| 主权项 |
1. A system comprising:
a communications server configured to:
receive, via a communication network, voice data from a communication device associated with a customer, wherein the voice data indicates a nature of a customer support call; andconvert the voice data to voice-over-IP (VOIP) data packets; and an incident management and routing service configured to:
receive, via a data network, the voice-over-IP data packets from the communications server;generate a customer support incident ticket based at least in part on the received voice-over-IP data packets;identify a customer support agent from among a plurality of customer support agents that are geographically distributed at facilities separate from a facility that includes the incident management and routing service;associate the customer support incident ticket with the customer support agent, wherein the customer support agent is located geographically distributed from the facility that includes the incident management and routing service and interacts with the incident management and routing service via an Internet connection;receive, via the data network, and during the customer support call between the communication device associated with the customer and a computing system associated with the customer support agent a request from the computing system associated with the customer support agent for data from a computing device associated with the customer, wherein the computing device associated with the customer is different than the communication device associated with the customer;send, via the data network, the request for the data to the computing device associated with the customer, wherein the requested data is not voice data;receive, via the data network, the requested data transmitted from the computing device associated with the customer; andsend, via the data network the requested data to the computing system associated with the customer support agent. |
