Abstract: The integration of transactional workflows that are distributed across multiple contact centers is described herein. Respective agent interfaces can execute concurrently with applications running at two or more contact centers. These interfaces enable agents at the contact centers to conduct respective interactions with a customer. As the interactions progresses, the agents can enter data related to the interactions via the agent interfaces. The agent interfaces need not be integrated with the applications or the contact center infrastructure, thereby eliminating the expense of performing such integration. Instead, the agents can use both the application and the agent interfaces concurrently while interacting with the customer. Data entered by one agent via the interface can be made available to the other agent, thereby enabling the agents to cooperate with one another, and integrating the respective interactions into a cohesive transactional workflow.

Abstract: Utilizing an extensible referral management system platform, an organization may recognize a business opportunity in which the organization may benefit by receiving customer referrals from another organization and build a program under which the organization is a supplier of products and/or services to the referred customers. Thus, the referral management system platform may be used to create intersecting workflows with a core infrastructure in the form of a multi-directional referral network.