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Method and system for monitoring and managing multi-sourced call centers

  • US 20060109976A1
  • Filed: 11/22/2005
  • Published: 05/25/2006
  • Est. Priority Date: 11/23/2004
  • Status: Active Grant
First Claim
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1. A method, comprising, at a mid-point call management node subject to monitoring through a workstation communicatively coupled thereto, providing call services for an inbound call received from an originating network at an originating point-of-presence (POP) associated with multiple, disparate call centers, the call services being provided in response to call management application instructions issued according to enterprise-specific strategies for optimizing call handling between the originating POP and domestic and international ones of the disparate call centers communicatively coupled thereto.

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