Systems and methods for discovering customer center information
First Claim
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1. A method for discovering customer center information, comprising:
- receiving a plurality of customer center information from a plurality of respective information sources; and
correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources; and
updating a data structure according to at least one of the plurality of customer center information.
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Abstract
A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources.
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Citations
28 Claims
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1. A method for discovering customer center information, comprising:
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receiving a plurality of customer center information from a plurality of respective information sources; and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources; and updating a data structure according to at least one of the plurality of customer center information. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for discovering customer center information, comprising:
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memory; software stored in the memory; a processor; and at least one communication interface configured to receive a plurality of customer center information from a plurality of respective information sources; and wherein the software is configured to instruct the processor to determine whether an identity of a contact center agent included in customer center information received from a first of the plurality of information sources corresponds to an identity of a contact center agent included in customer center information received from a second of the plurality of information sources, and update a data structure according to at least one of the plurality of customer center information. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18)
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19. A method for discovering customer center information, comprising:
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receiving telephone identification information from a first information source; receiving computer identification information from a second information source; receiving information identifying a customer center agent from a third information source; correlating at least one of the telephone identification information and the computer identification information with the information identifying the customer center agent; and determining whether at least one of the telephone identification information and the computer identification information corresponds to the customer center agent. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28)
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Specification