Satmap International Holdings Limited

Hassan Afzal

Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

Growing community of inventors

McLean, VA, United States of America

Hassan Afzal