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7596504 |
Management of support center calls
A computer system and program product for managing support of an application. First program instructions receive a request to view contact information for support people for the application, and in...
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7539297 |
Generation of automated recommended parameter changes based on force management system (FMS) data analysis
Systems and methods for analyzing planned available resources and expected demand for resources are disclosed. Based on the analysis, changes to the distribution of demands for service to service...
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7471787 |
Method of operating a distributed call progress tone detection system
A method of operating a distributed call progress tone detection system. In one embodiment, the method includes: (1) receiving requests from an application over said packet network and transmitting...
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7460659 |
Best practices learning for agents in a communication system
The method and apparatus teach agents in a communication system, such as an automatic call distribution system. In a first step of one embodiment of the method, a previously stored call transaction...
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7457403 |
Method and apparatus for determining a real time average speed of answer in an automatic call distribution system
A method is provided for automatically updating a “Real Time” Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This...
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7386850 |
Arrangement for scheduling tasks based on probability of availability of resources at a future point in time
A resource task-completion forecaster ( 122 ) of an ACD ( 104 ) determines a probability that an agent ( 156 ) will complete servicing a presently-assigned call by a specified time horizon h. The...
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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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7266193 |
Adaptive feedback arrangement for controlling agent availability service level in a predictive dialer
A feedback control for a predictive dialer employs three feedback loops. A first feedback loop adjusts the dialer's call initiations to compensate for error between the desired, reference, service...
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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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7236584 |
Method and apparatus for providing fair access to agents in a communication center
A system for granting access to agents at a communication center in response to requests for connection from network-level entities starts a fairness timer having a fairness time period when a...
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7158630 |
Do-not-call compliance management for predictive dialer call centers
A mechanism and method for updating local call information databases for calls to be placed by predictive dialers deployed at different geographic locations within a communications network.
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7103562 |
System and method for generating forecasts and analysis of contact center behavior for planning purposes
A method of predicting expected performance of a processing center system is provided. The method includes receiving performance information from a performance monitoring system associated with the...
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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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7054434 |
System and method for common account based routing of contact records
A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call...
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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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7043005 |
Call processing with statistical weighting of scripts in a communication system switch
Calls or other communications are processed in a system switch in accordance with a statistical control mechanism based on the assignment of weightings to call vectors or other processing scripts....
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7043006 |
Distributed call progress tone detection system and method of operation thereof
A distributed call progress tone detection system and method of operation thereof. In one embodiment, the system includes a switching partition having line interface modules, a call progress tone...
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6823062 |
Arrangement for predicting call-center status in a network call-routing system
A router routes calls to a network of call centers based on estimated call in-queue wait times (EWTs). The router periodically polls all call centers for the EWT and average advance time (AAT) of...
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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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6804345 |
Virtual contact center with flexible staffing control
Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need...
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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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6707906 |
Outbound calling system in a contact center
An integrated contact center capable of generating outbound calls in a plurality forms including at least one instant online communication form for instantly communicating with a customer when he...
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6683947 |
Call center monitoring system
A system to monitor a call center includes reception of call center data, determination of respective values of a plurality of measures based on the call center data, determination of a compliance...
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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...
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6636598 |
Automated transaction distribution system and method implementing transaction distribution to unavailable agents
An automated transaction distribution system assigns an incoming transaction (call, text chat, email, fax, etc.) to an agent who is selected to handle the transaction. If the best agent to select...
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6600822 |
Method for telephony call blending
An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total...
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6587557 |
System and method of distributing outbound telephony services over a computer network
A system and method of distributing outbound telephony service including voice communications over a computer network is provided. The system includes a master call center, including a computer...
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6584191 |
Staffing-based percentage-allocation routing using real-time data
A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is...
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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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6449358 |
Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center
A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating...
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6366666 |
Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory...
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6330326 |
Dynamic staffing of service centers to provide substantially zero-delay service
A service system provides substantially zero delay service and dynamically adjusts resources required to provide the service. According to an embodiment of the present invention, future staffing...
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6278776 |
Outbound switch pacing
In an outbound call management system, calls to dial are placed in a buffer queue before transfer to the outbound switch. The rated switch capacity (i.e., X calls per minute) is divided into small...
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5915011 |
Statistically-predictive and agent-predictive call routing
A telephone call-routing system comprises a routing intelligence adapted to receive real-time activity reports on busy status of remote telephone stations, and to route incoming calls based on the...
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5889799 |
Method and system for optimization of telephone contact campaigns
A system and a method of generating outbound telephone contact campaigns optimized to contact the maximum number of targeted individuals during a campaign using a predictive dialer system,...
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5787163 |
Intelligent load balancing of special service calls based on availability of terminations
The termination availability database (TADB) of the instant invention performs routing decisions in response to call requests received from data access points (DAPs). The TADB takes each of the...
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5684872 |
Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
An improved method and apparatus (12) for handling calls in a call center predicts (206, 312, 410) a caller's level of motivation for making the call and uses (208-212, 314-330, 412-416) the...
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5642411 |
Anticipatory call distributor
A communications distribution system is disclosed for facilitating the handling of telephone calls within a plurality of groups. Each of the groups includes a line group and a channel group...
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5640445 |
Outbound call pacing method which statistically matches the number of calls dialed to the number of available operators
Call pacing method in which agent availability and call answers are based on probability statistics and the allowable maximum abandon rate. A weight is assigned each agent engaged in a call or in...
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5570419 |
System and method for an improved predictive dialer
There is disclosed a system and method for controlling the call placement rates of a predictive dialer telephone system in which outbound calls are automatically placed in anticipation of telephone...
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5561711 |
Predictive calling scheduling system and method
A predictive scheduling system and method for assigning a telephone call to a telephone agent. The system includes processing and switching equipment capable of implementing the method steps of...
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5553133 |
System and method for predictive outdialing
System and method for outdialing telephone calls on a basis which takes into account the availability of agents who are assigned to process telephone calls placed. In accordance with the invention,...
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5546456 |
Telecommunication system with inbound call responsive predictive outdialing system and method
A telecommunication system (10) having an automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) in conjunction with a main memory (18)...
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5530744 |
Method and system for dynamic customized call routing
A cooperative network/premises-based automatic call distributor system and method predicts changes in automatic call distributor status between periodic updates of the measured status obtained by a...
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5528678 |
Revertive calling automatic call distributor
A cooperative network/premises-based automatic call distributor system and method is provided which minimizes networking costs associated with distributing calls to telemarketing agents in multiple...
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5511112 |
Automated voice system for improving agent efficiency and improving service to parties on hold
A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent...
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5467391 |
Integrated intelligent call blending
A system and method for sharing a pool of agents in a telephone call servicing operation so that agents are utilized effectively. The telephones of a pool of agents are coupled to a number of...
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5390243 |
Telemarketing complex with automatic threshold levels
A system for managing a telemarketing complex is disclosed wherein the probability of meeting a given performance objective by the agents servicing an automatic call distributor (ACD) within the...
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