Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment
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United States of America Patent
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Nov 23, 2004
Issued Date -
N/A
app pub date -
Oct 15, 1999
filing date -
Oct 15, 1999
priority date (Note) -
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Abstract
A system for securely collecting customer service agent data in a multi-tenant environment is provided. Generally, a plurality of customers send a plurality of messages to a server. Several different media types may be used to communicate with the server. The server then selects one of a plurality of customer service agents to handle a particular message based on a determination of the targeted tenant's identity, a predetermined association between the agent and the tenant, and the agent's availability. The server then routes the message and a 'screen pop' to the selected agent. The selected agent then transmits information back to the server where it is stored in a secure memory partition associated with the targeted tenant. When a particular customer/agent session ends, the agents access to the secure memory partition is deactivated.
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