HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY

A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor b...

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Bibliographische Detailangaben
Hauptverfasser:	KOVALENKO, Galina, LUM, Henry R, BISCHOFF, Brian, SAYKO, Vyacheslav, ANDERSON, David H, STOCKING, Terry, BRETHERTON, Bernard, KERLIN, Gregg, HUOVINEN, Donald, ISLAM, Tamal
Format:	Patent
Sprache:	eng ; fre ; ger
Schlagworte:	CALCULATING COMPUTING COUNTING ELECTRIC COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY PHYSICS TELEPHONIC COMMUNICATION TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:	A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.