Terri L Ford

US Patent:

6831966, Dec 14, 2004

Filed:

Aug 30, 2000

Appl. No.:

09/651791

Inventors:

Earl Tegan - Lakewood CO
Renata Corlett - Lafayette CO
Craig Stevenson - Mesa AZ
Jim Reynolds - Tempe AZ
Terri Ford - Scottsdale AZ

Assignee:

Qwest Communications International, Inc. - Denver CO

International Classification:

H04M 164

US Classification:

379 8816, 37921001, 37922105, 37926502, 370352, 709217, 705 7, 705 9

Abstract:

A call center system for enabling communication between callers and subscribers. The call center system includes a public switched telephone network (PSTN) and a virtual call center operable to receive calls from callers via the PSTN. The virtual call center performs Interactive Voice Response (IVR) and Automated Call Distributor (ACD) functions to the callers on behalf of subscribers of the virtual call center for enabling communication between the callers and the subscribers. The virtual call center performs IVR and ACD functions to callers on behalf of each subscriber based on a service level agreement between each subscriber and the virtual call center. The virtual call center performs IVR functions associated with a subscriber for a caller to access information from the subscriber and for a caller to provide information to the subscriber. The virtual call center performs ACD functions associated with the subscriber to connect the caller with an agent of the subscriber.