IP Library › Granted Patent US 8,559,618
Granted Patent B1
US 8,559,618 · App. 11/427,014 · Granted Oct 15, 2013

Contact center call routing by agent attribute

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Quick Facts
Patent No.
US 8,559,618
App. No.
11/427,014
Granted
Oct 15, 2013
Kind
B1
Abstract

A system, method, and computer readable medium for contact center call routing by agent attribute, that comprises, detecting a caller voice attribute, sampling at least one agent voice attribute, storing the at least one agent voice attribute, matching the detected caller voice attribute to the stored voice attribute of the at least one agent, and routing a call based upon the matched agent voice attribute to the detected caller voice attribute.

Claims (51)

1. A method for contact center call routing by agent attribute, comprising:

detecting a caller voice attribute by an automated speech recognition function;

sampling at least one agent voice attribute;

storing the at least one agent voice attribute;

assessing a caller characteristic;

matching the detected caller voice attribute to the stored voice attribute of the at least one agent and matching the caller characteristic to a surveyed characteristic of the at least one agent; and

routing a call based upon the matched agent voice attribute to the detected caller voice attribute and based upon the matched caller characteristic to the surveyed characteristic of the at least one agent.

2. The method of claim 1 wherein,

the voice attribute is a regional dialect.

3. The method of claim 1 wherein,

the voice attribute is a gender.

4. The method of claim 1 comprising:

surveying characteristics of at least one agent.

5. The method of claim 1 comprising:

creating a database containing the sampled voice attribute.

6. The method of claim 4 wherein,

the agent characteristic is a product experience.

7. The method of claim 4 wherein,

the agent characteristic is a hobby.

8. The method of claim 4 wherein,

the agent characteristic is a gender.

9. The method of claim 1 , wherein at least one routing algorithm is used to route calls.

10. A non-transitory computer readable storage medium comprising instructions that when executed by a processor, cause the processor to perform:

sampling voice attributes of at least one agent by an automated speech recognition function;

surveying characteristics of the at least one agent;

creating a database containing the sampled voice attribute and the surveyed characteristics of the at least one agent;

detecting a caller voice attribute;

assessing a caller characteristic;

matching:

the detected caller voice attribute to the stored voice attribute of the at least one agent and matching

the caller characteristic to a surveyed agent characteristic; and

routing a call based upon the matchings.

11. The non-transitory computer readable storage medium of claim 10 wherein,

the voice attribute is a regional dialect.

12. The non-transitory computer readable storage medium of claim 10 wherein,

the voice attribute is a gender.

13. The non-transitory computer readable storage medium of claim 10 wherein,

the agent characteristic is a product experience.

14. The non-transitory computer readable storage medium of claim 10 wherein,

the agent characteristic is a hobby.

15. The non-transitory computer readable storage medium of claim 10 wherein,

the agent characteristic is a gender.

16. A system for contact center call routing by agent attribute, comprising:

a processor, wherein the processor detects a caller voice attribute, samples at least one agent voice attribute, matches the detected caller voice attribute to the stored voice attribute of the at least one agent, matches an assessed caller characteristic to surveyed characteristics of the at least one agent, and routes a call based upon the matched agent voice attribute to the detected caller voice attribute and the matched caller characteristic and agent characteristic; and

a memory communicably coupled to the processor, wherein the memory stores the at least one agent voice attribute.

17. The system of claim 16 wherein

the processor assesses a caller characteristic.

18. The system of claim 17 wherein,

the voice attribute is a regional dialect.

19. The system of claim 17 wherein,

the voice attribute is a gender.

Assignments (15)
RELEASE OF SECURITY INTEREST Recorded Dec 22, 2022
From: ALTER DOMUS (US) LLC, AS COLLATERAL AGENT
To: ALORICA INC.
Reel/Frame 062185/0057 →
RELEASE OF SECURITY INTEREST Recorded Dec 20, 2022
From: WELLS FARGO BANK, NATIONAL ASSOCIATION
To: WEST CORPORATION; WEST NOTIFICATIONS, INC.
Reel/Frame 062160/0371 →
RELEASE OF SECURITY INTEREST Recorded Dec 20, 2022
From: WELLS FARGO BANK, NATIONAL ASSOCIATION, AS SUCCESSOR TO WACHOVIA BANK, NATIONAL ASSOCIATION
To: INTERCALL, INC.; INTRADO INC.; WEST CORPORATION; WEST DIRECT, LLC; WEST NOTIFICATIONS GROUP, INC.
Reel/Frame 062201/0960 →
TERMINATION AND RELEASE OF SECURITY INTEREST IN PATENTS Recorded Dec 16, 2020
From: BANK OF AMERICA, N.A., AS ADMINISTRATIVE AGENT
To: ALORICA INC.
Reel/Frame 054773/0049 →
SECURITY INTEREST Recorded Dec 16, 2020
From: ALORICA INC.
To: BANK OF AMERICA, N.A., AS COLLATERAL AGENT
Reel/Frame 054671/0380 →
TERMINATION AND RELEASE OF SECURITY INTEREST IN PATENTS Recorded Dec 15, 2020
From: BANK OF AMERICA, N.A., AS ADMINISTRATIVE AGENT
To: WEST BUSINESS SOLUTIONS, LLC
Reel/Frame 054759/0115 →
NOTICE OF GRANT OF SECURITY INTEREST (TERM LOAN FACILITY) IN INTELLECTUAL PROPERTY Recorded Dec 14, 2020
From: ALORICA, INC.
To: ALTER DOMUS (US) LLC
Reel/Frame 054717/0781 →
NOTICE OF GRANT OF SECURITY INTEREST IN PATENTS Recorded Apr 23, 2020
From: ALORICA INC.
To: BANK OF AMERICA, N.A., AS ADMINISTRATIVE AGENT
Reel/Frame 052474/0328 →
MERGER Recorded Jan 30, 2020
From: ALORICA BUSINESS SOLUTIONS LLC
To: ALORICA INC
Reel/Frame 051674/0065 →
CHANGE OF NAME Recorded Aug 10, 2015
From: WEST BUSINESS SOLUTIONS, LLC
To: ALORICA BUSINESS SOLUTIONS, LLC
Reel/Frame 036315/0337 →
RELEASE OF SECURITY INTEREST IN PATENTS Recorded Mar 4, 2015
From: WELLS FARGO BANK, NATIONAL ASSOCIATION, AS SUCCESSOR IN INTEREST TO WACHOVIA BANK, NATIONAL ASSOCIATION, AS SUCCESSOR IN INTEREST TO LEHMAN COMMERCIAL PAPER INC., AS ADMINISTRATIVE AGENT
To: WEST CORPORATION; ASSET DIRECT MORTGAGE, LLC; BUYDEBTCO, LLC; COSMOSIS CORPORATION; INTERCALL TELECOM VENTURES, LLC; INTERCALL, INC.; INTRADO COMMUNICATIONS OF VIRGINIA INC.; INTRADO COMMAND SYSTEMS, INC.; INTRADO INC.; INTRADO INFORMATION SYSTEMS HOLDINGS, INC.; INTRADO INTERNATIONAL, LLC; NORTHERN CONTACT, INC.; STARGATE MANAGEMENT LLC; THE DEBT DEPOT, LLC; WEST ASSET MANAGEMENT, INC.; WEST ASSET PURCHASING, LLC; WEST AT HOME, LLC; WEST BUSINESS SOLUTIONS, LLC; WEST DIRECT, LLC; WEST DIRECT II, INC.; WEST FACILITIES, LLC; WEST INTERACTIVE CORPORATION; WEST INTERACTIVE CORPORATION II; WEST INTERNATIONAL CORPORATION; WEST NOTIFICATIONS, INC.; WEST RECEIVABLES SERVICES, INC.; WEST TELESERVICES HOLDING COMPANY; WEST DIRECT, INC.; INTRADO COMMUNICATIONS, INC.; GEO911, INC.; POSITRON PUBLIC SAFETY SYSTEMS CORP.; MASYS CORPORATION; TELEVOX SOFTWARE, INCORPORATED; WEST NOTIFICATIONS GROUP, INC.; WEST BUSINESS SERVICES, LLC; WEST CUSTOMER MANAGEMENT GROUP, LLC; TUVOX INCORPORATED; TWENTY FIRST CENTURY COMMUNICATIONS, INC.
Reel/Frame 035132/0709 →
NOTICE OF GRANT OF SECURITY INTEREST IN PATENTS Recorded Mar 4, 2015
From: WEST BUSINESS SOLUTIONS, LLC
To: BANK OF AMERICA, N.A., AS ADMINISTRATIVE AGENT
Reel/Frame 035132/0677 →
ASSIGNMENT OF ASSIGNOR'S INTEREST Recorded Mar 3, 2015
From: WEST CORPORATION
To: WEST BUSINESS SOLUTIONS, LLC
Reel/Frame 035121/0092 →
SUPPLEMENTAL PATENT SECURITY AGREEMENT Recorded Mar 20, 2014
From: WEST CORPORATION, AS GRANTOR; WEST NOTIFICATIONS, INC., AS GRANTOR
To: WELLS FARGO BANK, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT
Reel/Frame 032483/0518 →
SECURITY AGREEMENT Recorded Apr 16, 2010
From: INTERCALL, INC.; INTRADO, INC.; WEST CORPORATION; WEST DIRECT, LLC; WEST NOTIFICATIONS GROUP, INC.
To: WACHOVIA BANK, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT
Reel/Frame 024244/0216 →