Multiple client remote agent network method
A method for distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers comprising the steps of receiving the call at a contact center; deriving an array of caller information; transmitting the a...
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| Main Authors | , |
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| Format | Patent |
| Language | English |
| Published |
23.08.2005
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| Online Access | Get full text |
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| Summary: | A method for distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers comprising the steps of receiving the call at a contact center; deriving an array of caller information; transmitting the array of information to a coordination center servicing one or more contact centers; identifying at least one remotely located agent trained to receive said call; directing the call to the agent; tracking the number of calls received by the agent for said contact center and providing payroll services for the contact center; maintaining records of each customer-initiated call and providing the records to the contact center; establishing simultaneous communication between the coordination center, the agent and the contact center; monitoring the communications in the call and providing access to the contact center; and the contact center rendering assistance to the agent. |
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