Methods and systems for multilayer provisioning of networked contact centers

• US 8,515,833 B2
• Filed: 08/29/2008
• Issued: 08/20/2013
• Est. Priority Date: 08/29/2008
• Status: Active Grant

• Current Assignee: 8X8, Inc.
• Original Assignee: 8X8, Inc.
• Inventors: Salame, Mansour, Townsend, Robert
• Primary Examiner(s): Danneman, Paul
• Application Number:
  US12/201,671
• Publication Number:
  US 20100054439A1
• Time in Patent Office: 1,817 Days
• Field of Search: None
• US Class Current: 705/28
• CPC Class Codes: H04M 3/42144 by service provider
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Embodiments of multilayer provisioning of networked contact centers comprise providing a support service, via a distributor, to a tenant, responsive to receiving a request from the tenant to modify the support provisioning the modified support service to the tenant.

Claims

1. A computer-implemented method for distribution of services of a contact center, the method comprising:

provisioning an initial support service, via a distributor, to a tenant that is an entity using the contact center to address contact from other entities with whom the tenant has a relationship, the distributor purchasing the initial support service from the contact center for distribution to the tenant, the initial support service allocating an amount of resources of the contact center for use by the tenant;

responsive to receiving a request from the tenant to modify the initial support service, modifying the initial support service without participation of the distributor, the modifying of the initial support service causing a change in the amount of the contact center resources allocated for use by the tenant; and

provisioning the modified support service to the tenant.

2. The computer-implemented method of claim 1, wherein the change in the amount of the contact center resources caused by the modifying of the support service includes increasing a capacity of the initial support service in response to an increased demand by the tenant.

3. The computer-implemented method of claim 2, further comprising inhibiting the modifying of the initial support service based on capacity limits established for the distributor.

4. The computer-implemented method of claim 2, further comprising inhibiting the modifying of the initial support service based on credit limits established for the distributor.

5. The computer-implemented method of claim 2, further comprising inhibiting the increasing of the capacity of the initial support service based on capacity limits established for the tenant.

6. The computer-implemented method of claim 2, further comprising inhibiting the increasing of the capacity of the initial support service based on credit limits established for the tenant.

7. The computer-implemented method of claim 1, further comprising requesting the tenant to provide a payment for the modified support service.

8. The computer-implemented method of claim 1, further comprising inhibiting of the modifying of the initial support service when the tenant does not provide a payment.

9. A system for distribution of services of a contact center comprising:

at least one contact center machine having at least one processor;

a communication module, implemented by the at least one processor, configurable to receive a request from a tenant to modify a initial support service, the initial support service being provisioned, via a distributor, to the tenant that is an entity using the contact center to address contact from other entities with whom the tenant has a relationship, the distributor purchasing the initial support service from the contact center for distribution to the tenant, and the initial support service allocating an amount of resources of the contact center for use by the tenant; and

provisioning module, implemented by the at least one processor, configurable to

modify the support service without participation of the distributor in response to receiving the request, the modifying of the initial support service causing a change in the amount of the contact center resources allocated for use by the tenant, and

provision the modified support service to the tenant.

10. The system of claim 9, wherein the provisioning module is to increase a capacity of the initial support service in response to an increased demand by the tenant.

11. The system of claim 10, further comprising an inhibiting module to inhibit the modifying of the initial support service.

12. The system of claim 11, wherein the inhibiting module is to inhibit the modifying of the initial support service based on credit limits established for the distributor.

13. The system of claim 11, wherein the inhibiting module to inhibit the modifying of the initial support service based on capacity limits established for the tenant.

14. The system of claim 11, wherein the inhibiting module is to inhibit the modifying of the initial support service based on credit limits established for the tenant.

15. The system of claim 11, wherein the inhibiting module is to inhibit the modifying of the initial support service when the tenant does not provide a payment.

16. The system of claim 9, wherein the provisioning module is to request the tenant to provide a payment for the modified support service.

17. The system of claim 9, wherein a number of customers of the tenant being able to utilize the modified support service is limited by a predetermined number.

18. The system of claim 9, wherein the provisioning module is a virtual contact center.

19. The system of claim 18, wherein the virtual contact center is to receive and transmit one or more of the following:

telephone calls, electronic mails, electronic messages, and facsimiles.

20. A computer-readable storage medium comprising instructions, which when implemented by one or more processors, perform the following operations:

provisioning an initial support service, via a distributor, to a tenant that is an entity seeking to address contact from other entities with whom the tenant has a relationship, and the distributor purchasing the initial support service from the contact center for distribution to the tenant, the initial support service allocating an amount of resources of the contact center for use by the tenant;

responsive to receiving a request from the tenant to modify the initial support service, modify the initial support service without participation of the distributor, the modifying of the initial support service causing a change in the amount of the contact center resources allocated for use by the tenant; and

provision the modified support service to the tenant.

21. The computer-readable storage medium of claim 20, wherein the change in the amount of the contact center resources caused by the modifying of the support service includes increasing a capacity of the initial support service in response to an increased demand by the tenant.

22. A computer-implemented apparatus for distribution of services of a contact center, said apparatus comprising:

means for a provisioning an initial support service, via a distributor, to a tenant that is an entity seeking to address contact from other entities with whom the tenant has a relationship, and the distributor purchasing the initial support service from the contact center for distribution to the tenant, the initial support service allocating an amount of resources of the contact center for use by the tenant;

means for modifying the initial support service without participation of the distributor in response to receiving a request from the tenant to modify the initial support service, the modifying of the initial support service causing a change in the amount of the contact center resources allocated for use by the tenant; and

means for provisioning the modified support service to the tenant.

23. The computer-implemented apparatus of claim 22, further comprising means for inhibiting the modifying of the initial support service based on capacity limits established for the distributor.

24. The computer-implemented apparatus of claim 22, further comprising means for requesting the tenant to provide a payment for the modified support service.