Abstract: A system for social care routing, prioritization and agent assistance for interfacing with a carrier network, a social listening device, a social network or proprietary social feedback apparatus, and a contact center and contact center database. Author postings, demographic information, sentiment, topical relevancy, and customer service requests and other data are used for prioritization, agent assistance and routing. A contact center database and a social network listening device or proprietary social feedback apparatus obtain information used in determining routing and tagging instructions. A user interface is connected to the system to accept configurable conditions for determining customer service instructions to the agents. A color-coded agent heads-up display for author and customer profiling and customer relationship management timeline is disclosed for effectively managing social posts and authors needing customer service assistance by agents at each target enterprise contact center.

Abstract: The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.

Abstract: The present invention provides a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences, whether originating from the customer, agent, or agent supervisor, is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project.