Web based agent backed system that provides streaming multimedia support

A method of receiving agent backed web based support by a customer, the method comprising:

• sending a call request from a customer computer to a call center computer via a computer network;
• sending customer information from the customer computer to the call center computer via the computer network;
• receiving a call from an Automatic Response System (ARS) by the customer in response to the call request;
• the customer interacting with the ARS to allow the ARS to screen the call;
• when screening of the call by the ARS does not satisfy the customer, the customer receiving a call from an agent and receiving media content at the customer computer via the computer network;
• and
• when screening the call using the ARS satisfies the customer, terminating the call.

A call center computer that supports agent backed web based support to a customer, the call center computer comprising:

• a processor;
• memory coupled to the processor;
• a user interface coupled to the processor;
• a network interface coupled to the processor that supports data transmission with a coupled computer network;
• and
• the memory storing a plurality of instructions, the plurality of instructions comprising:
• a plurality of instructions that, upon execution by the processor, cause the call center computer to receive a call request from a customer computer via a computer network;
• a plurality of instructions that, upon execution by the processor, cause the call center computer to receive customer information via the computer network;
• a plurality of instructions that, upon execution by the processor, cause the call center computer to, in response to the call request, request that a call be completed between the customer and an agent;
• a plurality of instructions that, upon execution by the processor, cause the call center computer to, based upon the customer information, provide media content to the customer computer via the computer network;
• a plurality of instructions that, upon execution by the processor, cause the call center computer to temporarily complete the call to an Automatic Response System (ARS);
• a plurality of instructions that, upon execution by the processor, cause the call center computer to screen the call using the ARS;
• a plurality of instructions that upon execution by the processor, cause the call center computer to, when screening the call using the ARS does not satisfy the customer, complete the call to the agent;
• and
• a plurality of instructions that, upon execution by the processor, cause the call center computer to, when screening the call using the ARS satisfies the customer, terminate the call.

A customer computer that supports the receipt of agent backed web based support by a customer, the call center computer comprising:

• a processor;
• memory coupled to the processor;
• a user interface coupled to the processor;
• a network interface coupled to the processor that supports data transmission with a coupled computer network;
• and
• the memory storing a plurality of instructions, the plurality of instructions comprising:
• a plurality of instructions that, upon execution by the processor, cause the customer computer to send a call request to a call center computer via a computer network;
• a plurality of instructions that, upon execution by the processor, cause the customer computer to send customer information to the call center computer via the computer network;
• a plurality of instructions that, upon execution by the processor, cause the customer computer to receive a call from an Automatic Response System (ARS);
• a plurality of instructions that upon execution by the processor, cause the customer computer to allow the customer to interact with the ARS to allow the ARS to screen the call;
• a plurality of instructions that, upon execution by the processor, cause the customer computer to, when screening of the call by the ARS does not satisfy the customer, receive a call from an agent and receive media content via the computer network;
• and
• a plurality of instructions that, upon execution by the processor, cause the customer computer to, when screening of the call by the ARS satisfies the customer, terminate the call.

A computer readable medium that stores a plurality of software instructions that, when executed by a call center computer, causes the call center computer to provide agent backed web based support to a customer, the plurality of software instructions comprising:

• a plurality of instructions that, upon execution by the call center computer, cause the call center computer to receive a call request from a customer computer via a computer network;
• a plurality of instructions that, upon execution by the call center computer, cause the call center computer to receive customer information via the computer network;
• a plurality of instructions that, upon execution by the call center computer, cause the call center computer to, in response to the call request, request that a call be completed between the customer and an agent;
• a plurality of instructions that, upon execution by the call center computer, cause the call center computer to, based upon the customer information, provide media content to the customer computer via the computer network;
• a plurality of instructions that, upon execution by the call center computer, cause the call center computer to temporarily complete the call to an Automatic Response System (ARS);
• a plurality of instructions that, upon execution by the call center computer, cause the call center computer to screen the call using the ARS;
• a plurality of instructions that, upon execution by the call center computer, cause the call center computer to, when screening the call using the ARS does not satisfy the customer, complete the call to the agent;
• and
• a plurality of instructions that, upon execution by the call center computer, cause the call center computer to, when screening the call using the ARS satisfies the customer, terminate the call.

A computer readable medium that stores a plurality of software instructions that, when executed by a customer computer, causes the customer computer to receive agent backed web based support, the plurality of software instructions comprising:

• a plurality of instructions that, upon execution by the customer computer, cause the customer computer to send a call request to a call center computer via a computer network;
• a plurality of instructions that, upon execution by the customer computer, cause the customer computer to send customer information to the call center computer via the computer network;
• a plurality of instructions that, upon execution by the customer computer, cause the customer computer to receive a call from an Automatic Response System (ARS);
• a plurality of instructions that, upon execution by the customer computer, cause the customer computer to allow a customer to interact with the ARS to allow the ARS to screen the call;
• a plurality of instructions that, upon execution by the customer computer, cause the customer computer to, when screening of the call by the ARS does not satisfy the customer, receive a call from an agent and receive media content via the computer network;
• and
• a plurality of instructions that, upon execution by the processor, cause the customer computer to, when screening of the call by the ARS satisfies the customer, terminate the call.