number from said customer sensitivity profile and automatically calling said customer at said preferred telephone number for voice; and if said preferred manner is by other than voice then automatically sending a document to said customer at said preferred address.