Patent ID: 6829350
Filing Date: 2004-12-07
Classification: H04M

Abstract:
A method for operating a global virtual call center, the method comprising:in response to a call from a customer using a communication terminal, establishing a connection between the customer and a call center server and collecting data useable for a local identifying of the communication terminal; storing the collected data; comparing the collected data to respective stored data of a plurality operators logged on for the call center using a search routine including a discrimination system so as to select an operator of the plurality of operators; making the collected data available for transmission to the selected operator; displaying the collected data on a window of a web browser of the selected operator; automatically establishing a virtual connection via a packet-oriented data network to the web browser of the selected operator using a server of the call center; supplementing the collected data displayed on the web browser window of the selected operator based on a conversational dialog between the selected operator and the customer; transmitting the supplemented data to the call center server; and centrally storing the transmitted supplemented data.