Managing caller profiles across multiple hold queues according to authenticated caller identifiers

A system for controlling distribution of caller profiles, comprising:

• a caller profile server communicatively connected to a network accessible by a plurality of call centers;
• means for receiving a request at said caller profile server for a caller profile according to an authenticated voice identifier of a caller currently on hold within a particular call center from among said plurality of call centers;
• means for locating said caller profile matching said authenticated voice identifier at said caller profile server, wherein said caller profile comprises prior on hold selections by said caller while previously waiting on hold at at least one of said plurality of call centers, wherein said prior on hold selections were transferred to said central server system;
• and
• means for distributing said caller profile to said particular call center according to said authenticated voice identifier, wherein said caller profile is accessible across said plurality of call centers according to said voice identifier for customizing on hold services provided to said caller.

A method for controlling distribution of caller profiles to call centers, comprising:

• receiving a request at a central server system accessible from a telecommunications network for a caller profile according to an authenticated voice identifier of a caller currently on hold within a call center, wherein said request comprises an identifier for said call center;
• determining a subscription status of said call center from among a plurality of call center subscriptions according to said identifier for said call center;
• and
• only distributing a subscribed to portion of said caller profile to said call center according to said subscription status.

A system for controlling distribution of caller profiles to call centers, comprising:

• a caller profile server communicatively connected to a network accessible by a plurality of call centers;
• means for receiving a request at said caller profile server for a caller profile according to an authenticated voice identifier of a caller currently on hold within a call center, wherein said request comprises an identifier for said call center;
• means for determining a subscription status of said call center from among a plurality of call center subscriptions according to said identifier for said call center;
• and
• means for only distributing a subscribed to portion of said caller profile to said call center according to said subscription status.