Patent ID: 7827290

Claim:
A system facilitating interaction between a customer and an enterprise, comprising: a computerized service interface hosted by the enterprise for supporting a live interaction with the customer connecting to the system via a communication device; a data server coupled to the computerized service interface, the data server executing a software instance; and at least one data repository at the enterprise accessible to the data server, the data repository storing a telephone interaction history cookie file for each call between the customer and the enterprise and a separate web-browsing interaction history cookie file for each Web-browsing contact between the customer and the enterprise; wherein, as a result of receiving a live interaction for the interface from the customer, upon request either from the interface, or from a router enabled to route the live transaction to the interface, the data server retrieves one or more of the telephone transaction history cookie files and one or more of the web-browsing history cookie files, combines the telephone and Web-browsing history cookie files into a single history cookie file associated with the customer, and provides the single cookie file to the computerized service interface.