Software for use in managing and connecting customers using self-service on the internet, mobile communications, and social or voice channels, to the appropriate internal resource in a company who can most immediately help that customer by identifying and coordinating queue position, communication routing and call back

'appropri':25 'back':48 'call':47 'channel':22 'communic':17,44 'compani':30 'connect':7 'coordin':41 'custom':8,37 'help':35 'identifi':39 'immedi':34 'intern':26 'internet':15 'manag':5 'mobil':16 'posit':43 'queue':42 'resourc':27 'rout':45 'self':11 'self-servic':10 'servic':12 'social':19 'softwar':1 'use':3,9 'voic':21

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