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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...
9025757 Call mapping systems and methods using bayesian mean regression (BMR)  
A method, system and program product, the method comprising: determining a distribution of real agent performance from previous real agent performance data; determining a set of hypothetical...
9020125 Recording invocation of communication sessions  
Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises:...
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...
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...
9020133 Call occupancy management  
A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work...
9020134 System and method for automated assignment of monitoring in a contact center  
A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of...
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...
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...
9014363 System and method for automatically generating adaptive interaction logs from customer interaction text  
A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system...
9008300 Complex recording trigger  
Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated...
8995647 Method and apparatus for routing a call using a hybrid call routing scheme with real-time automatic adjustment  
A method, non-transitory computer readable medium, and apparatus for routing a call using a hybrid call routing scheme are disclosed. For example, the method receives a call for a customer agent...
8989368 Method and apparatus of analyzing customer call data and related call information to determine call characteristics  
A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an IVR type system or a live agent. An example method of processing the call may include...
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...
8976954 Recording invocation of communication sessions  
Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises:...
8971517 System and method for processing agent interactions  
Embodiments are disclosed herein for processing agent interactions. In a particular embodiment, a method provides receiving interaction data describing states and transitions between states within...
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...
8953774 Apparatuses, methods and systems for accessing a new customer service representative and for monitoring customer service  
This disclosure details the implementation of methods, systems and computer program products for a customer satisfaction engine (CSE). Embodiments of the CSE allow callers to key in customer...
8948369 Method and system for optimizing performance within a contact center  
A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center...
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...
8929535 Aural volume feedback in call center  
An aural volume feedback system is implemented in a center having a plurality of agents working thereat. Each agent is situated at a work station for being in calling contact with a client. At the...
8923501 Method and system for managing contacts in a contact center  
A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and...
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...
8903078 Communication session assessment  
A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include...
8903061 Storage, processing, and display of service desk performance metrics  
An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking...
8896445 Alert analyzing apparatus, method and program  
An alert analyzing apparatus includes: a storage unit that stores a first value and a preset second value in association with time-of-day information, the first value fluctuating as time elapses;...
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...
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...
8861707 Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location  
Systems and methods for monitoring computer user screen an telephone activity from a remote location are provided. The method includes the steps of recording data corresponding to two actual...
8861708 System and method for monitoring a voice in real time  
The invention relates to a system and a method for real-time monitoring and analyses of a conversation of an agent by capturing and processing a plurality of features of the speech of the agent...
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,...
8842818 IP telephony architecture including information storage and retrieval system to track fluency  
In one embodiment, an enterprise network is provided that includes subscriber communication devices 120, 148, and 150, an archival server 128 to store representations of communications between...
8837709 Distributed hardware/software system for managing agent status in a communication center  
An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for...
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...
8824655 Routing inbound communications across call centers and the like  
Communications within a communication management network are routed according to a dynamic scorecard routing method in which communication routing decision attributes of communication route...
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...
8811592 Script compliance using speech recognition and compilation and transmission of voice and text records to clients  
Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice...
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...
8811593 Call center agent centric speech decoding system and method with quality assurance function  
The computerized call center method and system decodes agent and customer communications sessions. Questions and answers (Q&A) are displayed to the agent based upon decoding of agent speech using...
8804914 Method and apparatus for processing of a toll free call service alarm  
A method and apparatus for automatic processing of toll free call service alarms are disclosed. For example, the method receives a trouble ticket by a service provider for a toll free call service...
8787532 Semi automated review of contact center agent performance  
A system for semi automated review of contact center agent performance, comprising a data manager, an evaluator user interface, a speech analytics engine, an automated evaluator software module, a...
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...
8781100 Probability multiplier process for call center routing  
Systems and processes are disclosed for routing callers to agents in a contact center based on similar probabilities for an outcome variable. An exemplary probability multiplier process includes...
8781102 Method and system for analyzing a communication by applying a behavioral model thereto  
A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first...
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...

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