Multi-tasking, web-based call center
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United States of America Patent
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-
May 14, 2002
Grant Date -
N/A
app pub date -
Oct 13, 1999
filing date -
Oct 13, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A system for a web-based call center to provide assistance to multiple simultaneous customers. The system includes at least one external communication pathway through which a customer can submit a request to the enterprise contact center. The enterprise contact center includes a pool of agents that can provide information in response to requests submitted by customers. The system also includes a software engine that routes and schedules customer request to available agents via internal communication pathways. Agents can view customer data on a user interface. The customer data can aid the agents in providing information to the customers. Agents can multi-task by providing assistance to multiple customers at one time. Agents can respond to customer requests using web and telephone communication pathways.
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