System and method for contact information integration with search results
AssigneeVirtual Hold Technology Solutions, LLC
InventorMark J. Williams
Life of this patent
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Abstract
A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.
Claims7
A system for contact information integration with a third party Internet search engine search results, comprising:
- a callback cloud comprising a plurality of server computers configured to generate callbacks to the plurality of agents;
- a queue manager, comprising at least a plurality of software programming instructions stored in a memory of, and operating on a processor of, a network-connected computing device configured to connect to and communicate with the callback cloud;
- wherein the callback cloud receives a request for agent availability information from a third party Internet search engine;
- wherein the queue manager monitors agent availability across the plurality of contact centers based at least in part on observed agent activity;
- wherein the queue manager queries at least a first contact center for agent availability and estimated wait time for handling the customer interaction;
- wherein the queue manager provides agent availability information to the callback cloud, and determines an estimated wait time based at least in part on agent availability, and provides the estimated wait time to the callback cloud;
- wherein the callback cloud provides a status update to the third party Internet search engine, the status update being based at least in part on agent availability information received from the queue manager;
- and
- further wherein, when a third party Internet search engine user initiates a callback request from within a search query result, the third party Internet search engine sends a request to the callback cloud and the callback cloud initiates a callback to the party when an agent is available and bridges the callback to the available agent.
A method for contact information integration with search results, comprising at least the steps of:
- monitoring, using a queue manager comprising at least a plurality of software programming instructions stored in a memory of, and operating on a processor of, a network-connected computing device configured to connect to and communicate with a callback cloud, wherein the callback cloud comprises a plurality of server computers configured to generate callbacks to a plurality of agents, agent availability across a plurality of contact centers based at least in part on observed agent activity;
- receiving, at the callback cloud, a request for agent availability information from a third party Internet search engine;
- querying, using a queue manager, at least a first contact center for agent availability and estimated wait time for handling the customer interaction;
- providing, using the queue manager, agent availability information to the callback cloud;
- determining an estimated wait time based at least in part on agent availability;
- providing the estimated wait time to the callback cloud;
- providing a status update to the third party Internet search engine, the status update being based at least in part on agent availability information received from the queue manager;
- and
- when a third party Internet search engine user initiates a callback request from within a third party search query result, sending from the third party Internet search engine a request to the callback cloud and the callback cloud initiates a callback to the party when an agent is available and bridges the callback to the available agent.
Dependencies are inferred from the claim text.