Patent ID: 9443216
Filing Date: 2016-09-13
CPC Classification: G06Q,H04L,H04M

Claim Text:
1. A method comprising: aggregating, via a helpdesk management platform, a plurality of helpdesk networks comprising a plurality of helpdesk service providers serving a plurality of enterprises that provide services, products, and information to a plurality of market sectors, wherein the aggregating includes receiving a service provider registration information and a helpdesk information from each of the plurality of helpdesk service providers; receiving, at the helpdesk management platform, an inquiry for a support service from a customer requesting assistance, the support service being associated with an enterprise of the plurality of enterprises, the inquiry including one or more parameters defining the support service; generating, via at least one processor of the helpdesk management platform, a response to the inquiry based on the one or more parameters, the response indicating a plurality of helpdesks associated with a group of helpdesk service providers serving the enterprise based on a profit sharing policy of the group for sharing profits amongst the plurality of helpdesk service providers; establishing, via the at least one processor, an instant communication session between the customer and one of the plurality of helpdesks; and placing, via the at least one processor, the instant communication session into a queue for an agent, the agent being associated with the one helpdesk.