Importance

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Abstract

A VoIP-based system and method for managing the placement of VoIP and other communications on the Internet wherein host sites have a zone linked to a sponsor site to enable a user to initiate a VoIP communication or another communication like video, telephone or e-mail with a sponsor by making a request. The sponsor site has an associated call center with a team of operators for handling the VoIP and other communications. The system comprises a communications management platform that constitutes a virtual call center. In response to a user request, the management platform checks if any operators on the call center having the language capability and competence to deal with the enquiries on the product(s) and/or service(s) specified in the request are available to make communications; transmits the request to an available/competent operator; sets up, when the operator initiates a VoIP or other communication, an electronic data entry form for the operator to record data about the communication during and/or after the communication; and provides a log of all user requests and resulting communications.

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First Claim