Patent ID: 7428303

Claim:
A customer communication service system, comprising: a call processing network having an interface connected to a telephone network and having a workflow manager connected to a global data communications network, said workflow manager receiving a customer media event, identifying attributes, and associating values therewith; a database associated with said workflow manager, said database containing available agent attributes for associating attributes of said media event with said agent attributes for a purpose of associating an available agent with a customer media event; means for connecting geographically distributed agent communications from multiple call center sites to said call processing network; means for connecting web client communications to said call processing network by voice and at least one other means selected from the group consisting of e-mail message transmission means, chat message transmission means, facsimile transmission means, digital video transmission means and digital voice transmission means; and means for seamlessly and simultaneously capturing and processing the voice and the at least one other means selected from the group consisting of e-mail message transmission means, chat message transmission means, digital transmission means, facsimile transmission means, digital video transmission means, digital voice transmission means, to provide an integrated communication interface to the agent.