System and method for contact information integration with search results
A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.
1. A system for contact information integration with a third party Internet search engine search results, comprising:
a queue manager, comprising a plurality of software programming instructions stored in a memory of, and operating on a processor of, a network-connected computing device configured to connect to and communicate with a plurality of contact centers;
wherein the queue manager monitors agent availability across the plurality of contact centers based at least in part on observed agent activity;
wherein the queue manager receives a request for agent availability information for one or more of the plurality of contact centers from a third party Internet search engine related to a user's search;
wherein the queue manager determines an estimated wait time for the one or more of the plurality of contact centers based at least in part on the monitored agent availability, and provides the estimated wait time to the third party Internet search engine for display to the user with an option to initiate a callback request; and
wherein, when the user of the third party Internet search engine initiates the callback request, the third party Internet search engine sends a request to the queue manager, and the queue manager adds the callback request for the user to the callback queue of the one or more of the plurality of contact centers.
2. The system of claim 1 , wherein the queue manager responds to a request with interactive indicia;
wherein the indicia provide availability information, based at least in part on information collected by the queue manager, to the requester; and
further wherein the indicia enable scheduling of an interaction with a contact agent based at least in part on agent availability information.
3. The system of claim 2 , wherein the third party Internet search engine submits query information to the queue manager, based at least in part on a first third party Internet search query;
wherein the query information comprises at least business information to identify a business relevant to a first third party Internet search query;
wherein the queue manager returns relevant contact information based at least in part on information received from the third party Internet search engine; and
further wherein the third party Internet search engine includes contact information when presenting the results of a query.
4. The system of claim 3 , further wherein the queue manager provides interactive indicia with contact information based at least in part on agent availability information;
wherein the third party Internet search engine presents the indicia with contact information and query results.
5. A method for contact information integration with a third party Internet search engine search results, comprising the steps of:
establishing communication between a plurality of contact centers and a queue manager, the queue manager comprising a plurality of software programming instructions stored in a memory of, and operating on a processor of, a network-connected computing device;
monitoring, using the queue manager, agent availability across the plurality of contact centers based at least in part on observed agent activity;
receiving at the queue manager a request for agent availability information for one or more of the plurality of contact centers from a third party Internet search engine related to a user's search;
determining, using the queue manager, an estimated wait time for the one or more of the plurality of contact centers based at least in part on the monitored agent availability, and providing the estimated wait time to the third party Internet search engine for display to the user with an option to initiate a callback request; and
receiving, when the user of the third party Internet search engine initiates the callback request, a request from the third party Internet search engine to the queue manager, and using the queue manager to add the callback request for the user to the callback queue of the one or more of the plurality of contact centers.
6. The method of claim 5 , further comprising the steps of:
providing an indicia of estimated wait time, based at least in part on the agent availability information obtained by the queue manager from the plurality of contact centers, to the third party Internet search engine.
7. The method of claim 6 , further comprising the steps of:
using the indicia of estimated wait time to schedule an interaction request with a callback cloud;
sending a first scheduled interaction request to the queue manager;
routing, by the queue manager, the first scheduled interaction request to a contact center according to availability information based at least in part on observed agent availability;
receiving the scheduled interaction request at a device associated with a first contact center agent; and
initiating a callback from the callback cloud at the scheduled time and bridging the callback to the first contact center agent.