A method and apparatus is disclosed for specifically routing a call based
on the profile of the caller, the profile of the call center
representative, and for updating the system based on experience to provide
for more accurate call routing. The system accesses customer profile
information and/or customer service representative information, and
comparing the customer's need to the representative skill sets and job
functions. It ranks the customer service representatives that can best
meet the customer needs. The system then proceeds to route the incoming
call to the service representative that is most likely to successfully
meet the customer's needs. The system performs a post-call routine to
determine how successfully it matched the customer with the appropriate
call center representative.
