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9042377 System and method for web telephone services  
A web telephone service system comprises a client web page adapted to be displayed on a screen of a computer, the client web page including an element associated with the web telephone service and...
9042540 Method for providing support using answer engine and dialog rules  
According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction...
9036808 Methods and systems for data transfer and campaign management  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
9036805 Implementing a network of intelligent virtual service agents to provide personalized automated responses  
An intelligent virtual service agent implemented on a computer platform with a processor and a memory is assigned a responsibility to automatically interact with different users via different...
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,...
9036806 Predicting the class of future customer calls in a call center  
A system and method for predicting the class of future customer calls to a call center. Saved call data is analyzed using a robust tokenizer of a computerized device. The tokenizer transforms a...
9035998 ***WITHDRAWN PATENT AS PER THE LATEST USPTO WITHDRAWN LIST***
Scalable web real-time communications (WebRTC) media engines, and related methods, systems, and computer-readable media
 
Scalable Web Real-Time Communication (WebRTC) media engines, and related methods, systems, and computer-readable media, are disclosed herein. In one embodiment, a method for providing a scalable...
9031223 Systems and methods for managing multi-tenant callback services  
Systems and methods for managing multi-tenant callback services may be provided via a multi-tenant services integration platform. Several multi-tenant software as a service applications may be...
9025758 Electronic communications system for multinodal expert networks  
An electronic communication system enables one or multiple parties to aggregate one or multiple experts under one or multiple brand identities and to make each unique identity publicly or...
9025761 Method and apparatus for assessing the status of work waiting for service  
The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and...
9025736 Audio archive generation and presentation  
A method, information processing system, and computer program storage product for automatically generating auditory archives in a customer service environment are disclosed. A communication link...
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...
9020136 System and method for blended PSTN and computer network customer support interactions  
The present disclosure includes a system and method for blended telephone network and computer network customer support interactions. The system may include a web server, one or more controllers,...
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...
9014365 Systems and methods for state information exchange  
Apparatus and method for sharing state information using a web-enabled system and a phone service system are disclosed. In some embodiments, a presence module is used to identify a currently...
9008288 System and method for supporting self service and associated agent-assisted service call routing  
A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access...
9001993 Universal queuing for inbound communications  
Exemplary systems and methods for queuing an inbound communication are provided. In exemplary embodiments, the inbound communication is received by a communication server associated with a...
9001991 Conveying in-application behavior via a telephone  
In response to a user instruction, an electronic device contacts a representative associated with a software application (such as customer support or sales) using a telephone number of the...
9001979 Apparatus and method for anonymously presenting targeted advertisements and desirable media content in association with a virtual currency  
An electronic advertising system anonymously directs the attention of a user to content provided by an advertiser, in exchange for subsequently permitting the same user to access otherwise...
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...
8995642 System and method for managing customer communications over communication channels  
Systems and methods for managing customer communications over communication channels are disclosed. According to one embodiment, a method for receiving consent from a customer to be contacted on...
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...
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...
8989366 System and method for managing customer communications over communication channels  
A system and method for managing customer communications over communication channels are disclosed. A method may include (1) at least one of a plurality of computer processors determining a...
8989369 Using media server control markup language messages to dynamically interact with a web real-time communication customer care  
A customer care system. The system comprises a transformation engine, configured to use SIP/hypertext transfer protocol (HTTP) signaling transcoding to invite the operator to the customer care...
8976955 System and method for tracking web interactions with real time analytics  
A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to...
8976953 Systems and methods of controlling confidential communication in contact handling systems  
Methods and apparatus for improving confidentiality of sensitive information received from a customer in a contact handling system including an agent are disclosed. The method can include opening...
8971518 System and method for providing customer service  
Systems and methods for providing customer service are provided herein. The systems and methods provide techniques for providing a communication center comprising a plurality of representatives,...
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...
8964958 Grid-based contact center  
A grid-based contact center and method of managing tasks within such a contact center is provided. Nodes within the contact center are adapted to perform multiple tasks associated with the contact...
8964962 Dialog reorder  
An automatic timeline and topic normalization mechanism is described along with various methods and systems for administering the same. The temporal correction system proposed herein creates fully...
8964956 System and method for integrated compliance and contact management  
A method and system for integrating compliance and contact management between an origin and destination. An integrated control system can receive or initiate a request for a first communication...
8942369 Method for providing support services using multi-channel navigator and route sequences  
A service center receives a command from a remote device over a network, where the service center provides support services to users on products on behalf clients. Based on the command, a context...
8938059 System and method for displaying call flows and call statistics  
The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event...
8938064 Method and system for assigning tasks to workers  
A method and system for assigning tasks can receive requested tasks, keep a requested-task queue, keep one or more worker statuses associated with respective workers, and assign the requested...
8934616 System and method for real-time geographical call display of automatic call distributor calls  
In a call center, a caller's geographical position may be mapped together with a geographical position of a call agent allocated to handle the call. A map may display tags depicting the respective...
8929536 Multi-channel pivoting  
An method of pivoting a customer among synchronous and asynchronous communications channels during a communication session.
8923490 Systems and methods for providing searchable customer call indexes  
A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations...
8917856 Call center system and call service implementation method thereof  
The present invention discloses a call center system and a call service implementation method thereof, wherein in the system, a Web access device is used for logging on an instant messaging server...
8917828 Multi-channel delivery platform  
A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor....
8917859 Outbound dialing solutions for MPS IVR  
A system and method for automated communication to at least one end user. In one example, a system includes an interactive voice response (IVR) platform and a decision engine for creating a...
8918342 System for closed loop decisionmaking in an automated care system  
There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the...
8917858 Method and apparatus for network based fixed mobile convergence  
A method and apparatus for providing a network based Fixed Mobile Convergence (FMC) service are disclosed. For example, the method receives a NB-FMC call request originating from a Session...
8917855 Systems, methods, devices and arrangements for unified messaging  
A system or device can be configured with a first interface that is configured and arranged to provide content to a remote web-browser. This first interface can be provided by a computer server...
8917857 Method and system for call to role  
Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific...
8917860 Methods and systems for processing and managing communications  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
8913722 Voicemail preview and editing system  
A voicemail computer system transcribes a voicemail message into text that is presented to a calling party for approval. A calling party is able to approve, disapprove or edit a voicemail message...
8903069 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...
8903055 Out of office message improvements  
Embodiments of the present invention relate to set of improvements to the out of office assistant that send out of office messages to senders of messages while a recipient is out of the office....
8902279 Representative selection for customer service conference  
Embodiments of the invention are directed to systems, methods and computer program products for assisting a user to select a customer service representative of a financial institution in...