http://rdf.ncbi.nlm.nih.gov/pubchem/patent/KR-20000062768-A
Outgoing Links
| Predicate | Object |
|---|---|
| classificationCPCAdditional | http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-493 http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-42323 |
| classificationCPCInventive | http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-523 http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-51 http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-5166 http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-5191 http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-5237 |
| classificationIPCAdditional | http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-42 http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-493 |
| classificationIPCInventive | http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04Q3-58 http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-523 http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-51 http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M11-00 |
| filingDate | 2000-03-07^^<http://www.w3.org/2001/XMLSchema#date> |
| publicationDate | 2000-10-25^^<http://www.w3.org/2001/XMLSchema#date> |
| publicationNumber | KR-20000062768-A |
| titleOfInvention | Method And System For Enterprise Service Balancing |
| abstract | A method and system are provided for handling an enterprise's incoming customer communications based on an enterprise's business purpose. An enterprise service balancer distributes work based on enterprise resources and immediate resource availability. The enterprise service balancer provides instantaneous best possible service for customer communication (eg, calling) by matching customer communication with the most appropriately available resources in the enterprise as per the company's definition of the best service. The enterprise service balancer refrains from moving the medium for customer communication to the identified resource until after the resource identified for further processing is determined to accept the customer communication. The enterprise service balancer looks for enterprise resources with a particular skill set when the enterprise receives customer communications that require a particular skill set. The enterprise service balancer operates in association with a variety of enterprise resources, such as call center agents, back office agents, and robotic call processing applications. Back office agents, such as technical staff members, typically represent people who do not handle customer communications. The robotic call processing system can operate in conjunction with an interactive voice response ("IVR") system or other robotic system suitable for communication media. The enterprise service balancer can handle customer communications arriving through media such as telephony, e-mail, video kiosk, and the Internet. |
| priorityDate | 1999-03-08^^<http://www.w3.org/2001/XMLSchema#date> |
| type | http://data.epo.org/linked-data/def/patent/Publication |
Incoming Links
| Predicate | Subject |
|---|---|
| isDiscussedBy | http://rdf.ncbi.nlm.nih.gov/pubchem/substance/SID419523852 http://rdf.ncbi.nlm.nih.gov/pubchem/compound/CID6432 |
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