Match Document Document Title
9042526 Method and apparatus for enabling a calling party to leave a voice message for a called party in response to a command provided by the calling party  
A method for allowing a calling party to leave a message for a called party. The method comprises: receiving a command provided by the calling party and indicative of a desire of the calling party...
9036805 Implementing a network of intelligent virtual service agents to provide personalized automated responses  
An intelligent virtual service agent implemented on a computer platform with a processor and a memory is assigned a responsibility to automatically interact with different users via different...
9025743 System and method for processing quick note messages  
A system and method for processing quick note messages. A call from a calling party is intercepted prior to transmitting the call to the receiving telephone and prior to ringing the receiving...
9020129 Methods, systems, and computer program products for providing human-assisted natural language call routing  
Techniques for routing a telephone call are provided. A call interface device of an interactive voice response system is configured to receive the telephone call from a caller. A level one agent...
9020107 Performing actions for users based on spoken information  
Techniques are described for performing actions for users based at least in part on spoken information, such as spoken voice-based information received from the users during telephone calls. The...
9014350 Method for providing a beacon to ensure delivery of automated messages over a telephone or voice messaging system  
A method to detect the pause in the personal or system message to determine when to leave the payload message, but since there is an issue of the carrier disconnecting the call while waiting to...
9008286 Dynamically generated graphical user interface for interactive voice response  
A device may be configured to receive information regarding a call center. The received information may include an interactive voice response (“IVR”) menu configuration that includes contact...
9003300 Voice response unit proxy utilizing dynamic web interaction  
A system, method and program product for providing a voice response unit (VRU) proxy. A system is provided that includes: a graphical user interface (GUI) for dynamically displaying information...
9001976 Speaker adaptation  
A method for speaker adaptation includes receiving a plurality of media files, each associated with a call center agent of a plurality of call center agents and receiving a plurality of terms....
8996641 Method and system for a personalized content dissemination platform  
The disclosure provides a method and corresponding system for personalizing and disbursing content material in an automated fashion based on differing characteristics or profiles of the...
8995627 System and method for providing access to a visual phone menu  
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for providing access to a visual phone menu is disclosed. One of the methods includes receiving a...
8989785 Method of providing voicemails to a wireless information device  
Voicemail is received at a voicemail server and converted to an audio file format; it is then sent or streamed over a wide area network to a voice to text transcription system comprising a network...
8983038 Method and apparatus of processing caller responses  
Disclosed is a method, apparatus, system and non-transitory computer program product configured to process user call responses and assign caller specific preferences to the user based on the...
8983841 Method for enhancing the playback of information in interactive voice response systems  
A network communication node includes an audio outputter that outputs an audible representation of data to be provided to a requester. The network communication node also includes a processor that...
8983040 Method and device for consulting a voice message  
A method for consulting a voice message received and a method for providing a compounded voice message. The compounded voice message is composed of at least one first and one second voice...
8976945 Visual IVR directory system  
Disclosed is a visual IVR directory system for enabling a user to telephonically interact with organizations, the IVR system comprising a database comprising a plurality of organization entries...
8958532 Navigating an interactive voice response system  
Embodiments of the invention relate to effectively traversing the structure of an interactive voice response system. A menu associated with the system is organized and arranged in a hierarchy....
8953757 Preloading contextual information for applications using a conversation assistant  
Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product is identified by the remote learning engine based on the accessed usage...
8953752 Systems and methods for playing recorded announcements  
The invention features a computer-implemented method for playing back an announcement message to a user device. The method includes initiating, by a computing device, an announcement session in...
8953773 Incorporating interactive voice response functions into a work assignment engine script  
A contact center is described along with various methods and mechanisms for administering the same. In general, methods and mechanisms are disclosed that are configured to provide interactive...
8948352 Multi-channel interactive message response system  
The current application is directed to a multi-channel interactive message response system that allows for interaction between users and the multi-channel interactive message response system...
8948368 System and method for storing call recordings in a call center  
A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The...
8942358 Unified and best messaging systems for communication devices  
A unified messaging system which can provide messaging services for a plurality of different “message types” is disclosed. The unified messaging system can serve as a single interface to a number...
8938052 Systems and methods for structured voice interaction facilitated by data channel  
A voice channel connection and a data channel connection are established with a structured voice interaction system. Navigation information for and provided by the structured voice interaction...
8935689 Concurrent embedded application update and migration  
Embodiments of the present invention provide a system, method, and computer program product for updating software on an embedded computer device. According to one aspect of the present invention,...
8929517 Systems and methods for visual presentation and selection of IVR menu  
Embodiments of the invention provide a system for generating an Interactive Voice Response (IVR) database, the system comprising a processor and a memory coupled to the processor. The memory...
8929519 Analyzing speech application performance  
A method of analyzing speech application performance can include determining a call path for each of a plurality of calls from a log of an interactive voice response system having a speech...
8923838 System, method and computer program product for activating a cellular phone account  
A system, method and computer program product are provided for activating a cellular phone account utilizing automated speech recognition. In use, information about a user is received over a...
8917825 Telephone-based commerce system  
A speech application implements a telephone-based commerce system and method which complements a core payment processing business and influences banks and other key partners to conduct such...
8917828 Multi-channel delivery platform  
A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor....
8917832 Automatic call flow system and related methods  
Systems and methods are provided for obtaining statistics from the use of a voice application. More particularly, the invention may comprise an interception engine that is configured to receive a...
8917835 Visual voicemail privacy protection  
Visual voicemail privacy protection is implemented by requiring a credential from a user or a user device before providing voicemail data to the user. The credential may be a user name and...
8917831 Method and system for directing a call to a matching service  
An approach for directing a call to a matching service of a call destination is described. A call matching manager determines that a call is to be redirected from a first voice response unit based...
8917830 Audio call screening for hosted voicemail systems  
The present invention allows a user to screen messages being left at a hosted voicemail system from a telephone terminal. Incoming calls intended for the telephone terminal are routed to the...
8897427 Method and apparatus for enabling a calling party to leave a voice message for a called party  
A method for execution by a network entity to allow a calling party to leave a message for a called party, the calling party using a communication device to call the called party, the network...
8879703 System method and device for providing tailored services when call is on-hold  
Embodiments of the present invention enable a telephone calling device to monitor information exchanged between the device and a destination after establishing a telephone call with the...
8879698 Device and method for providing enhanced telephony  
Embodiments of the invention provide an enhanced communication device and a method for providing enhanced telephony. The enhanced communication device comprises a processor. The enhanced...
8879695 System and method for selective voicemail transcription  
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for selectively transcribing messages. Five general approaches are disclosed herein. The first approach is...
8867708 Systems and methods for visual presentation and selection of IVR menu  
Embodiments of the invention provide a system for enhancing user interaction with Interactive Voice Response (IVR) destinations, the system comprising: a processor; and a memory coupled to the...
8868100 Systems and methods for preventing noise transmission at end of telephone calls  
A system for preventing noise transmission at the end of a telephone call includes a telephone having a handset and a base unit. The telephone has a proximity sensor configured to detect when the...
8868427 System and method for updating information in electronic calendars  
Systems and methods for updating electronic calendar information. Speech is received from a user at a vehicle telematics unit (VTU), wherein the speech is representative of information related to...
8855274 System and method of providing caller identification information  
Systems and methods for providing caller identification information are provided. A method of providing caller identification information may include receiving caller identification information...
8848882 System for and method of measuring caller interactions during a call session  
A system for and method of monitoring caller interactions during a call session is presented. The system and method for monitoring caller interaction may include receiving information from a call...
8842812 Method and apparatus for providing improved support to users on interactive voice response breakout session  
In one embodiment, a method includes obtaining context information associated with a call into a call center. The context information includes at least one input provided by a caller during the...
8837688 Provision of private information to voice telephone call parties  
A system and method for providing private information content to a voice telephone call parties prior to, during or following a call. In one aspect, the system and method may be implemented in a...
8831204 Protecting sensitive information provided by a party to a contact center  
A secure three-way bridge in a SIP-based processing switch protects sensitive information provided by a party during a call with an agent in a contact center. During the call, the agent may bridge...
8831184 Systems and methods to redirect incoming contacts  
Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in...
8831187 Telephone system  
According to one embodiment, a telephone system includes a plurality of terminal devices which are connected to a packet communication network to realize voice calls with one another via the...
8824646 Method and apparatus for intelligent processing of suspend and resume operations in a call center  
Methods and apparatus are provided for processing “on hold” commands in a call center. A communication dialog is processed by storing a checkpoint containing a context of the communication;...
8817669 Method and apparatus for managing telephone calls  
A system and method for managing telephone calls is disclosed. The system includes a central controller that receives and processes telephone calls. The identity of a caller is first determined....