Patent ID: 8879716

Claim:
A computer-implemented method for intelligently routing a call and providing a supporting computer interface on a screen of each of a plurality of computers connected to a network, comprising the steps of: presenting a request prompt on a customer computer, the request prompt having one or more mechanisms by which a customer provides customer-input information; generating a data file with the customer-input information and transmitting the data file over a data network; receiving, via the data network, the data file; parsing the received data file into one or more component parts; routing a call to a customer care agent selected based on one or more of the parsed component parts of the data file, wherein the step of routing the call to the customer care agent selected based on one or more of the parsed component parts of the data file includes the step of routing a voice-over-internet protocol (VoIP) call to a telephony device of the selected customer care agent enabled with VoIP technology; selecting two or more agent's view portlets for inclusion in a set of agent's view portlets from among a plurality of portlets each having at least one from a group of textual, graphic, audio and video media, the two or more agent's view portlets being selected based on one or more of the parsed component parts of the data file; creating an agent's view computer interface the content of which is based on the data file for display on a screen of a computer of the selected customer care agent, wherein the step of creating the agent's view computer interface includes the step of integrating the set of agent's view portlets into the agent's view computer interface; selecting two or more customer's view portlets for inclusion in a set of customer's view portlets from among a plurality of portlets each having at least one from a group of textual, graphic, audio and video media, the two or more customer's view portlets being selected based on one or more of the parsed component parts of the data file; creating a customer's view computer interface the content of which is based on the data file for display on a screen of the customer's computer, wherein the step of creating the customer's view computer interface includes the step of integrating the set of customer's view portlets into the customer's view computer interface; capturing a voice-to-text version of the VoIP call, wherein the set of the agent's view portlets and the set of the customer's view s portlets each includes a call log portlet into which is integrated the voice-to-text version of the VoIP call, and wherein the call log portlet is editable by the customer care agent and read-only by the customer.