CALL CENTER ADMINISTRATION MANAGER

摘要

A network-based call center for managing a company's interactions with itscustomers used resources (112, 114) supplied by an application serviceprovider (116). The call center stores sensitive information on a database(166) within the company's private network (110), behind a firewall. When acall center resource (112, 114) or another client or server obtains newsensitive information, the resource (112, 114) writes the information to thedatabase (166) and then erases the information. When a resource (112, 114)needs sensitive information stored on the database (166), the resource (112,114) requests the information from the database (166), uses it, and thenerases the information. The call center further provides a browser-based tool(146), running on the Internet (140), for enabling non-technical personnel ofthe company to provision a call center from the resources (112, 114) of theapplication service provider (116).