Patent ID: 7660406
Filing Date: 2010-02-09
Classification: G06Q

Abstract:
1. A method for integrating outsourcers comprising: generating a forecast requirement related to a volume of contacts to be handled by a first contact center; transferring the forecast requirement from a second contact center to the first contact center, wherein the first contact center generates work schedules for resources of the first contact center based on the forecast requirement and skills of the resources of the first contact center; receiving information corresponding to the resources of the first contact center that shares contacts with the second contact center, wherein the information comprises the work schedules and the skills of the resources of the first contact center, and wherein the work schedules comprise activities; importing the information into a database, the database being accessible to a workforce manager application associated with the second contact center that is operative to retrieve information stored in the database; correlating the skills contained in the information with skills that are to be used for scheduling resources of the second contact center; correlating the activities contained in the information with activities that are to be used for scheduling the resources of the second contact center; and allocating the resources of the second contact center using the information from the database, wherein the allocating is based, at least in part, on a correlation between the skills of the resources of the first contact center and the second contact center, a correlation between the activities of the resources of the first contact center and the second contact center, and an evaluation of the work schedules of the resources of the first contact center.