Matches 1 - 50 out of 124 1 2 3 >


Match Document Document Title
9031212 Determining a call abandonment rate using a speech analytics system  
In one embodiment, systems and methods are disclosed for processing telemarketing calls to determine an abandonment rate (“AR”). An abandoned call exists if a telemarketing call is answered by a...
9020128 System and method for cost-based automatic call distribution with statistically predictable wait time  
System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of...
9014366 Determining expected wait time  
Embodiments for managing customer wait time at a call center are provided. In one embodiment, a system includes a switch having a software engine that determines the customer wait time, a...
8948371 System and method for managing hold times during automated call processing  
A system and method for managing hold times during automated call processing is provided. A call is received from a caller and assigned to a call session. Data is obtained from the caller and...
8903080 Goal-based estimated wait time  
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine an...
8867734 Functionality during a hold period prior to a customer-service video conference  
Embodiments of the invention are directed to systems, methods and computer program products for providing functionality to users during a hold period prior to conducting a customer-service video...
8861710 Playing expected wait time on agent's notification  
Systems and methods for providing estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the...
8841986 Consumer interactive music system  
A user-interactive music system is described. The system includes a web application in communication with an electronic device such as a mobile device. The web application receives an input from...
8832307 Telephony system, connection control method, connection control device and recording medium  
When a connection control device determines that the connection control device is in a congested state, based on whether a usage of at least one of hardware resources necessary for call processing...
8824663 System, method, and computer program product for detecting redundancies in information provided by customers in a customer service system  
The present invention provides a system, method, and computer program product for automatically detecting any unnecessary repetition by customers of specific types of information in a...
8798257 System and methods for predicting future agent readiness for handling an interaction in a call center  
A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for...
8792866 Communication device for establishing call back  
A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application...
8761380 Adaptive estimated wait time predictor  
Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time...
8744063 Playing expected wait time on agent's notification  
Systems and methods for providing estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the...
8731182 Data store for assessing accuracy of call center agent service time estimates  
A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the...
8718269 Risks for waiting for well-matched  
A contact center which provides the ability to, among other things, support deferring work assignment decisions while simultaneously assessing the risks associated with such a deferred decision....
8718270 Method and system for managing interactive communications campaign with reduced customer-to-agent connection latency  
A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an...
8681955 Feedback control of a predictive dialer using telemarketing call abandonment rates  
In one embodiment, systems and methods are disclosed for processing telemarketing calls to determine an abandonment rate (“AR”). An abandoned call exists if a telemarketing call is answered by a...
8675861 Methods and apparatus for variable wait treatments for requests enqueued in one or more queues  
Methods and apparatus are provided for variable wait treatments for requests enqueued in one or more queues. A request in a resource allocation system is processed by assigning the request to a...
8638925 Systems and methods for providing access to available agent  
The availability of one or more agents of an institution to communicate with a user may be determined and reported to the user. An application on a user computing device may provide an indication...
8605887 Method and system for managing interactive communications campaign using a hold queue  
A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an...
8594311 Expected wait time augmentation system and method  
An expected wait time augmentation system generates an expected wait value representing a time duration expected to elapse before a subject client is connected to a resource for servicing. The...
8577014 System and method of managing calls at a call center  
The present disclosure is directed to a system and method to manage calls in a call center. The method includes receiving a call from a caller. The method also includes transmitting an estimated...
8571203 System and method for providing customer 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...
8548157 System and method of managing incoming telephone calls at a call center  
A method of managing incoming calls is disclosed and includes receiving a telephone call. Further, the method includes offering a caller a bypass option to bypass an automated help application and...
8462933 Method, device, and program for calculating number of operators needed  
A workforce requirement calculation device 10 accepts at least call volume in a particular period of time, an average handle time for a call by the operator, and a maximum queuing time before...
8411843 Next agent available notification  
The present invention, in one embodiment, is directed to an agent available notifier 250 that (a) receives a request from the first customer, but not from the second customer, to be notified when...
8379833 System, method, and computer program product for detecting redundancies in information provided by customers in a customer service system  
The present invention provides a system, method, and computer program product for automatically detecting any unnecessary repetition by customers of specific types of information in a...
8363818 On-hold call monitoring systems and methods  
Systems and methods are provided for monitoring telephone calls that are placed on hold. The telephone calls may be between user electronic devices and call centers, such as customer service...
8345857 Method for reducing non-value added time between calls serviced at a call center  
A method for reducing non-value added time between calls serviced at a call center includes selectively enabling an after-call-work state that is configured to be activated during a call from a...
8340277 Bartering system and method for controlling position in a wait queue in a contact center  
A contact center establishes a communication with a user. The communication is placed into a position in a wait queue that has other position(s) with other communication(s) that are waiting to be...
8326312 System and method for improving cellular telephone user experience  
A method for determining an amount of time required to download a data file to a wireless device includes receiving information indicating a first amount of wireless bandwidth allocated for the...
8315373 Enhanced polling method and system  
A method and system for dynamically determining a poll wherein at least a first parameter for each queue of one or more queues is maintained and a poll for each queue based upon an initial polling...
8311208 Method for predicting call waiting times  
A method is provided for the production of accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present...
8306212 Time-based work assignments in automated contact distribution  
A contact center is described and systems, methods, and devices for processing work items within the contact center are provided. An Estimated Contact Handling Time (ECHT) is computed for one or...
8280031 Method and system for managing interactive communications campaign using a hold queue  
A web-based hosted solution (a managed service or system) through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an...
8270594 Method and system for managing interactive communications campaign with reduced customer-to-agent connection latency  
A web-based hosted solution (a managed service or system) through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an...
8259925 Service wait time notification  
A system for communicating service information to a potential customer is provided. The system includes one or more potential customer devices, one or more session initiation protocol (SIP) client...
8254555 Systems and methods for managing inbound calls and outbound calls for a specific agent  
Systems and methods for managing calls, both inbound and outbound, for available agents over a plurality of lines, where each call received or placed is pre-identified to be connected to one...
8233609 Systems and methods for managing call processing for a specific agent  
Systems and methods for managing calls, both inbound and outbound, for available agents over a plurality of lines, where each call received or placed is pre-identified to be connected to one...
8229102 System and method for providing customer 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...
8218755 Access-frequency estimating apparatus and computer product  
An access-frequency estimating apparatus includes a storage unit that stores hours outside operating hours and for which a second-degree derivative of access frequency distribution for contact...
8189761 Method and system for managing calls  
A method for managing calls includes allocating a plurality of agents among a plurality of queues, receiving a plurality of calls each for connection with at least one of the plurality of agents,...
8175257 Method and apparatus for scheduling automatic call distribution system callers  
A system and method are provided for reducing the wait time for a caller waiting to speak with an agent in an automatic call distribution system. The system and method receive a call from a...
8139756 Method, apparatus, and computer product for computing skill value  
A skill-value computing apparatus classifies inquiries into groups of easy and difficult inquiries, and computes a total skill value of an agent by taking into account the difficulty level of each...
8135125 Multi-party information analysis in a VoIP system  
A system and method for collecting contextual information from several parties and generating an analyzed response to the contextual information is provided. Multiple sets of contextual...
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...
8094802 Multiple queuing and servicing of a contact  
A contact originator is given a choice to enqueue the contact in multiple contact queues, to serve multiple needs or interests of the originator. If the contact reaches the head of the queue for...
8090082 System, method and computer program product for extracting user profiles and habits based on speech recognition and calling history for telephone system advertising  
A system, method and computer program product for providing targeted messages to a person using telephony services by generating user profile information from telephony data and using the user...
8045698 Adaptive communication application programming interface  
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...

Matches 1 - 50 out of 124 1 2 3 >