Providing information by a contact center

US8594306B2 · kind B2 · utility

Assignee

• International Business Machines Corporation · US

Inventors

• Jim A. Laredo · Katonah, US
• Gopal S. Pingali · Kanchinakote, IN
• Zon-Yin Shae · South Salem, US
• Kunwadee Sripanidkulchai · White Plains, US
• Shu Tao · Dobbs Ferry, US
• Maja Vukovic · New York, US

Key dates

• Filing date: Mar 3, 2010
• Grant date: Nov 26, 2013
• Expiry date: Jan 11, 2031

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5191
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.