Patent Document ID: 9712465
Application ID: 14859881

Base Claim:
1. A method, comprising: detecting, by a processor, composition of a message from a first agent appliance in response to an interaction with a customer appliance, wherein the first agent appliance is associated with a first contact center; updating, by the processor, the message at a server in real-time with the composition of the message; displaying, by the processor, in real-time with the updating of the message, content of the message on a second agent appliance, wherein the second agent appliance is associated with a second contact center; detecting, by the processor, a modification to the content of the message from the second agent appliance in response to the displaying of the content of the message; and after detecting the modification, transmitting, by the processor, the message to the customer appliance.

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Claim 6:
6. The method of claim 1 , further comprising receiving, by the processor, a send message from the first agent appliance to initiate transmitting the message to the customer appliance.