System and method for replacing hold-time with a call-back in a contact center environment

摘要

System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.

主权项

1. A method comprising:
using an independent communication system (ICS) to manage a transaction between a waiting party and a queuing party, the queuing party having queuing calling service (QCS) and no hardware or software is needed by the QCS; wherein the waiting party can maintain a spot in a queue and receive a call-back from the ICS, wherein the ICS maintains call-attached data during the call-back; wherein the call-attached data comprise data attached by the QCS to an initial call from the waiting party; and wherein the ICS is independent of the queuing party.