Patent ID: 8675859
Filing Date: 2014-03-18
Classification: H04M

Abstract:
1. A system for an open contact center comprising: one or more processors; one or more computer memories storing a plurality of contact center components each comprising a set of program instructions, wherein said contact center components conform to open standard, wherein said contact center components when executed by the one or more processors intercommunicate with each other utilizing open standards, said components together forming an open contact center, said open contact center providing automated interactive communications with callers, providing queue management for callers waiting to communicate with live agents, providing skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and providing tooling for provisioning and monitoring the live agents, wherein each of the contact center components are service oriented architecture (SOA) components, wherein the contact center components intercommunicate via an enterprise service bus (ESB), and wherein each of the contact center components execute independent of other ones of the contact center components within a middleware solution having Internet Protocol (IP) Multimedia Subsystem (IMS) capabilities.