Real-time collaboration center
US8737596B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 29, 2007 |
| Grant date | May 27, 2014 |
| Priority date | — |
| Expiry date | Jul 27, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/0027
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A real-time collaboration center and method for using the same are described herein which enables a caller (end-user) to have a real-time collaboration session with a call center agent. In one embodiment, the real-time collaboration center is able to create a new real-time collaboration session for a caller where the caller is routed to the real-time collaboration session in which they might be joined by an automated call center agent which could provide product information and/or gather information to/from the caller while they wait for the live call center agent. When a live call center agent with the appropriate skill set becomes available, then he/she receives an invitation to join the real-time collaboration session where the two parties can then interact with voice, instant messaging, application/desktop sharing, and other media.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.