The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 22, 2022
Filed:
Jan. 10, 2020
Noble Systems Corporation, Atlanta, GA (US);
Christopher S. Haggerty, Atlanta, GA (US);
Karl H. Koster, Sandy Springs, GA (US);
Noble Systems Corporation, Atlanta, GA (US);
Abstract
Various embodiments of the invention provide methods, systems, and computer program products for sending an outbound communication to a party to generate an inbound communication from the party for a contact center. An expected response time is derived identifying a time the inbound communication is expected to be received from the party after sending the outbound communication to the party. In particular instances, an agent is identified who is expected to be available at the expected response time to handle the inbound communication when it is received by the party at the contact center. In addition, the content of the outbound communication may be composed to identify the agent to the party. Accordingly, the outbound communication is sent to the party so that the inbound communication can be routed to the agent upon being received.