Patent ID: 9219819
Filing Date: 2015-12-22
Classification: H04M,H04N

Abstract:
1. A method for load balancing and sharing of context information in an enterprise computer system including a plurality of customer contact centers, comprising: providing a plurality of contact centers, each respectively supported by a contact center server and one or more agent computers, the contact centers arranged to support at least one of voice and video communications between a plurality of live customer agents utilizing the agent computers at the contact centers and a plurality of customers using web client devices; providing a web application server executing a web application configured for conducting a web application communication session during which users of the web client devices submit user data to the web application server while requesting services or information from the web application server; providing a VIVR/context server in communication with the web application server and the contact center servers, the VIVR/context server arranged to use IVR scripts of the plurality of contact center servers to support a visual IVR session during which a web client can engage in a visual presentation to facilitate selection of services or information provided by the plurality of contact centers; receiving during at least one of the web application session and the visual IVR session, a user request for an audio or video communication session with one of said live customer agents; and using context data acquired during at least one of the web application communication session and during the visual IVR session to improve system performance during a continuation of the communication session with a different portion of the enterprise computer system.