Matches 1 - 50 out of 184 1 2 3 4 >


Match Document Document Title
9031205 Auto-detection of environment for mobile agent  
An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective...
9031222 Automatic supervisor intervention for calls in call center based upon video and/or speech analytics of calls  
A method, a system and computer readable storage media facilitate establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a...
9020132 Contact center agent filtering and relevancy ranking  
Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle...
9020135 Dialog compatability  
A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past...
9015046 Methods and apparatus for real-time interaction analysis in call centers  
A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the...
8988478 Terminal and method for prompting service failure in the video telephone service  
A terminal and a method for prompting service failure in the video telephone service are disclosed, and the terminal comprises a processing module, a storing module and a setting module which are...
8989367 System and method for monitoring health of deployment states for a contact center  
A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The...
8958541 Intelligent network-based voice and data recording  
A method, a system, and computer readable medium comprising instructions for intelligent network-based voice and data recording are provided. A recording of a call from a caller to an agent is...
8938063 Contact center service monitoring and correcting  
A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the...
8917854 System to support contextualized definitions of competitions in call centers  
A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance...
8908856 Operator evaluation support device and operator evaluation support method  
An operator evaluation support device includes a speech recording unit that records speech times of a customer and an operator during a telephone call; a display recording unit that records a...
8885812 Dynamic customer satisfaction routing  
Embodiments of the present invention provide a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the...
8886722 Universal state-aware communications  
A communications system for general business environments that exploits knowledge of user state to provide advantages of efficiency and control for individual users and for the business. The...
8873733 Real-time feedback of survey results  
A system, method, and computer readable medium for feedback of survey results comprises a data center, a call center, and a survey platform communicably coupled to the data center and to the call...
8873734 Global logging and analysis system  
An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a...
8861710 Playing expected wait time on agent's notification  
Systems and methods for providing estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the...
8848900 System and method for automating skillset additions  
Embodiments of the invention provide systems and methods for updating customer service agent skillset definitions within a customer relationship management system. According to one embodiment,...
8839149 Information display method and apparatus of mobile terminal  
A method and apparatus for displaying a list of information items, which are selected depending on whether each information item contains certain information. An information display method...
8831206 Automated, data-based mechanism to detect evolution of employee skills  
A contact center is provided that includes a plurality of agents for servicing incoming contacts and an evolutionary routing mechanism that is capable of dynamically testing and analyzing the...
8824660 History management apparatus, history management method and history management program  
A history management apparatus includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history...
8811590 Adaptive, self-learning optimization module for rule-based customer interaction systems  
A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least...
8811591 Operating management of a call center  
To check the status of an agent assigned to a call center in which geographic areas are respectively associated with geographic area identifiers (IdZ) communication terminals (TC) are respectively...
8798242 Voice-related information in data management systems  
An instruction including one or more criteria is received. It is determined, based at least in part on the criteria, at least voice-related information in storage to which the instruction applies;...
8781098 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...
8781101 Operator management apparatus and method  
An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is...
8761373 System and method for determining IVR application flow from customer-service call recordings  
A system and method is provided for automatically generating an interactive voice response (IVR) application flow from recorded audio files of calls to or from an IVR system. The method includes...
8761375 Unpaid break time for contact center agents  
An agent's request for a break is indicated by a pause request and pause code, where the pause code indicates the reason for the break. In one embodiment, a pause request is analyzed to determine...
8761374 Category based organization and monitoring of customer service help sessions  
A method and computer readable medium are provided for monitoring customer support sessions based on at least one category associated with the customer support sessions. A request from an...
8744063 Playing expected wait time on agent's notification  
Systems and methods for providing estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the...
8737599 Interaction management  
A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self...
8731174 Early scheduled break allowance for contact center agents  
Various embodiments of the invention force a contact center agent to adhere to taking a scheduled break from handling communications for a contact center. In particular, a time corresponding to a...
8731176 Operator evaluation support device and operator evaluation support method  
An operator evaluation support device includes a speech recording unit configured to record speech times of a customer and an operator during a telephone call; a superposition identifying unit...
8718264 Automated agent availability detection  
A system for automatically detecting status of an agent in a call center is provided. The system may have a call center management system with a plurality of agent workstations coupled to the call...
8681970 Portable continuity object  
A method for providing continuity over a series of transactions is provided, comprising the steps of (a) creating a Portable Continuity Object (PCO) as a defined digital package by an instance of...
8675859 Implementing a contact center using open standards and non-proprietary components  
The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open...
8670552 System and method for integrated display of multiple types of call agent data  
Method and systems are presented for presenting multiple activities associated with one of a plurality of call center agents correlated in time. In one embodiment, the method comprises the steps...
8670553 Real-time monitoring of agent adherence  
A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one...
8670551 Contact center monitoring  
Methods and systems for providing a graphical depiction of a communication system incorporating multiple call centers distributed around the globe are provided. The user interface can present the...
8644489 Forced schedule adherence for contact center agents  
Various embodiments of the invention force a contact center agent to adhere to taking a scheduled break from handling communications for a contact center. In particular, a time corresponding to a...
8600359 Data session synchronization with phone numbers  
A method for administering a communication session includes initiating a session between a server and a user device, the user device associated with a user phone number, associating the user phone...
8594303 Unpaid break time for contact center agents  
An agent's request for a break is indicated by a pause request and pause code, where the pause code indicates the reason for the break. In one embodiment, a pause request is analyzed to determine...
8588396 Method for reporting activity of multi-appearance call-center agent  
A method and apparatus are provided for monitoring activities of a plurality of agents servicing a plurality of calls for an organization. The method includes the steps of monitoring a plurality...
8582751 Systems and methods for discovering customer center information  
A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality...
8532281 Sales force effectiveness call forward  
Embodiments of the invention provide systems, methods, and computer program products for sales force management that improves sales contacts, improves client service experience, and provides...
8531480 Data-driven layout engine  
Systems and methods for providing a user with increased flexibility and control over the appearance and behavior of objects on a user interface are described. Sets of objects can be grouped into...
8521572 Customer care support system with call avoidance processing  
Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A...
8515051 Determining and displaying application usage data in a contact center environment  
Embodiments disclosed herein provide systems and methods for processing and displaying call state and application usage information in a contact center environment. In a particular embodiment, a...
8494133 Enterprise speech intelligence analysis  
A method includes accepting, via an input interface, a caller identifier parameter and a target value of at least one call series parameter; identifying, using a data processor, a plurality of...
8488769 Non-scheduled training for an agent in a call center  
Call center agent training is provided on a non-scheduled basis and is characterized as having a duration that is less than a scheduling interval used to schedule the agent for their work shift,...
8488771 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...

Matches 1 - 50 out of 184 1 2 3 4 >