Aspect Software, Incorporated

Concerto Software, Inc

Jeffrey Stout

Eyal Ben-Chanoch

Jose Villena

Madhu Mathur

Alex Tellez

Herrick Gooden

An improved call center architecture includes a switch which communicates with agents either over a broadband network or through a conventional legacy PBX. The hybrid configuration also includes N+1 fault tolerance and the ability to linearly expand the capacity of the system by simply adding new switching chassis.

Non-blocking expandable call center architecture

A blended contact center arrangement is disclosed wherein designated agent terminals may facilitate agent customer interaction with respect to a variety of different contact center applications. The agent terminals are logged on to both inbound and outbound contact center applications, and may switch between the two on a dynamic and flexible basis. Other types of agent customer interaction, such as email, webchat, etc. may be implemented as well.

Blended agent contact center

Growing community of inventors

Miami, FL, United States of America

Jeffrey Stout