WO2006069039A3 - Process for dynamic routing of customer contacts to service providers in real time - Google Patents

Process for dynamic routing of customer contacts to service providers in real time Download PDF

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Publication number
WO2006069039A3
WO2006069039A3 PCT/US2005/046066 US2005046066W WO2006069039A3 WO 2006069039 A3 WO2006069039 A3 WO 2006069039A3 US 2005046066 W US2005046066 W US 2005046066W WO 2006069039 A3 WO2006069039 A3 WO 2006069039A3
Authority
WO
WIPO (PCT)
Prior art keywords
contact
service provider
service providers
real time
bidder
Prior art date
Application number
PCT/US2005/046066
Other languages
French (fr)
Other versions
WO2006069039A2 (en
Inventor
Shlomo Gonen
Jonathan A Gonen
Danny Rosen
Original Assignee
Metro Entpr Inc
Shlomo Gonen
Jonathan A Gonen
Danny Rosen
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US11/020,375 external-priority patent/US7076037B1/en
Application filed by Metro Entpr Inc, Shlomo Gonen, Jonathan A Gonen, Danny Rosen filed Critical Metro Entpr Inc
Priority to JP2007548381A priority Critical patent/JP4774058B2/en
Priority to AU2005319281A priority patent/AU2005319281B2/en
Priority to EP05854728A priority patent/EP1847133A4/en
Priority to BRPI0519922-0A priority patent/BRPI0519922A2/en
Priority to MX2007007268A priority patent/MX2007007268A/en
Priority to CA002589868A priority patent/CA2589868A1/en
Publication of WO2006069039A2 publication Critical patent/WO2006069039A2/en
Publication of WO2006069039A3 publication Critical patent/WO2006069039A3/en
Priority to IL183899A priority patent/IL183899A0/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/14—Charging, metering or billing arrangements for data wireline or wireless communications
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/10—Metering calls from calling party, i.e. A-party charged for the communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/80—Rating or billing plans; Tariff determination aspects
    • H04M15/8044—Least cost routing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/80—Rating or billing plans; Tariff determination aspects
    • H04M15/8044—Least cost routing
    • H04M15/805—Bidding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/405—Competitive bidding for work items
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
    • H04M2215/42—Least cost routing, i.e. provision for selecting the lowest cost tariff
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
    • H04M2215/74—Rating aspects, e.g. rating parameters or tariff determination apects
    • H04M2215/745—Least cost routing, e.g. Automatic or manual, call by call or by preselection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2215/00—Metering arrangements; Time controlling arrangements; Time indicating arrangements
    • H04M2215/74—Rating aspects, e.g. rating parameters or tariff determination apects
    • H04M2215/745—Least cost routing, e.g. Automatic or manual, call by call or by preselection
    • H04M2215/7457—Biding

Abstract

A dynamic contact routing system includes establishing a plurality of service provider accounts. The service providers submit bids for a per-contact charge. A contact list is created wherein the service providers are ranked from the highest bidder to the lowest bidder. A contact received from a potential customer is routed to the highest ranked bidder service provider on the contact list. If the contact is not responded to or rejected, the contact is rerouted to the next highest ranked service provider on the contact list. The service provider's account who has received the contact is charged the pre-contact amount by that service provider.
PCT/US2005/046066 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time WO2006069039A2 (en)

Priority Applications (7)

Application Number Priority Date Filing Date Title
JP2007548381A JP4774058B2 (en) 2004-12-22 2005-12-19 A method for dynamically routing communications from customers to service providers in real time
AU2005319281A AU2005319281B2 (en) 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time
EP05854728A EP1847133A4 (en) 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time
BRPI0519922-0A BRPI0519922A2 (en) 2004-12-22 2005-12-19 process for dynamic routing of customer contacts to service providers, and process for dynamic call routing
MX2007007268A MX2007007268A (en) 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time.
CA002589868A CA2589868A1 (en) 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time
IL183899A IL183899A0 (en) 2004-12-22 2007-06-13 Process for dynamic routing of customer contacts to service providers in real time

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US11/020,375 US7076037B1 (en) 2004-12-22 2004-12-22 Process for dynamic call routing in real time
US11/020,375 2004-12-22
US11/162,592 US7953416B2 (en) 2004-12-22 2005-09-15 Process for dynamic routing of customer contacts to service providers in real time
US11/162,592 2005-09-15

Publications (2)

Publication Number Publication Date
WO2006069039A2 WO2006069039A2 (en) 2006-06-29
WO2006069039A3 true WO2006069039A3 (en) 2006-12-21

Family

ID=36602255

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2005/046066 WO2006069039A2 (en) 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time

Country Status (5)

Country Link
EP (1) EP1847133A4 (en)
KR (1) KR20070087192A (en)
AU (1) AU2005319281B2 (en)
CA (1) CA2589868A1 (en)
WO (1) WO2006069039A2 (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8200231B2 (en) * 2004-12-22 2012-06-12 Metro Enterprises, Inc. Process for dynamic routing of customer contacts to service providers in real time
US8218741B2 (en) 2007-11-26 2012-07-10 Google Inc. Telephone number-based advertising
US10410256B2 (en) * 2015-02-26 2019-09-10 Walmart Apollo, Llc System, method, and non-transitory computer-readable storage media for assigning offers to a plurality of target customers
US20210264489A1 (en) * 2020-02-24 2021-08-26 Twilio Inc. Message exchange system
US11290352B2 (en) 2020-04-29 2022-03-29 Twilio Inc. Message routing optimization system

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010047354A1 (en) * 1999-05-28 2001-11-29 Goto.Com. System and method for influencing a position on a search result list generated by a computer network search engine
US20030190029A1 (en) * 2002-04-03 2003-10-09 Infospace, Inc. Method and system for generating a reward from a selected telephone carrier
US6704403B2 (en) * 2001-09-05 2004-03-09 Ingenio, Inc. Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5790642A (en) * 1995-04-28 1998-08-04 Dialogic Corporation Competitively bidding service centers
US6404875B2 (en) * 1999-05-24 2002-06-11 Bellsouth Intellectual Property Corporation System and method for consumer-initiated business solicitation calling system
US6968367B1 (en) * 2000-10-23 2005-11-22 Itxc Ip Holdings, S.A.R.L. Method and apparatus for a distributed call servicing community
DE10241852B4 (en) * 2002-09-09 2013-05-08 Deutsche Telekom Ag Method and system for switching a telecommunication call
US7773740B2 (en) * 2003-07-09 2010-08-10 Aspect Software, Inc. Agent registration and bidding system
US20050071241A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Contact center resource allocation based on work bidding/auction
US20050125487A1 (en) * 2003-11-26 2005-06-09 O'connor Neil Method and system for distributing contacts within a network

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010047354A1 (en) * 1999-05-28 2001-11-29 Goto.Com. System and method for influencing a position on a search result list generated by a computer network search engine
US6704403B2 (en) * 2001-09-05 2004-03-09 Ingenio, Inc. Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail
US20030190029A1 (en) * 2002-04-03 2003-10-09 Infospace, Inc. Method and system for generating a reward from a selected telephone carrier

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of EP1847133A4 *

Also Published As

Publication number Publication date
KR20070087192A (en) 2007-08-27
EP1847133A4 (en) 2009-08-05
CA2589868A1 (en) 2006-06-29
AU2005319281B2 (en) 2009-10-08
EP1847133A2 (en) 2007-10-24
AU2005319281A1 (en) 2006-06-29
WO2006069039A2 (en) 2006-06-29

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