The present invention discloses a contact center system based upon open
standards. The contact center system can include at least one agent node,
a portal server, and an application server. An agent node can include a
standard HTTP browser that communicates over a standard Internet Protocol
network using standard protocols. The portal server can be configured to
communicate with an agent node via an agent portal, which can consist of
multiple agent portlets to present information. The application server
can be configured to execute contact center applications that can collect
and distribute information via the agent portlets and transfer calls to
agents.