CONTACT CENTER ARCHITECTURE

摘要

The present invention is a system and method of receiving realtime and non-realtime communications from customers (101, 102, 103), distributing those communications efficiently to an appropriate agent (150) and providing a response to the communication within an appropriate time. The present invention utilizes a hub (HUB-A) and node (120) architecture where realtime communications such as a voice call (105) entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway (110) before being sent to a voice server (120). Other realtime and non-realtime communications are received by an appropriate media server. Routers (140-146) for each media type access a predetermined set of routing data with an application server through a corporate and CRM database (158) to facilitate routing through a node router (146) to the appropriate node and agent (150).