Patent ID: 8290139
Filing Date: 2012-10-16
Classification: H04M

Abstract:
1. A method comprising: connecting on a call with a caller; determining if social network information associated with the caller is available, the social network information being information associated with a membership of the caller in a social network; obtaining the social network information associated with the caller if it is determined that the social network information is available; utilizing the social network information to identify at least a first agent suitable for participating on the call with the caller, the at least first agent being associated with a call center, wherein the call center is not associated with the social network, wherein utilizing the social network information to identify the at least first agent suitable for participating on the call with the caller includes utilizing the social network information to determine that the at least first agent is a member of the social network; and providing the caller with information that identifies the at least first agent as being suitable for participating on the call with the caller.