Patent ID: 8571200

Claim:
A method for interactively processing calls in conjunction with an interactive voice response (“IVR”) system, comprising the steps of: providing at least one item of call-data associated with a respective one of a plurality of calls being processed by the IVR; assigning at least one of the plurality of call-data to one of a plurality of agent workstations; transmitting the at least one call-data to the assigned agent workstation; prioritizing the call-data presented to the agent; arranging the call-data in an order of decreasing priority; presenting the at least one call-data at the assigned agent workstation via a graphical user interface (“GUI”); playing an audio utterance associated with the call-data with highest priority that has not already been processed; receiving at least one of a plurality of agent commands through the GUI; and processing the at least one call-data based on at least one of the call-data provided by the IVR and the agent commands received from the GUI.