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7623651 |
Context retention across multiple calls in a telephone interaction system
A method of providing information to a user in a telephone interactive system includes receiving a new call. A comparison is then made between an identifier associated with the new call with stored...
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7623650 |
Universal multi-browser interface for customer service representatives
A computer-implemented method for providing customer service, comprising providing an external user interface (UI) remotely accessible by customers via a global computer information network;...
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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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7573998 |
Methods and systems for management of data for multiple call centers
Computer-implemented methods and systems for management of real-time and historical data for multiple call centers in which real-time and historical data are received electronically from a...
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7571214 |
System and method for controlling distribution of network communications
A method for controlling distribution of network communications (messages). An incoming message either carries priority information, or is assigned priority information based on a shared...
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7555114 |
System and method for analyzing outbound calling campaigns
A system and method for analyzing calling campaigns uses human call monitors that listen to calls initiated by an automated calling system. In one embodiment, the call monitors listen to calls as...
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7545925 |
Method and system for improved routing of repair calls to a call center
A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a...
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7519665 |
Multi-channel processing control device and multi-channel processing control method
Multi-channel processing control device and method that efficiently performs enhanced customer service geared to the channel and service characteristics, and that can be readily modified to suit...
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7430290 |
Virtual queuing support system and method
A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of...
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7424108 |
Optimal dynamic agent state assignment
The present invention is directed toward determining an optimal mix of agents, subject to a grade of service (GOS) constraint, for handling outbound and inbound calls in a blended call center...
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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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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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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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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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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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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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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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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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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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7107010 |
Short-range radio terminal adapted for data streaming and real time services
A local services platform including a server subsystem is connected to one or more APs; an application subsystem and provides headset/terminals (HS) with real-time services. A streaming interface...
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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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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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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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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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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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7016479 |
Method and system for call restoration in a video relay service
A method and system for call restoration in a video relay service are disclosed, including a system that includes a VRS server having a call queue. The VRS server receives at least one call request...
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7016485 |
Emergency call load management for call centers
An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions,...
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6968323 |
Dynamic allocation and pricing of resources of web server farm
The present invention relates to a computer implementable system and method for allocation and pricing of classified resources of a web server farm to customers by a resource center comprising...
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6959081 |
Expert hold queue management
A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call...
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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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6898190 |
Method for estimating telephony system-queue waiting time in an agent level routing environment
A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues....
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6868154 |
System and method for providing a service to a customer via a communication link
A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An...
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6819759 |
System and method for providing personalized and customized services for call center customers waiting in queue
For call center calls in queue, a queue system controls the provision of service information based on caller data. Service information such as advertising messages, audio entertainment, and...
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6801763 |
Technique for effectively communicating travel directions
A user while traveling may call an operator in an information/call center to request directions to a desired destination. In response, the operator obtains a directions file containing the...
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6801619 |
Device and system to facilitate remote customer-service
A device and system for providing customer-service over the Internet via remote browser control, text communication and two-way audio/one-way video link is disclosed. A user at a customer...
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6754333 |
Wait time prediction arrangement for non-real-time customer contacts
The present invention is directed to a contact center and methodology for servicing non-real-time contacts. The advance time for the non-real-time contacts is determined by subtracting the time of...
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6751672 |
Efficient dynamic home agent discovery algorithm and system
An efficient and improved dynamic home agent discovery algorithm and system to be used in a protocol for network communications. The present invention encapsulates and integrates communications of...
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6735300 |
Method and apparatus for enabling interaction between callers with calls positioned in a queue
The call handling system incorporating the invention is directed at: queuing a call when no agent is available to service the call; giving the caller an option to monitor (but not participate in)...
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6711256 |
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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6704409 |
Method and apparatus for processing real-time transactions and non-real-time transactions
A transaction control system is capable of receiving both real-time transactions and non-real-time transactions. The control system processes the received transactions using a transaction...
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6678266 |
ACD with packet data based agent interconnect
A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of...
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6665396 |
Call hold manager system and method
A communications system having a module operable to a establish a communication channel coupling a terminal unit and a device, in response to a request from the device, is provided. A proxy system...
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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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6574330 |
Bus interface for automatic call distributor
An automatic call distribution system includes an automatic call distribution network, a plurality of network terminations interconnectable with the automatic call distribution network using a...
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6560330 |
Rules-based queuing of calls to call-handling resources
Resolution of contention over resources ( 102-105 ) in an automatic call distribution (ACD) system ( 101 ) is effected as follows. Call attributes ( 202 ) are defined ( 140 ) for arriving calls (...
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6546083 |
System and method for placing a telephone call
The present invention provides a system for placing a telephone call using a telephone number and an extension. The system includes an origination device that receives a telephone number and an...
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6542489 |
Method and means for transmitting a service page in a communication system
The transmission of a service page according to the present invention provides for versatile data to be displayed on a display of a terminal, which is in contact with a telecommunication network,...
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6522743 |
Routing calls to call centers
A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer...
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6496580 |
Method and apparatus for servicing queued requests
Methods for servicing queued requests include the step of queueing at least one request for an initial wait time until at least one agent is available for accepting the queued request. A delay...
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