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Multiple client remote agent network method

  • US 20020076031A1
  • Filed: 11/20/2001
  • Published: 06/20/2002
  • Est. Priority Date: 01/25/1999
  • Status: Active Grant
First Claim
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1. A method of distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers, comprising the steps of:

  • receiving said customer-initiated call at a contact center;

    deriving an array of caller information from said customer-initiated call;

    transmitting said array of caller information to a coordination center servicing one or more contact centers;

    identifying at least one remotely located agent trained and authorized to receive said customer-initiated call for said contact center; and

    directing said customer-initiated call to said identified remotely located agent.

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