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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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7366292 |
Call management reports
The present invention relates to a service for providing call reports to a subscriber related to non-answered calls for calls attempted between at least two parties. Using telecommunications switch...
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7356139 |
Computer telephony integration (CTI) complete hospitality contact center
Methods and systems are disclosed for enabling a dynamic hospitality contact center (DHCC) that leverages the assets of a hospitality center's communications systems including internal...
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7315616 |
System and method for maintaining real-time agent information for multi-channel communication queuing
An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes...
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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...
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7289624 |
Managing use of experts by callers waiting in a hold queue
A method, system, and program for managing use of experts by callers waiting within a hold queue are provided. First, a call on hold in a hold queue is transferred to an expert system responsive to...
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7272223 |
Multi-media contact center
Multi-media call centers are able to receive incoming contacts or calls in a plurality of different types of medium. For example, as email, fax, chat, web-based and other types of contact. Incoming...
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7263183 |
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 tasks...
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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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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...
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7254641 |
Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the...
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7245716 |
Controlling hold queue position adjustment
A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The...
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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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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...
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7231035 |
Method and apparatus for entertaining callers in a queue
One embodiment of the invention provides for receiving a call from a caller, the call being associated with a first merchant; placing the call in a queue; determining a second merchant; and...
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7224791 |
Mechanism for queuing calls
A call processing apparatus (SW) comprises a first queue (Q 1 ) for temporary storage of an incoming call and several parallel second queue systems (Q 21 –Q 23 ), each corresponding to a...
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7224790 |
Method to identify and categorize customer's goals and behaviors within a customer service center environment
A method is provided that identifies and categorizes the reason a customer contacts a customer service center, i.e. the customer's goal or problem. In addition, the method allows the customer to be...
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7224775 |
System and method for providing prioritized access to a messaging system
A method and system for providing prioritized access to a messaging system includes receiving at an access controller for a messaging system a request for connection by a user to the messaging...
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7221753 |
Method and system for providing network interactive voice response with intelligent call routing integration
An approach for providing interactive voice response services is disclosed. A voice response platform receives a call and generates an automated menu in response. The menu, according to one...
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7215759 |
Hold queue wait estimations
A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be...
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7212625 |
System and method for presenting queue lengths of various media used by service centers
There is provided, in a first form, a system and method for the holistic presentation of multiple media queue depths, which allows the customer to decide what media channel they want to use to make...
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7212624 |
Using information about software events to route contacts in a contact center
A need exists to provide software support in a simple and effective manner over long periods of time. At the same time there is a need to allow contact centers to route calls appropriately when...
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7180888 |
Queue as callable entity in an IP telephony system
A queue server is established in a packet telephony environment, wherein the queue server is defined as a callable entity, separate from the H.323 workstation for which it is being used. The queue...
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7170993 |
Methods and apparatus for automated monitoring and action taking based on decision support mechanism
Techniques are provided for use in accordance with such systems as web sites operating electronic commerce (e-commerce) applications, interactive voice response (IVR) systems and workflow systems...
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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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7162223 |
System and method for notifying users of an event using alerts
An alert engine module receives an alert for an event in a generic communications format and delivers an alert for the event to a target address in a communications format that is preferred by a...
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7149304 |
Personal communication center performance display and status alert system
In a call center having agent stations including personal computers having video display units (PC/VDUs), connected on a LAN with a server tracking status for call center entities, a system for...
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7139390 |
Promoting use of experts to callers waiting in a hold queue
A method, system, and program for promoting use of experts to callers waiting within a hold queue are provided. First, use of experts by callers waiting in a hold queue is promoted by offering...
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7139381 |
Method and apparatus for initiating telephony contact
A trigger signal from a remote location can be used to automatically trigger a call from a telecommunications device. The device is preferably a programmable telephone which stores a dialling...
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7136479 |
Method of and apparatus wherein a telephone user on hold is not required to listen to an objectionable audio signal
A telephone user who is at a first telephone station and is placed on hold at a second station is prevented from listening to an objectionable audio signal while a call is in process between the...
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7130411 |
Hold queue position publication
A method, system, and program for publishing hold queue characteristics are provided. Characteristics of an on hold system are monitored. Then, responsive to a selection by a caller of a format and...
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7110526 |
Neural network for controlling calls in a telephone switch
A method and apparatus are provided for processing calls in an automatic call distributor. The method includes the steps of learning a set of desired resource relationships for servicing a...
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7110523 |
System and method for distributing and routing calls in a call center
A computer system and method is disclosed that includes a call queue server that receives incoming calls and routes the calls to a telephone at the agent's workstation only after the agent accepts...
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7103172 |
Managing caller profiles across multiple hold queues according to authenticated caller identifiers
A method, system, and program for managing caller profiles across multiple hold queues according to authenticated caller identifiers are provided. An identity of a caller of a call received at an...
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7095842 |
Enabling caller controlled hold queue position adjustment
A method, system, and program for allowing callers to adjust in position within a call hold queue are provided. An advancement token earned by a caller is detected at a calling queue. The position...
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7092510 |
Method and system for telephone wait user interface selection
In the method of the present invention, a customer of a service provider would be placed in hold while waiting to speak to a customer service representative. The method and system of the invention...
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7092509 |
Contact center system capable of handling multiple media types of contacts and method for using the same
A contact center system and method employing a plurality of agent workstations, and which includes a queuing component, capable of receiving contacts of different media-types, such as telephone...
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7092506 |
Systems and methods for providing audio information to service agents
A system permits a customer service agent to receive and listen to an audio recording from a caller on a voice device ( 110 ), and thereby prepare to support the caller before connecting directly...
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7085366 |
System and method for telemarketing through a hypertext network
A system and method for providing telemarketing services through a hypertext network that interconnects a telemarketing server system with a customer computer and an agent computer. The...
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7076051 |
Promoting caller voice browsing in a hold queue
A method, system, and program for promoting caller voice browsing while a caller is waiting in a hold queue are provided. At least one web page is selected for voice browsing by a particular caller...
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7076044 |
Call queuing notification
Call queuing is implemented in a telecommunications advanced intelligent network. After a call to a busy subscriber line in queued, a separate call to the subscriber is placed indicating status of...
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7068775 |
System and method for managing a hold queue based on customer information retrieved from a customer database
A system, including a method for prioritizing on hold calls connected to an automated telephone system is disclosed. The system and method utilizes customer information retrieved from a customer...
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7050569 |
Selecting an interactive application to run while a caller is on hold depending on the caller's expected wait time
The present invention, relates to an automated call distribution platform that has the ability to analyze a call queue and determine if a call qualifies for participation in an interactive...
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7050568 |
Hold queue management
A method, system and product for managing a hold queue is provided. A call center receives an incoming telephone call from at least one caller and places the caller in an initial position in the...
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7050567 |
Call management system using dynamic queue position
A call center includes functionality for dynamically positioning newly received calls within an established call queue. The calls are positioned within the queue based on predefined service...
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7046790 |
System, a device, a computer program product and a method for allocating resources to users
The invention relates to a system ( 100 ) for allocating service resources to users ( 20 ) thereof, which service resources are intended to be provided at at least one service point ( 10 ) for...
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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...
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7046643 |
Method for dynamic multi-level pricing for wireless communications according to quality of service
A method for pricing wireless communications services on a wireless network is described. A selection of a plurality of priorities available for transmitting a wireless communication transaction on...
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7043008 |
Selective conversation recording using speech heuristics
A system and method for selectively monitoring, recording, storing, and handling telephone conversations through the use of speech analysis is disclosed. In particular, the present invention...
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7039387 |
Systems, methods and computer program products for responding to AMBER alerts
An AMBER alert gateway includes a central telephone number that is configured to receive telephone calls from individuals in response to potential sightings related to AMBER alerts. An interactive...
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