Method and system for a scalable computer-telephony integration system

摘要

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

主权项

1. A computer-implemented method for managing a contact center directory in a scalable computer-telephony integration system, the method executed by one or more processors programmed to perform the method, the method comprising:
generating, via one more processors, a plurality of contact center service categories each corresponding to a particular type of contact center service in a computer-telephony integration system; for each of the plurality of contact center service categories:
generating, via the one or more processors, one or more sets of contact information for communicating with call agents assigned to the respective contact center service category; andstoring, via the one or more processors, the respective contact center service category along with a reference to each of the one or more sets of contact information assigned to the respective contact center service category in a database; and for a call agent of a plurality of call agents:
presenting, via the one or more processors, one or more contact center service categories of the plurality of contact center service categories which the call agent has permission to access, and one or more sets of contact information assigned to each of the one or more contact center service categories on a display for use by the call agent; andpresenting, via the one or more processors, one or more user controls for transferring, dialing, or conferencing the call agents associated with the one or more sets of presented contact information on the display to facilitate efficiently transferring calls to call agents best suited for responding to an inquiry by a customer.