发明名称 |
Multi-tasking, web-based call center |
摘要 |
A system for a web-based call center to provide assistance to multiple simultaneous customers. The system includes at least one external communication pathway through which a customer can submit a request to the enterprise contact center. The enterprise contact center includes a pool of agents that can provide information in response to requests submitted by customers. The system also includes a software engine that routes and schedules customer request to available agents via internal communication pathways. Agents can view customer data on a user interface. The customer data can aid the agents in providing information to the customers. Agents can multi-task by providing assistance to multiple customers at one time. Agents can respond to customer requests using web and telephone communication pathways.
|
申请公布号 |
US6389132(B1) |
申请公布日期 |
2002.05.14 |
申请号 |
US19990416737 |
申请日期 |
1999.10.13 |
申请人 |
AVAYA TECHNOLOGY CORP. |
发明人 |
PRICE ROBERT BARRON |
分类号 |
G06Q10/00;H04M3/42;H04M3/51;H04M3/523;H04M7/00;(IPC1-7):H04M3/00 |
主分类号 |
G06Q10/00 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|