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Method and System for Service Provider Service Desk contact routing Disclosure Number: IPCOM000229491D
Publication Date: 2013-Aug-01
Document File: 5 page(s) / 148K

Publishing Venue

The Prior Art Database


The present publication is directed to a method and an extensible data model for routing contacts in complex service desk environment based on a number of factors related to the incoming contact and the way the contact must be serviced. This solution is particularly useful in service provider service desk organizations in wich several different types of contacts coming from multiple customers with multiple services need to be handled.

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Method and System for Service Provider Service Desk contact routing

Contact routing in service provider service desk environment is usually very complex to manage. Contacts, coming from different media channels (voice, mail, web, etc.) must be matched with the right customer service representative with the right set of skills respecting the Service Level Agreements (SLA) contracted by the Service Desk organization and the Customer. Contact factors related to language spoken by the end user, technical skills for servicing the contact (i.e. ability to service IT issues, etc.), and SLA related to the specific service must be matched with the incoming contact. Providing several different services for different customers could become an issue in terms of effort to manage multiple contact flows (routing strategies) requiring a large number of specialized people man-days to maintain the routing service and align it to changing requirements from the business.

This method solves this issue by proposing a standardized, but dynamic and extensible method and system to route contacts based on the analysis of different service provider service desks organizations to find out the core parameters that drive the assignment of a contact to a Customer Service Representative (CSR) and that can be also managed by operational people via interfaces developed on standard change management tools.

Usually, contact flow solutions proposed by Automatic Call Distribution (ACD) or Computer Telephony Integration (CTI) vendors are based on the usage of dedicated contact flows design tools and contact flows are saved with proprietary extensions. Each time a flow is required, the technical people able to use contact flow design tools need to build contact flows from scratch, consuming time in requirement gathering phase, analysis of the best solution to satisfy requirements and developing the flows.

The solution described herein proposes a standard method and system to speed up the startup of new service desk services and to lower efforts in the management of existing/new services. These method and system adopt a unique, high-parametized and extensible data model for call flows. The Data Model used is implemented using a Relational Database and allows easy integrations with existing reporting tools to extract a view of the contact flow that can be used by operational people to increase their insight on the service at any time.

Parameters stored in an external database can be modified by people who have knowledge of the system and do not need to know the technical aspects related to the Computer Telephony Integration routing engine used. The system allows also extensions for support of exceptions to the standard routing flow.

The system is based on a number of Tables containing all the information needed to categorize the incoming contact and define the right target.


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The data system is extensible in terms of different parameters, all contained in th...