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Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment

  • US 6,823,384 B1
  • Filed: 10/15/1999
  • Issued: 11/23/2004
  • Est. Priority Date: 10/15/1999
  • Status: Expired due to Term
First Claim
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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:

  • 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.

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