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7386115 |
Combined caller and agent endpoint manager
A method and apparatus are provided for supporting client calls within a private computer network of an organization having a plurality of agents. The method includes the steps of detecting receipt...
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7349843 |
Automatic call distributor with language based routing system and method
A method and system for determining a language of a call handled by an automatic call distributor is disclosed. The method includes the steps of detecting the call, sampling an audio portion of the...
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7349535 |
Method and system for automatic call distribution based on location information for call center agents
A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for...
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7321657 |
Dynamic force management system
Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given...
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7257218 |
Presence enabled queue management
The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requestors of information with qualified resources capable of...
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7221752 |
Method and configuration for operation of an operator switching position in a telecommunications system
A service feature server makes it possible to provide service features in addition to the service features that are already provided in a telecommunications system. A separate module is provided...
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7206402 |
Method of and system for call service system, and computer product
A user is made to select among a retrieval of a knowledge data base, an inquiry through an electronic mail, and receipt of an answer to an inquiry through a telephone. This selection may be made...
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7200219 |
Dynamically allocating server resources to competing classes of work based upon achievement of service goals
A facility for adjusting a number of servers assigned to server pools for performing certain work types on the basis of unmet service needs in a work processing facility. Servers may include...
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7184540 |
Personality based matching of callers to agents in a communication system
The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the...
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7177316 |
Methods and devices for providing links to experts
The best available expert is linked to a client in order to assist the client in understanding information obtained from computerized searches. The client and expert may be a part of the same or...
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7170990 |
Autonomous dispatcher method and apparatus
The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be...
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7158628 |
Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state
A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A...
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7136448 |
Managing received communications based on assessments of the senders
A method, system, and computer-readable medium is described for adjusting the service provided to customers or others contacting an organization (e.g., via a telephone call) based at least in part...
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7133520 |
Dynamic skill-based call routing
A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method...
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7110525 |
Agent training sensitive call routing system
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an...
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7103171 |
System and method for multi-channel communication queuing using routing and escalation rules
A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different...
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7095825 |
Multi-media transactions presentation based on user physical characteristics
The method and apparatus is for converting messages and responses between different formats in a communication system. The method may have in one embodiment the following steps: providing at least...
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7072966 |
Skills-based routing of a communication session
A method which routes a communication session, from a client to a service agent station, utilizing a dynamic skills table improves the efficiency of the communication session and increases client...
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7068774 |
Integrated acd and ivr scripting for call center tracking of calls
A method of tracking calls received within a call center is disclosed. A call is received within a call center switch that is connected to a call center via a host interface link (HIL). The call...
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7058169 |
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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7050566 |
Call processing system
A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes...
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6985576 |
Method and apparatus for automatic call distribution
An Internet Protocol (IP) call distribution system, for selecting agents to handle incoming requests from users, that uses publish/subscribe technology so that agent state does not need to be...
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6978006 |
Resource management utilizing quantified resource attributes
A system and method are disclosed which quantify one or more attributes of a finite number of resources for effective management of such resources. Quantifiable attributes possessed by a resource...
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6973176 |
Method and apparatus for rotating auto reserve agents
The present invention relates to the reservation (or holding back or restricting) of agents with respect to work requiring particular agent skills. In particular, the present invention allows a...
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6937715 |
Contact center management
A network of contact centres is managed by a network management server which allows contact centres (which may be independently run from one another) to register over the Internet or an intranet....
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6934379 |
Multiple client remote agent network method
A method for distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers comprising the steps...
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6934277 |
Internet web site with audio interconnect and automatic call distributor
An apparatus and method of establishing an audio call path between an Internet user accessing a web site and an agent of the web site is provided. The method includes the steps of proving a web...
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6912272 |
Method and apparatus for managing communications and for creating communication routing rules
A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined...
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6891946 |
Automated phone priorities
A method of automatically routing a telephone call in a pharmacy, comprising the steps of: activating a telephone when a pharmacy employee signs onto a workstation; identifying a position type for...
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6865267 |
Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set
A method and system for routing incoming calls from callers to agents associated with an automatic call distribution system, where the incoming calls are based on non-voice dialog communication,...
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6847714 |
Accent-based matching of a communicant with a call-center agent
The accent of a party to a call is determined from a speech sample of the party and the call is sent for servicing to a call-center agent who has skill in the determined accent, and preferably to...
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6845154 |
Allocation of resources to flexible requests
A system and method are disclosed which determine the flexibility of requests and utilize such flexibility of requests in managing a finite number of resources for servicing such requests. As an...
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6832203 |
Skills based contact routing
A contact (call) center technique matches the best available contact center agent with contacts requiring particular services. As contacts arrive, skills required for each service or contact are...
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6823384 |
Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment
A system for securely collecting customer service agent data in a multi-tenant environment is provided. Generally, a plurality of customers send a plurality of messages to a server. Several...
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6813636 |
Method and apparatus for routing a transaction within a network environment
A method and apparatus for routing a transaction. Initially, a resource is identified which is capable of servicing a transaction based upon resource data indicative of the capabilities of...
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6798876 |
Method and apparatus for intelligent routing of incoming calls to representatives in a call center
A method and apparatus is disclosed for specifically routing a call based on the profile of the caller, the profile of the call center representative, and for updating the system based on...
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6775378 |
Blended agent contact center
A blended contact center arrangement is disclosed wherein designated agent terminals may facilitate agent customer interaction with respect to a variety of different contact center applications....
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6771765 |
Multimedia queuing in a customer contact or call center
A method, apparatus, and customer contact or call server that provides a unified queuing mechanism for queuing multiple media requests. The queuing mechanism includes one or more skillsets each...
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6766014 |
Customer service by batch
In a customer contact center ( 100 ), a plurality of customers' communications are serviced simultaneously by one resource ( 120-128 ) (agent or port). A conferencing function ( 136 ) connects 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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6760428 |
Modification of voice prompting based on prior communication in a call center
A call center is configured such that voice prompts provided to a given caller are modified based on prior e-mail notifications or other non-telephonic communications between the call center and...
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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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6744877 |
Method and system for enterprise service balancing
A method and system for processing an enterprise's incoming customer communications on the basis of the enterprise's business objectives. An enterprise service balancer distributes work based upon...
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6741698 |
Call management system using dynamic threshold adjustment
A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e., skills) to be handled by the call center. A group of...
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6724884 |
Call management system using fast response dynamic threshold adjustment
A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e. skills) to be handled by the call center. A group of...
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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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6636600 |
Method for finding a contact or for setting up a connection to the contact
A method for finding a contact within a first group who is linked to a communications partner in a second group. For this, desired properties of the desired communications partner in the second...
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6636590 |
Apparatus and method for specifying and obtaining services through voice commands
The present invention overcomes the problems in the existing art described above by providing a method and apparatus for specifying and obtaining services through voice commands, via a voice...
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6633640 |
Methods and apparatus for analysis of load-balanced multi-site call processing systems
A multi-site call processing system includes multiple distributed call center sites, and utilizes a load balancing process to distribute calls among the sites for handling by agents. The system...
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6614903 |
Methods and apparatus for service state-based processing of communications in a call center
A call center is configured to determine which of a number of designated service states is associated with a particular skill or type of communication supported by one or more agents of the call...
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