Multi-tasking, web-based call center

• US 6,389,132 B1
• Filed: 10/13/1999
• Issued: 05/14/2002
• Est. Priority Date: 10/13/1999
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Price, Robert Barron
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US09/416,737
• Time in Patent Office: 944 Days
• Field of Search: 379/93.17, 379/211, 379/265, 379/266, 379/267, 379/309, 379/265.09, 379/215.01, 709/202, 709/203, 709/317
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/552 Call annotations
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service

Abstract

A system for a web-based call center to provide assistance to multiple simultaneous customers. The system includes at least one external communication pathway through which a customer can submit a request to the enterprise contact center. The enterprise contact center includes a pool of agents that can provide information in response to requests submitted by customers. The system also includes a software engine that routes and schedules customer request to available agents via internal communication pathways. Agents can view customer data on a user interface. The customer data can aid the agents in providing information to the customers. Agents can multi-task by providing assistance to multiple customers at one time. Agents can respond to customer requests using web and telephone communication pathways.

Claims

1. A method comprising:

routing a first communications connection between a first customer and a contact center to a first agent of the contact center;

receiving a service request at the contact center from a second customer;

enqueuing the received service request at the contact center to wait for an agent of the contact center to service the request;

the first agent communicating from the contact center to the first customer via the first connection;

in response to the enqueued request, routing a second communications connection between the contact center and the second customer to the first agent while the first connection remains extant;

servicing the request by communicating between the first agent and the second customer via the second connection while the first connection remains extant; and

communicating with the first customer via the first connection subsequently to communicating via the second connection.

2. The method of claim 1, wherein the communication pathways comprise:

an Internet connection utilizing a web browser interface; and

a public switched telephone network.

3. The method of claim 1, wherein said communications pathways comprise:

an Internet connection utilizing a web browser interface; and

an Internet voice connection.

4. The method of claim 1, wherein said communications pathways comprise:

an Internet connection utilizing a web browser interface; and

a video connection.

5. The method of claim 1, wherein said service request is in an interactive media format.

6. The method of claim 1, wherein said agents comprises human agents.

7. The method of claim 6, wherein said agents further comprises automated computer program agents.

8. The method of claim 1, wherein said response is in an interactive media format.

9. The method of claim 1, wherein servicing said customer service request further comprises placing said at least one customer on hold while searching for a response to said customer service request or while communicating with another customer in said plurality of customers.

10. The method of claim 1, further comprising allowing said at least one customer to browse the Internet while waiting on hold.

11. The method of claim 1, wherein said servicing said service request further comprising forwarding said service request to an alternate agent.

12. The method of claim 11, wherein said alternate agent is a specialized agent with a specialized knowledge to answer said service request.

13. The method of claim 11, wherein said alternate agent is a specialized agent with a specialized knowledge to answer or monitor said service request.

14. The method of claim 11, wherein said alternate agent is a specialized agent moderating a live event.

15. The method of claim 1, further comprises scheduling a scheduled contact between said second customer and said first agent.

16. The method of claim 15, wherein said first connection is in an interactive media format.

17. The method of claim 1 further comprising:

enabling the second customer to receive data from a source other than the contact center while the request is enqueued.

18. The method of claim 1 further comprising:

enabling the second customer to browse the World Wide Web while the request is enqueued.

19. The method of claim 1 further comprising:

enabling the first customer to browse the World Wide Web while servicing the request by communicating between the first agent and the second customer via the second connection.

20. The method of claim 1 wherein:

the first agent communicating via the first connection comprises sending data to the first customer.

21. The method of claim 1, wherein:

communicating with the second connection is preceded by placing the first connection on hold; and

communicating via the first connection subsequently to communicating via the second connection is preceded by taking the first connection off hold.

22. The method of claim 1 wherein:

communicating via the first connection subsequently to communicating via the second connection comprises

the first agent again communicating with the first customer via the first connection.

23. The method of claim 1 wherein:

communicating via the first connection subsequently to communicating via the second connection comprises

rerouting the first communications connection from the first agent to another agent of the call center; and

the other agent communicating with the first customer via the rerouted first connection.

24. The method of claim 1 wherein:

the first agent communicating via the first connection comprises

in response to a first request from the first customer, the first agent sending data to the first customer via the first connection; and

communicating with the first customer via the first connection subsequently to communicating via the second connection comprises

in response to a second request received from the first customer via the first connection, the first agent or another agent of the contact center communicating with the first customer via the first connection.

25. The method of claim 1 wherein:

communicating with the first customer via the first connection subsequently to communicating via the second connection comprises

rerouting both the first and the second connection to a common endpoint of the contact center such that both the first and the second connection are connected to the common endpoint at a same time and both the first and the second customer are communicating with the common endpoint at the same time.

26. The method of claim 25 wherein:

the common endpoint is an agent of the contact center having a live multi-party interaction with the first and the second customer.

28. The machine-readable medium of claim 22 further comprising:

enabling the second customer to receive data from a source other than the contact center while the request is enqueued.

27. A machine-readable medium that provides instructions, which when executed by a set of one or more processors, cause said set of processors to perform operations comprising:

routing a first communications connection between a first customer and a contact center to a first agent of the contact center;

receiving a service request at the contact center from a second customer;

enqueuing the received service request at the contact center to wait for an agent of the contact center to service the request;

the first agent communicating from the contact center to the first customer via the first connection;

in response to the enqueued request, routing a second communications connection between the contact center and the second customer to the first agent while the first connection remains extant;

servicing the request by communicating between the first agent and the second customer via the second connection while the first connection remains extant; and

communicating with the first customer via the first connection subsequently to communicating via the second connection.

29. The machine-readable medium of claim 27 further comprising:

enabling the first customer to browse the World Wide Web while servicing the request by communicating between the first agent and the second customer via the second connection.

30. The machine-readable medium of claim 27 further comprising:

enabling the second customer to browse the World Wide Web while the request is enqueued.

31. The machine-readable medium of claim 27 wherein:

the first agent communicating via the first connection

comprises sending data to the first customer.

32. The machine-readable medium of claim 27 wherein:

routing the second connection is preceded by placing the first connection on hold; and

communicating via the first connection subsequently to communicating via the second connection is preceded by taking the first connection off hold.

33. The machine-readable medium of claim 27 wherein:

communicating via the first connection subsequently to communicating via the second connection comprises

the first agent again communicating with the first customer via the first connection.

34. The machine-readable medium of claim 27 wherein:

communicating via the first connection subsequently to communicating via the second connection comprises

rerouting the first communications connection from the first agent to another agent of the call center; and

the other agent communicating with the first customer via the rerouted first connection.

35. The machine-readable medium of claim 27 wherein:

the first agent communicating via the first connection comprises

in response to a first request from the first customer, the first agent sending data to the first customer via the first connection; and

communicating with the first customer via the first connection subsequently to communicating via the second connection comprises

in response to a second request received from the first customer via the first connection, the first agent or another agent of the contact center communicating with the first customer via the first connection.

36. The machine-readable medium of claim 27 wherein:

communicating with the first customer via the first connection subsequently to communicating via the second connection comprises

rerouting both the first and the second connection to a common endpoint of the contact center such that both the first and the second connection are connected to the common endpoint at a same time and both the first and the second customer are communicating with the common endpoint at the same time.

37. The machine-readable medium of claim 36 wherein:

the common endpoint is an agent of the contact center having a live multi-party interaction with the first and the second customer.

38. A web-based call center for providing assistance to at least one customer node comprising:

at least one external communication pathway with which to receive at least one customer request at the web-based call center;

a plurality of agent nodes operable to provide information responding to said at least one customer request to said at least one customer node;

a software engine operable to route and schedule said at least one customer request to an available agent node selected from said plurality of agent nodes via at least one internal communication pathway, said software engine further operable to service a first communication between a first customer node and a first agent node subsequent to having the first communication remain extant while servicing a second communication between the first agent node and a second customer node;

in response to an enqueued request corresponding to the second customer node and

a user interface operable to display customer data to said available agent node wherein said data aids said available agent in assisting said at least one customer node.

39. The web-based call center of claim 38 wherein said at least one external communication pathway comprises:

an Internet connection utilizing a web browser interface; and

a public switched telephone network.

40. The web-based call center of claim 38, wherein said at least one internal communication pathway are selected from the group consisting of:

a local area network;

an intranet;

a private branch exchange telephone system; and

an automatic call distribution system which supports telephony functions.

41. The web-based call center of claim 38, wherein said at least one

internal communication pathway and said at least one external communication pathway support live communications between said at least one customer node and said available agent node.

42. The web-based call center of claim 38, further comprising at least one server operable to switch communications between said at least one internal communication pathway and said at least one external communication pathway.

43. The web-based call center of claim 38, wherein said at least one customer request is in an interactive media format.

44. The web-based call center of claim 38, wherein said information responding to said at least one customer request is provided to said at least one customer node in an interactive media format.

45. The web-based call center of claim 38, wherein said software engine is further operable to group a set of similar customer requests and forward said similar customer requests to a specialized agent node capable of answering said similar customer requests or to a specialized live event.

46. The web-based call center of claim 38, wherein said software engine is operable to forward said at least one customer request from said available agent node to at least one second agent node in said plurality of agent nodes.

47. The web-based call center of claim 38, wherein said pool of agent nodes comprises human agents.

48. The web-based call center of claim 47, wherein said pool of agent nodes further comprises automated computer program agent nodes.

49. An apparatus to route communications comprising:

means for routing a first communications connection between a first customer node and first agent node, the first agent node communicating to the first customer node via the first connection;

means for receiving a service request from a second customer node;

means for enqueuing the received service request to wait for an agent node to service the request;

means for routing a second communications connection from the second customer node to the first agent node, in response to the enqueued request, while the first connection remains extant;

means for servicing the service request by communicating between the first agent node and the second customer node via the second connection while the first connection remains extant; and

means for communicating with the first customer node via the first connection subsequently to communicating via the second connection.

50. The apparatus of claim 49 wherein said communicating comprises sending data to the first customer.

51. The apparatus of claim 49 wherein the means for communicating with the second connection is preceded by placing the first connection on hold;

and

communicating via the first connection subsequently to communicating via the second connection is preceded by taking the first connection off hold.

52. The apparatus of claim 49 wherein, the means for communicating via the first connection subsequently to communicating via the second connection comprises the first agent node again communicating with the first customer node via the first connection.

53. The apparatus of claim 49 wherein the means for communicating via the first connection subsequently to communicating via the second connection comprises:

a means for rerouting the first communications connection from the first agent node to another agent node; and

the other agent node communicating with the first customer node via the rerouted first connection.

54. The apparatus of claim 49 wherein the first agent node communicating via the first connection comprises:

the first agent node sending data to the first customer node via the first connection, in response to a first request from the first customer node; and

communicating with the first customer node via the first connection subsequently to communicating via the second connection comprises

in response to a second request received from the first customer node via the first connection, the first agent node or another agent node communicating with the first customer node via the first connection.

55. The apparatus of claim 49 wherein:

communicating with the first customer node via the first connection subsequently to communicating via the second connection comprises

a means for rerouting both the first and the second connection to a common endpoint such that both the first and the second connection are connected to the common endpoint at a same time and both the first and the second customer nodes are communicating with the common endpoint at the same time.

56. A contact distributor system comprising:

a plurality of customer nodes, a first of the plurality of customer nodes to transmit a first service request via a first communications connection; and

a contact center, the contact center to receive the first service request via the first communications connection; and

the contact center to route the first communications connection between the contact center and the first of the plurality of customer nodes to a first of a plurality of agent nodes; and

the contact center to receive a second service request via a second communications connection; and

a queue for enqueuing the second service request at the contact center to wait for an agent of the contact center to service the request; and

the first of the plurality of agent nodes in communication with the first of the plurality of customer nodes via the first communications connection; and

the contact center to route the second communications connection between the first of the plurality of agent nodes and a second of the plurality of customer nodes via the second communications connection in response to an enqueued request, while the first communications connection remains extant; and

the contact center to communicate with the first of the plurality of customer nodes via the first communications connection subsequently to communicating via the second communications connection.

57. The system of claim 56 where said second of the plurality of customer nodes to receive data from a source other than the contact center while the first service request remains extant.

58. The system of claim 56 where said second of the plurality of customer nodes is in communication via the World Wide Web.

59. The system of claim 56 where said first of the plurality of agent nodes sends data to said first of the plurality of customer nodes.