Patent ID: 8571195
Filing Date: 2013-10-29
Classification: H04M

Abstract:
1. A method to share control of a customer service provided by a contact center, comprising: receiving, from a customer, a customer contact to request the customer service; communicating by use of a communication channel between the customer and the contact center in order to establish the customer service; conducting, by control of an agent of the contact center, the established customer service in an ongoing manner; receiving a join request, from the customer, to join an outside party to the customer service, wherein the outside party is selected by the customer; joining the outside party to the established and ongoing customer service, by customer control of the contact center; receiving, from the customer, a command to temporarily exclude the agent of the contact center from access to the established and ongoing customer service; and after the agent of the contact center has been excluded, receiving from the customer a command to add the agent of the contact center to the established and ongoing customer service.