System and method for impression purchase based on skilled agent

Patent metadata

Field	Value
Publication number	US-2016180381-A1
Application number	US-201414577789-A
Country	US
Kind code	A1
Filing date	Dec 19, 2014
Priority date	Dec 19, 2014
Publication date	Jun 23, 2016
Grant date	—

Abstract

A system and method include a demand side platform configured to manage an ad exchange. The ad exchange provides an impression to be displayed on an audience computer based on a purchase by a market processing system. A stats server connected with the demand side platform is configured to provide to the demand side server a number of agents available who meet a determined threshold skill level to handle a particular type of product or service related to the impression. A web browser is connected with the demand side platform. The demand side platform is configured to send the impression to the web browser based on a skilled agent being available that meets the threshold, otherwise to not send the impression. The web browser is configured to display the impression.

First claim

1 . A system, comprising:
a demand side platform configured to manage an ad exchange, the ad exchange to provide an impression to be displayed on an audience computer based on a purchase by a market processing system; where a stats server is connected with the demand side platform, the stats server configured to provide to the demand side platform a number of agents available who meet a determined threshold skill level to handle a particular type of product or service related to the impression; and where a web browser is connected with the demand side platform, the demand side platform configured to send the impression to the web browser based on a skilled agent being available that meets the threshold, otherwise to not send the impression, the web browser configured to display the impression.

2 . The system of claim 1 , further including a voice platform server, the voice platform server to receive a call based on the impression being sent.

3 . The system of claim 2 , further including an agent station, the voice platform server to send the call to the agent station having the skilled agent.

4 . The system of claim 1 , further including an agent station, the agent station handling a call from a customer based on the impression being sent.

5 . The system of claim 4 , further comprising the agent station configured to feed back a call data to the market processing system based on the call.

6 . The system of claim 5 , where the call data includes negative and positive outcomes of the call.

7 . The system of claim 6 , where the call data includes that a caller is expecting a follow-up call.

8 . The system of claim 1 , further including a web gateway configured to convert a web call sent to an agent station based on the impression.

9 . The system of claim 8 , further including an orchestration application connected with the web gateway, the orchestration application configured to send attribution data to the market processing system to improve customer experience.

10 . The system of claim 1 , where the market processing system is further configured to adjust the number of agents available who meet a determined threshold skill level based on demand for the product or service.

11 . The system of claim 1 , where the demand side platform is further configured to send the impression to the web browser based on workforce scheduling information.

12 . The system of claim 1 , where the demand side platform is further configured to send the impression to the web browser based on a determined knowledge management corpus.

13 . The system of claim 12 , where access to the knowledge management corpus is displayed with the impression.

14 . The system of claim 1 , where the market processing system is further configured to adjust a caller wait time based on a type of interaction.

15 . A system, comprising:
a processor and a memory, where the memory configured to store instructions which when executed by the processor causes the processor to: check a status of active contact center agents having a determined skill; determine whether there is a contact center agent available having the determined skill; and receive a call based on an impression being sent to an audience when the contact center agent having the determined skill is available.

16 . The system of claim 15 , the processor being further configured to send call data to a market processing system after the call is completed.

17 . A method, comprising:
receiving a call based on an impression being placed on a web page, the impression being placed on the web page based on a contact center agent being available who has a determined skill to handle a call for a specified product or a service.

18 . The method of claim 17 , further comprising sending call data to a market processing system after the call is completed.

19 . The method of claim 17 , further comprising the impression being placed on the web page based on workforce scheduling information.

20 . The method of claim 17 , further comprising the impression being placed on the web page based on a knowledge management corpus.

Assignees

• Genesys Telecomm Lab Inc

Inventors

• Kaiser Lizanne
• Bell Cliff
• Stoops Daniel
• Ristock Herbert Willi Artur
• Kraeutler James

Classifications

• G06Q30/0277

  Online advertisement · CPC title

• G06Q30/0255 Primary

  based on user history · CPC title