|
Match
|
Document |
Document Title |
|
|
7657021 |
Method and apparatus for global call queue in a global call center
The present invention is directed to a contact center, comprising: (a) a plurality of media servers 112a-n, each of the media servers being associated with a plurality of corresponding agent...
|
|
|
7657020 |
Call routing system and method of using the same
A call routing system can be used to route calls. An action object identifier, a result identifier, and a reason identifier can be generated in response at least in part to a call. The call can be...
|
|
|
7653195 |
Apparatus, system, and method for disposing of a call
An apparatus, system, and method are disclosed for disposing of calls. The apparatus includes a call initiation module, a transfer module, and a presentation module. The call initiation module...
|
|
|
7630486 |
Method and system for handling a queued automatic call distributor call
A method for handling a queued automatic call distributor call includes receiving a call from an endpoint of a caller over a first connection. The call comprises a request for service. The method...
|
|
|
7630905 |
Call campaign methodologies
A method for minimizing the number of overdials attributable to a party comprising the steps of: (1) placing a telephone call using a predictive dialer and a call list; (2) monitoring call center...
|
|
|
7627109 |
Call center system for multiple transaction selections
A user interface for an agent of a call center comprises a transaction menu that lists possible transactions that the agent can fulfill. Multiple transactions selected by the agent from the...
|
|
|
7623650 |
Universal multi-browser interface for customer service representatives
A computer-implemented method for providing customer service, comprising providing an external user interface (UI) remotely accessible by customers via a global computer information network;...
|
|
|
7623651 |
Context retention across multiple calls in a telephone interaction system
A method of providing information to a user in a telephone interactive system includes receiving a new call. A comparison is then made between an identifier associated with the new call with stored...
|
|
|
7623632 |
Method, system and software for implementing an automated call routing application in a speech enabled call center environment
A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the...
|
|
|
7620169 |
Waiting but not ready
The invention is directed to a system for distributing contacts to a plurality of resources in a contact center, comprising at least one resource 104 for serving contacts 114; at least a first set...
|
|
|
7616756 |
Call center first access resolution
A call center is operated to increase customer satisfaction and reduce costs by resolving requests during a first access. Common most frequently asked questions are identified and categorized into...
|
|
|
7616757 |
Scalable call center telecommunications system
A telecommunications system for a call center. In one preferred embodiment, the telecommunications system includes a plurality of call stations coupled in a peer-to-peer network, each of the call...
|
|
|
7613452 |
System and method for providing communications services
An enhanced services system for a telecommunications network includes operator equipment accessible by an operator, and a routing system for routing a call from a caller to the operator equipment....
|
|
|
7609829 |
Multi-platform capable inference engine and universal grammar language adapter for intelligent voice application execution
A voice application creation and deployment system includes a voice application server for creating and serving voice applications to clients over a communication network; at least one voice portal...
|
|
|
7609825 |
Method and apparatus for automated billing and crediting of customer accounts
An account management system (100) is coupled to a service center (101) serving a number of customers (108). The account management system has a communications interface (110), a memory (104), and...
|
|
|
7606360 |
Automated system and method for handling human and caller queues
A system for handling service requests received from end-users that include telephone callers and persons who are physically present at a branch or store. The system includes an ACD and a ticket...
|
|
|
7606359 |
Methods and apparatus for automating the servicing of telephone calls including requesting directional and/or other types of information
Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for...
|
|
|
7602898 |
System and method for providing computer assisted user support
The disclosure is directed to a customer support call system including an interactive voice response system configured to receive a customer support call and configured to determine a caller...
|
|
|
7596504 |
Management of support center calls
A computer system and program product for managing support of an application. First program instructions receive a request to view contact information for support people for the application, and in...
|
|
|
7593522 |
Call center user interface and methods of using same
Methods and apparatus for a call center system are disclosed for an agent to answer calls from customers of a business. A disclosed example call center system has a database to store customer data...
|
|
|
7593523 |
System and method for providing incoming call distribution
A method and system of routing incoming call is disclosed. An incoming call is received at a call center of a language interpretation provider. The incoming call is made by a customer requesting...
|
|
|
7593521 |
Call processing system
A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes...
|
|
|
7590232 |
System and method for tracking individuals
A client identity verification system and method which includes receiving a spoken voice sample from a client. Identifying the match of the client, verifying client information, changing parameters...
|
|
|
7577246 |
Method and system for automatic quality evaluation
A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or...
|
|
|
7573998 |
Methods and systems for management of data for multiple call centers
Computer-implemented methods and systems for management of real-time and historical data for multiple call centers in which real-time and historical data are received electronically from a...
|
|
|
7555114 |
System and method for analyzing outbound calling campaigns
A system and method for analyzing calling campaigns uses human call monitors that listen to calls initiated by an automated calling system. In one embodiment, the call monitors listen to calls as...
|
|
|
7542560 |
Guest services management service
A method, system and apparatus for managing guest services to a telephone subscriber using identifying information provided through the PSTN to a guest services management center. In accordance...
|
|
|
7542561 |
Method and system for queuing calls based on call time commitment
A method for routing calls of an automatic call distributor system includes receiving a call from a caller requesting connection with an agent and providing the caller with an option to commit to a...
|
|
|
7539296 |
Methods and apparatus for processing foreign accent/language communications
Techniques for improving the efficiency of foreign accent/language communications processing are disclosed. For example, in one aspect of the invention, a technique for processing a call received...
|
|
|
7539295 |
Method for creating and maintaining threads of phone/email/fax/SMS conversations
A method for creating and maintaining threads of communications comprises accepting an electronic-communication call from a caller, determining if the caller is a new or previous caller by...
|
|
|
7529362 |
System, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
Automated, computer-based systems, method, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals...
|
|
|
7519665 |
Multi-channel processing control device and multi-channel processing control method
Multi-channel processing control device and method that efficiently performs enhanced customer service geared to the channel and service characteristics, and that can be readily modified to suit...
|
|
|
7519173 |
Method for managing resources in a multi-channeled customer service environment
A method for managing custom relationship management (CRM) resources including communicatively linking a service router to a plurality of service resources. For each of the service resources, at...
|
|
|
7512224 |
Call transfer service using service control point and service node
A communication monitor for transferring a communication to a second recipient from a first recipient includes an identifier receiver that receives at least one subscriber-defined transfer...
|
|
|
7512545 |
Method, software and system for developing interactive call center agent personas
A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population...
|
|
|
7492887 |
Network group pickup
A system and apparatus for enabling supplementary service functions, such as group pickup, to be implemented in a communication network having one or more local servers. The group pickup system is...
|
|
|
7486785 |
Method for customer recognition and management
A method for handling a customer call in a customer relationship management system can include, responsive to receiving a telephone call from a caller, receiving caller biometric information via...
|
|
|
7486781 |
Release link trunking for IP telephony
Methods and systems are provided that use resources more efficiently for calls originating and terminating in a first address space that use services in an IP address space. A call is established...
|
|
|
7483527 |
Method for operating a call-centre
In a call-centre, external telephone calls form customers are distributed to terminals so that they can be answered by agents. The invention relates to a method for operating a call-centre, wherein...
|
|
|
7469047 |
Integrated ACD and IVR scripting for call center tracking of calls
A method of tracking calls received within a call center is disclosed. A call is received within a call center switch that is connected to a call center via a host interface link (HIL). The call...
|
|
|
7463730 |
System and method for caller confirmation of call center agent notes
A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer...
|
|
|
7460659 |
Best practices learning for agents in a communication system
The method and apparatus teach agents in a communication system, such as an automatic call distribution system. In a first step of one embodiment of the method, a previously stored call transaction...
|
|
|
7457403 |
Method and apparatus for determining a real time average speed of answer in an automatic call distribution system
A method is provided for automatically updating a “Real Time” Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This “re...
|
|
|
7450695 |
Method and system for routing calls based on a language preference
Systems and methods for processing a call are disclosed. Generally a stored indication of a user's language preference is accessed in response to receipt of a call initiated by the user. The call...
|
|
|
7440567 |
Healthcare virtual private network methods and systems
Methods and systems are disclosed for enabling a healthcare virtual private network (VPN) that leverages the assets of a shared, interconnected network of legacy systems. A data connection is...
|
|
|
7430290 |
Virtual queuing support system and method
A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of...
|
|
|
7428301 |
Method and system for the exit protocol of an emergency medical dispatch system
A method and system for receiving, processing and responding to emergency medical calls by emergency dispatchers is described. A consistent, standard and systematic process is provided which in...
|
|
|
7426188 |
Method and apparatus to facilitate variable-rate call management operations
A network element (20), such as a PDSN or home agent, upon determining (11) a need to effect a call management operation, then determines (12) whether to constrain the facilitation of that call...
|
|
|
7424718 |
Method and system for presenting events associated with recorded data exchanged between a server and a user
Events associated with recorded data exchanged between at least one user and at least one server are presented to a user. A set of events associated with the recorded data is defined, and each...
|
|
|
7421072 |
Location-based bridging in call centers
A call center apparatus for automatically bridging a mobile user (e.g., a supervisor, etc.) into an existing conversation between a telephone operator and a caller is disclosed. The illustrative...
|