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Document Title |
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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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8150022 |
Call center queue management
Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining all completion data for each agent. The call completion data is used...
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8036371 |
Utilizing small group call center agents to improve productivity without impacting service level targets
In a call center, a plurality of agents comprises at least a first group associated with a first skill and a second group associated with a second skill. The second group may have a substantially...
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8009822 |
System for geographic agent routing
A call center system that routes calls to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available...
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7970118 |
User-defined priority call router
A priority routing process is provided for routing calls received via a call routing system to a live call center agent. Routing is determined through collection of Automated Call Distribution...
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7961866 |
Method and computer readable medium for geographic agent routing
A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to...
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7881439 |
Cross-channel communication of data collected by channel-specific user interfaces
A method, system, computer system and computer program product to interact with a user of a computer system or service via more than one communication channel, such as a telephone channel and a web...
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7788679 |
User interface with context-based communication using media prediction
A method, system, computer system, and computer program product provide a context-sensitive user interface. The context in which the user interface operates is used to predict a media type of a...
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7787609 |
Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for...
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7756252 |
Method and system for network denial case generation
A method for network denial case generation includes receiving a plurality of third-party carrier call records associated with a plurality of subscriber telematics units at a call center wherein...
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7679636 |
Apparatus and method for routing telecommunication calls using visual caller information
A method and apparatus route telecommunication calls in a telecommunication switching system by receiving visual information for a caller of one of the telecommunication calls; analyzing the...
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7664673 |
Smart transfer
A first sales pitch appropriate for a particular telephone caller of a telephone call center may be selected by receiving a call from a caller to the telephone call center, accessing information...
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7657263 |
Method and system for automatic call distribution based on customized logic relating to agent behavior
A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and...
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7653195 |
Apparatus, system, and method for disposing of a call
An apparatus, system, and method are disclosed for disposing of calls. The apparatus includes a call initiation module, a transfer module, and a presentation module. The call initiation module...
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7613289 |
Application based queuing via an H.323/SIP interface
The present invention provides a telephony-accessed application system for providing a service, such as voicemail, in accordance with a switching interface such as in the ITU-T H.323 or IETF SIP...
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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...
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7418095 |
System and method for providing caller activities while in queue
A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The...
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7401320 |
Operator network that routes customer care calls based on subscriber/device profile and CSR skill set
An operator network is capable of routing incoming customer care calls to specific customer care representatives based on a subscriber profile and customer service representative (CSR) skill set....
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7366293 |
Call center administration manager
A network-based call center for managing a company's interactions with its customers uses resources supplied by an application service provider. The call center stores sensitive information on a...
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7349534 |
Call routing from first to second dialog of interactive voice response system
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for...
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7295668 |
Predictive dialing by monitoring progress of agent script
A call centre includes a plurality of agent workstations, each agent workstation comprising means for entering information obtained from a telephone respondent in response to questions prompted by...
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7248688 |
Virtual physician office systems and methods
Methods and systems are disclosed for enabling a virtual physician office (VPO) that uses a network-based physician practice application and leverages the assets of a shared, communications network...
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7245711 |
Virtual interaction queuing using internet protocols
A method and system for processing a call when a call recipient is unavailable by using virtual interaction queuing techniques over IP networks are disclosed. The method includes queuing the call...
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7236583 |
System and method for optimizing call routing to an agent
A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog...
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7120244 |
Call routing from manual to automated dialog of interactive voice response system
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for...
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7110524 |
Method and system for call queueing and customer application interaction
A system and method provide for the processing and routing of incoming calls for a call center. The system is specially configured such that incoming calls are prioritized and placed in a virtual...
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7095841 |
Queued task/queued resource state forecaster
A queued task/queued resource state forecaster employs a binomial distribution fitter to fit a composite binomial distribution to operational data of a work management system, such as a call...
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7039165 |
System and method for personalizing an interactive voice broadcast of a voice service based on automatic number identification
A system and method for personalizing an interactive voice broadcast of a voice service, including information derived from on-line analytical processing (OLAP) systems is disclosed. The system and...
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7010115 |
System and method for predictive contacts
Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes predicting a time for assignment of a customer...
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6999578 |
Telephone support method, storage medium and apparatus
A support reception unit issues a reception number in response to an application for support from a client and notifies the client of the reception number and a guidance for a call connection. A...
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6954529 |
Recordal of call results in a predictive dialing application
A method and apparatus for the recordal of call results in a computer database in a predictive dialing application. Operators communicate call results back to the dialing controller using DTMF...
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6804346 |
Staged predictive dialing system
A method, apparatus, and system places outbound calls using a predictive dialer at a call center and, optionally, receives inbound calls. The predictive dialing components use information about the...
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6766012 |
System and method for allocating agent resources to a telephone call campaign based on agent productivity
A method for allocating agents to telephone call campaigns by a telephony system is disclosed. The disclosed method is aimed at maximizing productivity of successful agents by prioritizing call...
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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...
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6754236 |
System and method for dialing in a telephony system using a common channel signaling protocol in which the use of bearer channels is maximized
The system and method for dialing in a telephony system using a common channel signaling protocol, such as ISDN, maximizes the use of bearer or voice channels. The telephony system includes a...
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6735298 |
Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers...
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6714643 |
System and method for implementing wait time estimation in automatic call distribution queues
A system and method for predicting the wait time of a caller to a call center is disclosed. The call center associates a set of agents to which the caller may be queued. This set of agents selected...
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6707903 |
Automated workflow method for assigning work items to resources
An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a...
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6700967 |
Presence information method and system
A method of operating an availability service in a telecommunication system interconnecting a legacy telephone system with at least one presence system, said legacy telephone system including a...
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6636599 |
Reserving resources for anticipated work items via simulated work items
A workflow-manager (150) reserves a resource for processing an anticipated real work item by sending a simulated, artificial, work item to the resource before the real work item becomes available....
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6594470 |
System and method for remote management of call center operations
A system and method to enable the remote supervision and operation of a call center over wireless network links. The invention pipes supervisory information from call centers, such as call waiting...
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6563920 |
Methods and apparatus for processing of communications in a call center based on variable rest period determinations
A call center is configured to determine variable rest periods for one or more agents, based at least in part on factors such as call center service state and agent occupancy. The call center...
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6466664 |
Time slot based call pacing method and apparatus
Pacing algorithms and their benefits in predictive dialers in call center activities have been appreciated for a number of years. A predictive dialer automatically dials new customers before the...
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6381329 |
Point-of-presence call center management system
A point-of-presence (POP) call center system capable of answering, servicing, queuing and routing of calls at local points of presence to reduce communications costs and enhance operational...
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6373836 |
Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system
An Internet Protocol Network Telephony call center system has a plurality of call centers managed by a central controller. The central controller accepts IPNT calls and routes the calls to the...
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6359982 |
Methods and apparatus for determining measures of agent-related occupancy in a call center
A call center is configured to include a capability for generating measures of occupancy for one or more agents. At least one value characterizing an occupancy measure determination for a given...
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6356633 |
Electronic mail message processing and routing for call center response to same
A system and a method are provided for processing and routing electronic mail messages within a call center which include and involve an electronic mail server system for routing incoming and...
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6198814 |
System and method for entering call outcome records in a computer database in an outbound predictive dialing application
In an outbound predictive dialing application, a fast, simple and economical system for entering brief call results in a computer database. Only one computer containing the database of telephone...
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6115462 |
Method and apparatus for efficient call routing
A method and apparatus to calculate probabilistic routing parameters to more efficiently route telephone calls from an origin to one of a plurality of call centers. In particular, the rate of calls...
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5999617 |
Dialing control method
This invention relates to a dialing control method in a system, which comprises a PBX, a plurality of telephones connected to the PBX, a host computer connected to the PBX, and a plurality of...
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