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Method and equipment for providing services through virtual contact center

A contact center, device technology, applied to the computer field, that can solve the problem of lack of scalability, underutilization, overburdened employees, etc.

Inactive Publication Date: 2008-05-14
INT BUSINESS MASCH CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] A major disadvantage of an enterprise contact center 104 as shown in Figure 1 is the lack of scalability
That is, a business must employ a fixed number of employees, which, depending on incoming call volume, may be overburdened or underutilized

Method used

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  • Method and equipment for providing services through virtual contact center
  • Method and equipment for providing services through virtual contact center
  • Method and equipment for providing services through virtual contact center

Examples

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Embodiment Construction

[0015] Referring now to FIG. 2A , a high-level overview of the architecture of a novel virtual contact center (VCC) 200 is presented. The global agent workforce 202 includes agents who are physically located around the world, do not work at a single enterprise's workplace, and are not limited to serving local incoming clients. Rather, because of their global nature, agents in the global agent workforce 202 can provide clients in foreign countries with specialized services that are advantageous due to a particular agent's expertise, proximity to manufacturing sites, language skills, and the like. As will be described in further detail below, each agent in global agency workforce 202 is an independent contractor. That is, each agent independently contracts its services to VCC 200 . Since VCC 200 provides inbound services for multiple businesses, each agent is able to answer calls for the multiple businesses.

[0016] Access to the global agent workforce 202 is provided via a v...

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PUM

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Abstract

A method, system and computer-readable medium for providing a Virtual Contact Center (VCC) to call-in customers is presented. In a preferred embodiment, the method includes the steps of: screening a plurality of service agents according to agent qualifications needed by a Virtual Contact Center (VCC); developing a network of pre-qualified service agents from the screening step, wherein each pre-qualified service agent is an independent contractor; receiving, at a Virtual Contact Center Portal (VCCP), a request for service call from a customer; and directing the request for service call through the VCCP to one of the pre-qualified service agents according to a nature of the request for service call.

Description

technical field [0001] This invention relates generally to the field of computers, and in particular to the use of computers utilized by call centers. More particularly, the present invention relates to portal systems for use with virtual contact centers. Background technique [0002] A contact center is the central point in an enterprise through which customer contacts are managed. The customer contact is typically a telephone call requesting service, such as technical service support for a product purchased or leased from the business. In a traditional contact center, all telephone calls to the contact center are handled by employees of the business. For example, FIG. 1 shows a contact center customer 102 making a phone call to an enterprise contact center 104 . The telephone call is handled by a call router 106, which may be an operator, or more likely an automation that uses some type of keypad or voice activated menu to direct the call to the appropriate department 1...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M7/00H04M3/42
CPCH04M7/123H04M3/5125H04M7/006H04M3/5233
Inventor N·纳拉延王芳P·杰斯沃
Owner INT BUSINESS MASCH CORP