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7386102 |
System for remote control of an automated call system
A system for automatically generating and controlling a plurality of outgoing telephone calls from a first physical location, includes displaying, in a second physical location that is physically...
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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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7376227 |
Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center
A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact...
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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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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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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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7336779 |
Topical dynamic chat
The present invention is directed to a customer contact 100 in which a session monitor 140 identifies and implements multi-customer sessions. A conferencing function 136 connects the...
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7333601 |
Telephone-receiving call center system
A call center system used for receiving incoming calls in accordance with the present information has a plurality of terminals, an incoming-call control apparatus and an exchange. Each of the...
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7328002 |
Communications terminal, communication control method and program
Wireless electronic payment of a cellular phone to a commercial company for commodities and/or services, received from the company, through the company's register and a non-contact IC of the...
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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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7321657 |
Dynamic force management system
Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given...
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7315617 |
Method and system for managing calls of an automatic call distributor
A method for managing calls of an automatic call distributor includes receiving a call from a user over a first connection with a first endpoint of the user. The call comprises a request for...
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7313232 |
Monitoring for operator services
The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections...
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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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7298734 |
Method and system communication system message processing based on classification criteria
A system and method that provides for an exchange of messages and associated data across a plurality of communication network system entities for one or more communications networks, wherein the...
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7295669 |
Call center telephone and data flow connection system
A method and system for transferring telephone calls and data between computer programs in a call center. Flow connection modules associated with call center application programs allow data and...
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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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7289624 |
Managing use of experts by callers waiting in a hold queue
A method, system, and program for managing use of experts by callers waiting within a hold queue are provided. First, a call on hold in a hold queue is transferred to an expert system responsive to...
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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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7277536 |
Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center
A transaction server system is provided for routing and processing telephony events in a multi-tenant communication center. The transaction server system comprises a CTI-enabled routing point...
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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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7274784 |
Methods, systems, and computer program products for routing calls based on the originating network
A method of routing calls in a communication system. A call is received from an originating network in the communication system. The identity of the originating network is determined, and the call...
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7272627 |
System and apparatus for pre-routing network events
A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at...
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7266192 |
Retrieval of data related to a call center
In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers....
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7257219 |
Routing data based on comparative income values
To select routing of communications in a network with a plurality of paths between a first location and a second location, a routing choice is determined from among the plurality of paths based at...
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7257218 |
Presence enabled queue management
The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requestors of information with qualified resources capable of...
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7257217 |
Call features for automatic call distribution system
Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred...
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7249321 |
System and method for selection of a voice user interface dialogue
A communication system includes a criteria matrix for calculating a dialogue score in response to a request for a dialogue model from a dialogue node within a communication action. The criteria...
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7245714 |
Computer telephony integration hotelling method and system
A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the...
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7242760 |
Automatic detecting when an agent is available
An arrangement is provided for enhancing the operational capabilities of a call center by automatically detecting when an agent is available. When an agent answers a routed call, corresponding to a...
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7239691 |
Method and system for handling calls in a communication network
A call processing system receives a call request, and in response, generates a call identification, establishes context information, and transfers the call identification and the context...
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7236584 |
Method and apparatus for providing fair access to agents in a communication center
A system for granting access to agents at a communication center in response to requests for connection from network-level entities starts a fairness timer having a fairness time period when a...
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7233980 |
System and method for dynamic queuing in an automatic call distributor
A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services...
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7231035 |
Method and apparatus for entertaining callers in a queue
One embodiment of the invention provides for receiving a call from a caller, the call being associated with a first merchant; placing the call in a queue; determining a second merchant; and...
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7215760 |
Outbound dialing decision criteria based
A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine,...
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7215759 |
Hold queue wait estimations
A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be...
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7215758 |
Generating media-specific interaction control programs
Apparatus includes a communications processor to receive and route communications from a plurality of communications mediums. A plurality of program generators is coupled to the communications...
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7215757 |
System and method to provide automated scripting for customer service representatives
A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and...
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7212624 |
Using information about software events to route contacts in a contact center
A need exists to provide software support in a simple and effective manner over long periods of time. At the same time there is a need to allow contact centers to route calls appropriately when...
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7197131 |
Web-based network monitoring tool
A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other...
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7197130 |
Dynamic load balancing between multiple locations with different telephony system
An allocation component allocates its received calls among a plurality of telephony systems including a first telephony system and a second telephony system. A first routing protocol (RP) component...
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7184541 |
Method and apparatus for selecting an agent to handle a call
A system, method, apparatus, means, and computer program code for selecting an agent to handle a call are provided. According to some embodiments, multiple agents may take or handle calls. Each...
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7184540 |
Personality based matching of callers to agents in a communication system
The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the...
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7180994 |
Method and system for operator services automation using an operator services switch
A telecommunications system includes a front end automation system, an operator services switch, an automated operator, and an automation data server. The front end automation system interacts with...
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7180993 |
Associating call appearance with data associated with call
A distributed telephone answering system has intelligence distributed to a plurality of workstations. Each workstation may connect to a plurality of long distance telephone networks. Also, each...
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7174365 |
System and method for controlling one or more multipoint control units as one multipoint control unit
A video teleconferencing system for controlling multiple multipoint control units (MCU) from a single apparatus. The system utilizes a Virtual MCU (VMCU) ( 110 ) to communicate with a plurality of...
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7174011 |
Telephone call center with method for providing customer with wait time updates
A method and system for use with a customer call center that processes telephone calls. If the customer is placed on hold at anytime during the call, the customer is provided with an audio...
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7174010 |
System and method for increasing completion of training
Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to...
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7170991 |
Method and system for utilizing proxy designation in a call system
A method for utilizing proxy designation in a call system includes receiving a call from a first user over a first connection with a first endpoint of the first user. The method includes receiving...
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