Contact center with normalized multiple protocol architecture
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United States of America Patent
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Jun 3, 2008
Grant Date -
Jul 22, 2004
app pub date -
Jul 31, 2003
filing date -
Aug 16, 2002
priority date (Note) -
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status (Latency Note)
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Abstract
The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.
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