The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 10, 2004
Filed:
Oct. 25, 1999
Applicant:
Inventors:
Jose Villena, Miami, FL (US);
Alex Tellez, Miami, FL (US);
Madhu Mathur, Miami, FL (US);
Jeffrey Stout, Miami, FL (US);
Eyal Ben-Chanoch, Miami, FL (US);
Assignee:
Concerto Software, Inc, Westford, MA (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
H04M 3/00 ;
U.S. Cl.
CPC ...
H04M 3/00 ;
Abstract
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.