MULTI-TASKING, WEB-BASED CALL CENTER

摘要

A system for a web-based call center (18) to provide assistance to multiple simultaneous customers (10). The system includes at least one external communication pathway through which a customer can submit a request to the enterprise contact center (20). The enterprise contact center (20) includes a pool of agents (28) that can provide information in response to requests submitted by customers (10). The system also includes a software engine that routes and schedules customer request to available agents via internal communication pathways. Agents (28) can view customer data on a user interface. The customer data can aid the agents (28) in providing informatio n to the customers (10). Agents (28) can multitask by providing assistance to multiple customers (10) at one time. Agents (28) can respond to customer requests using web and telephone communication pathways.