William Paul Guinn

US Patent:

20110299676, Dec 8, 2011

Filed:

Aug 24, 2010

Appl. No.:

12/862550

Inventors:

CRAIG D. HANSON - ELK GROVE CA, US
WILLIAM D. GUINN - PLACERVILLE CA, US
GREG VEREGO - ATLANTA GA, US
JOHN D'AMOUR - SUNNYVALE CA, US

International Classification:

H04M 3/00

US Classification:

37926503

Abstract:

Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.