Patent ID: 8737595

Claim:
A method for routing callers to agents in a call-center routing environment, the method comprising: determining, by one or more computers, agent data comprising agent performance data, demographic and psychographic data for an agent; determining, by the one or more computers, caller data comprising multiple elements of demographic and/or psychographic data for each one from a set of callers; and matching one or more of the agents to one or more of the callers, by the one or more computers, using a multi-element pattern matching algorithm, based at least in part on the agent data and the caller data and based at least in part on increasing the chance of revenue generation, to obtain one or more matching results; and changing, by the one or more computers, a connection priority of one of the callers relative to the other callers in the set of callers or connecting one of the callers to one of the agents based at least in part on the one or more matching results from the matching step, to increase the chance of revenue generation.