Automatic call distribution system using computer network-based communication
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United States of America Patent
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Aug 9, 2011
Grant Date -
Aug 24, 2006
app pub date -
Feb 10, 2006
filing date -
Dec 11, 1998
priority date (Note) -
In Force
status (Latency Note)
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Abstract
Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.
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