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1. 发明授权

US06690788B1 Integrated work management engine for customer care in a communication system 有权
标题翻译：集成工作管理引擎，用于通信系统中的客户关怀
公开(公告)号：US06690788B1
公开(公告)日：2004-02-10
申请号：US09662294
申请日：2000-09-15
申请人： David L. Bauer , Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Gary S. King , Darryl J. Maxwell , Steve R. Russell , Robert Alan Stewart , Wendy S. Cook
发明人： David L. Bauer , Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Gary S. King , Darryl J. Maxwell , Steve R. Russell , Robert Alan Stewart , Wendy S. Cook
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/42059 , H04M3/5235 , H04M2203/551 , H04M2242/22
摘要： The present integrated work management engine for customer care orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise. This integrated work management engine brings together all types of disparate communication system components, applications and information storage systems so the business which provides the customer care via these systems can respond to their customer requests in a unified, efficient and effective manner. The integrated work management engine also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. The integrated work management engine accepts work through multiple access channels, where each work request is automatically mapped to a process flow that specifies the task associated with the handling of the particular work item. The integrated work management engine uses resource selection algorithms to select the customer agent who is best equipped to handle the next step of the work request where customer data is accessed, and customer case files are updated through the fulfillment process. The selected customer agent views the customer information, process information, forms, and performance statistics on their desktop terminal device through an API set that is tightly coupled to the integrated work management engine.
摘要翻译：现有的综合工作管理引擎，用于客户关怀，协调整个企业的客户需求服务的各种形式的工作。这种集成的工作管理引擎汇集了各种不同的通信系统组件，应用程序和信息存储系统，从而通过这些系统提供客户关怀的业务可以以统一，高效和有效的方式响应客户的要求。综合工作管理引擎还集成了前台客户通信的实时操作和后台的批量数据处理模式。集成工作管理引擎通过多个访问通道来接受工作，其中每个工作请求被自动映射到指定与特定工作项的处理相关联的任务的进程流。综合工作管理引擎使用资源选择算法来选择最佳配置来处理访问客户数据的工作请求的下一步的客户代理，并通过履行过程更新客户案例文件。所选客户代理通过紧密耦合到集成工作管理引擎的API集查看其桌面终端设备上的客户信息，过程信息，表单和性能统计信息。

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