Patent ID: 8958542
Filing Date: 2015-02-17
Classification: H04M

Abstract:
1. A non-transitory computer-readable storage medium having computer-executable components, the computer-executable components comprising: an agent identification component, the agent identification component operative to: receive a request for contact with an agent from a customer; determine an identity of the customer; and identify at least one agent from a plurality of agents that have previously participated in a contact with the customer from customer history records independent of customer-generated preferences; an agent availability component, the agent availability component operative to: determine an availability of the at least one identified agent of the plurality of agents to contact the customer; prioritize the at least one identified agent of the plurality of agents based at least in part upon the availability of the at least one identified agent; and transmit a user interface including the prioritized, at least one identified agent of the plurality of agents and the prioritized, at least one identified agent's respective availability to the customer, wherein the user interface is configured to enable the customer to select a selected one or more of the prioritized, at least one identified agent for contact, and wherein the at least one identified agent has received a positive review based on a prior contact with the customer; and a contact distribution system, the contact distribution system configured to: receive an agent selection in response to the transmitted user interface; and route the contact between the customer and the selected agent.