METHOD FOR PREDICTIVE ROUTING OF INCOMING CALLS WITHIN A COMMUNICATION CENTER ACCORDING TO HISTORY AND MAXIMUM PROFIT/CONTRIBUTION ANALYSIS

摘要

A method for routing transaction requests in a hosted communication network (23) comprises steps for preparing a customer data repository including specific customer data and customer transaction history, receiving a new transaction request (67), identifying the initiator of the transaction request (69), consulting the customer data repository and determining potential profitability of a new transaction based on the transaction request according to the repository information (71), and routing the transaction request to an available resource based on the identified potential profitability (77). To accomplish the method, a router accesses categorized information concerning customer demographics, transaction histories, product preferences and the like, and applies formulas developed to determine a profit potential for each incoming transaction request. In some embodiments, product promotions are included in the process.