Aspect Communications Corporation

Aspect Software, Incorporated

John Rafter

Edward Komissarchik

Kevin J McPartlan

Lauren O'Brien

Gary Sorensen

Robert Chastain Hayes

Katherine McElroy

David Glassman

Donald C Lewis

Jerry David Rawle

Mark Irwin

Suzanne Artemieff

A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system () and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.

Method and system for scheduling a customer service callback

A method to determine transaction distribution among a plurality of transaction processing systems may include calculating estimated handling resources for each of the plurality of transaction processing systems based upon measured actual handling resources and identified scheduled handling resources. Transaction allocations may be determined for each of the transaction processing systems based upon the estimated handling resources.

System and method to allocate transactions

A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.

Customer service request allocations based upon real-time data and forecast data

A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources associated with each of several transaction processing systems, such as automatic call distributors (ACDs), are measured at times t and t&plus;n. Scheduled handling resources associated with each of the transaction processing systems for times t and t&plus;n are also identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t&plus;n based upon the actual handling resources and the scheduled handling resources. Finally, based upon the estimated handling resources, transaction allocations for each of the transaction processing systems are determined. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and an allocation controller coupled to the WAN. Each of the call centers includes a transaction processing system. The allocation controller is configured to calculate allocation sets for one or more forecast periods based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The allocation sets include percent allocations for each of the transaction processing systems. The allocation controller is additionally configured to balance call distribution among the transaction processing systems by uploading the allocation sets to an inter-exchange carrier interface.

Staffing-based percentage-allocation routing using real-time data

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Nashville, TN, United States of America

John Rafter