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Match Document Document Title
9036802 System and method for avoiding hold times on a telephone call  
A method and system including receiving a communication from a source, the communication including a request to connect to a destination, connecting, via a communication link, to the destination,...
9036807 Method and system for routing messages and connecting users associated with live-connected content  
According to one embodiment, a first request of a first user is received for communicating with an agent concerning a content item of a media presentation presented to the first user. In response,...
9020138 Targeted issue routing  
A contact received by a service center from a customer may be assigned to one of a plurality of agents or representatives based on any prior experience with the customer or with the contact, any...
9020142 System and method for generating forecasts and analysis of contact center behavior for planning purposes  
A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with...
9020137 Matching using agent/caller sensitivity to performance  
A method, system and program product, the method comprising: obtaining for calls in one set of calls a respective pattern representing one or multiple different respective data fields; obtaining...
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...
9014362 System and method for processing multi-modal communications within a call center  
A system and method for processing multi-modal communications is provided. A call is received into a call center via a telephone. The call includes an inquiry of incoming speech utterances from a...
8995646 System and method for identifying a caller via a call connection, and matching the caller to a user session involving the caller  
A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the...
8995645 System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call  
A system and method for routing an agent to a preferred communications platform in order to receive a customer call. The system may include a web server call notification module that receives an...
8995644 System and method for exposing customer availability to contact center agents  
A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be...
8983055 Quality review of contacts between customers and customer service agents  
A user of a personal computing device may identify an item of interest provided by a network-based service for which additional information is desired. Customer service agents (CSAs) of the...
8971521 Method for automated handling of outbound contacts requiring assured connection to a live agent  
A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound...
8964961 Method of routing a session from a calling party in a serving communication network of the calling party to a called party  
A method of routing a session from a calling party in a serving communication network of the calling party to a called party is described. The serving communication network of the calling party is...
8953775 System, method, and apparatus for determining effectiveness of advanced call center routing algorithms  
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, simultaneously...
8948372 Contextual lead generation in an automated communication link establishment and management system  
Methods and systems are disclosed herein for contextual lead generation in an automated communication link establishment and management system. In addition, systems and methods are disclosed for...
8948370 System and method for telephone call routing using a relational routing matrix  
A system, method, apparatus, means, and computer program code is provided wherein a telephone call is received. A telephone call routing matrix is accessed, from a relational database platform, to...
8929537 Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation  
Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles;...
8929533 Peer to peer contact center  
A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects...
8903075 Customer/subscriber/user identification via utilized service node/point  
Management of call center call routing is provided. Service calls directed to a call center may be routed for processing based on an identification of a service node of a caller. The service node...
8903077 Assignment management apparatus, assignment management method, and assignment management program  
An assignment management apparatus includes: a traffic acquisition unit that acquires traffic per unit time; a storage unit that stores traffic per unit time when an operator is assigned, as...
8879715 Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation  
Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning...
8873739 Instant message contact management in a contact center  
The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special...
8873732 Systems and methods for scheduling of outbound agents  
A system for scheduling outbound agents comprises an instruction execution system. The instruction execution system is configured to identify a workload comprising a plurality of outbound...
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...
8873736 Process for capturing site maintenance and repair information and creating a closeout package in near real time  
A process and system for capturing site maintenance and repair information and creating a closeout package in near real time. The process involves an on-site technician calling into a call center...
8867731 System and method for web-based real time communication with optimized transcoding  
A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A...
8861709 Method for indicating call-center agent availability  
A method for informing a caller of the availability of a call-center agent who can assist the caller without some of the disadvantages of the prior art is disclosed. In accordance with the...
8837705 Real-time probability based contact handling time  
Systems and methods are provided to estimate the amount of service time left in a contact with a contact center. A system records metadata factors associated with contacts and the service time for...
8831207 Targeted issue routing  
A contact received by a service center from a customer may be assigned to one of a plurality of agents or representatives based on any prior experience with the customer or with the contact, any...
8825507 System and method for self-scheduling of service representatives  
A system and method for facilitating service representatives' self-scheduling of work. Work may be released for a given work period (e.g., one week) in multiple rounds, with the period being...
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...
8804941 Systems and methods for hybrid delivery of remote and local technical support via a centralized service  
The present solution is directed to a hybrid customer support model for providing remote online support service in conjunction with local onsite support service. A local technician provides on...
8804938 Computer-implemented system and method for processing user communications  
A computer-implemented system and method for processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as...
8798256 System and method for telephone call routing using a relational routing matrix  
A system, method, apparatus, means, and computer program code is provided wherein a telephone call is received. A telephone call routing matrix is accessed, from a relational database platform, to...
8798254 System and method for recording and distributing customer interactions  
A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the...
8787548 System and method for distributed communication control within an enterprise  
Systems and methods for providing distributed call control are provided. In exemplary embodiments, a communication user interface is provided on a client device associated with an individual. The...
8787552 Call center issue resolution estimation based on probabilistic models  
A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate...
8781099 Dynamic force management system  
Network workforce data for a first group of agents that work during a first time interval is received at a networked computer. The network workforce data for the first group of agents is fitted 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...
8781107 Managing electronic consent for calling campaigns  
A hosted list service provider (“HLSP”) provides list management services for compliance purposes. The HLSP receives electronic consent information from an enterprise that may comprise a telephone...
8774387 System and method for avoiding hold times on a telephone call  
A method and system including receiving a communication from a source, the communication including a request to connect to a destination, connecting, via a communication link, to the destination,...
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...
8750485 Operating a call center based upon line information database (LIDB) data  
A method, system and apparatus for processing a call in a call center using information stored in the LIDB. A call center which has been configured in accordance with a preferred aspect of the...
8750484 User-programmable call progress tone detection  
A telecommunications system is disclosed that enables a telecommunications switch to be “user” programmable in the “field”—in contrast to only programmable by the manufacturer or third-party...
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...
8732034 Method, medium, and system for providing leads to an agent in exchange for credits  
A system, method, and computer readable medium for authorization of independent agents for processing calls and distribution of calls to authorized agents are provided. An independent agent may...
8731178 Systems and methods for routing callers to an agent in a contact center  
A methods for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing...
8718265 Method and apparatus for routing a call to a subject matter expert via a packet network  
A method and apparatus for routing a call to a subject matter expert via a packet network is described. In one embodiment, a request to route said at least one call to the SME is received. A...
8718269 Risks for waiting for well-matched  
A contact center which provides the ability to, among other things, support deferring work assignment decisions while simultaneously assessing the risks associated with such a deferred decision....
8705723 Systems and methods for scheduling contact center agents  
Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first...

Matches 1 - 50 out of 222 1 2 3 4 5 >