Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Dec 10, 2002
Grant Date -
N/A
app pub date -
Nov 21, 1997
filing date -
Nov 21, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
The present invention is a Contact Server that enables customers to submit call-back requests to a call center via the Internet, or virtually any other communications technology available. A call-back to the customer can be placed via any communications technology available. In its preferred embodiment, the Contact Server enables a call-back request to be submitted by a customer directly from an HTML page on a Web site, and have that same HTML page be presented to the agent that receives the call-back request. The agent can then place a telephone call to the number provided by the customer who submitted the call-back request, and at the same time, establish a TCP/IP communications session with the customer. This TCP/IP session can proceed between the agent's Web browser and the customer's Web browser, and the visible actions performed by the agent are transferred to the customer and displayed on the customer's browser. The TCP/IP session proceeds simultaneous with the telephone call between the agent and the customer.
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