Abstract:
Various systems and methods provide techniques for providing a communication center comprising a plurality of representatives, receiving a request for communication from a first party, determining an available representative from the plurality of representatives and a representative available time period for the request for communication, preventing the available representative from communicating with a second party during the representative available time period, providing the first party with communication information, and connecting the first party to the available representative during the representative available time period.

Description:
FIELD OF THE DISCLOSURE 
     Various embodiments of the disclosure pertain to a system and method for providing customer service. 
     BACKGROUND 
     Providing customer service is well-known and readily appreciated by those of skill in the art. In the area of customer service phone calls, a provider may offer a plurality of different products and/or services, and a party or customer may have questions about those products and/or service. For example, the party or customer may want to purchase a product and/or service, and may have questions about those products or services that they want answered before they purchase. In another example, the party and/or customer may have purchased a product and/or service, and may be looking for support from the provider related to those products and/or services. The provider will typically provide the party or customer a way to communicate with the provider to answer any questions and provide any support that the party or customer needs. The providing of such communication raises a number of issues. 
     Conventionally, the provider will provide a phone number for the party or customer to call in order to provide answers to questions or to provide support. Often, this number connects the party or customer to an automated system that is used to determine the correct representative to route the call to. As the provider offers more and more products and/or service across more and more business lines, navigating through these automated systems can become difficult for the party or customer. Furthermore, the party or customer will often want to speak with a human being rather than the automated system. When the party or customer has navigated far enough through the automated system they may be put on hold until the next available representative is available to speak with them, which is often a significant amount of time, resulting in an unsatisfying party or customer experience. Even when the phone number bypasses any automated systems, there is still often a significant wait time for the party or customer to speak with a representative. Also, the party or customer may spend significant time searching for the correct phone number to call to speak with the correct representative, particularly when the provider offers many products and/or services across many business lines. 
     Accordingly, it would be desirable to provide an improved system and method for providing customer service. 
     SUMMARY 
     Various embodiments of the present disclosure are directed to systems and methods for providing customer service. The systems and methods provide techniques for providing a communication center comprising a plurality of representatives, receiving a request for communication from a first party, determining an available representative from the plurality of representatives and a representative available time period for the request for communication, preventing the available representative from communicating with a second party during the representative available time period, providing the first party with communication information, and connecting the first party to the available representative during the representative available time period. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1   a  is a schematic view illustrating an embodiment of a system for providing customer service. 
         FIG. 1   b  is a schematic view illustrating an embodiment of an information handling system used with the system for providing customer service of  FIG. 1   a.    
         FIG. 1   c  is a schematic view illustrating an embodiment of a provider used in the system for providing customer service of  FIG. 1   a.    
         FIG. 2   a  is a flow chart illustrating an embodiment of a portion of a method for providing customer service. 
         FIG. 2   b  is a flow chart illustrating an embodiment of a portion of a method for providing customer service. 
         FIG. 2   c  is a flow chart illustrating an embodiment of a portion of a method for providing customer service. 
         FIG. 2   d  is a screenshot illustrating an embodiment of a webpage used in the method of  FIGS. 2   a,    2   b,    2   c.    
         FIG. 2   e  is a screenshot illustrating an embodiment of a webpage used in the method of  FIGS. 2   a,    2   b,    2   c.    
         FIG. 2   f  is a screenshot illustrating an embodiment of a webpage used in the method of  FIGS. 2   a,    2   b,    2   c.    
         FIG. 2   g  is a screenshot illustrating an embodiment of a webpage used in the method of  FIGS. 2   a,    2   b,    2   c.    
         FIG. 2   h  is a screenshot illustrating an embodiment of a webpage used in the method of  FIGS. 2   a,    2   b,    2   c.    
         FIG. 2   i  is a screenshot illustrating an embodiment of a webpage used in the method of  FIGS. 2   a,    2   b,    2   c.    
         FIG. 2   j  is a screenshot illustrating an embodiment of a webpage used in the method of  FIGS. 2   a,    2   b,    2   c.    
         FIG. 2   k  is a screenshot illustrating an embodiment of a webpage used in the method of  FIGS. 2   a,    2   b,    2   c.    
     
    
    
     DETAILED DESCRIPTION 
     Referring now to  FIG. 1   a , in one embodiment, a system for providing customer service  100  is illustrated. The system  100  includes a computer network  105  such as, for example, a Transport Control Protocol/Internet Protocol (TCP/IP) network (e.g., the internet or an intranet). A provider  110  is operably coupled to the network  105 . A plurality of parties  115 ,  120  and  125  are also operably coupled to the network  105  in order to allow communication between the parties  115 ,  120  and  125  and the provider  110 . In an embodiment, the provider  110  includes a provider of a plurality of products and/or services across a plurality of business lines. In an embodiment, the provider  110  includes a membership organization which provides a plurality of services for its members such as, for example, banking, insurance, financial services, loan providing, and/or a variety of other services known in the art, wherein the members include parties  115 ,  120  and  125 . In an embodiment, the provider  110  includes anyone providing a product and/or service that a party may want information or support on. In an embodiment, the provider  110  is a third party to a party and a provider where the provider provides products and/or services to the party. In an embodiment, the parties  115 ,  120  and  125  may be, for example, a person seeking information about a product and/or service, a person seeking support for a product and/or service, a third party seeking support for a product and/or service used by a party, and/or a variety of other relationships between a party and a product and/or service provider known in the art. 
     Each of the provider  110  and the parties  115 ,  120  and  125  includes a respective network interface for communicating with the network  105  (e.g., outputting information to, and receiving information from, the network  105 ), such as by transferring information (e.g., instructions, data, signals) between such parties and the network  105 . Accordingly, through the network  105 , the provider  110  communicates with the parties  115 ,  120  and  125 , and the parties  115 ,  120  and  125  communicate with the provider  110 . 
     For clarity,  FIG. 1   a  depicts only one provider  110 . However, the system  100  may include a plurality of providers. Likewise, for clarity,  FIG. 1   a  depicts only three parties  115 ,  120  and  125 . However, the system  100  may include a plurality of parties. In the discussion below, the party  115  is a representative one of the parties  115 ,  120  and  125 . 
     Each of the provider  110  and the parties  115 ,  120  and  125  includes a respective information handling system (IHS), a subsystem, or a part of a subsystem for executing processes and performing operations (e.g., processing or communicating information) in response thereto, as discussed further below. Each such IHS is formed by various electronic circuitry components. Moreover, as illustrated in  FIG. 1   a , all such IHSs are coupled to each other. Accordingly, the provider  110  and the parties  115 ,  120  and  125  operate within the network  105 . 
     An IHS is an electronic device capable of processing, executing or otherwise handling information. Examples of an IHS include a server computer, a personal computer (e.g., a desktop computer or a portable computer such as, for example, a laptop computer), or a handheld computer. Examples of an IHS also include a router, a switch and other devices coupled to a network (e.g., the network  105 ). 
     Referring now to  FIG. 1   b , an IHS  130  which is representative of one of the IHSs described above, is illustrated. The IHS  130  may include any or all of the following: (a) a processor  130   a  for executing and otherwise processing instructions, (b) a plurality of input devices  130   b , which are operably coupled to the processor  130   a , for inputting information, (c) a display device  130   c  (e.g., a conventional electronic cathode ray tub (CRT) device or a conventional liquid crystal display (LCD)), which is operably coupled to the processor  130   a , for displaying information, (d) a print device  130   d  (e.g. a conventional electronic printer or plotter), which is operably coupled to the processor  130   a , for printing visual images (e.g., textual or graphic information on paper), scanning visual images, and/or faxing visual images, (e) a computer-readable medium  130   e , which is operably coupled to the processor  130   a , for storing information, as discussed further below, and (f) various other electronic circuitry for performing other operations of the IHS  130  known in the art. 
     For example, the IHS  130  includes (a) a network interface (e.g., circuitry) for communicating between the processor  130   a  and the network  105  and (b) a memory device (e.g., random access memory (RAM) device or read only memory (ROM) device for storing information (e.g., instructions executed by processor  130   a  and data operated upon by processor  130   a  in response to such instructions)). Accordingly the processor  130   a  is operably coupled to the network  105 , the input devices  130   b , the display device  130   c , the print device  130   d , and the computer-readable medium  130   e , as illustrated in  FIG. 1   b.    
     For example, in response to signals from the processor  130   a , the display device  130   c  displays visual images. Information may be input to the processor  130   a  from the input devices  130   b , and the processor  130   a  may receive such information from the input devices  130   b . Also, in response to signals from the processor  130   a , the print device  130   d  may print visual images on paper, scan visual images, and/or fax visual images. 
     The input devices include a variety of input devices known in the art such as, for example, a conventional electronic keyboard and a pointing device such as, for example, a conventional electronic “mouse”, rollerball, or light pen. The keyboard may be operated to input alphanumeric text information to the processor  130   a , and the processor  130   a  may receive such alphanumeric text information from the keyboard. The pointing device may be operated to input cursor-control information to the processor  130   a , and the processor  130   a  may receive such cursor control information from the pointing device. 
     The computer-readable medium  130   e  and the processor  130   a  are structurally and functionally interrelated with one another as described below in further detail. Each IHS of the illustrative embodiment is structurally and functionally interrelated with a respective computer-readable medium, similar to the manner in which the processor  130   a  is structurally and functionally interrelated with the computer-readable medium  130   e . In that regard, the computer-readable medium  130   e  is a representative one of such computer-readable media including, for example, but not limited to, a hard disk drive. 
     The computer-readable medium  130   e  stores (e.g., encodes, records, or embodies) functional descriptive material (e.g., including but not limited to software (also referred to as computer programs or applications) or data structures). Such functional descriptive material imparts functionality when encoded on the computer-readable medium  130   e . Also, such functional descriptive material is structurally and functionally interrelated to the computer-readable medium  130   e.    
     With such functional descriptive material, data structures define structural and functional interrelationships between such data structures and the computer-readable medium  130   e  (and other aspects of the system  100 ). Such interrelationships permit the data structures&#39; functionality to be realized. Also, within such functional descriptive material, computer programs define structural and functional interrelationships between such computer programs and the computer-readable medium  130   e  (and other aspects of the system  100 ). Such interrelationships permit the computer programs&#39; functionality to be realized. 
     For example, the processor  130   a  reads (e.g., accesses or copies) such functional descriptive material from the computer-readable medium  130   e  onto the memory device of the IHS  130 , and the IHS  130  (more particularly, the processor  130   a ) performs its operations (as described elsewhere herein) in response to such material which is stored in the memory device of the IHS  130 . More particularly, the processor  130   a  performs the operation of processing a computer application (that is stored, encoded, recorded, or embodied on a computer-readable medium) for causing the processor  130   a  to perform additional operations (as described elsewhere herein). Accordingly, such functional descriptive material exhibits a functional interrelationship with the way in which processor  130   a  executes its processes and performs its operations. 
     Further, the computer-readable medium  130   e  is an apparatus from which the computer application is accessible by the processor  130   a , and the computer application is processable by the processor  130   a  for causing the processor  130   a  to perform such additional operations. In addition to reading such functional descriptive material from the computer-readable medium  130   e , the processor  130   a  is capable of reading such functional descriptive material from (or through) the network  105  which is also a computer-readable medium (or apparatus). Moreover, the memory device of the IHS  130  is itself a computer-readable medium (or apparatus). 
     Referring now to  FIGS. 1   a ,  1   b  and  1   c , the provider  110  is illustrated in more detail. A communication engine  110   a  which may be, for example, software stored on the computer-readable medium  130   e  in the IHS  130 , is included in the provider  110  and is operably coupled to the network  105 , described above with reference to  FIG. 1   a , and to a party database  110   b . A routing engine  110   c  which may be, for example, software stored on the computer-readable medium  130   e  in the IHS  130  or a representative of the provider  110 , is included in the provider  110  and is operably coupled to the communication engine  110   a , the network  105 , described above with reference to  FIG. 1   a , and to a representative database  110   d . A scheduling engine  110   e  which may be, for example, software stored on the computer-readable medium  130   e  in the IHS  130  or a representative of the provider  110 , is included in the provider  110  and is operably coupled to the communication engine  110   a , the network  105 , described above with reference to  FIG. 1   a , to the routing engine  110   c , and to a scheduling database  110   f . In an embodiment, the party database  110   b , the representative database  110   d , and the scheduling database  110   f  are conventional databases known in the art. In an embodiment, the party database  110   b , the representative database  110   d , and the scheduling database  110   f  may be located outside the provider  110  and still operably coupled to the provider  110 , to the communication engine  110   a , to the routing engine  110   c , and to the scheduling engine  110   e  through, for example, the network  105 , described above with reference to  FIG. 1   a . In an embodiment, the party database  110   b , the representative database  110   d , and the scheduling database  110   f  include a plurality of databases. In an embodiment, the provider  110  is a membership organization and the party database  110   b  includes a variety of previously collected information on members of the membership organization. In an embodiment, the party database  110   b , the representative database  110   d , and the scheduling database  110   f  are publicly available databases. In an embodiment, the party database  110   b , the representative database  110   d , and the scheduling database  110   f  are private databases which are available to be accessed by the provider  110 . 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a  and  2   d , a method  200  for providing customer service is illustrated. In the illustrated embodiments below, the system and method are described with reference to using a website communication to set up a phone communication with the provider  110 . However, the system and method are not so limited and a variety of different communication methods known in the art are envisioned to be utilized to practice the method  200 . Where appropriate, examples of alternative communication methods will be described. However, these examples are also not meant to be limiting, as one of skill in the art will recognize the many communication methods that fall into the scope of the present disclosure. The method  200  begins at step  202  where the party  115  desires more information from the provider  110 . An information webpage  202   a  is provided by the provider  110  and includes a plurality of products and/or services listings such as, for example, a banking product and/or service  202   aa , an insurance product and/or service  202   ab , an investment product and/or service  202   ac , a financial planning product and/or service  202   ad , and a technical support product and/or service  202   ae . The products and/or services illustrated are merely examples as the information website  202   a  is capable of including any product and/or service offered by any product and/or service provider. The banking product and/or service  202   aa  includes a contact number  202   aaa  and a call schedule link  202   aab . The insurance product and/or service  202   ab  includes a contact number  202   aba  and a call schedule link  202   abb . The investment product and/or service  202   ac  includes a contact number  202   aca  and a call schedule link  202   acb . The financial planning product and/or service  202   ad  includes a contact number  202   ada  and a call schedule link  202   adb . The technical support product and/or service  202   ae  includes a contact number  202   aea  and a call schedule link  202   aeb . In an embodiment, the party  115  may access the information website  202   a  when the party desires more information about a product and/or service offered by the provider. In an embodiment, the party  115  may access the information website  202   a  when the party has purchased a product and/or service offered by the provider and would like information related to, for example, support for the product and/or service. In an embodiment, the party  115  may provide party verification information to the provider  110  in order to access the information website  202   a , and the communication engine  110   a  may take the verification information and check it against information in the party database  110   b  that has been previously collected on the party  115  to verify the identity of the party  115 . In an embodiment, the provider  110  is a membership organization, the party  115  is a member of the membership organization, the information webpage  202   a  is part of a website offered by the membership organization, and party verification information includes a member name and a password that have been assigned to the party  115 . In an alternative embodiment, the information webpage  202   a  may be replaced or supplemented by a product and/or services catalogue, a billboard, a television advertisement, a radio advertisement, and/or any other product and/or services advertising means known in the art, and the call schedule links  202   aab ,  202   abb ,  202   acb ,  202   adb  or  202   aeb  may include short message service (SMS) numbers, webpage addresses, email addresses, phone numbers, and/or a variety of other contact means known in the art. 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a ,  2   d  and  2   e , the method  200  then proceeds to step  204  where the party  115  requests to communicate with the provider  110 . The party  115  may select any of the call schedule links  202   aab ,  202   abb ,  202   acb ,  202   adb  or  202   aeb  for the banking product and/or service  202   aa , the insurance product and/or service  202   ab , the investment product and/or service  202   ac , the financial planning product and/or service  202   ad , or the technical support product and/or service  202   ae , respectively, if the party  115  would like more information on or support for that product and/or service. Upon selection of any of the call schedule links  202   aab ,  202   abb ,  202   acb ,  202   adb  or  202   aeb , the communication engine  110   a  saves a routing indicator in the party database  110   b , the routing indicator including, for example, a product and/or service that the call schedule link is associated with (e.g. the call schedule link  202   aab  being associated with the banking product and/or service  202   aa ), information on the webpage that the call schedule link was selected from, and/or a variety of other information that can indicate what kind of information the party  115  may be looking for. In an embodiment, when the party  115  selects of one of the call schedule links  202   aab ,  202   abb ,  202   acb ,  202   adb  or  202   aeb , the communication engine  110   a  will present the party  115  with a classification webpage  204   a . The classification webpage  204   a  includes a classification prompt  204   aa  and a plurality of classification fields  204   ab ,  204   ac  and  204   ad . In an embodiment, the classification fields  204   ab ,  204   ac  and  204   ad  are drop down menus that are linked such that the choice made by the party  115  for the classification field  204   ab  determines the available choices for the classification field  204   ac , and the choice made by the party  115  for the classification field  204   ac  determines the available choices for the classification field  204   ad . The party  115  then enters information in the classification fields  204   ab ,  204   ac  and  204   ad  that corresponds to the subject matter of the communication that the party  115  wishes to have with the provider  110 . The party  115  then selects a submit button  204   ae  to send the information in the classification fields  204   ab ,  204   ac  and  204   ad  to the provider  110 . In an embodiment, the classification webpage  204   a  may be omitted from the method  200 . In an alternative embodiment, the request from the party  115  to communicate with the provider  110  may originate from the party  115  through, for example, a SMS such as a text message to a number included on, for example, a television advertisement, a billboard advertisement, a radio advertisement and/or a variety of other advertisement media known in the art. 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a ,  2   d  and  2   e , the method  200  then proceeds to step  206  where it is determined whether a representative is available. In an embodiment, the provider  115  provides a communication center that includes a plurality of representatives for responding to requests for communications from the plurality of parties  115 ,  120  and  125 . In an embodiment, the representative is a representative of the provider  110 . In an embodiment, the provider  110  is a third party to a party  115  and a products and services provider and the representative may be a representative of the third party provider or a representative of the products and services provider. Upon selection of the submit button  204   ae  in step  204  of the method  200 , the communication engine  110   a  sends the routing indicator saved in the party database  110   b  in step  204  of the method  200 , the information in the classification fields  204   ab ,  204   ac , and  204   ad  submitted in step  204  of the method  200 , and any information from the party database  110   b  retrieved after the verification of the party  115  in step  202  of the method  200 , to the routing engine  110   c . The routing engine  110   c  takes that information and checks the representative database  110   d  to determine which representatives in the communication center are available and qualified to deal with that request for communication including the particular routing indicator and classifications. If the routing engine  110   c  determines there is a representative available, the method  200  proceeds to step  208  where the available representative is prevented from receiving inbound calls. The scheduling engine  110   e  receives the identity of the available representative from the routing engine  110   c  and enters that available representative in the scheduling database  110   f , which results in the available representative not being able to receive any inbound calls, e.g. any calls to a phone line of the available representative that is dedicated to responding to requests for communication from parties. 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a  and  2   f , the method  200  then proceeds to step  210  where the party  115  is provided with inbound call information. The routing engine  110   c  sends the name and phone number of the available representative to the communication engine  110   a  and the scheduling engine  110   e  sends a time period and a party identifier to the communication engine  110   a  and the communication engine presents the party  115  with a present inbound call webpage  210   a . The present inbound call webpage  210   a  is presented to the party  115  when a representative is available either immediately or shortly after the party  115  either selects one of the call schedule links  202   aab ,  202   abb ,  202   acb ,  202   adb  or  202   aeb  in step  204  of the method  200  (if there is no classification webpage  204   a  used in the method  200 ) or after the party  115  selects the submit button  204   ae  on the classification webpage  204   a  in step  204  of the method  200 . The present inbound call webpage  210   a  includes a representative name  210   aa  which may be, for example, the name of the available representative determined at decision block  206  of the method  200 . The present inbound call webpage  210   a  also includes a representative phone number  210   ab  which may be, for example, the number to the phone line of the available representative that is dedicated to responding to requests for communication from parties. The present inbound call webpage  210   a  also includes a call time period  210   ac  which may be, for example, a time period in which the party  115  is to call the representative phone number  210   ab  to speak with the available representative. In an embodiment, the call time period  210   ac  includes a countdown timer that signifies how much longer the scheduling engine  110   e  will prevent the available representative from being able to receive any inbound calls. The present inbound call webpage  210   a  also includes a party identifier  210   ad  which may be, for example, a multiple character identification string that will allow the communication engine  110   a  and the routing engine  110   c  to connect the party  115  to the available representative if the party  115  calls the representative phone number  210   ab  within the call time period  210   ac . In an embodiment, if the call time period  210   ac  has not expired, the party identifier  210   ad  is stored in a current queue in the scheduling database  110   f . In an embodiment, if the call time period  210   ac  has expired, the party identifier  210   ad  is stored in an expired queue for a predetermined amount of time, and after the predetermined amount of time, the party identifier  210   ad  is erased from the scheduling database  110   f . The present inbound call webpage  210   a  also includes a cancel call button  210   ae  which may be, for example, a graphical user interface (GUI) that the party  115  may select if they decide that they no longer with to communicate with the provider  110 . In an embodiment, if the party  115  selects the cancel call button  210   ae , the scheduling engine  110   e  allows the available representative to receive inbound calls, e.g. any calls to a phone line of the available representative that is dedicated to responding to requests for communication from parties. In an alternative embodiment, the information on the present inbound call webpage  210   a  may be presented to the party  115  through a SMS or text message, through an email, or through a variety of other alternative communications known in the art. 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a ,  2   f  and  2   g , the method  200  then proceeds to step  212  where the party  115  makes an inbound call and provides the party identifier  210   ad . The party  115  may use the representative phone number  210   ab  to call the available representative using a phone communication. Use of the representative phone number  210   ab  connects the party  115  to the communication engine  110   a , and the communication engine  110   a  requests a party identifier from the party  115 . The party  115  then provides the party identifier  210   ad  received in step  210  of the method  200  to the communication engine  110   a . The method  220  then proceeds to decision block  214  where it is determined whether the party identifier is in a current queue. The scheduling engine  110   e  receives the party identifier  210   ad  from the communication engine  110   a  and checks the scheduling database  110   f  to determine whether the party identifier  210   ad  presented to the party  115  in step  210  of the method  200  is in the current queue. In an embodiment, the party identifier  210   ad  is in the current queue if the call time period  210   ac  has not expired. If the party identifier  210   ad  is in the current queue, the method  200  proceeds to step  216  where the party  115  is connected to the available representative. The communication engine  110   a  connects the party  115  to the available representative and provides a connected webpage  216   a . The connected webpage  216   a  includes a thank you  216   aa  and a new call scheduler  216   ab . The party  115  is now connected to the available representative and may communicate with that representative to ask questions about a product and/or service provided by the provider  110  or receive support for a product and/or service provided by the provider  110 . In an embodiment, the party  115  may select the new call scheduler  216   ab  if the party  115  determines that they have another question about a product and/or service or desire support on an existing product and/or service. The method  200  will then return to step  204 . 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a ,  2   c  and  2   g , if at decision block  214  of the method  200  it is determined that the party identifier  210   ad  is not in the current queue, the method  200  proceeds to decision block  218  where it is determined whether the party identifier is in the expired queue. The scheduling engine  110   e  receives the party identifier  210   ad  from the communication engine  110   a  and checks the scheduling database  110   f  to determine whether the party identifier  210   ad  presented to the party  115  in step  210  of the method  200  is in the expired queue. In an embodiment, the party identifier  210   ad  is in the expired queue if the call time period  210   ac  has expired. If the party identifier  210   ad  is not in an expired queue, the method  200  proceeds to step  220  of the method  200  where the party  115  is placed in a next available representative queue. The party  115  then waits until the next available representative of the provider  110  is available to deal with the request for communication from the party  115 . In an embodiment, the next available representative queue may be a queue where provider stores any party that calls the provider  110  but has not previously scheduled a call to the provider  110 , or a party whose call time period has been expired for a predetermined amount of time such as, for example, 24 hours. If at decision block  218  it is determined that the party identifier  210   ad  is in the expired queue, the method  200  proceeds to decision block  222  where it is determined whether the available representative determined at decision block  206  of the method  200  is available. If that available representative is still available, the method  200  proceeds to step  224  where the party  115  is connected to the available representative. The communication engine  110   a  connects the party  115  to the available representative and provides a connected webpage  216   a . The connected webpage  216   a  includes a thank you  216   aa  and a new call scheduler  216   ab . The party  115  is now connected to the available representative and may communicate with that representative to ask questions about a product and/or service provided by the provider  110  or receive support for a product and/or service provided by the provider  110 . In an embodiment, the party  115  may select the new call scheduler  216   ab  if the party  115  determines that they have another question about a product and/or service or desire support on an existing product and/or service. The method  200  will then return to step  204 . If at decision block  222  it is determined that the available representative determined at decision block  206  of the method  200  is not available, the method  200  proceeds to step  226  where the party  115  is placed in a next available representative queue. The party  115  then waits until the next available representative of the provider  110  is available to deal with the request for communication from the party  115 . In an embodiment, the next available representative queue is a queue where provider stores any party that calls the provider  110  but has not previously scheduled a call to the provider  110  or a party whose call time period has been expired for a predetermined amount of time such as, for example, 24 hours. 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a ,  2   b  and  2   h , if at decision block  206  of the method  200  it is determined that the a representative is not available, the method  200  proceeds to decision block  228  where it is determined whether the party  115  would like to schedule a later call. If at decision block  228  it is determined that the party  115  does not want to schedule a later call, the method proceeds to step  230  where the method  200  ends. If at decision block  228  it is determined that the party  115  would like to schedule a later call, the communication engine  110   a  presents the party  115  with a schedule later call webpage  228   a . The schedule later call webpage  228   a  includes a party call button  228   aa  and a provider call button  228   ab . The party call button  228   aa  is operable to indicate that the party  115  would like to call the representative of the provider  110 . The provider call button  228   ab  is operable to indicate that the party  115  would like the representative of the provider  110  to call the party  115 . 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a ,  2   b ,  2   h ,  2   i  and  2   j , the method  200  proceeds to decision block  232  where it is determined whether the party  115  wants to call a representative of the provider  110 . The party  115  may select the party call button  228   ab  on the schedule call later webpage  228   a  to indicate that the party  115  wants to call a representative of the provider  110 , and the method  200  then proceeds to step  234  where the party  115  is provided with later call information. In an embodiment, the routing engine  110   c  sends the name and phone number of an available representative to the communication engine  110   a  and the scheduling engine  110   e  sends a time period and a party identifier to the communication engine  110   a  and the communication engine  110   a  presents the party  115  with a later call webpage  234   a  that includes a representative name  234   aa  which may be, for example, the name of the available representative. The later call webpage  234   a  also includes a representative phone number  234   ab  which may be, for example, the number to the phone line of the available representative that is dedicated to responding to requests for communication from parties. The later call webpage  234   a  also includes a call time period field  234   ac  that is a future time period relative to the time that the party  115  selected the party call button  228   ab  on the schedule call later webpage  228   a . The later call webpage  234   a  also includes a party identifier  234   ad  which may be, for example, a multiple character identification string that will allow the communication engine  110   a  and the routing engine  110   c  to connect the party  115  to the available representative if the party  115  calls the representative phone number  234   ab  within the call time period  234   ac . In an embodiment, if the call time period  210   ac  has not expired, the party identifier  210   ad  is stored in a current queue in the scheduling database  110   f . In an embodiment, if the call time period  210   ac  has expired, the party identifier  210   ad  is stored in an expired queue for a predetermined amount of time, and after the predetermined amount of time, the party identifier  210   ad  is erased from the scheduling database  110   f . The method  200  then proceeds to step  236  where the party  115  is connected to the representative. During the call time period  234   ac , the available representative is prevented from receiving inbound calls by the scheduling engine  110   e , similar to step  208  of the method  200 . The scheduling engine  110   e  receives the identity of the available representative from the routing engine  110   c  based on the call time period  234   ac  and enters that available representative in the scheduling database  110   f , which results in the available representative not being able to receive any inbound calls during the call time period  234   ac , e.g. any calls to a phone line of the available representative that is dedicated to responding to requests for communication from parties. The method  200  then proceeds to step  212  and follows the method  200  as described above. 
     In an alternative embodiment, the party  115  may select the party call button  228   ab  on the schedule call later webpage  228   a  to indicate that the party  115  wants to call a representative of the provider  110 , and the method  200  then proceeds to step  234  where the party  115  is provided with later call information. The communication engine presents the party  115  with a later call webpage  234   b  that includes a call time period field  234   ba . The party  115  enters a time period in the call time period field  234   ba  which the party  115  would like to call a representative of the provider  110 . The scheduling engine  110   e  receives the time period provided by the party  115  in the call time period field  234   ba  and sends that time period to the scheduling engine  110   e  and the routing engine  110   c . The routing engine  110   c  sends the name and phone number of an available representative to the communication engine  110   a  and the scheduling engine  110   e  sends a party identifier to the communication engine  110   a  and the communication engine presents the party  115  with a representative name  234   bb  which may be, for example, the name of the available representative, a representative phone number  234   bc  which may be, for example, the number to the phone line of the available representative that is dedicated to responding to requests for communication from parties, and a party identifier  234   bd  which may be, for example, a multiple character identification string that will allow the communication engine  110   a  and the routing engine  110   c  to connect the party  115  to the available representative if the party  115  calls the representative phone number  234   bc  within the call time period  234   ba . In an embodiment, if the call time period  210   ba  has not expired, the party identifier  210   bd  is stored in a current queue in the scheduling database  110   f . In an embodiment, if the call time period  210   ba  has expired, the party identifier  210   bd  is stored in an expired queue for a predetermined amount of time, and after the predetermined amount of time, the party identifier  210   bd  is erased from the scheduling database  110   f . The method  200  then proceeds to step  236  where the party  115  is connected to the representative. During the call time period  234   ba , the available representative is prevented from receiving inbound calls by the scheduling engine  110   e , similar to step  208  of the method  200 . The scheduling engine  110   e  receives the identity of the available representative from the routing engine  110   c  based on the call time period  234   ba  and enters that available representative in the scheduling database  110   f , which results in the available representative not being able to receive any inbound calls during the call time period  234   ba , e.g. any calls to a phone line of the available representative that is dedicated to responding to requests for communication from parties. The party  115  may then wait until the call time period  234   ba  to attempt to contact the representative. The method  200  then proceeds to step  212  and follows the method  200  as described above. 
     Referring now to  FIGS. 1   a ,  1   b ,  1   c ,  2   a ,  2   b ,  2   h  and  2   k , if at decision block  232  it is determined that the party  115  does not want to call a representative of the provider  110 , the method  200  proceeds to decision block  238  where it is determined whether the party  115  wants a representative of the provider  110  to call the party  115 . If the party does not want a representative of the provider  110  to call the party  115 , the method  200  proceeds to step  230  where the method  200  ends. If the party  115  selects the provider call button  228   ab  on the schedule call later webpage  228   a  to indicate that the party  115  wants a representative of the provider  110  to call the party  115 , the method  200  then proceeds to step  240  where the party  115  is provided with later call information. The communication engine presents the party  115  with a later call webpage  234   c  that includes a party number field  234   ca  and a call time period field  234   cb . The party  115  enters a party number in party number field  234   ca  that a representative may call the party  115  at and a time period in the call time period field  234   cb  which the party  115  would like a representative of the provider  110  to call them. The scheduling engine  110   e  receives the party number and the time period provided by the party  115  and sends the party number and the time period to the scheduling engine  110   e  and the routing engine  110   c . The routing engine  110   c  sends the name of an available representative to the communication engine  110   a  and the communication engine presents the party  115  with a representative name  234   cc  which may be, for example, the name of the available representative that will call them during the time period provided in the call time period field  234   cb . The method  200  then proceeds to step  242  where the party  115  connected to the available representative. The communication engine  110   a  uses the party number to connect the available representative to the party  115 . The party  115  is now connected to the available representative and may communicate with that representative to ask questions about a product and/or service provided by the provider  110  or receive support for a product and/or service provided by the provider  110 . Thus, a system and method are provided which allow a party to schedule a call with a representative of a provider in order to prevent the party from waiting in a queue for the representative, thereby providing a better experience for the party relative to conventional methods. 
     Although illustrative embodiments have been shown and described, a wide range of modification, change and substitution is contemplated in the foregoing disclosure and in some instances, some features of the embodiments may be employed without a corresponding use of other features. Accordingly, it is appropriate that the appended claims be construed broadly and in a manner consistent with the scope of the embodiments disclosed herein.