Romain J Machacek

US Patent:

8146000, Mar 27, 2012

Filed:

Oct 7, 2005

Appl. No.:

11/246906

Inventors:

David Boliek - Carnation WA, US
Bart Dellinger - Bothell WA, US
Romain Machacek - Redmond WA, US
John Cofano - Redmond WA, US

Assignee:

Goodwell Technologies, Inc. - Redmond WA

International Classification:

G06F 3/00
G06Q 10/00

US Classification:

715748, 715753, 715965, 705348, 705 727

Abstract:

The integration of transactional workflows that are distributed across multiple contact centers is described herein. Respective agent interfaces can execute concurrently with applications running at two or more contact centers. These interfaces enable agents at the contact centers to conduct respective interactions with a customer. As the interactions progresses, the agents can enter data related to the interactions via the agent interfaces. The agent interfaces need not be integrated with the applications or the contact center infrastructure, thereby eliminating the expense of performing such integration. Instead, the agents can use both the application and the agent interfaces concurrently while interacting with the customer. Data entered by one agent via the interface can be made available to the other agent, thereby enabling the agents to cooperate with one another, and integrating the respective interactions into a cohesive transactional workflow.