ALEXANDRIA, Va., Jan. 20 -- United States Patent no. 12,531,948, issued on Jan. 20, was assigned to Avaya Management LP (Durham, N.C.).
"Contact center evolution model" was invented by David Chavez (Broomfield, Colo.).
According to the abstract* released by the U.S. Patent & Trademark Office: "Customers of a contact center are subject to a high level of processing in order to best match the customer's needs with an agent qualified to address those needs. However, such processing is often unwarranted, such as when the customer wishes to speak with their personal agent. When a customer is willing to forgo quickly being connected to the next available agent in favor of waiting to be connected with their designated personal agent, even if suc...