Load balancing and sharing of contextual information in a multi-vendor and/or multiple contact center environment
US9219819B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 28, 2015 |
| Grant date | Dec 22, 2015 |
| Priority date | — |
| Expiry date | May 28, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/552
- WIPO fieldAudio-visual technology
- WIPO sectorElectrical engineering
Abstract
A method and system for load balancing and sharing of context information in a multi-vendor and/or multi-contact center environment. The arrangements utilize a generic client-side API in conjunction with a set of back end-frameworks to facilitate support of disparate contact center solutions. Accordingly a single client side application can be used to support multiple vendor contact center solutions. Further, the system enables an enterprise to leverage an instance of a visual IVR server, which works in conjunction with a contact center that supports such visual IVR server, so that it can also be used with contact center solutions that do not provide direct access to IVR scripts. The system also facilitates use of agent availability statistics to intelligently route customer calls to the most available agent across multiple vendor solutions or where instances of a single vendor solution are deployed in different data centers.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.