Queue management system utilizing virtual service providers

A queue management system for customer service providers comprising:

• a first service provider computing device located in a first service provider facility, wherein the first service provider computing device is associated with a first service provider;
• a second service provider computing device located in a second service provider facility, wherein the second service provider computing device is associated with a second service provider;
• a customer input device configured to prompt a customer to select one or more services from a plurality of services offered and receive a customer service request from the customer;
• a customer communication device located in the first service provider facility, wherein the customer communication device is configured to facilitate communication with the second service provider computing device to facilitate communication between the customer and the second service provider;
• and
• a queue management server comprising:
• a processor, and
• a memory including computer program code configured to cause the processor to:
• receive availability information for the first service provider from the first service provider computing device;
• receive availability information for the second service provider from the second service provider computing device;
• generate a plurality of virtual queues;
• receive a customer service request from the customer input device identifying a type of service requested;
• assign the customer service request to a queue position and to an assigned customer service provider, based at least in part on the availability information associated with the first service provider and the second service provider and the one or more services selected by the customer, wherein the assigned customer service provider is the first service provider or the second service provider;
• and
• notify the customer associated with the customer service request of the assigned customer service provider, wherein the customer is either:
• directed to the first service provider located in the first service provider facility for service of the customer service request when the assigned customer service provider is the first service provider;
• or
• assigned to a customer communication device located in the first service provider facility for service of the customer service request by the second service provider located in the second service provider facility when the assigned customer service provider is the second service provider,
• wherein the computer program code, when executed, is configured to cause the processor to consider a virtual queue for the first service provider as well as a virtual queue for the second service provider when determining which virtual queue that the customer is assigned to.