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. 03, 2010
Filed:
Dec. 17, 2003
Applicants:
Patrick Hession, Galway, IE;
Tony Mccormack, Galway, IE;
Arik Elberse, Galway, IE;
Inventors:
Assignee:
Avaya, Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); G06F 15/16 (2006.01); G06Q 10/00 (2006.01);
U.S. Cl.
CPC ...
Abstract
One problem faced by contact center providers is how to most effectively balance limited contact center resources against the need to provide good customer service. The present invention addresses this problem by enabling a contact center to use external resources such as freelance contact center agents and media servers. This is achieved in such a way that those external resources are controlled by the contact center and their use is effectively transparent to end users of the contact center.