Patent ID: 7844504
Filing Date: 2010-11-30
Classification: G06Q

Abstract:
1. A method, comprising: (a) providing, by a server, on a first communication channel, and as part of a first contact with a customer, the first contact being a potential sales transaction with the customer, at least one web page to a web browser executing on a computer associated with the customer, wherein the customer selects, for possible purchase, a set of one or more items from the provided at least one web page; (b) receiving, by the server, from the customer, and as part of the same sales transaction, a request for servicing by an agent of a contact center, wherein the servicing is to be effected by a second contact of the contact center with the customer on a second communication channel different from the first communication channel; (c) downloading, by the server and onto the computer executing the customer's web browser, an applet; (d) receiving, by the server and from the applet, an evaluation of at least one item in the set of one or more items to identify at least one of (i) an item value and (ii) item type in the set, wherein step (d) is performed by the applet when the applet is being executed by the customer's computer; and (e) routing, by the server, the request of the customer to a selected agent in the contact center, the selected agent being selected based, at least in part, on the identified at least one of (i) item value and (ii) item type, wherein the set of one or more items is a shopping cart, wish cart, and/or wish list.