Barbara C Sanders

US Patent:

6574605, Jun 3, 2003

Filed:

Nov 17, 1999

Appl. No.:

09/441443

Inventors:

Barbara Sanders - Canyon Lake TX
Curtis Robb - Hagerstown MD
Jet Gau - Hagerstown MD

Assignee:

Citibank, N.A. - New York NY

International Classification:

G06F 1760

US Classification:

705 8, 705 7, 705 9, 705 34, 705 38, 705 40, 37926501, 37926502, 37926506

Abstract:

The invention provides a system and method for strategic services enterprise workload management and more particularly to an automated method and system for enterprise workload management that enables an organization such as a financial institution to route any channel service to customer service representatives at any capable service site. Thus, the invention enables an organization to provide service to its customers at any time and by any communications or service channel a customer, chooses, wherein the enterprise workload management knows all work in process for a customer so that when a customer is identified, that customer will be routed to the first available agent that can best satisfy both the customers intent and the organizations intent.