CARRIER CONNECT PLATFORM WITHIN A CLOUD-BASED CONTACT CENTER
Methods to select a carrier to connect a customer with a contact center. The method includes receiving an indication of a communication from a customer; automatically selecting a carrier to connect the customer to a contact center based on predetermined criteria; and connecting the communication to the contact center using a selected carrier.
1 . A method for use by a carrier connect platform within a cloud-based contact center, the method comprising:
receiving an indication of a communication from a caller for a customer;
selecting a carrier by which to connect the caller to a contact center based on a predetermined criteria; and
connecting the communication to the contact center using the selected carrier.
2 . The method of claim 1 wherein the predetermined criteria are provided by the customer.
3 . The method of claim 1 wherein selecting the carrier further comprises selecting a first carrier when it is determined that the caller is from a first geographic region and selecting a second carrier when it is determined that the caller is from a second geographic region.
4 . The method of claim 1 wherein the customer can modify the predetermined criteria via a customer interface.
5 . The method of claim 1 wherein the predetermined criteria are based at least in part on the cost per carrier from among a plurality of carriers available for selection.
6 . The method of claim 1 wherein selecting the carrier is based at least in part on a specific number dialed by the caller.
7 . The method of claim 1 wherein selecting the carrier is based at least in part on a specific communication medium chosen by the caller for the communication.
8 . A carrier connect platform within a cloud-based contact center, said system comprising a memory, an automated call distribution subsystem, and a processor for:
receiving an indication of a communication from a caller for a customer;
selecting a carrier by which to connect the caller to a contact center based on a predetermined criteria; and
connecting the communication to the contact center using the selected carrier.
9 . The system of claim 8 wherein the predetermined criteria are provided by the customer.
10 . The system of claim 8 wherein selecting the carrier further comprises selecting a first carrier when it is determined that the caller is from a first geographic region and selecting a second carrier when it is determined that the caller is from a second geographic region.
11 . The system of claim 8 wherein the customer can modify the predetermined criteria via a customer interface.
12 . The system of claim 8 wherein the predetermined criteria are based at least in part on the cost per carrier from among a plurality of carriers available for selection.
13 . The system of claim 8 wherein selecting the carrier is based at least in part on a specific number dialed by the caller.
14 . The system of claim 8 wherein selecting the carrier is based at least in part on a specific communication medium chosen by the caller making the communication.
15 . A non-transitory computer-readable medium comprising computer-readable instructions that, when executed by a processor, cause the processor to:
receive an indication of a communication from a caller for a customer;
select a carrier by which to connect the caller to a contact center based on a predetermined criteria; and
connect the communication to the contact center using the selected carrier.
16 . The computer-readable medium of claim 15 further comprising instructions whereby the predetermined criteria are provided by the customer.
17 . The computer-readable medium of claim 15 further comprising instructions whereby selecting the carrier further comprises selecting a first carrier when it is determined that the caller is from a first geographic region and selecting a second carrier when it is determined that the caller is from a second geographic region.
18 . The computer-readable medium of claim 15 further comprising instructions whereby the customer can modify the predetermined criteria via a customer interface.
19 . The computer-readable medium of claim 15 further comprising instructions whereby the predetermined criteria are based at least in part on the cost per carrier from among a plurality of carriers available for selection.
20 . The computer-readable medium of claim 15 further comprising instructions whereby selecting the carrier is based at least in part on either a specific number dialed by the caller or a specific communication medium chosen by the caller making the communication.