This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers....http://www.google.de/patents/US6668286?utm_source=gb-gplus-sharePatent US6668286 - Method and system for coordinating data and voice communications via customer contact channel changing system over IP
