Automatic call distribution system using computer network-based communication
Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and prov...
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| creator | WELLS MARK LOVETT HORVATH EDWARD C BUSEY ANDREW T ZILKO STEPHEN P HOQ MOHAMMED EHTESHAM NOVOSEL PETER BUNYAN PETER ZHANG ZHIYU SEAH KIRSCHEN ALCYONE BOWEN KENNETH LYNN SANCHEZ CHRISTOPHER CURRIE GEORGE BALAKRISHNAN GOVIND MOORE DWIGHT M |
| description | Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for "blending" of different communication types to provide a single interface to the agent. |
| format | Patent |
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| subjects | ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION |
| title | Automatic call distribution system using computer network-based communication |
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