Methods and apparatus for implementing a network call center

Details Methods and apparatus for implementing a network call center Methods and apparatus for implementing a network call center

1996-07-09

1998-10-20

Matar, Ahmad F.

Telephonic communications

Centralized switching system

Call distribution to operator

379309, 379207, 379220, H04M 358

Patent

active

058258701

ABSTRACT:
A network call center hosted by a network service provider has equipment and software for providing call center services to customers of the network service provider. In a preferred embodiment internal connection points in a telephony switching apparatus at the network call center are provided and assigned to agents of customer call centers. The connection points are characterized in that a remote agent, dialing one of the connection points, is connected to the network call center until the agent intentionally disconnects. The network center tracks remote agents by the fact of connection, and provides call center services to groups of agents associated with the remote call centers. Different services may be provided to different remote call centers, and the network center tracks activities and bills the local call centers.

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