Patent ID: 7382773

Claim:
A contact center for receiving and routing communications from a customer to a plurality of agents to elicit a response, the contact center comprising: a. at least one hub configured to receive and route the communications from the customer, the at least one hub including: i. at least one server configured to receive the communications from the customer; ii. at least one gateway configured to receive a voice call from the customer; iii. at least one router coupled to the at least one server, the at least one router configured to normalize the communications from the customer; and iv. an application server coupled to the at least one router, the application server configured to route the communications based upon a set of predetermined routing criteria, the application server configured with ACD software that matches at least one node to the communications; and b. the at least one node coupled to the at least one hub, the at least one node configured to receive the communications, the at least one node further configured to route the communications to the plurality of agents.