07769161 is referenced by 26 patents and cites 13 patents.

One problem faced by contact center providers is how to most effectively balance limited contact center resources against the need to provide good customer service. The present invention addresses this problem by enabling a contact center to use external resources such as freelance contact center agents and media servers. This is achieved in such a way that those external resources are controlled by the contact center and their use is effectively transparent to end users of the contact center.

Title
Contact center
Application Number
10/738489
Publication Number
7769161 (B1)
Application Date
December 17, 2003
Publication Date
August 3, 2010
Inventor
Arik Elberse
Galway
IE
Tony McCormack
Galway
IE
Patrick Hession
Galway
IE
Agent
Barnes & Thornburg
Assignee
Avaya
NJ, US
IPC
G06Q 10/00
G06F 15/16
H04M 3/00
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