Real-Time Collaboration Center

Abstract

A real-time collaboration center and method for using the same are described herein which enables a caller (end-user) to have a real-time collaboration session with a call center agent. In one embodiment, the real-time collaboration center is able to create a new real-time collaboration session for a caller where the caller is routed to the real-time collaboration session in which they might be joined by an automated call center agent which could provide product information and/or gather information to/from the caller while they wait for the live call center agent. When a live call center agent with the appropriate skill set becomes available, then he/she receives an invitation to join the real-time collaboration session where the two parties can then interact with voice, instant messaging, application/desktop sharing, and other media.

1 - 20 . (canceled) 
     
     
         21 . A method for processing an end-user request, said method comprising:
 receiving at an application server a end-user request to establish a real-time collaboration conference;   validating information included in the end-user request;   creating a conference record associated with a real-time collaboration conference upon validating the information in the request using a collaboration device;   forwarding details about the created conference record to the application server;   creating a conference invitation, that includes communications contact information, at the application server upon receiving the conference reference details;   forwarding the created invitation to a queuing server;   queuing, at the queuing server, the invitation until a call center agent becomes available to interact with the end-user;   connecting an end-user device to the conference associated with the conference record enabling communications between an automated call center agent and the end-user during the conference before the call center agent joins the conference.   
     
     
         22 . The method as in  claim 21  wherein the end-user request comprises a browser-based request. 
     
     
         23 . The method as in  claim 21  wherein the collaboration device comprises a collaboration server, and the queuing device comprises a queuing server. 
     
     
         24 . The method as in  claim 21  wherein the invitation comprises a URL based invitation. 
     
     
         25 . The method of  claim 21  further comprising:
 connecting the call center agent to the conference; and 
 exchanging communications between the call center agent and the end user, using one or more of voice communications, instant messaging, file uploading, desktop sharing, document uploading, speech recognition or video. 
 
     
     
         26 . The method of  claim 21 , further comprising adding at least one more call center agent into the conference. 
     
     
         27 . The method of  claim 21 , further comprising recording the conference. 
     
     
         28 . The method of  claim 21 , further comprising providing the call center agent communications exchanged between the end-user device and the automated call center agent. 
     
     
         29 . A real-time collaboration center, comprising:
 an application server operable to receive an end-user request to establish a real-time collaboration conference, and to validate information included in the request;   a collaboration server operable to create a conference record associated with a real-time collaboration conference upon validation of the information in the request, and to forward details about the created conference record to the application server;   wherein the application server is further operable to create a conference invitation, that includes communications contact information, at the application server upon receiving the conference reference details, and to forward the created invitation to a queuing server;   a queuing server operable to receive the conference invitation and queue the invitation until a call center agent becomes available to interact with an end-user device associated with an end-user; and   wherein the application server is yet further operable to connect the end-user device to the conference associated with the conference record, and wherein said collaboration server is further operable to enable an exchange of communications between an automated call center agent and the end-user during the conference before the call center agent joins the conference.   
     
     
         30 . The real-time collaboration center of  claim 29  wherein the end-user request comprises a browser-based request. 
     
     
         31 . The real-time collaboration center of  claim 29  wherein the invitation comprises a URL based invitation. 
     
     
         32 . The real-time collaboration center of  claim 29  wherein the collaboration server is further operable to:
 connect the call center agent to the conference; and 
 enable an exchange of communications between the call center agent and the end user using one or more of voice communications, instant messaging, file uploading, desktop sharing, document uploading, speech recognition or video. 
 
     
     
         33 . The real-time collaboration center of  claim 29  wherein the collaboration server is further operable to enable the addition of at least one more call center agent into the conference. 
     
     
         34 . The real-time collaboration center of  claim 29  wherein the collaboration server is further operable to enable the recording of the conference. 
     
     
         35 . The real-time collaboration center of  claim 29  wherein the collaboration server is further operable to enable the review of the communications exchanged between the end-user device and the automated call center agent. 
     
     
         36 . The real-time collaboration center of  claim 29  wherein the application server, collaboration server, and queuing server are resident in separate physical devices. 
     
     
         37 . A method for enabling an end-user to establish a real-time collaboration conference with a call center agent, said method comprising:
 providing a website page having a link usable by a browser of an end-user device;   receiving an indication that an end user has clicked on the link to obtain a form;   receiving the form from the end user device; and   connecting the end-user device to a conference hosted by a collaboration server enabling communications between the end user and an automated call center agent during the conference before a call center agent joins the conference.   
     
     
         38 . The method of  claim 37  further comprising:
 exchanging communications with the call center agent via the end user device, using one or more of voice communications, instant messaging, file uploading, desktop sharing, document uploading, speech recognition or video.