a method , system and computer - usable medium for optimizing retrieval of customer data needed to handle a call are presented . the method includes the steps of receiving a call at a data center ; initiating a query for a business data related to the call ; creating a key that identifies the business data related to the call ; pre - fetching the business data using the key with a lookup table ; caching the pre - fetched business data ; attaching the key to the call ; routing the call with the attached key to a desktop agent ; receiving a request from the desktop agent for the pre - fetched business data ; retrieving the cached pre - fetched business data ; and transmitting the cached pre - fetched business data to the desktop agent .