Control of merchant application by system monitor in virtual contact center
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United States of America Patent
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Nov 18, 2003
Issued Date -
N/A
app pub date -
Jan 27, 2000
filing date -
Sep 18, 1997
priority date (Note) -
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Abstract
A virtual contact center (VCC) system includes facilities for full participation by a VCC monitor in a transaction between a customer and a customer service representative (CSR) using virtual network computing (VNC) techniques. A second display system remote from a first computer system actively views and controls the computing desktop at the first computer. Thus, one or more virtual contact center monitors can simultaneously view a CSR desktop, including windows containing merchant applications. Moreover, use of VNC programs permits a monitor to directly control the selection, display, data entry and interaction with such merchant applications and customer in exactly the same manner, and to the same extent, as a CSR.
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