System and method for replacing hold-time with a call-back in a contact center environment
System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.
1. A method comprising:
using an independent communication system (ICS) to manage a transaction between a waiting party and a queuing party, the queuing party having queuing calling service (QCS) and no hardware or software is needed by the QCS;
wherein the waiting party can maintain a spot in a queue and receive a call-back from the ICS, wherein the ICS maintains call-attached data during the call-back;
wherein the call-attached data comprise data attached by the QCS to an initial call from the waiting party; and
wherein the ICS is independent of the queuing party.
2. The method of claim 1 , wherein the call-attached data comprise any private data provided by the waiting party.
3. The method of claim 1 , wherein the ICS maintains the call attached data by using a data channel of a VolP protocol.
4. The method of claim 1 , wherein the ICS maintains the call-attached data by storing the call-attached data as a record in a database and uses caller ID features of a PSTN as a key to access an appropriate record at a later time.
5. An independent communication system (ICS) comprising:
a first module for managing a transaction between a waiting party and a queuing party, wherein the waiting party can maintain a spot in a queue;
wherein the queuing party having queuing calling service (QCS) and no hardware or software is needed by the QCS;
a second module in communication with the first module for causing a call-back to the waiting party; and
a third module in communication with the second module for maintaining call-attached data during the call-back, wherein the call-attached data comprise data attached by the QCS to an initial call from the waiting party, and wherein the ICS is independent of the queuing party.
6. The ICS of claim 5 , wherein the call-attached data comprise any private data provided by the waiting party.
7. The ICS of claim 5 , wherein the call-attached data is maintained by using a data channel of a VoIP protocol.
8. The ICS of claim 5 , further comprising a database module for maintaining the call-attached data by storing the call-attached data as a record in the database and using the caller ID features of a PSTN as a key to access an appropriate record at a later date.