Importance

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Abstract

A web based agent backed system provides sales and service and sales support for a company. The system includes a call center computer (112) coupled to the Internet (or another packet switched network) (118) that receives a call request from a customer computer (104), which may have been made using a link contained in a company web page maintained on a web server (108). Upon receiving the call request, the call center computer (112) determines customer information and call information and connects an agent through agent station computer (114) for call servicing. The call center computer (114) completes an IP telephony call made by the customer computer (104) to an agent or assigns an agent to call the customer by placing an IP telephony call to the customer computer (114) or by placing a PSTN call to the customer's phone (106).

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First Claim