Patent ID: 6823384
Filing Date: 2004-11-23
Classification: H04L,H04M

Abstract:
A method of electronically routing a communication event from a customer to a customer service agent and collecting agent inputs in a secure multi-media/multi-tenant environment, the method comprising the steps of:correlating a first telephone number to a first computer memory partition, the first computer memory partition being associated with a first tenant; correlating an e-mail address to a second computer memory partition, the second computer memory partition being associated with a second tenant, the first tenant and the second tenant being distinct business entities; correlating a first customer service agent to the first computer memory partition, and a second customer service agent to the second computer memory partition; receiving the communication event from the customer; transmitting the communication event to the first customer service agent at a second telephone number if the communication event is directed to the first telephone number; receiving first agent inputs from the first customer service agent; and storing the first agent inputs exclusively in the first computer memory partition.