Patent ID: 8406155
Filing Date: 2013-03-26
Classification: G06Q,H04L,H04M,H04N,H04Q

Abstract:
1. A system for handling customer service requests in a virtual computing environment supporting multimedia interaction, the system comprising: a contact center manager receiving a customer service request from a client device over a network; a server connected to the contact center manager and establishing an individualized and on-going service request session with the client device over the network, such on-going service request session having a particular address; and a plurality of available resources configured to be connectable with the on-going service request session with the client device at the particular address, wherein the contact center manager is configured to wherein the client device is permitted to remain in connection with the on-going service request session as the certain resources are connected with the on-going service request session, thereby avoiding service interruption, and wherein the server is configured to connect at least one additional client device to the on-going service request session.