Call centers for providing customer services in a telecommunications network
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United States of America Patent
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Jan 1, 2013
Grant Date -
Jan 21, 2010
app pub date -
Jun 18, 2009
filing date -
Aug 14, 2000
priority date (Note) -
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Abstract
A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.
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