Patent ID: 7336779
Filing Date: 2008-02-26
Classification: H04M

Abstract:
1. A method of servicing customers' communications in a customer contact center which distributes customers' communications for servicing among resources based on skills needed by the communications and possessed by the resources, comprising: collecting first customer information about a first customer communicating with the contact center; collecting first contact center information about the contact center, the contact center capable of operating in one of a session state in which multi-customer sessions are set up and a non-session state in which multi-customer sessions are not set up, and wherein the session and non-session states are used at different times; and identifying, based on the first customer and contact center information, at least one multi-customer session available and of potential interest to the first customer; presenting the first customer with the opportunity to participate in the at least one multi-customer session; and when the first customer elects to participate in the at least one multi-customer session, connecting the first customer with the at least one multi-customer session.