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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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7418095 |
System and method for providing caller activities while in queue
A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The...
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7418092 |
Virtual call center
A system and methods are provided for enabling real-time call control. with minimal requirements for dedicated telecommunications PBX and dedicated switching equipment. Dynamic call routing is...
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7412046 |
Customer relationship management for customer service requests
Providing customer relationship management (CRM) between a communications service operator and their customers includes obtaining information about a requested communications service requested by a...
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7406168 |
Connection manager for integrating legacy telephony environments and IP networks
In a telephony call management system, a method of distributing calls among a plurality of packet-based load balancing resources can include receiving over a telephony channel a call request...
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7406515 |
System and method for automated and customizable agent availability and task assignment management
A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent...
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7406171 |
Agent scheduler incorporating agent profiles
Systems and methods for scheduling of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of forecasting network data for a future time...
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7406169 |
Method and system for automated unit service requests from a telematics unit
The current invention provides a method for automated unit service requests from a telematics unit. A unit request call trigger is set at the telematics unit from a call center. A unit request call...
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7400879 |
Method for conducting mobile communications for a network
A method for facilitating incoming and outgoing calls in a mobile communication system using a server or software located on a third-party server is provided. An electronic attendant allows users...
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7391856 |
Intelligent switching system for voice and data
A teleconferencing system for voice and data provides interconnections among user sites via a central station. User stations at user sites each alternate operation between a data mode connecting a...
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7386115 |
Combined caller and agent endpoint manager
A method and apparatus are provided for supporting client calls within a private computer network of an organization having a plurality of agents. The method includes the steps of detecting receipt...
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7386850 |
Arrangement for scheduling tasks based on probability of availability of resources at a future point in time
A resource task-completion forecaster (122) of an ACD (104) determines a probability that an agent (156) will complete servicing a presently-assigned call by a specified time horizon h. The...
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7379537 |
Method and system for automating the creation of customer-centric interfaces
A method and system for automating the creation of customer-centric interfaces includes a customer-centric interface system automatically creating a customer-centric interface, a collection engine,...
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7376228 |
Call center management systems
A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central...
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7372957 |
Method and apparatus for implementing call processing in packet telephony networks
Various method and apparatus are provided to perform call routing, queuing and other call processing in packet telephony networks. In one embodiment, an automatic call distributor (ACD) system to...
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7372950 |
Method for supporting the communication of information via a communications system
The invention concerns a method for supporting the communication of information via a communications system, as well as a service unit, an electronic agent, software products and servers for...
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7372956 |
Method and apparatus for providing an interactive home agent with access to call center functionality and resources
A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a...
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7369653 |
Method of delivering enterprise data through a call center
A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client...
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7366285 |
Multi-modal communications method
A method of collecting information is provided. The method includes sending an interactive text markup programming language script, using a session initiation protocol (SIP) message, to a...
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7362854 |
Portable electronic device having integrated telephony and calendar functions
The phone number or other identifying information of an incoming phone call or other network communication is optionally stored, and a call-back is optionally scheduled. The user is prompted...
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7356139 |
Computer telephony integration (CTI) complete hospitality contact center
Methods and systems are disclosed for enabling a dynamic hospitality contact center (DHCC) that leverages the assets of a hospitality center's communications systems including internal...
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7349529 |
Contact center conferencing of e-mail message
The method or system for conferencing an email message such that two or more individuals can simultaneously answer an email message and input their individual expertise on a solution or answer to...
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7349534 |
Call routing from first to second dialog of interactive voice response system
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for...
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7336778 |
Call handling logic
A method for routing calls in a communication system comprising a network and a plurality of terminals associated with a single subscriber identity, the method comprising: receiving a request to...
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7324640 |
Transaction outcome state mapping
A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an...
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7302051 |
System and method for providing an automatic telephone call back from information provided at a data terminal
The system and method provides an automatic telephone call back in response to a request for assistance made at a remote data terminal by an inquiring party. The inquiring party provides...
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7299259 |
Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system...
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7295668 |
Predictive dialing by monitoring progress of agent script
A call centre includes a plurality of agent workstations, each agent workstation comprising means for entering information obtained from a telephone respondent in response to questions prompted by...
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7292684 |
User information management program and user information management device
Transmission-record information is created based on information that has been transmitted to a user communication device in response to a first user call for utilizing an information provision...
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7286661 |
Systems and methods for scalable hunt-group management
The present invention provides systems, methods, and apparatus for semi-stateless scalable and distributed management of telephone hunt group features in a PBX. In particular, the invention...
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7274787 |
Scheduled return to queue with priority (SRQP)
A system and method of distributing contact volume in a contact center when the volume of incoming calls greatly exceeds the number of agents currently answering calls. In an embodiment of the...
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