Patent ID: 7747705

Claim:
In a contact center associated with an organization comprising a plurality of agents servicing work items, a method, comprising: (a) the a contact sever-center executing a marshaller mail server, a post-email marshaller, and a work item server; (b) the marshaller mail server subscribing to at least one of a forum server and a blog server; (c) the marshaller mail server receiving, from at least one of a-the forum and the blog server, a notify message addressed to the marshaller mail server, wherein the notify message is associated with a posting on the at least one of the forum server and blog server, wherein the posting is from a customer and relates to a product or a service of the organization; (d) the marshaller mail server mail server directing the notify message to a first contact center inbox associated with the at least one of a forum server and blog server; and (e) the post email marshaller parsing the notify message received in the first contact center inbox to determine a customer identifier for the customer that made the post; (f) the post email marshaller determining if a user inbox exists for the customer associated with the customer identifier; (g) if no user inbox exists, create user inbox; (h) if a user inbox exists or after a user inbox is created, the marshaller mail server forwarding the notify message to the work item server, wherein, to the work item server, the notify message appears to be sent from the customer from the customer inbox; and (h) the work item server distributing the notify message as a work item to an agent for servicing the work item, wherein the work item includes the customer's request regarding the product or the service of the organization as presented in the posting.