| 摘要 |
An architecture for providing multi-media service to a client includes a web page host server for providing pages of information capable of display by a client browser, and a contact center platform capable of establishing communication between a representative and the client via telephone. At least one of the pages provided by the host server includes an indication of service options available from the contact center platform, and further includes an indication of delay associated with provision of one of those service options. In response to selection of one of the callback options by the customer, the customer is placed in a virtual callback queue in the contact center platform. Selected customer data including phone number is then provided to the contact center platform for use in establishing the callback and providing the customer service representative with information in order to avoid duplicative gathering of particular information. In an alternative embodiment, the callback service information may be delivered in a summary format to a device configured to receive and render the information in that format. For example, rather than delivering an entire HTML page with an icon including a presentation of the data, the service strategy server may simply deliver the callback delay data with a tag indicative of the service type.
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