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 |
AU6903500(A) |
申请公布日期 |
2001.04.23 |
申请号 |
AU20000069035 |
申请日期 |
2000.08.10 |
申请人 |
QUINTUS CORPORATION |
发明人 |
ROBERT BARRON PRICE |
分类号 |
G06Q10/00;H04M3/42;H04M3/51;H04M3/523;H04M7/00 |
主分类号 |
G06Q10/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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