System, computer program and method for enabling individual client users to recruit, connect to, and manage a remote workforce through a shared network
First Claim
1. ) A method of engaging a plurality of individuals for the provision of service communications to customers, comprising the steps of:
- a) Providing access to a remote agent network to one or more client users;
b) Providing access to the remote agent network to a plurality of remote agents; and
c) Enabling the one or more client users by operation of the remote agent network to;
i) Recruit one or more remote agents from the plurality of remote agents for selection for a client user dedicated pool from the plurality of remote agents;
ii) Select the client user dedicated pool; and
iii) Directly manage the provision of service communications by the client user dedicated pool via the remote agent network.
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Accused Products
Abstract
A system is provided which includes a remote agent network is provided which enables network clients or client users to recruit, select, manage and pay a plurality of remote agents for the provision of service communication services to their customers. The remote agent network consists of a central communication platform that includes a web server and a telephony server. A network application enables the network clients to recruit and select remote agents. The network application enables network clients to manage the provision of service communications by remote agents via an operating platform that forms part of the remote agent network. The operating platform enables the remote agents to access network client databases, and to take phone calls from the network client call queue. The computer program of the present invention includes the network application and the operating platform which is resident on a remote agent client computer. The invention also provides a method for enabling the direct management of the remote agents by the network clients.
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Citations
30 Claims
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1. ) A method of engaging a plurality of individuals for the provision of service communications to customers, comprising the steps of:
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a) Providing access to a remote agent network to one or more client users;
b) Providing access to the remote agent network to a plurality of remote agents; and
c) Enabling the one or more client users by operation of the remote agent network to;
i) Recruit one or more remote agents from the plurality of remote agents for selection for a client user dedicated pool from the plurality of remote agents;
ii) Select the client user dedicated pool; and
iii) Directly manage the provision of service communications by the client user dedicated pool via the remote agent network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. ) A system for engaging a plurality of individuals for the provision of service communications to customers of one or more client users, the system comprising:
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a) A communication platform;
b) A web server linked to the communication platform and adapted to provide a secure connection to a client server, wherein the client server includes one or more call center applications and is linked to a client database including service communication data; and
c) A telephony server linked to the communication platform, a carrier switch and the web server, wherein the telephony server and web server cooperate to enable one or more client users to permit access to a dedicated pool of remote agents selected by the one or more client users to access;
i) The client server; and
ii) And a call queue from the carrier switch, thereby enabling the dedicated pool of remote agents to take calls from the call queue from one or more remote devices. - View Dependent Claims (12, 13)
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14. ) A computer program for operation on a web server linked to a telephony server and a communication platform, the computer program defining a network application that provides instructions for enabling one or more client users to permit access to a dedicated pool of remote agents selected by the one or more client users to access:
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a) a client server that includes one or more call center applications and is linked to a client database including service communication data; and
b) the telephony server so as to establish a link to a client user call queue from a carrier switch, thereby enabling the dedicated pool of remote agents to take calls from the call queue from one or more remote devices thereby enabling the remote agents to provide service communication services to the one or more client users. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22)
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23. ) A computer program for operation on a client computer associated with a remote agent selected by one or more client users to form part of a dedicated pool of remote agents for providing service communications to the one or more client users, the computer program defining a client application that provides instructions to the client computer to:
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a) Load into the RAM of the client computer an operating platform;
b) Establish a secure partition between the client computer hard drive and client user data accessed by the client computer in the provision of service communications; and
c) Establish IP packet control of the client computer state on a carrier switch. - View Dependent Claims (24, 25, 26, 27)
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28. ) A system comprising:
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a) a client computer associated with a remote agent selected by one or more client users to form part of a dedicated pool of remote agents for providing service communications to the one or more client users; and
b) a computer program loaded on the client computer, the computer program providing a client application that provides instructions to the client computer to;
i) Load into the RAM of the client computer an operating platform;
ii) Establish a secure partition between the client computer hard drive and client user data accessed by the client computer in the provision of service communications; and
iii) Establish IP packet control of the client computer state on a carrier switch. - View Dependent Claims (29, 30)
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Specification