METHODS AND SYSTEMS FOR MULTILAYER PROVISIONING OF NETWORKED CONTACT CENTERS

• US 20100054439A1
• Filed: 08/29/2008
• Published: 03/04/2010
• Est. Priority Date: 08/29/2008
• Status: Active Grant

• Current Assignee: 8X8, Inc.
• Original Assignee: Contactual, Inc. (8X8, Inc.)
• Inventors: Townsend, Robert, SALAME, MANSOUR
• Granted Patent: US 8,515,833 B2
• Time in Patent Office: Days
• US Class Current: 379/201.120
• CPC Class Codes: H04M 3/42144 by service provider
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Embodiments of multilayer provisioning of networked contact centers comprise providing a support service, via a distributor, to a tenant, responsive to receiving a request from the tenant to modify the support provisioning the modified support service to the tenant.

Claims

1. A computer-implemented method for distribution of services of a contact center, the method comprising:

providing a support service, via a distributor, to a tenant;

responsive to receiving a request from the tenant to modify the support service, modifying the support service without participation of the distributor; and

provisioning the modified support service to the tenant.

2. The computer-implemented method of claim 1, wherein the modifying of the support service includes increasing a capacity of the support service in response to an increased demand by the tenant.

3. The computer-implemented method of claim 2, further comprising inhibiting the modifying of the support service based on capacity limits established for the distributor.

4. The computer-implemented method of claim 2, further comprising inhibiting the modifying of the support based on credit limits established for the distributor.

5. The computer-implemented method of claim 2, further comprising inhibiting the capacity of the support service based on capacity limits established for the tenant.

6. The computer-implemented method of claim 2, further comprising inhibiting the capacity of the support service based on credit limits established for the tenant.

7. The computer-implemented method of claim 1, further comprising requesting the tenant to provide a payment for the modified support service.

8. The computer-implemented method of claim 1, further comprising inhibiting of the modifying of the support service when the tenant does not provide a payment.

9. A system for distribution of services of a contact center comprising:

a communication module configurable to receive a request from a tenant to modify a support service, the support service being provided, via a distributor; and

a provisioning module configurable to

modify the support service without participation of the distributor in response to receiving the request, and

provision the modified support service to the the tenant.

10. The system of claim 9, wherein the provisioning module is to increase a capacity of the support service in response to an increased demand by the tenant.

11. The system of claim 10, further comprising an inhibiting module to inhibit the modifying of the support service.

12. The system of claim 11, wherein the inhibiting module is to inhibit the modifying of the support service based on credit limits established for the distributor.

13. The system of claim 11, wherein the inhibiting module to inhibit the modifying of the support service based on capacity limits established for the tenant.

14. The system of claim 11, wherein the inhibiting module is to inhibit the modifying of the support service based on the credit limits established for the tenant.

15. The system of claim 11, wherein the inhibiting module is to inhibit the modifying of the support service when the tenant does not provide a payment.

16. The system of claim 9, wherein the provisioning module is to request the tenant to provide a payment for the modified support service.

17. The system of claim 9, wherein a number of customers of the tenant being able to utilize the modified support service is limited by a predetermined number.

18. The system of claim 9, wherein the provisioning module is a virtual contact center.

19. The system of claim 18, wherein the virtual contact center is to receive and transmit one or more of the following:

telephone calls, electronic mails, electronic messages, and facsimiles.

20. A computer-readable medium comprising instructions, which when implemented by one or more processors, perform the following operations:

provide a support service, via a distributor, to a tenant;

responsive to receiving a request from the tenant to modify the support service, modify the support service without participation of the distributor; and

provision the modified support service to the tenant.

21. The computer-readable medium of claim 20, wherein the modifying of the support service includes increasing a capacity of the support service in response to an increased demand by the tenant.

22. A computer-implemented apparatus for distribution of services of a contact center, said apparatus comprising:

means for providing a support service, via a distributor, to a tenant;

means for modifying the support service without participation of the distributor in response to receiving a request from the tenant to modify the support service; and

means for provisioning the modified support service to the tenant.

23. The computer-implemented apparatus of claim 22, further comprising means for inhibiting the modifying of the support service based on capacity limits established for the distributor.

24. The computer-implemented apparatus of claim 22, further comprising means for requesting the tenant to provide a payment for the modified support service.