System and method for providing call-back options

1. A computer-implemented method for efficiently allocating resources of a call center implementing a call routing system by providing call-back options, the method comprising:

maintaining a call-back system operatively connected with the call routing system, wherein the call routing system maintains a call queue and a central server monitoring the call queue;

automatically routing calls from the call routing system to the call-back system when the call queue reaches a predetermined length;

receiving data including caller contact data and additional information, the additional information comprising a preferred call-back time, from the call routing system through an input/output interface of the call-back system;

evaluating the received data at a control module and providing instructions to a voice response unit to provide a caller with call-back options;

receiving selected call-back options and processing the received call back options at the control module to prioritize and schedule call-backs;

instructing the voice response unit from the control module to initiate a scheduled call back; and

coordinating with the call routing system ensure that the call-back is routed to the proper target.

2. The method of claim 1 , further comprising receiving an inbound communication from a caller at a web interface connected to the central server.

3. The method of claim 2 , further comprising collecting information about the caller from a database based on the call at the web interface.

4. The method of claim 3 , further comprising making a routing decision based on the collected information from the database.

5. The method of claim 4 , further comprising making a resource assessment based on the routing decision, wherein the resource assessment includes an assessment of a call queue.

6. The method of claim 5 , further comprising making a decision to route the call to the call-back system and offer at least one call-back option based on the resource assessment.

7. The method of claim 6 , further comprising dynamically re-allocating resources in the call routing system based at least in part on the at least one call-back option.

8. The method of claim 6 , wherein the step of making a decision to provide at least one call-back option is triggered at least in part by an availability of the resources in the call routing system.

9. The method of claim 1 , wherein the call routing system is a virtual call center integrating telephony with computers.

10. The method of claim 1 , wherein the at least one call-back option is provided via an Internet website through the web interface.

11. A computer-implemented system for efficiently allocating resources of a call center by providing call-back options, the system comprising:

a call-back system for initiating forwarding of the call-back options; and

a central server in the call routing system maintaining and monitoring a call queue and automatically routing calls received at the call routing system to the call-back system when the call queue reaches a predetermined length;

the call-back system including:

an input/output interface for receiving data including caller contact data and additional information, comprising a preferred call-back time, from the call routing system;

a control module evaluating the received data; and

a voice response unit receiving instructions from the control module to provide a caller with call-back options and receive selected call-back options, the control module processing the received call back options to prioritize and schedule call-backs and instructing the voice response unit to initiate a scheduled call back, the call-back system coordinating with the call routing system ensure that the call-back is routed to the proper target.

12. The system of claim 11 , further comprising a web interface receiving an inbound communication from a caller.

13. The system of claim 12 , further comprising a central server connected to the web interface for performing multiple operations related to the inbound communication.

14. The system of claim 12 , wherein the step of making a decision to provide at least one call-back option is triggered at least in part by an availability of the resources in the call routing system.

15. The system of claim 13 , wherein the central server collecting information about the caller from a database based on the call at the web interface.

16. The system of claim 15 , wherein the central server makes a routing decision based on the collected information from the database.

17. The system of claim 16 , wherein the central server further makes a resource assessment based on the routing decision, wherein the resource assessment includes evaluation of a call queue.

18. The system of claim 17 , wherein the central server makes a decision to route the call to the call-back system based on the resource assessment and offer at least one call-back option.

19. The system of claim 18 , wherein the call routing system dynamically re-allocates resources in the call routing system based at least in part on the at least one call-back option.

20. The system of claim 11 , wherein the call routing system is a virtual call center integrating telephony with computers.