Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center
First Claim
1. A system for integrating a contact center, an agent station, and a customer relation management system comprising at least one server, comprising:
- a computer device coupled to the contact center, the agent station, and the customer relation management server; and
software running on said computer device;
wherein said software communicates with the contact center, the agent station, and the customer relation management server, making one or more dynamic states of one or more of the contact center, the agent station, and the customer relation management server available to others of the contact center, the agent station, and the customer relation management server.
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Accused Products
Abstract
A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.
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Citations
29 Claims
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1. A system for integrating a contact center, an agent station, and a customer relation management system comprising at least one server, comprising:
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a computer device coupled to the contact center, the agent station, and the customer relation management server; and software running on said computer device; wherein said software communicates with the contact center, the agent station, and the customer relation management server, making one or more dynamic states of one or more of the contact center, the agent station, and the customer relation management server available to others of the contact center, the agent station, and the customer relation management server. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method for automated ordering and receipt of data and/or services provided by a customer relation management system to a communications terminal according to reported state information about live or asynchronous media events routed to the terminal comprising steps of:
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(a) routing an event or notification of the event to the communications terminal; (b) reporting state information related to the routed event or notification of the state information to the customer relation management system during the time of routing of the event for connection; (c) determining at the customer relation management system specific data and/or services needed; and (d) receiving at the terminal the data and/or services or a notification of availability of the data and/or services from the customer relation management system during or before a time of interaction for the event at the terminal. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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Specification