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8180039 |
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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8175256 |
Call center system and method for obtaining interface invoke information
The present invention discloses a call center system and a method for obtaining interface invoke information to realize automatic analysis of the user behaviors. The method includes steps of...
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8175255 |
Methods, systems and computer-readable media for managing customer service requests
Methods, systems, and computer-readable media provide for improved management of customer service requests. According to implementations, a customer requiring assistance from a company may send a...
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8170196 |
Developing interactive call center agent personas
A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population...
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8165109 |
Method for managing the quality of encrypted voice over IP to teleagents
A voice over Internet protocol (VoIP) system and more particularly, an improved VoIP system serving a distributed group of teleagents. Network parameters that affect voice quality over broadband...
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8160232 |
Dynamic message context driven application assembly for customer service agent productivity applications
Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program...
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8160233 |
System and method for detecting and displaying business transactions
Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of...
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8139730 |
Integrating an IVR application within a standards based application server
A method for providing Interactive Voice Response functionality within a multi-tiered telephony environment can identify an enterprise archive file that contains an Interactive Voice Response (IVR)...
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8139755 |
System and method for the automatic selection of interfaces
The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice...
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8139728 |
Method and apparatus for telephonically accessing and navigating the internet
A method for accessing and browsing the internet through the use of a telephone and the associated DTMF signals is disclosed. The preferred embodiment provides a system that converts the...
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8135126 |
Methods and apparatus for providing live agent assistance
Establishing a conference between a customer at a customer terminal and a live agent at an agent station, by (a) accepting a call request from the customer terminal, (b) requesting that an...
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8130936 |
System and method for on hold caller-controlled activities and entertainment
The present disclosure provides a system and method configured to provide a caller with selectable activities and entertainment when the caller is on-hold. The system and method establishes a...
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8126130 |
System and method for coupling an instant messaging session with a PBX call session
System and method for coupling an IM session with a PBX call session are described. One embodiment is a multimedia session manager system comprising a first controller for controlling telephony...
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8126121 |
Multi-modal communications method
A method of collecting information includes sending a text markup programming language query script, using a session initiation protocol message, to a communications device. The query script...
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RE43205 |
Skill based chat function in a communication system
The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining...
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8121281 |
Interactive process map for a remote call center
Provided is a method for operating a server computer to provide an interactive application to enable a plurality of client-specific protocols for a remote call center, the remote call center...
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8116445 |
System and method for monitoring an interaction between a caller and an automated voice response system
An apparatus and method for monitoring an interaction between a caller and an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an...
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8107610 |
Callback processing of interactive voice response requests
Embodiments of the present disclosure provide methods and devices for processing a call to a call distribution point. In this regard, one embodiment of such a method, among others, can be broadly...
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8107607 |
Integrated chat client with receiving party choice
Phone systems for an integrated chat client service are provided. A representative phone system includes a call processing system operable to check a chat server for accessibility of a calling...
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8107611 |
Methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information
The subject matter described herein includes methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile...
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8102993 |
Method for routing network call and network call center
A method for routing a network call includes receiving a network call routing request from a requesting sub call center; determining a destination sub call center based on traffic distribution...
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8102987 |
Adjusting music length to expected waiting time while caller is on hold
A method of adjusting music length to expected waiting time while a caller is on hold includes choosing one or more media selections based upon their play duration and matching the selection(s) to...
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8098810 |
Intelligent presence management in a communication routing system
Systems and methods for intelligent presence management in a communication routing system are provided. In exemplary embodiments, an inbound communication may be received for a user. The user's...
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8098409 |
Image distribution system via e-mail
A technique allowing the pictographic characters or the face marks to be converted to, for example, the corresponding, but more expressive and more vivid facial image of high picture quality and...
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8081745 |
Dynamic information publication enabling direct access to a preferred communication channel connection in integrated communication server
The method and system guides a user to easily and effectively communicate with a potential recipient via an integrated communication server. The integrated communication server will track and...
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8081744 |
Interactive content for click-to-call calls
In a click-to-call (C2C) communication environment, a web client of a computing terminal is configured to initiate a C2C call when a user selects a call tag provided in a web page being presented...
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8073130 |
Customer automated response system
A method and apparatus are provided for prompting an agent of an automatic contact distributor during a customer service contact with a client. The method includes the steps of detecting a state of...
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8068128 |
Visual communication server and communication system
According to one embodiment, a server includes a control unit which instructs establishment and end of connection for the video data communications between the client computers corresponding to the...
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8068603 |
Focused retrieval of selected data in a call center environment
A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a...
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8068594 |
Communication center methods and apparatus
A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable....
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8068599 |
Call center application data and interoperation architecture for a telecommunication service center
A call center application data and interoperation architecture provides a centralized design for managing applications providing call center functionality. The architecture integrates information...
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8068597 |
Method and apparatus for processing customer contacts using a state machine
A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a...
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8064589 |
Estimating number of agents for multiple chat channels
Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times...
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8064584 |
Method and apparatus for cross channel data processing
A method and system for placing a call back from a call center to an end user viewing a website includes sending a request for the call back from an end user computer to a call server, the request...
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8064367 |
Multiple voicemail account support for a VoIP system
In one embodiment, a method includes receiving, at an IP private branch exchange (IP PBX), an event notification message from a user agent corresponding to a voicemail system. The event...
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8060063 |
Presenting messages on a mobile device that is currently presenting other media content
Computer readable media are provided for displaying a message notification on a mobile device while the mobile device is presenting media content to a user. An embodiment of the media determines if...
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8055240 |
Method of notifying a caller of message confirmation in a wireless communication system
There is provided a method of notifying a caller of confirmation of a voice or text message in a wireless communication system. A calling mobile station transmits a voice or text message to a...
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8041013 |
Transferring multiple dialogs of a call
Communicating a call having a number of dialogs includes initiating a call between a first endpoint and a second endpoint. A first connection for a primary dialog of the call is established...
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8041015 |
Presence based DTMF signaling enablement of voice communication controller and method
A voice communication controller (e.g., private branch exchange (PBX)) is described herein which can automatically enable an outbound dual tone multi-frequency (DTMF) feature for one of it's...
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8031860 |
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...
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8027458 |
Voice response system with live agent assisted information selection and machine playback
In accordance with one embodiment, a method for operating a telephonic voice content system is provided. The method, comprises in a non-live agent mode, interacting with a caller by receiving an...
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8027457 |
Process for automated deployment of natural language
There is disclosed a system and method for monitoring and updating an interactive voice response system through the use of a human agent who reviews the responses provided by a computer system and...
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8019822 |
Personalized storage accounts in an electronic file delivery system
An electronic file delivery system reduces the bandwidth an electronic mail server must dedicate to large files and decreases the storage space required for attachments in an electronic mail inbox....
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8014512 |
Method and system for user interaction within a queue
A system for providing caller interaction within a queue. In response to receiving a call, it is determined whether a wait time exists before a caller is connected to a customer service...
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8014509 |
Automated telephone attendant
A telephony system (100) includes a user device (110, 130) configured to enable a user of the telephony system (100) to place and receive telephone calls, and a service node (180, 185) configured...
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8010609 |
Method and apparatus for maintaining reputation lists of IP addresses to detect email spam
A method and system to maintain lists of IP addresses for detection of email spam are described. In one embodiment, the method includes receiving email messages from senders associated with...
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7995742 |
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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7983661 |
Method and means for controlling the availability of mobile agents in a call centre environment
Method and apparatus for controlling the ability of mobile agents to receive customer service calls to their mobile phone from a call center. A mobile station is installed with a client application...
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7961867 |
Peer to peer application processor
A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and...
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7961856 |
Methods, systems, and products for processing responses in prompting systems
Methods, systems, and products are disclosed for processing responses in a prompting system. A response is received to a prompt and compared to a set of conditions for interpreting the response. If...
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