Patent ID: 7706521

Claim:
A contact center system comprising: a portal server for providing an agent portal through which a contact center agent utilizing the agent node communicates, wherein said agent portal includes a plurality of agent portlets within which contact center information is presented; an application server executing contact center applications for receiving input for contact center applications from the agent portlets and to present contact center output through the agent portlets, wherein a caller is automatically transferred to the contact center agent by a contact center, wherein after the transfer session specific information is conveyed via the agent portal in at least one of real-time and near real-time, said application server utilizing a plurality of open standardized components to implement call center functionality; at least one agent node comprising a standard Web browser, wherein the Web browser communicates over a standard Internet Protocol based network using standard communication protocols, said Web browser presenting an agent portal, said agent portal being an interface through which the agent utilizing an agent desktop communicates; and a plurality of agent views selectively presented in the standard Web browser, wherein different ones of the agent views are automatically selected and presented in the Web browser based upon at least one of an agent authority level of an agent using the agent node and an agent expertise required for handling a caller issue for which a caller has been transferred to the agent node, said agent portal including a plurality agent portlets within which contact center information presented, said plurality of portlets comprising: a session portlet presenting session-specific information for a communication session between a contact center agent using the standard Web browser and a caller that was transferred to the contact center agent by a contact center system; and a caller portlet presenting caller-specific information, wherein the agent portal is used to communicate information in real-time between the contact center agent and the contact center system, wherein the caller is unable to view at least a portion of the information communicated between the contact center agent and the contact center system.