Techniques for customer relationship management
Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.
1. A method for a call routing system for customer management, the method comprising:
receiving, via a call processing system, a call from a user device via a communication network:
determining, via the call processing system, a group of available agents to answer the call;
determining, via the call processing system, whether an agent of the group of available agents has a browser window open on a device associated with the agent, wherein the browser window facilitates VoIP communication; and
routing, via the call processing system, the call received to an agent in the group with the longest idle time to a VoIP network when the agent is detected to have the browser window open and to a public switched telephone network when the agent is not detected to have the browser window open.
2. The method of claim 1 , additionally comprising:
identifying, via the call processing system, a number associated with the call; and
gathering, via the call processing system, from a customer relationship management database based at least in part on the telephone number associated with the call.
3. The method of claim 2 , additionally comprising:
generating, via the call processing system, a ticket after an agent accepts the call.
4. The method of claim 1 , wherein the browser window is opened in response to the call via a main browser window hosted by the call processing system.
5. The method of claim 1 , additionally comprising:
communicating, via the call processing system, a local storage medium configured to store a key value reference from at least the open browser window.
6. The method of claim 1 , additionally comprising:
assigning, in response to an organization's request and via the call processing system, a telephone number to the agent using a web interface.
7. The method of claim 6 , wherein assigning a telephone number further includes displaying, via the web interface, one or more available telephone numbers available according to a selected or inputted area code.
8. The method of claim 6 , wherein assigning a telephone number further comprises providing a confirmation that the assigned telephone number has been provisioned to the agent.