Patent ID: 8229102

Claim:
A method for providing customer activities to a customer associated with a customer call holding in a queue, the method comprising: receiving the customer call from the customer at a first time; estimating a hold time from a difference between the first time and a second time when an agent will be available to interact with the customer; communicating the hold time estimated to the customer; adding the customer call to the queue, wherein the queue stores a plurality of customer calls in a received order; prompting the customer to select a customer activity to perform while the customer call remains in the queue, wherein customer activities available for selection are provided based on the hold time estimated and customer demographics; detecting a customer selection of a customer activity available for selection; connecting the customer call to the customer activity selected while maintaining the customer call in the queue according to the received order; generating a customer activity history by recording customer input during the customer call, the customer input including the customer selection of the customer activity and customer interaction with the customer activity selected; notifying the customer when the agent is available to interact with the customer; communicating the customer activity history to the agent; enabling agent interaction between the agent the customer on the customer call; and upon completion of the agent interaction and depending on the customer activity history, providing the customer an option of resuming the selected customer activity on the customer call.