Julia L Mcdevitt

US Patent:

20100002865, Jan 7, 2010

Filed:

Jun 24, 2009

Appl. No.:

12/490716

Inventors:

James Lehr Kennedy - Columbus OH, US
Julia Lynn McDevitt - Columbus OH, US
Adam Thomas Bangston - Westerville OH, US
James Francis Curran - Alexandria OH, US
Varun Reddy Gade - Columbus OH, US
Dongyun Wang - Westerville OH, US

Assignee:

Twenty First Century Communications, Inc. - Columbus OH

International Classification:

H04M 3/00

US Classification:

37926511

Abstract:

The invention disclosed is a new system and method for providing the mutual sharing of resources devoted to customer service. The system utilizes a telecommunications switching apparatus to rout incoming customer contacts to one or more pools of customer service agents. The system provides for a universal customer service interface that allows customer service agents to assist customers of other related companies. The automated system for sharing customer service resources includes a mutual assistance routing system in communication with requesting users of customer service agents, responding providers of customer service agents, databases containing customer information, thereby allowing customers who contact the requesting user to be served by shared agents.