Call center administration manager

US7366293B2 · kind B2 · utility

Assignee

• ORACLE SYSTEMS CORPORATION · US

Inventors

• Ran Ezerzer · Alcobendas, ES
• Gerald Augustin Holly, Jr. · Heron Bay South, US
• Roberto Armando Portillo Jarquin · San Diego, US
• Ali Aljane · Whistler, CA
• Eli Ben Borodow · Village of La Jolla, US

Key dates

• Filing date: Mar 2, 2001
• Grant date: Apr 29, 2008
• Expiry date: Jan 23, 2023

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5175
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A network-based call center for managing a company's interactions with its customers uses resources supplied by an application service provider. The call center stores sensitive information on a database within the company's private network, behind a firewall. When a call center resource or another client or server obtains new sensitive information, the resource writes the information to the database and then erases the information. When a resource needs sensitive information stored on the database, the resource requests the information from the database, uses it, and then erases the information. The call center further provides a browser-based tool, running on the Internet, for enabling non-technical personnel of the company to provision a call center from the resources of the application service provider.