Abstract:
A system and method for selling, provisioning, transacting, fulfilling, delivering and supporting simple and complex business and technical professional services in an on demand fashion for various service industries based specifically around the life cycle development relative to the specialized industry. The on demand selling, fulfillment and delivery of business and technical professional services is accomplished through a previously unused system which allows services to be administered from a plurality of specialized consultants to end clients via a ‘retail type’ framework which is built upon a converged Internet, call center, telecommunications and ancillary software platform.

Description:
FIELD OF THE INVENTION 
     The present invention is in the field of professional services specifically related to life cycle development relative to specialized industries. The present invention provides a system and method by which professional services (legal, accounting, engineering, etc), but more specifically Information Technology services may be sold by an organization, provisioned, transacted, fulfilled, delivered and supported in an on demand fashion. By way of this invention, Professional Services Organizations (PSOS) will be able to provide access to company services on an as needed just-in-time basis by offering the ability to:
         Sell simple and complex professional services on demand via retail in real time.   Enable clients to procure services (communicate need for services) in real time.   Enable client to purchase simple and complex professional services on demand via retail in real time.   Enable client to transact services (facilitate engagement, collaborate in project scoping process, sign contractual documents and make initial payment for services) in real time.   Enable consultants to provision services (plan for engagement, project or work product, route engagement, project or work product) in real time.   Enable consultants to fulfill (analyze, design, develop, test, train) engagement, project or work products remotely in real time.   Enable clients to collaborate with consultants and track engagement, project or work product progression in real time.   Enable clients to provide quality assurance, acceptance and incremental payments of engagement, project or work product in real time.   Enable consultants to deliver, rollout or place in production engagement, project or work product remotely in real time   Enable clients to receive work products (deliverables) in real time.   Enables consultants to provide ongoing support of engagement, project or work products in real time.       

     All processes as related above are performed via a converged call center, telecommunication, Internet and ancillary technologies platform. 
     SUMMARY OF THE INVENTION 
     To address the foregoing limitations which exist in the prior art, the present invention provides a system and method by which various service industries may sell, procure, transact, provision, fulfill, deliver and support simple and complex professional services in real time. 
     Real time sales and delivery of professional services is accomplished through a previously unused system which enable professional services practitioners to provision, fulfill and deliver professional services remotely and allow clients to minimally communicate need for service, collaborate with consultants, create and sign contract documents, watch as services are being fulfilled, provide project acceptance, pay for services and track project management activities in an automated, systemized and real time fashion. 
     BACKGROUND OF THE INVENTION 
     The essence of professional services consulting is to assist clients with business and/or technology initiatives. Assistance is often provided in the form of advice, meeting or session leadership and participation and through the completion of work products or deliverables that are deemed necessary during the course of the engagement. A consultant&#39;s role is to listen, brainstorm, and help the client think through issues by analyzing problems, offering corrective solutions and completing assigned work. 
     Consulting is available today in many flavors. Services may be brokered by large international blue chip firms, mid market organizations, small business entities and independent consultants. While the size of the professional services firm may vary, sales and delivery methods are normally the same. Sales cycles are often very long, firms are dependent on credit receivables, service prices are typically very expensive and delivery is more than likely non standard, unpredictable and premise based. 
     Today, business is radically different from what existed only a few years ago. Adapting to rapid change is a constant challenge in every organization, market and industry-even more so in the business and technical professional services consulting world. Although spearheading, organizing and facilitating change for many new economy clients-many professional services consulting companies still operate using out dated sales and delivery methods. 
     In order to survive in today&#39;s fast paced ‘on demand’ economy, consulting firms, also known as Professional Services Organizations (PSOs), must transform their businesses from the traditional PSO model to a worldwide services model that delivers strategically streamlined services in a real time, standardized, more cost efficient, and geographically agnostic manner. 
     As adoption of on demand software technology ( Software as a Service ) gains favor within the business and technology community, it simply makes sense for professional services firms to adopt a virtual framework for Just-In-Time (JIT) consulting. To date, a JIT services model within the professional services industry hasn&#39;t existed. The advent of this invention; coupled with call center, telecommunications, Internet and many ancillary next generation technologies, solves this need. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 8  is a high level depiction of an embodiment of the professional services procurement process. A user ( 6 ) may procure professional services in two ways: By calling a PSO&#39;s call center ( 66 ) or by visiting the PSO online ( 46 ). 1) When procuring services by calling a call center ( 66 ), the user ( 6 ) will a) dial a toll free number b) choose a professional services competency and its corresponding service from the IVR/ACD ( 55 ) tree. c) Speak to CSR ( 2 ) to inform of services need. 2) When procuring services online ( 46 ), the user ( 6 ) will a) go the portal ( 46 ) b) Choose a professional services competency and then a corresponding service c) depress a call button ( 3 ) which will connect the user to the PSO&#39;s call center ( 66 ) via a telephonic method ( 3 , 55 ) d) Speak to CSR ( 2 ) to inform of services need. 
         FIG. 9  is a high level depiction of an embodiment of the professional services transaction process. A CSR ( 2 ) will receive or place a call to the user ( 6 ). The CSR ( 2 ) will open or create a new service record ( 14 ). The user ( 6 ) will inform CSR ( 2 ) of need. The CSR ( 2 ) will gather payment data ( 67 , 68 , 54 , 18 , 39 ) from client ( 6 ). The CSR ( 2 ) will process payment ( 54 , 18 , 39 , 19 , 20 , 21 ) if it is a consulting advice ( 1   a ) or meeting contribution ( 1   b ) request. The CSR ( 2 ) will populate service ticket ( 14 ) with detailed client information. 
         FIG. 10  is a high level depiction of an embodiment of the professional services provisioning process. The CSR ( 2 ) will identify service type ( 1   a , 1   b , 1   c , 1   d ) i.e., consulting advice, meeting contribution, deliverable outsourcing support or life cycle professional services and update ticket ( 14 ). The ticket ( 14 ) and client ( 6 ) is auto routed ( 15 , 16 , 17 ) through the system ( 1 ) based on the Consultant  2  Client (C 2 C) load balancing process ( 25 , 26 , 27 , 29 ). C 2 C ( 25 , 26 , 27 , 29 ) encompasses a series of business rules, logistics and routing algorithms to include, but is not limited to, data inputted in the service ticket, consultant availability, consultant work load, consultant skill-sets, time of day, country of origin, language, etc. The ticket ( 14 ) and the client ( 6 ) is routed ( 15 , 16 , 17 ) in real time to a Consultant ( 48 ) or an Engagement Manager ( 28 ). If the client ( 6 ) requires consulting advice ( 1   a ) or meeting contribution ( 1   b ) (see FIG. D for more info). If the client ( 6 ) requires deliverable outsourcing support ( 1   c ) or a service within life cycle professional services ( 1   d ), the EM ( 28 ) and client ( 6 ) interview ( 32 ) begins which leads to the automated scoping process ( 44 , 8 , 9 , 38 , 70 ). The EM ( 28 ) and/or Consultant ( 48 ) and client ( 6 ) will collaboratively scope ( 44 , 8 , 9 , 38 , 70 ) the engagement. This is an iterative automated process ( 44 , 8 , 9 , 38 , 70 ) until acceptance ( 5 , 37 , 61 ) and sign off ( 38 ) can occur. The interview ( 32 ) and scoping process ( 44 , 8 , 9 , 38 , 70 ) may be performed simultaneously via telephone ( 66 , 52 , 53 ) and/or on the portal ( 46 , 51 , 59 ). The Statement of Work ( 38 ), which includes scope ( 38 ) and an incremental acceptance and payment schedule ( 38 ), will eventually be accepted ( 5 , 37 , 61 ) and signed digitally ( 42 , 33 , 7 ) and/or a signed hard copy ( 42 , 33 , 7 ) uploaded via the portal ( 46 , 47 , 31 , 41 ). The EM ( 28 ) and client ( 6 ) will likewise collaborate ( 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 , 31 , 41 , 46 , 47 ) on the contract process ( 5 , 37 , 61 , 38 , 42 , 33 , 7 ). This is an iterative automated process ( 5 , 37 , 61 , 38 , 42 , 33 , 7 , 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 ) until final acceptance ( 5 , 37 , 61 ) and sign off ( 42 , 33 , 7 ) can occur. The entire scoping ( 44 , 8 , 9 , 38 , 70 ), contract ( 42 , 33 , 7 ), acceptance ( 5 , 37 , 61 ) and signoff ( 42 , 33 , 7 ) process may be performed via telephone ( 66 , 52 , 53 ) and/or on the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). Contract ( 42 , 33 , 7 ) will eventually be accepted ( 5 , 37 , 61 ) and signed digitally ( 42 , 33 , 7 ) and/or a signed hard copy ( 42 , 33 , 7 ) uploaded via the portal ( 46 , 47 , 31 , 41 ). Initial payment ( 54 , 18 , 39 , 56 ) for deliverable outsourcing ( 1   c ) or life cycle professional services ( 1   d ) is processed according to an automated Incremental Acceptance and Payment Schedule ( 18 , 19 , 20 , 21 , 39 , 37 , 5 , 61 , 54 ). 
         FIG. 11  is a high level depiction of an embodiment of the professional services fulfillment ( 40 , 50 ) and delivery ( 43 , 58 ) process. The ticket ( 14 ) and the client ( 6 ) is routed ( 15 , 16 , 17 ) in real time to a Consultant ( 48 ). If the client ( 6 ) requires consulting advice ( 1   a ), the consultant ( 48 ) provides advice ( 1   a ) via telephone ( 66 , 52 , 53 ) in real time. If the client ( 6 ) requires the consultant ( 48 ) to facilitate or participate in a meeting ( 1   b ) or a session ( 1   b ) of some type, the consultant ( 48 ) participates in a meeting contribution ( 1   b ) by arranging and scheduling an appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) to participate in the meeting ( 1   b ) or session ( 1   b ) according to the Statement of Work ( 38 ). Meeting contributions ( 1   b ) may be one time or recurring, they may be fulfilled ( 40 , 50 , 51 , 10 , 11 ) on demand or at future date and time. Likewise, meeting contributions ( 1   b ) may be fulfilled ( 40 , 50 , 51 , 10 , 11 ) and delivered ( 43 , 58 , 59 , 12 , 13 ) via telephone conferencing ( 55 ) or by webinar ( 55 ) depending on the Statement of Work ( 38 ). If the client ( 6 ) requires deliverable outsourcing support ( 1   c ) or a service within life cycle professional services ( 1   d ), the consultant ( 48 ) will receive the ticket after the EM ( 28 ) concludes the interviewing ( 32 ), scoping ( 44 , 8 , 9 , 38 , 70 ), and contract ( 42 , 33 , 7 ) process. The consultant ( 48 ) may begin fulfilling ( 40 , 50 , 51 , 10 , 11 ) the engagement according to the Statement of Work ( 38 ). Fulfillment ( 40 , 50 , 51 , 10 , 11 ) and delivery ( 43 , 58 , 59 , 12 , 13 ) of deliverable outsourcing support and life cycle professional services may be fulfilled ( 40 , 50 , 51 , 10 , 11 ) and delivered ( 43 , 58 , 59 , 12 , 13 ) in real time via remote control technologies ( 55 ), web based collaboration and conferencing (webinars) ( 55 ), email ( 55 ), telephonic conferencing ( 55 ) and by any other means by which we may deem appropriate to facilitate real time fulfillment ( 40 , 50 , 51 , 10 , 11 ) and delivery ( 43 , 58 , 59 , 12 , 13 ) in the future. The client ( 6 ) is able to collaborate ( 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 , 31 , 41 , 46 , 47 ) with the consultant ( 28 ), as needed, via telephone ( 66 , 52 , 53 ) and/or via the portal ( 46 , 51 , 59 ). The client ( 6 ) may provide acceptance ( 5 , 37 , 61 ), feedback ( 5 , 37 , 61 ), modification requests ( 5 , 37 , 61 ) and payment ( 54 , 18 , 39 , 56 ) of work as work is modularly completed ( 18 , 19 , 20 , 21 , 39 , 37 , 5 , 61 , 54 ) via the portal ( 46 , 47 , 31 , 41 ). The client ( 6 ) may view outsourced work ( 1   c , 1   d , 51 , 59 ) in real time, via the portal ( 46 ), as it is progressively fulfilled ( 18 , 19 , 20 , 21 , 39 , 37 , 5 , 61 , 54 ). Clients ( 6 ) may track project progress ( 1   c , 1   d ,  51 , 59 , 18 , 19 , 20 , 21 , 39 , 37 , 5 , 61 , 54 ), view project ( 1   a , 1   b , 1   c , 1   d , 38 ,) history and notes, chat ( 55 ) with consultants ( 48 ), view project status ( 1   c , 1   d , 38 ), view project analytics ( 1   a , 1   b , 1   c , 1   d , 38 , 2 , 6 , 28 , 48 ) and more in real time. 
         FIG. 1  is a high level depiction of an embodiment of the professional services system ( 1 ). As shown in  FIG. 1 , a user ( 6 ) may access the system ( 1 ) and its productized services and associated methods and processes ( 1   a ,  1   b ,  1   c ,  1   d ) via contacting a PSO&#39;s call center ( 66 ) or by accessing the PSO&#39;s portal ( 46 ). Customer service representatives ( 2 ), engagement managers ( 28 ), consultant managers ( 28 ), project managers ( 48 ) and other consultants ( 48 ) have direct access to the system ( 1 )( 1   a ,  1   b ,  1   c ,  1   d ). The system includes an embodiment of components ( 14 , 19 , 24 , 27 , 32 , 34 , 38 , 40 , 42 , 43 , 44 , 45 , 46 , 47 , 49 , 50 , 51 , 52 , 53 , 54 , 55 , 56 , 57 , 58 , 59 , 60 , 61 , 62 ,  70 , 71 ) and supporting triggers, routing processes, business rules and algorithms ( 3 , 4 , 5 , 7 , 8 , 9 , 10 , 11 , 12 , 13 , 15 , 16 , 17 , 18 , 20 , 21 , 22 , 23 , 25 , 26 , 29 , 30 , 31 , 33 , 35 , 36 , 37 , 39 , 41 , 63 , 64 ,  65 , 72 , 73 ). 
         FIG. 7  is another representation of  FIG. 1 . 
         FIG. 2  is a depiction of an embodiment of the consulting advice ( 1   a ) or meeting contribution ( 1   b ) services method. As shown in  FIG. 2 , a user ( 6 ) may access the system ( 1 ) to receive real time consulting advice ( 1   a ) and/or meeting contribution ( 1   b ) services. The client ( 6 ) may access the system ( 1 ) via the call center ( 66 ) or via the portal ( 46 ) (see  FIG. 1 , FIG. A for more details). The client ( 6 ) will begin speaking with a CSR ( 2 ) after gaining access via communication gateway ( 3 ), telephony ( 55 ), call center ( 66 ) and ancillary COTS ( 55 ). The CSR ( 2 ) will greet client ( 6 ), begin interview ( 67 ) and account or on demand discovery ( 68 ) processes. The CSR ( 2 ) will create or open existing service record ( 14 ,  55 ) if the system ( 1 ) and its supporting COTS-CTI ( 55 ) fails to make the record ( 14 ) available in an automated manner ( 3 , 4 , 15 , 16 , 17   55 ). The CSR ( 2 ) will determine whether the client ( 6 ) is a prepaid customer (account) or a cash customer ( 18 , 19 , 20 , 21 , 39 , 54 , 33 , 37 , 67 , 68 ). The CSR ( 2 ) will validate consultant ( 48 ) availability ( 25 , 26 , 27 , 29 ) if a specific consultant ( 48 ) is requested. If the consultant ( 48 ) is unavailable, the CSR ( 2 ) will set an appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) for follow-up. If the client ( 6 ) chooses to override appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) and prefers to speak to next available consultant ( 48 ), the system ( 1 ) will utilize its automated routing ( 15 , 16 , 17 ) to locate next available consultant ( 48 ). The service record ( 14 ) and the client ( 6 ) will be routed ( 15 , 16 , 17 ) to a consultant ( 48 ). The consultant ( 48 ) will fulfill ( 40 , 50 , 52 , 10 , 11 ) and deliver ( 43 , 58 , 53 , 12 , 13 ) consulting advice ( 1   a ) in real time via a telephonic fulfillment ( 52 ) and delivery ( 53 ) method. The consultant ( 48 ) will fulfill ( 40 , 50 , 51 , 10 , 11 ) and deliver ( 43 , 58 , 59 , 12 , 13 ) meeting contribution ( 1   b ) services on demand or at a future date and time via telephonic conferencing ( 55 ) and/or via web based collaboration and conferencing ( 55 ). If there is a problem ( 57 , 36 , 39 ) or issue ( 57 , 36 , 39 ) that need resolving, the client ( 6 ) and/or ticket ( 14 ) will be routed to an Engagement Manager ( 28 ) or Consulting Manager ( 28 ) to resolve. 
         FIG. 3  is a depiction of an embodiment of the deliverable outsourcing support ( 1   c ) or life cycle professional services ( 1   d ) method. As shown in  FIG. 3 , a user ( 6 ) may access the system ( 1 ) to receive deliverable outsourcing support ( 1   c ) and/or life cycle professional services ( 1   d ). The client ( 6 ) may access the system ( 1 ) via the call center ( 66 ) or via the portal ( 46 ) (see  FIG. 1 , FIG. A for more details). The client ( 6 ) will begin speaking with a CSR ( 2 ) after gaining access via communication gateway ( 3 ), telephony, call center and ancillary COTS ( 55 ). The CSR ( 2 ) will greet client ( 6 ), begin interview ( 67 ) and account or on demand discovery ( 68 ) processes. The CSR ( 2 ) will create or open existing service record ( 14 ,  55 ) if the system ( 1 ) and its supporting COTS-CTI ( 55 ) fails to make the record ( 14 ) available in an automated manner. The CSR ( 2 ) will determine whether the client ( 6 ) is a prepaid customer (account) or a cash customer ( 18 , 19 , 20 , 21 , 39 , 54 , 33 , 37 , 67 , 68 ). The CSR ( 2 ) will validate engagement manager ( 28 ) availability ( 25 , 26 , 27 , 29 ). If an EM ( 28 ) is unavailable, the CSR ( 2 ) will set an appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) for follow-up. If appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) is not needed, the system ( 1 ) will auto route ( 15 , 16 , 17 ) to locate next available EM ( 28 ). The ticket ( 14 ) and the client ( 6 ) is received in real time by an EM ( 28 ). The EM ( 28 ) and client ( 6 ) interview ( 32 ) begins which leads to the automated scoping process ( 44 , 8 , 9 , 38 , 70 ). The EM ( 28 ) and/or Consultant ( 48 ) and client ( 6 ) will collaboratively scope ( 44 , 8 , 9 , 38 , 70 ) the engagement. This is an iterative automated process ( 44 , 8 , 9 , 38 , 70 ) until acceptance ( 5 , 37 , 61 ) and sign off ( 38 ) can occur. The interview ( 32 ) and scoping process ( 44 , 8 , 9 , 38 , 70 ) may be performed simultaneously via telephone ( 66 , 52 , 53 ) and/or on the portal ( 46 , 51 , 59 ). The Statement of Work ( 38 ), which includes scope ( 38 ) and an incremental acceptance and payment schedule ( 38 ), will eventually be accepted ( 5 , 37 , 61 ) and signed digitally ( 42 , 33 , 7 ) and/or a signed hard copy ( 42 , 33 , 7 ) uploaded via the portal ( 46 , 47 , 31 , 41 ). The EM ( 28 ) and client ( 6 ) will likewise collaborate ( 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 , 31 ,  41 , 46 , 47 ) on the contract process ( 5 , 37 , 61 , 38 , 42 , 33 , 7 ). This is an iterative automated process ( 5 , 37 , 61 , 38 , 42 , 33 , 7 , 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 ) until final acceptance ( 5 , 37 , 61 ) and sign off ( 42 , 33 , 7 ) can occur. The entire scoping ( 44 , 8 , 9 , 38 , 70 ), contract ( 42 , 33 , 7 ), acceptance ( 5 , 37 , 61 ) and signoff ( 42 , 33 , 7 ) process may be performed via telephone ( 66 , 52 , 53 ) and/or on the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). Contract ( 42 , 33 , 7 ) will eventually be accepted ( 5 , 37 , 61 ) and signed digitally ( 42 , 33 , 7 ) and/or a signed hard copy ( 42 , 33 , 7 ) uploaded via the portal ( 46 , 47 , 31 , 41 ). Initial payment ( 54 , 18 , 39 , 56 ) for deliverable outsourcing ( 1   c ) or life cycle professional services ( 1   d ) is processed according to an automated Incremental Acceptance and Payment Schedule ( 18 , 19 , 20 , 21 , 39 , 37 , 5 , 61 , 54 ). 
         FIG. 4  is a depiction of an embodiment of a more detailed view of the fulfillment planning process ( 40 ) pertaining to deliverable outsourcing support ( 1   c ) or the life cycle professional services ( 1   d ) method. As shown in  FIG. 4 , an EM ( 28 ) will begin the fulfillment planning process ( 40 ) by scoping the engagement. The EM ( 28 ) will input client interview ( 32 ) data into the system ( 1 ). The data will be inputted into a scoping engine ( 70 ), contained within the system ( 1 ) which will, according to the interview data ( 32 ) inputted, dynamically return scoping results ( 44 , 8 , 9 , 38 , 70 ) based upon interview ( 32 ) responses. Scoping results ( 44 , 8 , 9 , 38 , 70 ) may minimally include at least man hours, level of effort, size of engagement, delivery duration, human and technical resources needed, deliverables required, ancillary fees, project assumptions, potential risks and cost of engagement. The scoping engine ( 44 , 8 , 9 , 38 , 70 ) will minimally output auto-generated pre-populated project, cost and contract materials ( 38 ). The EM ( 28 ) will modify forms ( 38 ) as needed. To facilitate collaboration ( 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 , 31 , 41 , 46 , 47 ) with the client ( 6 ) to receive scoping acceptance ( 5 , 37 , 61 ), the EM will upload scoping ( 44 , 8 , 9 , 38 , 70 ) forms ( 38 ) to the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). The EM ( 28 ) client ( 6 ) and/or consultant ( 48 ) will modify ( 5 , 37 , 61 ) forms ( 38 ) as needed until acceptance ( 5 , 37 , 61 ) occurs. Once the client ( 6 ) provides acceptance ( 5 , 37 , 61 ), signs ( 42 , 33 , 7 ) all pertinent paperwork ( 38 ) and pays initial fees ( 54 , 18 , 39 , 56 ), the client will gain immediate access to additional portal ( 46 , 51 , 59 , 47 , 31 , 41 ) functionality to include project management tracking ( 71 , 72 , 73 ) which minimally includes project management stats, notes, history, analytics, and reports. The portal ( 46 , 51 , 59 , 47 , 31 , 41 ) also enables the client ( 6 ) to collaborate with EMs ( 28 ) and consultants ( 48 ) via chat or web based conference collaboration ( 55 ) capabilities, view outsourced work products and/or paper deliverables in real time as they are being remotely ( 55 ) fulfilled ( 40 , 50 , 51 , 10 , 11 ) and delivered ( 43 , 58 , 59 , 12 , 13 ). See  FIG. 5  for more information. 
         FIG. 5  is a depiction of an embodiment of a more detailed view of the fulfillment and delivery process ( 50 ) pertaining to deliverable outsourcing support ( 1   c ) or the life cycle professional services ( 1   d ) method. As shown in  FIG. 5 , as the consultant ( 48 ) fulfills outsourced work, the system ( 1 ) enables the consultant ( 48 ) to minimally upload ( 46 , 51 , 59 , 47 , 31 , 41 ) paper documents, notes, and service record ( 14 ) details to the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). This is an iterative and incremental process ( 46 , 51 , 59 , 47 , 31 , 41 ). The consultant ( 48 ) will continue this process according to the Incremental Acceptance and Payment Schedule ( 18 , 19 , 20 , 21 , 39 , 37 , 5 , 61 , 54 ) until full payment ( 54 , 18 , 39 , 56 ), acceptance ( 5 , 37 , 61 ) and fulfillment activities ( 40 , 50 , 51 , 10 , 11 ) conclude. The client ( 6 ) can also use portal ( 46 , 51 , 59 , 47 , 31 , 41 ) functionality to perform project management tracking ( 71 , 72 , 73 ) activities which minimally include viewing project management stats, notes, history, analytics, and reports. The client is also able to chat and or collaborate with consultants ( 48 ) via web based collaboration and conferencing ( 55 ) capabilities. Likewise, the portal ( 46 , 51 , 59 , 47 , 31 , 41 ) enables the consultant ( 48 ) to fulfill ( 40 , 50 , 51 , 10 , 11 ) and deliver ( 43 , 58 , 59 , 12 , 13 ) outsourced work products and paper deliverables remotely ( 55 ) and enables the client ( 6 ) to view outsourced work products and/or paper deliverables in real time as they are being remotely ( 55 ) fulfilled ( 40 , 50 , 51 , 10 , 11 ) and delivered ( 43 , 58 , 59 , 12 , 13 ). Ongoing support of projects will be fulfilled ( 40 , 50 , 51 , 10 , 11 ) and delivered ( 43 , 58 , 59 , 12 , 13 ) in the same manner. 
         FIG. 6  is a depiction of an embodiment of the project closure process ( 62 , 64 , 65 ) pertaining to deliverable outsourcing support ( 1   c ) or life cycle professional services ( 1   d ). As shown in  FIG. 6 , the project closure process ( 62 , 64 , 65 ) consists of the engagement manager ( 28 ) and the consultant ( 28 ) participating in an acceptance ( 5 , 37 , 61 ), and signoff ( 5 , 37 , 61 ) loop where the EM ( 28 ) and the consultant ( 48 ) work in an iterative manner to ensure that all tasks ( 71 , 72 , 73 , 42 , 33 , 7 ) and milestones ( 71 , 72 , 73 , 42 , 33 , 7 ) have been met. The culmination includes satisfying all conditions of the contract ( 42 , 33 , 7 ) and handing over final materials ( 60 , 38 ). Final signoff ( 5 , 37 , 61 ) includes the client ( 6 ), the consultant ( 48 ) and the engagement manager ( 28 ) working collaboratively via the telephone ( 52 ) and the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). 
     
    
    
     DETAILED DESCRIPTION 
     In an embodiment of the present invention, professional services are sold, procured, transacted, provisioned, fulfilled, delivered and supported, in real time, using a novel business method. A model for on demand sales and service delivery capabilities is outlined as follows: 
     A user ( 6 ) may procure professional services in two ways: By calling a call center ( 66 ) or by visiting online ( 46 ).
     1) When procuring services by calling a call center ( 66 ), the user ( 6 ) will a) dial a toll free number b) choose a professional services competency and its corresponding service from the IVR/ACD ( 55 ) tree. c) The client ( 6 ) will then speak to a CSR ( 2 ) to inform of services need.   2) When procuring services online ( 46 ), the user ( 6 ) will a) go the portal ( 46 ) b) choose a professional services competency and then a corresponding service c) depress a call button ( 3 ), which will enable the user to fill out a web based form before telephonically ( 3 , 55 ) connecting the user to the call center ( 66 ) d) The client ( 6 ) will then speak to the CSR ( 2 ) to inform of services need.   

     If the client ( 6 ) requires consulting advice ( 1   a ) or meeting contribution ( 1   b ), the CSR ( 2 ) will greet client ( 6 ), begin interview ( 67 ) and account discovery ( 68 ) process. The CSR ( 2 ) will create or open existing service record ( 14 ,  55 ) if the system ( 1 ) and its supporting COTS-CTI ( 55 ) fails to make the record ( 14 ) available in an automated manner ( 3 , 4 , 15 , 16 , 17   55 ). The CSR ( 2 ) will determine whether the client ( 6 ) is a prepaid customer (account) or a cash customer ( 18 , 19 , 20 , 21 , 39 , 54 , 33 , 37 , 67 , 68 ), authorize credit card or other payment method ( 54 , 18 , 39 , 56 ) and receive deposited payment ( 56 ). The CSR ( 2 ) will validate consultant ( 48 ) availability ( 25 , 26 , 27 , 29 ) if a specific consultant ( 48 ) is requested. If the consultant ( 48 ) is unavailable, the CSR ( 2 ) will set an appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) for follow-up. If the client ( 6 ) chooses to override appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) and prefers to speak to next available consultant ( 48 ), the ticket ( 14 ) and client ( 6 ) is auto routed ( 15 , 16 , 17 ) through the system ( 1 ) based on the Consultant  2  Client (C 2 C) load balancing process ( 25 , 26 , 27 , 29 ). C 2 C ( 25 , 26 , 27 , 29 ) encompasses a series of business rules, logistics and routing algorithms to minimally include service ticket ( 14 ) data, consultant availability, consultant work load, consultant skill-sets, time of day, country of origin, language, etc. The service record ( 14 ) and the client ( 6 ) will be routed ( 15 , 16 , 17 ) to a consultant ( 48 ). The consultant ( 48 ) will fulfill ( 40 , 50 , 52 , 10 , 11 ) and deliver ( 43 , 58 , 53 , 12 , 13 ) consulting advice ( 1   a ) in real time via a telephonic fulfillment ( 52 ) and delivery ( 53 ) method. The consultant ( 48 ) will fulfill ( 40 , 50 , 51 , 10 , 11 ) and deliver ( 43 , 58 , 59 , 12 , 13 ) meeting contribution ( 1   b ) services on demand or at a future date and time via telephonic conferencing ( 55 ) and/or via web based collaboration and conferencing ( 55 ). If there is a problem ( 57 , 36 , 39 ) or issue ( 57 , 36 , 39 ) that need resolving, the client ( 6 ) and/or ticket ( 14 ) will be routed to an Engagement Manager ( 28 ) or Consulting Manager ( 28 ) to resolve. 
     If the client ( 6 ) requires deliverable outsourcing support ( 1   c ) or life cycle professional services ( 1   d ), the CSR ( 2 ) will greet client ( 6 ), begin interview ( 67 ) and account discovery ( 68 ) process. The CSR ( 2 ) will create or open an existing service record ( 14 ,  55 ) if the system ( 1 ) and its supporting COTS-CTI ( 55 ) fails to make the record ( 14 ) available in an automated manner. The CSR ( 2 ) will determine whether the client ( 6 ) is a prepaid customer (account) or a cash customer ( 18 , 19 , 20 , 21 , 39 , 54 , 33 , 37 , 67 , 68 ). The CSR ( 2 ) will validate Engagement Manager ( 28 ) availability ( 25 , 26 , 27 , 29 ). If an EM ( 28 ) is unavailable, the CSR ( 2 ) will set an appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) for follow-up. If appointment ( 22 , 23 , 24 , 25 , 26 , 27 , 29 ) is not needed, the ticket ( 14 ) and client ( 6 ) is auto routed ( 15 , 16 , 17 ) through the system ( 1 ) based on the Consultant  2  Client (C 2 C) load balancing process ( 25 , 26 , 27 , 29 ). C 2 C ( 25 , 26 , 27 , 29 ). The ticket ( 14 ) and the client ( 6 ) is received in real time by an EM ( 28 ) responsible for scoping the engagement and ensuring that all contracts ( 38 ) and waivers ( 38 ) are signed ( 42 , 33 , 7 ). The EM ( 28 ) and client ( 6 ) interview ( 32 ) begins which leads to the automated scoping process ( 44 , 8 , 9 , 38 , 70 ). The EM ( 28 ) will input client interview ( 32 ) data into the system ( 1 ). The data will be inputted into a scoping engine ( 70 ), contained within the system ( 1 ) which will, according to the interview data ( 32 ) inputted, dynamically return scoping results ( 44 , 8 , 9 , 38 , 70 ) based upon interview ( 32 ) responses. Scoping results ( 44 , 8 , 9 , 38 , 70 ) may minimally include at least man hours, level of effort, size of engagement, delivery duration, human and technical resources needed, deliverables required, ancillary fees, project assumptions, potential risks and cost of engagement. The scoping engine ( 44 , 8 , 9 , 38 , 70 ) will minimally output auto-generated pre-populated project, cost and contract materials ( 38 ). The EM ( 28 ) and/or Consultant ( 48 ) and client ( 6 ) will collaboratively scope ( 44 , 8 , 9 , 38 , 70 ) the engagement together. This is an iterative automated process ( 44 , 8 , 9 , 38 , 70 ) until acceptance ( 5 , 37 , 61 ) and sign off ( 38 ) can occur. The interview ( 32 ) and scoping process ( 44 , 8 , 9 , 38 , 70 ) may be performed simultaneously via telephone ( 66 , 52 , 53 ) and on the portal ( 46 , 51 , 59 ,  47 , 31 , 41 ). The Statement of Work ( 38 ), which includes scope ( 38 ) and an incremental acceptance and payment schedule ( 38 ), will eventually be accepted ( 5 , 37 , 61 ) and signed digitally ( 42 , 33 , 7 ) or a signed hard copy ( 42 , 33 , 7 ) uploaded via the portal ( 46 , 47 , 31 , 41 ). The EM ( 28 ) and client ( 6 ) will likewise collaborate ( 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 , 31 ,  41 , 46 , 47 ) on the contract process ( 5 , 37 , 61 , 38 , 42 , 33 , 7 ). This is an iterative automated process ( 5 , 37 , 61 , 38 , 42 , 33 , 7 , 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 ) until final acceptance ( 5 , 37 , 61 ) and sign off ( 42 , 33 , 7 ) can occur. The entire scoping ( 44 , 8 , 9 , 38 , 70 ), contract ( 42 , 33 , 7 ), acceptance ( 5 , 37 , 61 ) and signoff ( 42 , 33 , 7 ) process may be performed via telephone ( 66 , 52 , 53 ) and on the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). Contract ( 42 , 33 , 7 ) will eventually be accepted ( 5 , 37 , 61 ) and signed digitally ( 42 , 33 , 7 ) or a signed hard copy ( 42 , 33 , 7 ) uploaded via the portal ( 46 , 47 , 31 , 41 ). Initial payment ( 54 , 18 , 39 , 56 ) for deliverable outsourcing ( 1   c ) or life cycle professional services ( 1   d ) is processed according to an automated Incremental Acceptance and Payment Schedule ( 18 , 19 , 20 , 21 , 39 , 37 , 5 , 61 , 54 ). The EM ( 28 ) will modify forms ( 38 ) as needed. To facilitate collaboration ( 10 , 11 , 12 , 13 , 50 , 51 , 52 , 53 , 58 , 59 , 31 , 41 , 46 , 47 ) with the client ( 6 ) to receive scoping acceptance ( 5 , 37 , 61 ), the EM will upload scoping ( 44 , 8 , 9 , 38 , 70 ) forms ( 38 ) to the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). The EM ( 28 ) client ( 6 ) and/or consultant ( 48 ) will modify ( 5 , 37 , 61 ) forms ( 38 ) as needed until acceptance ( 5 , 37 , 61 ) and initial payment ( 54 , 18 , 39 , 56 ) occurs. Once the client ( 6 ) provides project initiation acceptance ( 5 , 37 , 61 ), signs ( 42 , 33 , 7 ) all pertinent paperwork ( 38 ) and makes initial payment ( 54 , 18 , 39 , 56 ), the ticket ( 14 ) and client ( 6 ) is auto routed ( 15 , 16 , 17 ) through the system ( 1 ) based on the Consultant  2  Client (C 2 C) load balancing process ( 25 , 26 , 27 , 29 ). The ticket ( 14 ) and the client ( 6 ) is received in real time by a Consultant ( 48 ) responsible for fulfillment and delivery. 
     As the consultant ( 48 ) fulfills ( 40 , 50 , 51 , 10 , 11 ) outsourced work, the system ( 1 ) enables the consultant ( 48 ) to minimally upload ( 46 , 51 , 59 , 47 , 31 , 41 ) paper documents, notes, and service record ( 14 ) details to the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). This is an iterative and incremental process ( 46 , 51 , 59 , 47 , 31 , 41 ). The consultant ( 48 ) will continue this process according to the Incremental Acceptance and Payment Schedule ( 18 , 19 , 20 , 21 , 39 , 37 , 5 , 61 , 54 ) and until full payment ( 54 , 18 , 39 , 56 ), acceptance ( 5 , 37 , 61 ) and fulfillment activities ( 40 , 50 , 51 , 10 , 11 ) conclude. The client ( 6 ) can also use portal ( 46 , 51 , 59 , 47 , 31 , 41 ) functionality to perform project management tracking activities ( 71 , 72 , 73 ) which minimally include viewing real time project management stats, notes, history, analytics, and reports. The client is also able to chat or collaborate with consultants ( 48 ) via web based collaboration and conferencing ( 55 ) capabilities. Likewise, the portal ( 46 , 51 , 59 , 47 , 31 , 41 ) enable the consultant ( 48 ) to fulfill ( 40 , 50 , 51 , 10 , 11 ) and deliver ( 43 , 58 , 59 , 12 , 13 ) outsourced work products and paper deliverables remotely ( 55 ) and enables the client ( 6 ) to view outsourced work products and/or paper deliverables in real time. Ongoing support of projects will be fulfilled ( 40 , 50 , 51 , 10 , 11 ) and delivered ( 43 , 58 , 59 , 12 , 13 ) in the same manner. 
     The system ( 1 ) enables project closure. The project closure process ( 62 , 64 , 65 ) consists of the engagement manager ( 28 ) and the consultant ( 28 ) participating in an acceptance ( 5 , 37 , 61 ), and signoff ( 5 , 37 , 61 ) loop where the EM ( 28 ) and the consultant ( 48 ) work in an iterative manner to ensure that all tasks ( 71 , 72 , 73 , 42 , 33 , 7 ) and milestones ( 71 , 72 , 73 , 42 , 33 , 7 ) have been met. The culmination includes satisfying all conditions of the contract ( 42 , 33 , 7 ) and handing over final materials ( 60 , 38 ). Final signoff ( 5 , 37 , 61 ) include the client ( 6 ), the consultant ( 48 ) and the engagement manager ( 28 ) working collaboratively via telephone ( 52 ) and the portal ( 46 , 51 , 59 , 47 , 31 , 41 ). 
     Some of the commercial off the shelf (COTS)( 55 ) software, tools, technologies and methodologies which may be used in achieving the full functionality of the system include: web conferencing, conference call technologies, webinars, email, document management, digitizing, file transfer protocol, remote control, IVR, ACD, CTI, CRM, ERP, project management, supply chain, logistics, field engineering, financial, e-commerce, billing, provisioning, project management, portal, call center, and SOA (Service Oriented Architecture). Though other technologies, tools, software and methodologies may be used, these are viewed as likely tools used to achieve system ( 1 ) performance. Any of these may be useful in designing the current system ( 1 ) architecture. The current invention shall, where appropriate, call upon the use of any current or future tools, technologies, software, methodologies or capabilities to perform its function. 
     LIST OF REFERENCE MATERIALS 
     
         
         A High Level Procurement Process 
         B High Level Transaction Process 
         C High Level Provisioning Process 
         D High Level Fulfillment &amp; Delivery Process 
         E High Level Portal Design and Project Management Tracking Process 
           1  System 
           1   a  Consulting Advice Component 
           1   b  Meeting Contribution Component 
           1   c  Deliverable Outsourcing Component 
           1   d  Professional Service (Full Life Cycle) Component 
           2  Customer Service Representative (CSR) 
           3  Communication Gateway 
           4  CSR Trigger 
           5  Acceptance Business Rules 
           6  Client (Customer, User) 
           7  Contract Business Rules 
           8  Scoping Triggers 
           9  Scoping Business Rules 
           10  Fulfillment Triggers 
           11  Fulfillment Business Rules 
           12  Delivery Triggers 
           13  Delivery Business Rules 
           14  Ticket 
           15  Routing Triggers 
           16  Automated Routing System 
           17  Routing Business Rules 
           18  Payment Business Rules 
           19  Billing Process 
           20  Billing Business Rules 
           21  Billing Triggers 
           22  Appointment Business Rules 
           23  Appointment Triggers 
           24  Appointment Process 
           25  Load Balancing (C 2 C) Communication Trigger 
           26  Load Balancing Algorithm (C 2 C) 
           27  Load Balancing Process 
           28  Engagement Manager (EM) or Consultant Manager (CM) 
           29  Load Balancing Business Rules 
           30  EM Trigger 
           31  portal Business Rules 
           32  EM Interview 
           33  Contract Trigger 
           34  Life Cycle Professional Services Process 
           35  Consultant Trigger 
           36  Issue Triggers 
           37  Acceptance Triggers 
           38  Electronic Materials 
           39  Payment Triggers 
           40  Fulfillment Planning Process 
           41  Portal Triggers 
           42  Contract Creation Process 
           43  Delivery Planning Process 
           44  Scoping Activities 
           45  Conference Call Delivery 
           46  Portal 
           47  Portal Refreshing Process 
           48  Consultant or Project Manager 
           49  Email Fulfillment 
           50  Fulfillment Activities 
           51  Remote Fulfillment 
           52  Telephone Fulfillment 
           53  Telephone Delivery 
           54  Payment Authorization Activities 
           55  COTS 
           56  Revenue 
           57  Issue Activities 
           58  Delivery Activities 
           59  Remote Delivery 
           60  Email Delivery 
           61  Project Acceptance Activities 
           62  Project Closure Activities 
           63  Acceptance Business Rules 
           64  Closure Triggers 
           65  Closure Business Rules 
           66  Call Center 
           67  CSR Interview 
           68  Account or On Demand Discovery Process 
           69  Issue Business Rules 
           70  Scoping Engine 
           71  Project Management Tracking Activities 
           72  Project Management Business Rules 
           73  Project Management Triggers
 
Terminology Description
 
       
    
     Professional Services: Infrequent, technical, or unique functions performed by independent contractors or consultant whose occupation is the rendering of such services. While not limited to licentiates (individuals holding professional license), the services are considered “professional” and the contract may run to partnership, firms, or corporations as well as to individuals. Examples of professional services contracts include: accountants, appraisers, archaeologists, attorneys, business consultants, architects and engineers, law firms physicians, performing artists, researchers, real estate brokers and technical engineers. The selection of an independent contractor or consultant providing professional services is usually based on skill, knowledge, reputation, and creativity. Price may be a secondary factor in the selection.—Wikipedia 
     Professional Services Organization (PSO): A corporate body specializing in professional services containing one or more independent contractors or consultants. 
     On Demand: The want or desire to possess a good or service, in real time, as need arises. 
     Real Time: A computer term which means ‘occurring immediately’. Just In Time (JIT): An inventory strategy implemented to improve the return on investment of a business by reducing in-process inventory and its associated costs. The process is driven by a series of signals that tell production to make the next part.—Wikipedia 
     Client: A PSO customer. 
     Procure: The ability to communicate need for services. 
     Transact: The ability to facilitate conversation, engagement or initiative; to collaborate in the project scoping process; sign contractual documents and make initial payment for services. 
     Provision: “Provisioning” equates to “Initiation”. To plan for engagement, project or work product; to route engagement, project or work product. 
     Fulfill: The activities performed once an order is received. To analyze, design, develop, test, train engagement, project or work products remotely. The ability to enable clients to receive work products(deliverables) in real time. 
     Deliver: The process of transporting services. The ability to deliver, rollout or place in production engagement, project or work product remotely. 
     Support: Technical support is a range of services providing assistance with computer hardware, software, or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services. The ability to provide ongoing support of engagement, project or work products. 
     Track: The process of event reconstruction. The ability to view detail history, notes, stats, analytics, etc., for engagement project or work product progression. The ability to provide quality assurance, acceptance and incremental payments of engagement, project or work product 
     Information Technology: A broad subject concerned with technology and other aspects of managing and processing information, especially in large organizations. In particular, IT deals with the use of electronic computers and computer software to convert, store, protect, process, transmit, and retrieve information. For that reason, computer professionals are often called IT specialists, and the division of a company or university that deals with software technology is often called the IT department. Other names for the latter are information services (IS) or management information services (MIS), managed service providers (MSP).—Wikipedia 
     Systems Development Life Cycle: or SDLC, is defined by the United States Department Of Justice as a software development process, although it is also a distinct process independent of software or other Information Technology considerations. It is used by a systems analyst to develop an information system, including requirements, validation, training, and user ownership through investigation, analysis, design, implementation and maintenance. SDLC is also known as information systems development or application development. An SDLC should result in a high quality system that meets or exceeds customer expectations, within time and cost estimates, works effectively and efficiently in the current and planned information technology infrastructure, and is cheap to maintain and cost-effective to enhance. SDLC is a systems approach to problem solving and is made up of several phases, each comprised of multiple steps.—Wikipedia 
     Project: A project is a temporary endeavor undertaken to achieve a particular aim and to which project management can be applied, regardless of the project&#39;s size, budget, or timeline.—Project Management Institute 
     Engagement: Project 
     Initiative: Project 
     Project Management: The discipline of defining and achieving targets while optimizing the use of resources (time, money, people, materials, energy, space, etc) over the course of a project.—Wikipedia 
     Competency: Things that a firm can do well and that meet the following three conditions specified by Hamel and Prahalad (1990). 1. It provides customer benefits, 2. It is hard for competitors to imitate, and 3. it can be leveraged widely to many products and market.—Wikipedia 
     Services: Outputs of a competency, services are the non-material equivalent of a good. 
     Productized Services: Services that are transitioned from an intangible good into a tangible ‘service product’ that can be delivered in a predictable, scalable and repeatable way to radically improve operational efficiencies and customer satisfaction. 
     Consulting Advice: A service that enable consultants to render an opinion, a decision or a course of action to problem or an issue. Consulting Advice is a professional services ‘service’ relevant to this invention. 
     Meeting Contribution: A service that enables consultants to facilitate or participate in a meeting or session of some type. Meeting Contribution is a professional services ‘service’ relevant to this invention. 
     Deliverable Outsourcing Support: A service that enables consultants to fulfill and deliver outsourced technical or functional work products or paper deliverables in real time. Deliverable Outsourcing Support a professional services ‘service’ relevant to this invention. 
     Life Cycle Professional Services: A service that enables consultants to fulfill and deliver simple or complex (technical or functional) projects according to the phase associated with the System Development Life Cycle. Life Cycle Professional Services is a professional services ‘service’ relevant to this invention. 
     Remote: A term used as the opposite of local, meaning a resource which can only be accessed via a network.—Wikipedia 
     Remote Fulfillment: The ability to fulfill content over a network. 
     Remote Delivery: The ability to deliver content over a network. 
     Work Products: The output created by a consultant during the course of a project, i.e., development, testing, training, testing, files processes, (manufacturing process. training process, disposal process, etc.). 
     Deliverables: The artifact created by a consultant during the course of a project, i.e., documents, specification, and contracts, etc. 
     Web Conferencing: Used to hold group meetings or live presentations over the Internet. In the early years of the Internet, the terms “web conferencing” and “computer Confrencing” were often used to refer to group discussions conducted within a message board (via posted text messages), but the term has evolved to refer specifically to “live”or “synchronous” meetings, while the posted message variety of discussion is called a “forum”, “message board”, or “bulletin board”. 
     In a web conference, each participant sits at their own computer, and is connected to other participants via the internet. The most basic feature of a web conference is screen sharing, whereby conference participants see whatever is on the presenter&#39;s screen. Usually this is accompanied by voice communication, either through a traditional telephone conference, or through VoIP, although sometimes text chat is used in place of voice.—Wikipedia 
     Call Center: A centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre. 
     A call centre is often operated through an extensive open workspace, with work stations that include a computer, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into centre are linked through a set of new technologies called computer telephony integration (CTI).—Wikipedia 
     Telecommunications: The communication of information over a distance. ).—Wikipedia 
     Telephony: The general use of equipment to provide voice communication over distances. Rapid advancement in digital electronics is revolutionized telephony by providing alternate means of voice communication than that provided by traditional telephone systems. IP telephony is a modern form of telephony which uses the TCP/IP protocol popularized by the internet to transmit digitized voice data.—Wikipedia 
     Ticket: A routable computer record which minimally contains relevant customer, product, service history, partner info, accounts, activities, calendars, notes, etc., data. A ticket is also called service request, issue and task. 
     Portal: A site on the World Wide Web that typically provide personalized capabilities to their visitors. They are designed to use distributed applications, different numbers and types of middleware and hardware to provide services from a number of different sources. In addition, business portals are designed to share collaboration in workplaces. A further business-driven requirement of portals is that the content be able to work on multiple platforms such as personal computers, personal digital assistants (PDAs), and cell phones.—Wikipedia 
     IVR: Interactive Voice Response is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as a “yes”, “no”, or numbers in answer to the voice prompts.—Wikipedia 
     ACD: Automatic Call Distributor is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system.—Wikipedia 
     CTI: Computer Telephony Integration enables computers to know about and control phone functions such as making and receiving voice, fax, and data calls with telephone directory services and caller identification.—Wikipedia 
     COTS: Commercial off-the-shelf is a term for software or hardware products that are ready-made and available for sale to the general public. They are often used as alternatives to in-house developments.—Wikipedia 
     NAICS 541: Professional, Scientific, and Technical Services—Industries in the Professional, Scientific, and Technical Services subsector group establishments engaged in processes where human capital is the major input. These establishments make available the knowledge and skills of their employees, often on an assignment basis, where an individual or team is responsible for the delivery of services to the client. The individual industries of this subsector are defined on the basis of the particular expertise and training of the services provider. The distinguishing feature of the Professional, Scientific, and Technical Services subsector is the fact that most of the industries grouped in it have production processes that are almost wholly dependent on worker skills. In most of these industries, equipment and materials are not of major importance, unlike health care, for example, where “high tech” machines and materials are important collaborating inputs to labor skills in the production of health care. Thus, the establishments classified in this subsector sell expertise. Much of the expertise requires degrees, though not in every case.—US Census Bureau 
     Enterprise Architecture—Enterprise architecture (EA) is a well-defined practice for conducting enterprise analysis, design, planning, and implementation, using a holistic approach at all times, for the successful development and execution of strategy. Enterprise Architecture applies architecture principles and practices to guide organizations through the business, information, process, and technology changes necessary to execute their strategies. These practices utilize the various aspects of an enterprise to identify, motivate, and achieve these changes.—Wikipedia 
     Architectural Framework—The ISO/IEC/IEEE 42010 Conceptual Model of Architecture Description defines the term architecture framework as: “An architecture framework establishes a common practice for creating, interpreting, analyzing and using architecture descriptions within a particular domain of application or stakeholder community. Examples of Architecture Frameworks: MODAF, TOGAF, Kruchten&#39;s 4+1 View Model, RM-ODP.” Especially the domain within a company or other organisation is covered by enterprise architecture frameworks.—Wikipedia 
     Enterprise Architecture Framework—An enterprise architecture framework (EA framework) defines how to create and use an enterprise architecture. An architecture framework provides principles and practices for creating and using the architecture description of a system. It structures architects&#39; thinking by dividing the architecture description into domains, layers or views, and offers models—typically matrices and diagrams—for documenting each view. Enterprise architecture regards the enterprise as a large and complex system or system of systems. To manage the scale and complexity of this system, an architectural framework provides tools and approaches that help architects abstract from the level of detail that builders work at to bring enterprise design tasks into focus and produce valuable architecture description documentation. The components of an architecture framework provide structured guidance that is divided into three main areas:
         Descriptions of architecture: how to document the enterprise as a system from several viewpoints. Each view describes one slice of the architecture; it includes those entities and relationships that address particular concerns of interest to particular stakeholders; it may take the form of a list, a table, a diagram, or a higher level of composite of such.   Methods for designing architecture: processes that architects follow. Usually, an overarching enterprise architecture process, composed of phases, breaks into lower-level processes composed of finer grained activities. A process is defined by its objectives, inputs, phases (steps or activities) and outputs. It may be supported by approaches, techniques, tools, principles, rules, and practices.   Organization of architects: guidance on the team structure, the governance of the team, the skills, experience and training needed.—Wikipedia       

     Service-oriented architecture (SOA)—Service-oriented architecture (SOA) is a software design and software architecture design pattern based on discrete pieces of software providing application functionality as services to other applications. This is known as Service-orientation. It is independent of any vendor, product or technology. A service is a self-contained unit of functionality, such as retrieving an online bank statement. Services can be combined by other software applications to provide the complete functionality of a large software application. SOA makes it easy for computers connected over a network to cooperate. Every computer can run an arbitrary number of services, and each service is built in a way that ensures that the service can exchange information with any other service in the network without human interaction and without the need to make changes to the underlying program itself.—Wikipedia 
     Virtual or Virtualization—Virtual or Virtualization, in computing, refers to the act of creating a virtual (rather than actual) version of something, including but not limited to a virtual computer hardware platform, operating system (OS), storage device, or computer network resources. The term “virtualization” traces its roots to 1960s mainframes, during which it was a method of logically dividing the mainframes&#39; resources for different applications. Since then, the meaning of the term has evolved to the aforementioned.—Wikipedia