Patent ID: 7127058

Claim:
A method of managing communications in a call centre between an agent at the call centre and a customer of the centre, comprising the steps of: a) maintaining a database of entries identifying a plurality of communications threads wherein each thread comprises a set of prior communications involving the call centre and related by one or more common parameters; b) analysing a new communication between the customer and the centre to determine a match between a parameter of the communication and one or more matching threads in the database, said match involving a parameter other than the simple identity of the customer as determined from a property of the new communication; c) upon determining said match, automatically presenting the agent with specific information relating to said one or more matching threads when said new communication is active at a terminal of the agent; d) presenting the agent with the option to create a new entry in the database identifying said new communication as a new thread; and e) updating the database entry relating to the or each matching thread or creating a database entry for said new thread if selected, with an identification of said new communication.