Patent ID: 9680996
Date: 2017-06-13
CPC Classifications: H04M

Claim:
1. A method comprising: obtaining a request, the request being obtained by a call center system from a customer during a call from the customer to the call center system; identifying a first set of experts using the call center system, the first set of experts including at least a first expert, the first set of experts being suitable for processing the request, wherein the at least first expert is offline with respect to the call center system, wherein identifying the first set of experts includes identifying a preferred communication modality for the first expert from a plurality of communication modalities; creating an offer task, the offer task being arranged to identify the request and to initiate the scheduling of a callback to address the request; and providing the offer task to the first set of experts using the call center system, wherein providing the offer task to the first set of experts includes providing the offer task to the first expert using the preferred communication modality.