Patent ID: 7746998
Filing Date: 2010-06-29
Classification: G06Q

Abstract:
1. A computer-implemented method for handling contact center requests comprising the steps of: providing a resource management system having a computer for managing workflow in a particular contact center configured to handle requests for a particular enterprise using enterprise resources dedicated to the contact center and provider resources provided by an outsourced provider, wherein the provider resources are used on demand to supplement the enterprise resources when handling workflow, wherein the resource management system is within the contact center, wherein the enterprise resources and the provider resources are associated with different business entities and implemented upon different hardware and software platforms, wherein the enterprise resources and the provider resources are integrated through Services Oriented Architecture (SOA) interfaces; configuring the computer having at least one memory and at least one processor to carry out the steps of: handling the request using the selected resource, wherein the provider resource accesses data from the contact center infrastructure on demand based on the request to handle the request when the selected resource is the provider resource.