Matches 1 - 50 out of 97 1 2 >


Match Document Document Title
US20140153711 METHOD FOR THE OPERATION OF A SYSTEM AND SYSTEM FOR THE ADMINISTRATION OF CALLS TO A CALL CENTER  
A method is provided for the operation of a system for the administration of calls to a call center. A first call initiated by a caller using a call number allocated to the call center is...
US20130202102 DYNAMIC CALL SPECIAL TREATMENT BASED ON AGGREGATE CALL HOLD QUEUE TIME  
A computer places in a call queue a call having caller identification information. The computer creates a database record that includes the caller identification information of the call placed in...
US20090285385 Queuing Systems for Contact Centers  
Customers queuing in the contact center are provided with the option to request a ticket number. Upon a ticket number being generated for the customer, the customer may disconnect or hang up, and...
US20140140489 Telephonic-Based Engagements  
Described are techniques for providing broker services to consumers and service providers based on telephonic call-back engagements. The techniques include receiving a telephonic-based...
US20140023186 SYSTEMS AND METHODS FOR SELECTIVELY ROUTING CALLS TO A CALL CENTER  
Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the...
US20120099721 RESTORATION OF A CALLER TO A PREVIOUS PLACE IN AN ON-HOLD QUEUE  
A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call...
US20130177149 APPLY TIME FOR TEMPORARY ADMINISTRATIVE CHANGES  
Methods and systems for supporting manual control of automatic call distribution systems are provided. In particular, an administrator can manipulate parameters associated with call center queues...
US20100303226 BARTERING SYSTEM AND METHOD FOR CONTROLLING POSITION IN A WAIT QUEUE IN A CONTACT CENTER  
A contact center establishes a communication with a user. The communication is placed into a position in a wait queue that has other position(s) with other communication(s) that are waiting to be...
US20150124957 Centralized Caller Profile System and Methods for Routing and Prioritizing Calls  
Disclosed is a Centralized Caller Profile System and methods for routing and prioritizing calls. The disclosed systems and methods provide enhanced customer service by allowing multiple parties to...
US20150215462 CALL CENTER UPSELLING ON A USER PROFILE  
A method and apparatus for upselling at a customer call center are described including receiving a call from a customer, identifying the customer, retrieving a profile for the customer including...
US20140376716 METHOD AND APPARATUS FOR OPTIMIZING RESPONSE TIME TO EVENTS IN QUEUE  
A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and...
US20140369486 CALL QUEUING FOR LOCATION-AWARE MOBILE DEVICES  
A mobile device can be assigned to an extension configured as a Queue Agent (“QA”) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be...
US20100322407 Servicing Calls in Call Centers Based on Caller Geo-Location  
Methods are disclosed for servicing incoming calls at a call center based on one or more of the following: the geo-locations of the calling telecommunications terminals; the direction of movement...
US20150117633 Outbound Calling Center Inventory Management  
Systems and methods for optimizing inventory assignment amongst a plurality of Producers to achieve maximum revenue from a given inventory are provided. The system employs historical analysis of...
US20130336472 SYSTEM AND METHOD FOR QUEUING A COMMUNICATION SESSION  
A system and method including receiving a request to enqueue a communication session; adding the communication session to the queue of a plurality of communication sessions; upon adding the...
US20150249745 SYSTEM AND METHOD FOR PROVIDING STATUS INFORMATION FOR GROUP COMMUNICATION LINES  
A system and method are disclosed herein for indicating the status of a service queue and routing communications. The system maintains a server having at least a first service queue and second...
US20060291645 Needs based offer  
In one embodiment, the invention relates to a method for automatically optimizing configuration of an information handling system based upon predefined goals which include providing the predefined...
US20120027184 PROVIDING CALLER-SPECIFIC INFORMATION  
A method may include receiving a call from a caller and interacting with the caller, via an interactive voice response (IVR) unit, to identify first information associated with a reason for the...
US20100040222 Queuing System, Method And Device  
A system and method for managing requests for service from customer terminals (3, 5) via a website. A request for service is received at a queue manager (9) via a communications channel and is...
US20060188087 System and method for caller-controlled music on-hold  
The present disclosure provides a system and method configured to provide a caller with selectable music options when the caller is on hold. The method establishes a connection between a caller...
US20150139417 SYSTEM AND METHOD FOR COMMUNICATION ROUTING  
A system and method are presented for communication routing. Communications may be routed into a queue based on criteria. A communication may be assigned to a distribution ring and a determination...
US20110019812 SYSTEM AND METHOD FOR INTERACTIVE CUSTOMER SERVICE  
A method is implemented by one or more server devices associated with a network. The method includes receiving information relating to a customer service request, where the information includes...
US20150078548 Adaptive Stochastic Queueing  
An Adaptive Stochastic Queueing device comprises a process that maintains a plurality of queues defined around the known and changing resource usage history of an ensemble of customers, customers...
US20110110364 SECURE CUSTOMER SERVICE PROXY PORTAL  
A portal system for secure, aggregated and centralized management and access of disparate customer service and social networking environments is disclosed. A user interface provides multiple,...
US20120140916 METHOD AND APPARATUS FOR QUEUE ROUTING  
Embodiments of the present invention disclose a method and an apparatus for queue routing. The method includes: obtaining history behavior information of a user accessing a call center system;...
US20090010420 Method of managing queue at the service provider end  
The present invention relates to a method for assisting in reducing the queue length in public and private waiting areas such as government organizations or quasi government organizations or...
US20100322406 Servicing Calls in Call Centers Based On Estimated Call Value  
Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment,...
US20090232294 SKIPPING A CALLER IN QUEUE FOR A CALL ROUTING CENTER  
Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one caller in a queue of...
US20140016766 CONTACT CENTER QUEUE PRIORITY MANNAGEMENT METHOD AND SYSTEM  
A system and method for providing hold queue prioritizing for a contact center includes an automated system and a contact receiver/director for connecting contacts to the automated system. A...
US20090190750 Routing callers out of queue order for a call center routing system  
Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller of a plurality of callers in...
US20060256955 Enterprise-wide occupancy based routing  
A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method...
US20150055773 OUTBOUND PACING MECHANISM FOR IVR  
A pacing system and method for determining information related to a state of a call queue of an automatic call distributor (ACD). The information is based on a number of calls in the ACD queue...
US20090190749 Jumping callers held in queue for a call center routing system  
Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and...
US20140153710 DISTRIBUTED EVENT DELIVERY  
A distributed method of delivering events to agent devices. A first software module generates an event, e.g., a screen pop event or a ringing event, for delivery to a second module responsible for...
US20140254789 CUSTOMER-ENABLED EVALUATION AND CONTROL OF COMMUNICATION CENTER AGENT CONTACT  
A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets...
US20070036333 Method of handling overflow calls  
A method of handling excess telephone calls from a caller to an information providing center of an entity in which it is determined if a call to the information providing center of the called...
US20090116635 Handling of a Session Initiation Protocol-Capable Telecommunications Terminal that is Put on Hold  
A method is disclosed that enables the proper treatment of a queued call by a call center, or other data-processing system capable of queuing calls, in which the calling terminal of the queued...
US20090034711 Multiple Queuing and Servicing of a Contact  
A contact originator is given a choice to enqueue the contact in multiple contact queues, to serve multiple needs or interests of the originator. If the contact reaches the head of the queue for...
US20110307402 CONTACT CENTER EXPERT IDENTIFICATION  
A system evaluates callers, into a contact center, for possible employment. The evaluations occur while the caller waits in a contact center queue and provide a rating of the callers as potential...
US20080130865 CALL HOLD ENHANCEMENT FOR IMPROVED USER FEEDBACK  
A method for the enhancement of a call on-hold operation by the utilization of on-hold calling party feedback information, wherein the method comprises the steps of initiating a primary call from...
US20090136014 Method for Determining the On-Hold Status in a Call  
A system and method is provided for detecting a hold status in a transaction between a waiting party and a queuing party. The system is adapted to use a preexisting cue profile database containing...
US20080037764 CONNECTION RECOVERY IN A CALL CENTER  
In one embodiment, a method includes detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first...
US20150181040 SYSTEM AND METHOD FOR EXPOSING CUSTOMER AVAILABILITY TO CONTACT CENTER AGENTS  
A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be...
US20100195814 Notification method and system of call center  
A notification method and a notification system of a call center are disclosed. The method includes that the call center establishes a session with a client, inquires state information of agents,...
US20060256949 Systems and methods for callback processing  
Systems and methods for allowing a call center to accept and schedule callback appointments for the service of inbound calls at times which are convenient for the inbound caller as well as...
US20060115071 Method for detecting availability of non-traditional agent  
A method is provided for distribution and assignment of calls to an agent that has confirmed its current availability status. In one embodiment an agent is selected by the system and prompted for...
US20110206199 TIME-BASED WORK ASSIGNMENTS IN AUTOMATED CONTACT DISTRIBUTION  
A contact center is described and systems, methods, and devices for processing work items within the contact center are provided. An Estimated Contact Handling Time (ECHT) is computed for one or...
US20100189250 System and method for managing, directing, and queuing communication events  
A queue interface system and method for queuing voice calls for use with a communication system having queues includes a queue selector allowing a user to select a queue from a list of queues on a...
US20060008072 Telephony system and method  
An answering phone calls system, including means for implementing waiting options for the caller, in case it is not possible to answer the phone at that moment. The caller can choose between...
US20100172487 Method and system for managing interactive communications campaign using a hold queue  
A web-based hosted solution (a managed service or system) through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an...

Matches 1 - 50 out of 97 1 2 >