Patent ID: 8031852

Claim:
A computer-implemented method comprising: in response to receiving a customer request via at least one of a plurality of different access points in an enterprise: creating, using a Customer Relationship Management (CRM) system, an access point inventory including access point inventory data of one or more access points; wherein the CRM system is stored in a computer readable data storage system; providing a list, wherein the list is stored in the computer readable data storage system, wherein the list identifies one or more people responsible for one or more projects, programs or initiatives, wherein among the one or more people is a telecoverage representative assigned to one or more geographic regions; a processor generating a model diagram illustrating an optimized path including one or more process steps that a customer request follows to reach a resource person to solve the customer request, wherein the optimized path is a preferred sequence of the one or more process steps, and wherein the one or more process steps include one or more of a web associated interface and a non-web associated interface to reach an appropriate resource to solve the customer request within a documented timeframe; providing a narrative description, stored in the computer readable data storage system, of each of the one or more process steps in the generated model diagram; wherein the narrative description includes instruction level detail to perform each of the one or more process steps in the optimized path; outputting, using the CRM system, each of the access point inventory, the list, the model diagram, and the narrative description to one or more agents at a contact center; in response to determining that a third party service provider is associated with the customer request, outputting to the one or more agents at the contact center, using the CRM system, a third party inventory and a list of one or more people associated with the third party, wherein the third party inventory includes one or more third party access points associated with the third party service provider; and performing a synchronization, using the CRM system, to reconcile the customer request to a final status conclusion.