Load balancing and context information sharing across multiple suppliers and / or multiple contact center environments

摘要

Load sharing and context information sharing across multiple suppliers and / or multiple contact center environments. The arrangement of the present invention utilizes a generic client-side API with a series of backend frameworks to facilitate support of different contact center solutions. Thus, a single client-side application can be used to support multiple supplier contact center solutions. In addition, the system allows companies to utilize visual IVR servers. Visual IVR servers work with contact centers that support such visual IVR servers because they are used with contact center solutions that do not provide direct access to IVR scripts. The system also provides intelligent routing to the agent most likely to handle customer calls across multiple supplier solutions or single supplier solutions located in different data centers. In addition, it makes it easy to use agent availability statistics. [Selection] Figure 1