Provision of contact center services to players of games

Abstract

A mechanism is provided in a networked multiplayer game for use by playable characters. When operated by a player's character, this mechanism causes the game to send a request for contact to an external contact center. The contact request is queued and allocated to an agent, optionally with the assistance of information provided by the game. When a contact center agent answers the contact request, a communications channel is opened from the agent directly into the game where the game system directs the communication to the local environment of the player's character enabling the player to communicate with the agent of a contact center without leaving the game environment. The agent or contact center may additionally have a representation in the game so that the player can interact with the agent or contact center. The agent representation may be a character in the game controlled by an agent who is logged into the game, or by the contact center manipulating a game client or API, or by the game engine itself. A representation of the contact center may be a telephone graphic, portal, door, sign, lever, button or any other manipulable game object, and optionally a multimedia representation of the contact queuing system. Payments can be made to or from the player using in-game currency which is credited or debited to an account held by the contact center.