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

• Current Assignee: Arise Virtual Solutions Incorporated (Arise Holdings, Inc.)
• Original Assignee: Willow CSN, Inc. (Arise Holdings, Inc.)
• Inventors: Cherry, Richard, Falcon, Roland
• Granted Patent: US 6,934,379 B2
• Time in Patent Office: Days
• US Class Current: 379/265.11
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A method is disclosed for 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 the customer-initiated call at a contact center; deriving an array of caller information from the customer-initiated call; transmitting the 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 the contact center; directing the customer-initiated call to the identified remotely located agent; the coordination center tracking the number of calls received by the remotely located agent for said contact center and providing payroll services for the contact center on behalf of the remotely located agent; the coordination center maintaining statistical records of each customer-initiated call and providing the statistical records to the contact center; establishing simultaneous communication between the coordination center, the remotely located agent and the contact center; monitoring the content of communications taking place in the customer-initiated call and providing access to the content to the contact center; and the contact center rendering assistance to the remotely located agent.

Claims

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.

2. The method of claim 1, wherein said customer-initiated call is placed through a communication method selected from among the class of communication methods consisting of:

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone.

3. The method of claim 1, further comprising the steps by said coordination center of tracking the number of calls received by said remotely located agent for said contact center and providing payroll services for said contact center on behalf of said remotely located agent.

4. The method of claim 1, further comprising the steps by said coordination center of maintaining statistical records of each customer-initiated call and providing said statistical records to said contact center.

5. The method of claim 1, further comprising the step of establishing simultaneous communication between said coordination center, said remotely located agent and said contact center.

6. The method of claim 5 wherein said simultaneous communication is established through a communication method selected from among the class of communication methods consisting of:

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone.

7. The method of claim 1, further comprising the steps by said coordination center of monitoring the content of communications taking place in said customer-initiated call and providing access to said content to said contact center.

8. The method of claim 7, further comprising the steps by said contact center of rendering assistance to said remotely located agent through a communication method selected from among the class of communication methods consisting of:

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone.

9. A method of distributing a customer-initiated call 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 coordination center servicing one or more call centers;

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

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

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

10. The method of claim 9, wherein said customer-initiated call is placed through a communication method selected from among the class of communication methods consisting of:

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone.

11. The method of claim 9, further comprising the steps by said coordination center of tracking the number of calls received by said remotely located agent for said contact center and providing payroll services for said contact center on behalf of said remotely located agent.

12. The method of claim 9, further comprising the steps by said coordination center of maintaining statistical records of each customer-initiated call and providing said statistical records to said contact center.

13. The method of claim 9, further comprising the step of establishing simultaneous communication between said coordination center, said remotely located agent and said contact center.

14. The method of claim 13 wherein said simultaneous communication is established through a communication method selected from among the class of communication methods consisting of:

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone.

15. The method of claim 9, further comprising the steps by said coordination center of monitoring the content of communications taking place in said customer-initiated call and providing access to said content to said contact center.

16. The method of claim 15, further comprising the steps by said contact center of rendering assistance to said remotely located agent through a communication method selected from among the class of communication methods consisting of:

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone.

17. 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 wherein said customer-initiated call is placed through a communication method selected from among the class of communication methods consisting of;

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone;

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;

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

said coordination center tracking the number of calls received by said remotely located agent for said contact center and providing payroll services for said contact center on behalf of said remotely located agent;

said coordination center maintaining statistical records of each customer-initiated call and providing said statistical records to said contact center;

establishing simultaneous communication between said coordination center, said remotely located agent and said contact center wherein said simultaneous communication is established through a communication method selected from among the class of communication methods consisting of;

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone;

monitoring the content of communications taking place in said customer-initiated call and providing access to said content to said contact center; and

said contact center rendering assistance to said remotely located agent through a communication method selected from among the class of communication methods consisting of;

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone.

18. A method of distributing a customer-initiated call 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 coordination center servicing one or more call centers wherein said customer-initiated call is placed through a communication method selected from among the class of communication methods consisting of;

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone;

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

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

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

said coordination center tracking the number of calls received by said remotely located agent for said contact center and providing payroll services for said contact center on behalf of said remotely located agent;

said coordination center maintaining statistical records of each customer-initiated call and providing said statistical records to said contact center;

establishing simultaneous communication between said coordination center, said remotely located agent and said contact center wherein said simultaneous communication is established through a communication method selected from among the class of communication methods consisting of;

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone;

monitoring the content of communications taking place in said customer-initiated call and providing access to said content to said contact center; and

said contact center rendering assistance to said remotely located agent through a communication method selected from among the class of communication methods consisting of;

electronic mail, electronic chat, electronic video conferencing, electronic paging, instant messaging, voice messaging, short messaging service, and telephone.