Multi-tasking, web-based call center
US6389132B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Oct 13, 1999 |
| Grant date | May 14, 2002 |
| Priority date | — |
| Expiry date | Oct 13, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/552
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for a web-based call center to provide assistance to multiple simultaneous customers. The system includes at least one external communication pathway through which a customer can submit a request to the enterprise contact center. The enterprise contact center includes a pool of agents that can provide information in response to requests submitted by customers. The system also includes a software engine that routes and schedules customer request to available agents via internal communication pathways. Agents can view customer data on a user interface. The customer data can aid the agents in providing information to the customers. Agents can multi-task by providing assistance to multiple customers at one time. Agents can respond to customer requests using web and telephone communication pathways.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.