8x8, a provider of cloud-based unified communications and contact center services, announced that it has been awarded a new patent related to its contact center technologies, entitled “Networked Contact Center.”
The patent relates to, among other things, a networked contact center organized as layers including a telephony layer to receive communications, a platform layer to support multiple tenants and a storage layer to store tenant data, such as a list of agents, agents’ skills, voice response data, etc. for the multiple tenants.
The stored data for multiple tenants is held in shared repositories accessible to agent supervisors, and the invention relates to sending and receiving data, based on an access to a data location, over a broadband communications network and between a machine operated by an agent associated with the tenant and another entity with which or whom the agent has targeted by a telephone number or other identifier.