Jpmorgan Chase Bank, N.a.

Jpmorgan Chase Bank, National Association

Wilson Khaemba

Nitin Dhir

Shane P Pederson

Lizhi Ma

Djovana Shkreli

Hui Wang

Guru Kurubarahalli

Gary Ulrich

An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents. Each call center system is designed to support various queues, and agents may be qualified or assigned to various queues based on their skill sets and skill levels.

System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data

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Newark, DE, United States of America

Wilson Khaemba