Patent ID: 8146000

Claim:
A system, comprising: a processor, including: an agent interface, executable at a contact center concurrently with an application, to: enable an agent to conduct a live interaction with a customer as part of a first transaction, and receive data relating to the interaction during the course of the live interaction; at least one further agent interface, executable at least one further contact center corresponding to an entity separate from an entity corresponding to the agent interface, to: enable at least one further agent to conduct at least a further live interaction with an intent to complete a separate intended outcome that is independent of a completion of an outcome associated with the first transaction with the customer as part of a second transaction that is unrelated to the first transaction, provide the data to the further agent during the course of the further live interaction, and receive further data relating to the further live interaction; and a workflow management component coupled to the non-integrated infrastructures of the agent interface and the at least one further agent interface to: receive authorization from the user to be placed in contact with the at least one further agent interface as part of the second transaction that is unrelated to the first transaction; receive the data from the agent interface, transfer the live interaction between the agent and the customer to the further live interaction between the at least one further agent and the customer, upon concluding the live interaction between the agent and the customer, as part of the second transaction that is unrelated to the first transaction, provide the data to the at least one further agent via the at least one further agent interface, and receive the further data from the at least one further agent interface as part of an integrated workflow performed in connection with the agent and the at least one further agent.