Patent ID: 8792632
Filing Date: 2014-07-29
Classification: G06Q,H04M

Abstract:
1. A method for providing inbound call reservations to an agent at a communication center, comprising: monitoring, by a processor, service access points into the communication center, the service access points being either one of a Web page and an interactive voice response unit (IVR); evaluating and ranking, by the processor, communicators detected by the monitoring by interacting with a caller, gathering, analyzing and storing information solicited during interaction at the IVR and the Web page to determine communicators qualified to receive call reservations; issuing, by the processor, invitations for reserved communication sessions to qualified communicators prior to interaction between the communication center and communicators at the Web page and prior to communicators entering a queue from the interaction at the IVR, wherein reserved times are coordinated according to data pertaining to predicted communication load and resource availability statistics, and associating the issued invitation for reserved communication session to stored information for each communicator in a database; and receiving a communication at the call center as a result of the invitation for reserved communication session from a communicator, routing the information gathered and stored to the selected agent along with the communication.