Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment
First Claim
1. A method of electronically routing a communication event from a customer to a customer service agent and collecting agent inputs in a secure multi-media/multi-tenant environment, the method comprising the steps of:
- correlating a first telephone number to a first computer memory partition, the first computer memory partition being associated with a first tenant;
correlating an e-mail address to a second computer memory partition, the second computer memory partition being associated with a second tenant, the first tenant and the second tenant being distinct business entities;
correlating a first customer service agent to the first computer memory partition, and a second customer service agent to the second computer memory partition;
receiving the communication event from the customer;
transmitting the communication event to the first customer service agent at a second telephone number if the communication event is directed to the first telephone number;
receiving first agent inputs from the first customer service agent; and
storing the first agent inputs exclusively in the first computer memory partition.
18 Assignments
0 Petitions
Accused Products
Abstract
A system for securely collecting customer service agent data in a multi-tenant environment is provided. Generally, a plurality of customers send a plurality of messages to a server. Several different media types may be used to communicate with the server. The server then selects one of a plurality of customer service agents to handle a particular message based on a determination of the targeted tenant'"'"'s identity, a predetermined association between the agent and the tenant, and the agent'"'"'s availability. The server then routes the message and a “screen pop” to the selected agent. The selected agent then transmits information back to the server where it is stored in a secure memory partition associated with the targeted tenant. When a particular customer/agent session ends, the agents access to the secure memory partition is deactivated.
312 Citations
7 Claims
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1. A method of electronically routing a communication event from a customer to a customer service agent and collecting agent inputs in a secure multi-media/multi-tenant environment, the method comprising the steps of:
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correlating a first telephone number to a first computer memory partition, the first computer memory partition being associated with a first tenant;
correlating an e-mail address to a second computer memory partition, the second computer memory partition being associated with a second tenant, the first tenant and the second tenant being distinct business entities;
correlating a first customer service agent to the first computer memory partition, and a second customer service agent to the second computer memory partition;
receiving the communication event from the customer;
transmitting the communication event to the first customer service agent at a second telephone number if the communication event is directed to the first telephone number;
receiving first agent inputs from the first customer service agent; and
storing the first agent inputs exclusively in the first computer memory partition. - View Dependent Claims (2, 3, 4, 5)
correlating a third telephone number to the first computer memory partition;
correlating a third customer service agent to the first computer memory partition;
receiving third login information from the third customer service agent, the third login information including a third agent identification code and a fourth telephone number;
transmitting the communication event to the third customer service agent at the fourth telephone number if the communication event is directed to the third telephone number;
receiving third agent inputs from the third customer service agent; and
storing the third agent inputs exclusively in the first computer memory partition.
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6. A method of electronically routing a communication event from a customer to a customer service agent and collecting agent inputs in a secure multi-media/multi-tenant environment, the method comprising the steps of:
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correlating a first telephone number to a first computer memory partition, the first computer memory partition being associated with a first tenant;
correlating an e-mail address to a second computer memory partition, the second computer memory partition being associated with a second tenant, the first tenant and the second tenant being distinct business entities;
correlating a first customer service agent to the first computer memory partition, and a second customer service agent to the first computer memory partition and the second computer memory partition;
receiving first login information from the first customer service agent, and second login information from the second customer service agent, the first login information including a first agent identification code and a second telephone number, the second login information including a second agent identification code, a third telephone number, and a network address;
receiving the communication event from the customer;
transmitting the communication event to the second customer service agent at the network address if the communication event is directed to the e-mail address;
determining a selected telephone number based on the second telephone number and the third telephone number if the communication event is directed to the first telephone number;
transmitting the communication event to the selected telephone number if the communication event is directed to the first telephone number;
receiving first agent inputs from the first customer service agent, and second agent inputs from the second customer service agent; and
storing the first agent inputs exclusively in the first computer memory partition, and the second agent inputs exclusively in the second computer memory partition.
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7. An apparatus for electronically routing communication events from customers to customer service agents and storing agent inputs, the apparatus comprising:
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a telephone interface circuit for electronically communicating with a telephone network;
a network interface circuit for electronically communicating with the Internet;
a data storage device having a first memory partition associated with a first tenant and a second memory partition associated with a second tenant, the first tenant and the second tenant being distinct business entities, the data storage device storing a first destination address logically associated with the first memory partition, the data storage device storing a second destination addresses logically associated with the second memory partition, the data storage device storing first agent input data logically associated with the first memory partition, the data storage device storing second agent input data logically associated with the second memory partition; and
a controller operatively coupled to the telephone interface circuit, the network interface circuit, and the data storage device, the controller causing a phone call to be routed from a first customer to a first customer service agent located at the first destination address using the telephone interface circuit, the controller receiving first agent inputs from the network interface circuit, the controller causing the data storage device to store the first agent inputs in the first memory partition, the controller causing an e-mail message to be routed from a second customer to a second customer service agent located at the second destination address using the network interface circuit, the controller receiving second agent inputs from the network interface circuit, the controller causing the data storage device to store the second agent inputs in the second memory partition.
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Specification