Database processing

A method in which customer data is exchanged between a contact centre and a customer database server comprises operating a proxy server 160 between the contact centre and the customer database server 100 and detecting, at the proxy server 160, a subset of customer data being exchanged between the co...

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Bibliographische Detailangaben
Hauptverfasser:	MARTIN REX DORRICOTT, DOUGLAS WEBSTER, MATTHEW TURNER, SCOTT HILL, JAMES HUNT, VIKRAM KAMATH
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:	A method in which customer data is exchanged between a contact centre and a customer database server comprises operating a proxy server 160 between the contact centre and the customer database server 100 and detecting, at the proxy server 160, a subset of customer data being exchanged between the contact centre and the customer database server. Data items in the subset of customer data are associated with a current contact between a contact centre agent and a current customer. The identity of the customer can be detected from the data items in the subset, and the subset can exclude personal identification data.