Mitel Networks Corporation

Nishu Sharma

Jonathan Braganza

Kevin Lee

Darren Mombourquette

Long Nguyen

Timothy Kefford

Electronic communication methods and systems for rating agents and allowing customers for select agents are provided. Exemplary systems include a communication server for connecting a user to a communication with a contact center, a presence system to determine status of one or more agents, a wait-time determination engine to determine a wait time for one or more agents present for the communication, an agent scoring system for determining a score for one or more agents present for the communication, and a routing engine to connect a selected agent to the communication.

On-demand contact center electronic communication system and method

An electronic communication method and system are disclosed. Exemplary methods include rating agent soft skills using an artificial intelligence (AI) module that continuously evaluates these skills, based on artifacts available from previous interactions with customers. The artifacts can be the voice recordings, chat transcripts, as well as Key Performance Indicators (KPIs) used for reporting. Once agents are rated, targeted soft skill-based routing is implemented for high priority calls or calls that are detected by a sentiment analyzer as requiring special attention. For training purposes, the system can be configured to route calls to agents with lower soft skills ratings during off hours. Completed calls may be used as further feedback to the AI module and the soft skill ratings acquired by the AI module may be added to an existing 'hard skills' dataset for contact center call routing, to assist with continuous learning of soft skills as well as agent and supervisor training.

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Mountain View, CA, United States of America

Nishu Sharma