Matches 1 - 25 out of 25
Match Document Document Title
7426267 Declarative ACD routing with service level optimization  
A method including determining a current rate of satisfying a service level agreement constraint, wherein the service level agreement constraint is associated to selected ones of each incoming...
7346151 Method and apparatus for validating agreement between textual and spoken representations of words  
A method and apparatus are disclosed for validating agreement between textual and spoken representations of words. A voice input verification process monitors a conversation between an agent and a...
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...
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...
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...
7230946 Remote agent access method to a VoIP contact center where high QoS is not supported  
A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data...
7103562 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 provided. The method includes receiving performance information from a performance monitoring system associated with the...
7046789 TracM-task and resource automation for call center management  
A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources...
6970554 System and method for observing calls to a call center  
An observation system for observation calls to a call center includes an automatic call director (ACD) unit, an interactive voice response (IVR) unit, and a recorder unit. The ACD receives incoming...
6882723 Apparatus and method for quantifying an automation benefit of an automated response system  
An automation benefit of an automated call processing center is quantified as saved agent-time by gathering event-sequence data for a plurality of calls received by the call processing center;...
6868153 Customer touch-point scoring system  
A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured...
6847715 Method and system for informing callers within a queue  
A system for implementing a technique for operatively integrating an automatic call distributor and an interactive voice response unit is disclosed. Upon receiving and storing an interaction input...
6823062 Arrangement for predicting call-center status in a network call-routing system  
A router routes calls to a network of call centers based on estimated call in-queue wait times (EWTs). The router periodically polls all call centers for the EWT and average advance time (AAT) of...
6760414 Personal computer banking system and method  
A personal computer banking system and method in which a personal computer is connected by a network service provider directly to a host computer system of a bank such that customer service...
6700971 Arrangement for using dynamic metrics to monitor contact center performance  
An arrangement ( 100 ) for monitoring contact-center ( 104-108 ) performance automates the monitoring process by using a database schema ( 250-270 ) that records ( 200-224 ) the contact center to...
6694009 Estimation of a work item's wait-time from the present stages of processing of preceding work items  
To improve the prediction of wait times of calls ( 23 ) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call...
6490350 Monitoring system for telephony resources in a call center  
An automated monitoring system monitors telephone resources in a call center. The call center may include agent stations at which agents are stationed to handle calls. A monitoring server monitors...
5867572 Customer queuing arrangement  
A customer queuing system receives telephone calls on one port of a switching system for handling by servers attached to output ports of the switching system. The queuing system estimates the...
5854832 Monitoring system and method used in automatic call distributor for timing incoming telephone calls  
A monitoring system (200) and method for an automatic call distributor (100) which selectively interconnects an incoming telephone call from a caller and one of a plurality of agents are provided....
5790635 System and method for automatic monitoring of active telephone calls in a telephonic switch  
A monitoring system and method for substantially automatically monitoring active incoming telephone calls being routed through a telephone switch, such as an automatic call distributor (ACD). The...
5740233 System and method for statistical diagnosis of the operation of an automated telephone system  
There is disclosed a system and method for monitoring the performance of a multi-line automated telephone system and detecting complete or intermittent faults on the incoming phone lines and in...
5327490 System and method for controlling call placement rate for telephone communication systems  
A system and method is disclosed for controlling call placement rates for telephone systems providing call pacing system in which outbound calls are automatically paced so that as attendants become...
5247569 System and method for controlling outbound and inbound calls in a telephone communication system  
There is disclosed an inbound/outbound call handling system and method in which outbound calls are automatically paced so that as attendants become available a valid call is completed to be handled...
5185780 Method for predicting agent requirements in a force management system  
A method for predicting a number of agents required to provide a given service level in a force management system is described. The force management system has the capability to generate call...
4694483 Computerized system for routing incoming telephone calls to a plurality of agent positions  
A telephone call routing system for routing incoming telephone calls assigns each such incoming call to a selected one or more of a plurality of agent display modules. The agent display module has...
Matches 1 - 25 out of 25