Contact center system and methods for handling voice and data teleservices through mobile devices

特許 権利維持 The cloud computing technology where cloud-based contact center implements cloud pbx that integrates with the intelligent automatic call distributor (ACD), The contact center system allows customer service to be handled through mobile devices like smartphones. It’s a flexible platform that combines all contact centre functions into one system, making it easy to adjust capacity based on cloud resources. Agents can use their smartphones to access the same features they would on a regular workstation. When a customer calls, the system routes the call through a local network, turns it into a digital call, and sends it to an agent on their mobile device. The agent mobile platform is installed on the agent's device with Elfie-based authentication for secure access. The system includes a CRM module and an e-learning module, which supports agent certification. Calls are routed intelligently by an ACD system based on the geolocation of both the agent and the customer. Additionally, the system records interactions between the agent and the customer to provide valuable feedback for continuous agent improvement.