Patent ID: 8068594

Claim:
A method of implementing a communications center, the method comprising: receiving a signal over a public network corresponding to initiation of communications between a customer and a company representative; determining from the received signal at least some customer device characteristics; determining a business affiliation corresponding to said customer; accessing a set of information corresponding to said determined business affiliation from a plurality of stored sets of business affiliation information, said stored sets including at least some system configuration information; configuring at least one communications device associated with the company representative in accordance with at least some accessed system configuration information; and providing information to a current operator using the configured at least one communications device to enable the current operator to appear to the customer as a previous operator involved in a previous communication with the customer, said information including at least one of: i) an alias name assumed by the previous operator that can be assumed by the current operator or ii) an alias customer support representative number assumed by the previous operator that can be assumed by the current operator, said current operator being said company representative.