DISTRIBUTED MULTIMEDIA SOFTWARE-BASED CALL CENTER

A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include we...

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Bibliographische Detailangaben
Hauptverfasser:	ALJANE, ALI, EZERZER, RAN, HOLLY, GERALD, AUGUSTIN, JR, JARQUIN, ROBERT, ARMANDO, PORTILLO, BORODOW, ELI, BEN, MARGUILES, EDWIN, KENNETH
Format:	Patent
Sprache:	eng ; fre ; ger
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:	A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.