Patent ID: 9094516
Filing Date: 2015-07-28
Classification: H04M

Abstract:
1. A system for integration of contact information with search results from a third party Internet search engine, comprising: a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud comprising a plurality of server computers adapted to generate callbacks to the plurality of agents; and a queue manager, comprising at least a software service operating and stored on a network-connected computing device communicatively coupled to the callback cloud; wherein the callback cloud receives a request for agent availability information from the third party Internet search engine to initiate a customer interaction; wherein the queue manager monitors agent availability across the plurality of contact centers based at least in part on observed agent activity; wherein the callback cloud queries a first contact center for agent availability and estimated wait time for handling the customer interaction; wherein the queue manager provides agent availability information to the callback cloud; wherein the callback cloud provides a status update to the third party Internet search engine; wherein, when a user of the third party Internet search engine initiates a callback request from within a search query result from the third party Internet search engine, the third party Internet search engine sends a request to the callback cloud and the callback cloud initiates a callback to the party when an agent is available and bridges the callback to the available agent; and further wherein the third party Internet search engine searches all of the Internet.