Patent ID: 7734498
Filing Date: 2010-06-08
Classification: G06Q

Abstract:
1. A method of contact center management contract evaluation, said method comprising: determining, using a processor in a computer, a potential profitability/risk for contact center management based upon a proposed contract term between at least one of: wherein said profitability/risk comprises a profitability risk associated with such contract terms as payment structures and not meeting profitability targets of contracts for said contact center management, wherein said determining of said potential profitability/risk comprises modeling a contact center environment and satisfying an objective function for said model, wherein said objective function comprises one of maximizing revenue to a service provider, minimizing cost to a client, maximizing revenue to a vendor, and minimizing variability in staff utilization, using a mixed-integer optimization of said objective function, and wherein said objective function comprises a service provider's objective function having a format as follows for said mixed-integer optimization and selectively subject to one or more of the identified constraints: Model Formulation: where z t is given, and is an upper bound on z* t Sets and Parameters: P is the set of all LOBs V V S is the set of all Sites S v T=Number of months in planning horizon N O c d Objective Function Parameters: r f b c c c c c Vendor Cost Related Parameters: f b LB UB LB UB Client Service Level Related Contract Parameters: AHT FCR CSAT A F C