Abstract: Workers access the system, for example, by telephone, web browser, e-mail, or fax, without the assistance of a human intermediary, such as an operator. The system deploys parsing and sorting routines to ascertain the nature of a communication, determine how to handle the communication, and select a roster of representatives qualified to handle the communication. The system determines whether to connect telephone and web browser callers in real time to a qualified representative. The system permits callers to schedule a conference if no representative comes on line. The system can initiates a conference if callers trust the system to hold their telephone numbers. The system delivers e-mails, faxes, and messages from telephone and web browser callers to a qualified representative through an electronic mail system that also transmits replies to message boxes that callers can access anonymously. The system can be configured to transmit replies to e-mails and faxes.

Abstract: Workers access the system, for example, by telephone, web browser, e-mail, or fax, without the assistance of a human intermediary, such as an operator. The system deploys parsing and sorting routines to ascertain the nature of a communication, determine how to handle the communication, and select a roster of representatives qualified to handle the communication. The system determines whether to connect telephone and web browser callers in real time to a qualified representative. The system permits callers to schedule a conference if no representative comes on line. The system can initiates a conference if callers trust the system to hold their telephone numbers. The system delivers e-mails, faxes, and messages from telephone and web browser callers to a qualified representative through an electronic mail system that also transmits replies to message boxes that callers can access anonymously. The system can be configured to transmit replies to e-mails and faxes.