Patent ID: 7724890

Claim:
A method of modifying customer data in a call center environment, said method comprising: completing a connection between a customer and a call agent; identifying a customer account or business agreement; searching a database for one or more matches pertaining to the identified customer account or business agreement; displaying the one or more matches obtained from the database as a hit list; receiving user input of a selection of at least one of the matches from the hit list and displaying additional information about the selected at least one match; assigning at least one of the matches from the hit list to the identified customer account or business agreement; and modifying the additional information for the at least one match based on information provided to the call agent by the customer; creating an interaction record as a background process, the interaction record corresponding to the assigning of the at least one of the matches from the hit list to the identified customer account or business agreement; and storing the identified account or business agreement, along with the assigned at least one of the matches, onto an activity clip board, wherein the activity clip board includes objects that played a relevant role during the interaction between the customer and the call agent, and wherein the objects included in the activity clip board are linked to the interaction record.