Method for performing a predictive routing of incoming calls in the communications center in accordance with the analysis of the maximum benefit / contribution and history

摘要

Method for routing transaction request, receives the step of creating a customer data repository containing customer transaction history and customer specific data, a new transaction requests (57) in 23 communication network of [Abstract] Host and step 67, and identifying 69 callers transaction request and determines the step 71 the potential profitability of a new transaction based on the transaction request in accordance with the repository information examine the customer data repository, potential revenues that have been identified I and a step 77 to route the available resources transaction request based on sex. Developed by accessing the information in order to achieve this method, the router has been categorized on such preferences demographics customer transaction history, the products and to determine the profit potential for incoming each transaction requests per I apply a formula was. In some embodiments, product promotion is included in this process.