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8184800 |
High availability and operations architecture for IVR applications
A method for managing voice response services in a call center for interactive voice response (IVR) applications that provides full IVR call capacity during the installation and testing of new IVR...
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8184789 |
Apparatus, system, and method for automated call initiation
An apparatus, system, and method for automated call initiation. The method for automated call initiation includes initiating a call to a destination using a first communication line. The method...
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8180666 |
Real-time performance based incentives for company representatives in contact handling systems
Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and...
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8180662 |
Rapid deployment of training for company representatives in contact handling systems
Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and...
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8180026 |
Method and apparatus for managing a call
According to embodiments described in the specification, a method and apparatus for managing a call to a user associated with a destination communications device, the call initiated by a caller at...
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8175256 |
Call center system and method for obtaining interface invoke information
The present invention discloses a call center system and a method for obtaining interface invoke information to realize automatic analysis of the user behaviors. The method includes steps of...
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8170195 |
Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center
A computer readable medium for controlling a computer is provided. The computer readable medium comprises a plurality of code segments for controlling a computer. A code segment receives a...
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8165281 |
Method and system for mapping caller information to call center agent transactions
A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element...
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8160232 |
Dynamic message context driven application assembly for customer service agent productivity applications
Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program...
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8155297 |
System and method for providing call-back options
A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a...
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8155281 |
Cross-media voice mail notification and delivery
The subject mater herein relates to voice mail systems and, more particularly, cross-media voice mail notification and delivery. Various embodiments described herein provide systems, methods,...
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8155279 |
Method and system for routing calls based on a language preference
A method processes a call received from a caller over a communication network. The method determines a telephone number of the caller, and accesses an electronic database to determine a stored...
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8150011 |
Apparatus, method, and computer program product for geographic call center status and security
An apparatus, method, system, and computer program product are provided for producing a geographical mapping of the status, activity, security, work-force, and other information of call centers....
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8150020 |
System and method for prompt modification based on caller hang ups in IVRs
In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to...
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8150021 |
Proactive system and method for monitoring and guidance of call center agent
System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of...
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8139751 |
System and method to communicate information to an employee
Disclosed are systems and methods to communicate information to an employee using an electronic display area. The electronic display area may include a variety of placements in an employment area,...
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8139755 |
System and method for the automatic selection of interfaces
The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice...
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8140426 |
Auction procedure for use with a special purpose digital computer for an efficient achievement of limited resources in a competing environment
An auction procedure intended to replace the known review process by an auction based approach is provided. The better a submitted work by an author, the more this author may bid to have it appear...
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8135126 |
Methods and apparatus for providing live agent assistance
Establishing a conference between a customer at a customer terminal and a live agent at an agent station, by (a) accepting a call request from the customer terminal, (b) requesting that an...
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8130929 |
Methods for obtaining complex data in an interactive voice response system
Methods and systems using voice recognition can obtain complex data from a database using simple data obtained from a user. The database associates and stores complex data with simple data. The...
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8130934 |
Method and apparatus for providing network based muting of call legs
A method and apparatus for enabling a network service to provide a call center with an option that allows calling customers to mute their conversation prior to a customer care representative is...
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8130937 |
Use of speech recognition engine to track and manage live call center calls
A speech recognition engine monitors live call center calls between live callers and live operators and detects that certain key words are spoken. The detected key words can then be used as a basis...
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8126134 |
Systems and methods for scheduling of outbound agents
Systems, methods and computer-readable media for scheduling outbound agents are provided. A representative system incorporates a user interface and scheduling software that receives scheduling...
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8126121 |
Multi-modal communications method
A method of collecting information includes sending a text markup programming language query script, using a session initiation protocol message, to a communications device. The query script...
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8126135 |
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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8126133 |
Results-based routing of electronic communications
A method for performing results-based routing of telephone calls. Agents handle telephone calls seeking or inquiring into a product or service. Agents are distributed among agent pools, with each...
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RE43205 |
Skill based chat function in a communication system
The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining...
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8115777 |
Enhancing contact center interactions for people having impaired senses
A method and apparatus is provided for emulating an impairment of a person. The method comprises determining a type of sensory impairment of a person communicating with an agent endpoint device and...
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8116446 |
Agent driven work item awareness for tuning routing engine work-assignment algorithms
Architecture for providing deductive context to a contact center routing engine is provided. Specifically, when a first interaction or set of interactions is received by a first agent and that...
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8111812 |
Technique for emulating an instruction set in providing electronic messaging service through an information assistance provider
To facilitate managing his/her email through a Voice E-mail™ service, a user is allowed to select one or more sets of commands, with which he/she is familiar or prefers, to be emulated when the u...
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8102991 |
Method and system for automatic call distribution
A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication....
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8094790 |
Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one...
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8094802 |
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...
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8094796 |
Customer responding system, computer terminal, customer responding method and recording medium
When a call from external telephone network can not be forwarded to a telephone terminal used by a requested communicator, a client PC of the communicator who took the call, accepts an inputting of...
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8081745 |
Dynamic information publication enabling direct access to a preferred communication channel connection in integrated communication server
The method and system guides a user to easily and effectively communicate with a potential recipient via an integrated communication server. The integrated communication server will track and...
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8073129 |
Work item relation awareness for agents during routing engine driven sub-optimal work assignments
In one embodiment, a contact center 100 includes: (a) a queue 208 to contain a pointer to a first contact from a first customer;(b) a selector 220 to select a first agent to service the first...
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8072909 |
Apparatus and method for notification of a party in a telephone conference
Systems, methods, and machine-readable articles of manufacture enable private notification of a participant in a telephone conference. In representative embodiments, a system receives a telephone...
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8068596 |
Call center system for multiple transaction selections
A method includes displaying a transaction menu that includes multiple selectable call center agent transactions. A plurality of selected transactions are ordered into a list of selected...
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8068594 |
Communication center methods and apparatus
A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable....
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8068595 |
System and method for providing a multi-modal communications infrastructure for automated call center operation
A multi-modal call is accepted from a caller through a telephony interface, which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the...
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8068592 |
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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8068597 |
Method and apparatus for processing customer contacts using a state machine
A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a...
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8054959 |
Telephone exchange apparatus and incoming call transfer control method of the apparatus
According to one embodiment, a telephone exchange apparatus includes a memory and a calculation module and a controller. The memory stores data associating a caller ID specifying a caller and a...
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8046472 |
System and method for expert service providers to provide advice services through unique, empowered independent agents to consumers
The present invention provides techniques for managing, supporting and empowering Independent Agents to offer a method for enabling expert Service Providers to deliver, and charge for, advice to...
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8045700 |
System and method of providing voice communication
A method is presented of providing voice communication, including receiving at a set-top box device a selection of a first contact, receiving data indicating that a first call has been placed to a...
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8045696 |
Method and apparatus for determining customer routing in a call center
A method, apparatus and computer program product for determining customer routing in a call center is presented. Information relating to a customer in a communication session with the call center...
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8041013 |
Transferring multiple dialogs of a call
Communicating a call having a number of dialogs includes initiating a call between a first endpoint and a second endpoint. A first connection for a primary dialog of the call is established...
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8041365 |
Location-based survey via mobile device
A system and method are provided for obtaining information on inquiries related to location dependent facts utilizing mobile networked communication devices and preselected respondents who obtain...
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8036371 |
Utilizing small group call center agents to improve productivity without impacting service level targets
In a call center, a plurality of agents comprises at least a first group associated with a first skill and a second group associated with a second skill. The second group may have a substantially...
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8036365 |
Communication assistance system and method
A communication assistance system is provided for accessing information corresponding to a plurality of subscribers. This system is comprised of a telephone switch for receiving calls from a...
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