Matches 1 - 50 out of 86 1 2 >


Match Document Document Title
US20110064211 SYSTEM AND METHOD FOR BUILDING A COMMUNICATION LINK  
This invention discloses a method to build a communication link between a client and a customer service of the dispatching company. The dispatching company has a plurality of dispatch lists, each...
US20110274265 METHOD AND SYSTEM FOR UPGRADING A COMPUTER TELECOMMUNICATION INTEGRATION EQUIPMENT  
A method and system for upgrading a computer telecommunication integration equipment is provided, the method comprises: a master computer telecommunication integration (CTI) equipment and a slave...
US20120027194 SYSTEM AND METHOD FOR MANAGING ABRUPT CONTACT DISCONNECTS  
Embodiments of the present invention relate to a system and method for managing abrupt contact disconnects. In accordance with one embodiment, there is provided a method for managing abrupt...
US20120183129 ENHANCED DIRECTORY ASSISTANCE SYSTEM  
An enhanced directory assistance system includes a telephone switch for receiving calls from at least one caller desiring to receive directions. A direction module is configured to receive a...
US20120237016 SYSTEM AND METHOD FOR OBSERVING A COMMUNICATION SESSION  
An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the...
US20080240403 DUAL MODE NETWORK TELEPHONY GATEWAY  
A system and method for routing and interacting with a dual mode network telephony environment are disclosed. In one embodiment, the system includes an external analog telephony line, a DSL modem,...
US20070036329 Call center support and documentation system  
A call center support and documentation system is provided. The call center support and documentation system assists an agent of a call center in processing calls. Specifically, the system assists...
US20120082303 METHOD AND SYSTEM FOR MANAGING A CONTACT CENTER CONFIGURATION  
A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual...
US20050008139 Agent registration and bidding system  
A method and apparatus are provided for assigning a call to one of a plurality of agents. The method includes the steps of providing a description of the call to each of the plurality of agents,...
US20140112457 METHOD AND SYSTEM TO PROVIDE PRIORITY INDICATING CALLS  
A method implemented to provide voice calls in a network. The method comprises receiving a voice call initiation request at a caller agent, wherein the voice call initiation request is triggered...
US20120093306 METHODS AND SYSTEMS FOR MONITORING CONTACT SESSIONS OF A CONTACT CENTER  
A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact...
US20090080639 CALL VOLUME BASED IVR CALL DURATION AND PORT ADJUSTMENT  
A method, system and computer-readable medium are disclosed for adjusting port usage and call duration in an interactive voice response (IVR) system based on changes in call volume. In one...
US20070154007 Method and device for agent-optimized operation of a call center  
Offers for the purchase of goods and for the conclusion of contracts are made in call centers to a plurality of customers. Aside from the goods, a successful business transaction depends on...
US20110110364 SECURE CUSTOMER SERVICE PROXY PORTAL  
A portal system for secure, aggregated and centralized management and access of disparate customer service and social networking environments is disclosed. A user interface provides multiple,...
US20060239439 Method for increasing ease of doing business through use of an access point model  
A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web...
US20070116238 METHOD AND SYSTEM FOR ON-LINE TRADING  
A website run by a server can be accessed by many visitors. Service and support for the website are provided by a live agent at a call center by engaging the visitors in verbal conversations. A...
US20120039459 COMMUNICATION CENTER METHODS AND APPARATUS  
A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable....
US20070041563 Call centre having operator workstations, a switching device and a call distribution system, and a method of operating a call centre of this kind  
A call centre in a communications network, having a plurality of operator workstations, a switching device and a call distribution system, and to a method of operating this call centre is...
US20070041562 Inter campaign and queue cooperation  
Generally, the invention is a device, method, and system for transferring a communication session from a first outbound campaign to a second outbound campaign. The first outbound campaign may...
US20070160187 System and method for redirecting a telecommunicating party to an information source over a computer network  
A system and method for providing an access code to an interested party who is engaging in communications with a call center agent over a communications line and directing the interested party to...
US20110182418 Method for Implementing and Executing Communication Center Routing Strategies Represented in Extensible Markup Language  
A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute;...
US20070036333 Method of handling overflow calls  
A method of handling excess telephone calls from a caller to an information providing center of an entity in which it is determined if a call to the information providing center of the called...
US20070002829 Internet protocol voice logger  
The present invention provides a communication system, which comprising a plurality of user agents, a media relay gateway, a command center, and a session controller. Each user agent is capable of...
US20080075267 Service oriented architecture automation by cab or taxi design pattern and method  
Computer implemented method, system, and computer usable program code for handling service requests. A service request is received at one service provider of a plurality of service providers, each...
US20070274506 DISTRIBUTED CALL CENTER SYSTEM AND METHOD FOR VOLUNTEER MOBILIZATION  
A system and method to facilitate effective telephone calling campaigns that may be conducted by geographically dispersed individuals using inexpensive communications systems, such as the Internet...
US20070036328 Virtual world escrow  
In one aspect, a method related to conducting virtual world transactions. In addition to the foregoing, other method and system and program product aspects are described in the claims, drawings,...
US20080152121 ENHANCING CONTACT CENTERS WITH DIALOG CONTRACTS  
The present solution can include a method for using dialog contracts for contact center interactions. The method can include a step of determining a context that applies to a caller who is...
US20060245576 Technique for continually assisting a user during an information assistance call  
A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an...
US20100316212 REMOTE MEDIA CALL CENTER  
The call center processing system disclosed enhances the capabilities of traditional call centers. In particular, the processing system allows a call center to receive, aggregate, and index many...
US20070160188 Home Agent Access in Call Routing Management Based on Caller Language  
Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which...
US20050198107 Systems and methods for queuing order notification  
A mechanism for providing patrons waiting in a service provider's queue with information as to their status in the queue are provided. While a patron is in the queue, at time intervals specified...
US20060251236 SIP ACD multi-tenant mechanism that facilitates multiple levels of partitions or tenants  
A method and apparatus are provided for routing a SIP INVITE by a contact distributor that provides contact distribution services to a plurality of independent contact distribution services...
US20060256949 Systems and methods for callback processing  
Systems and methods for allowing a call center to accept and schedule callback appointments for the service of inbound calls at times which are convenient for the inbound caller as well as...
US20070206771 Key talk  
A system and method for providing verbal communication between at least one first communicator and at least one second communicator. The system includes a plurality of lexicons wherein at least...
US20070127687 Call center operations system  
A multi-call-center operations system is provided with a collective operator management device for determining an increase or a decrease in the number of operators in charge of outbound service at...
US20070036330 CALL LOGGING AND CALL LOGGING NOTIFICATION AT TELECOMMUNICATIONS SERVICE PROVIDER GATEWAY  
An apparatus, system, methods and computer-readable media that effectively operate at a telecommunications service provider gateway to enable the delivery of call logging notification (e.g., beep...
US20050190908 Call center management systems  
A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central...
US20070263837 Methods and systems for setting up a call center  
Methods according to the exemplary embodiments are used to set up call centers. For example, such methods can include the steps of determining call types to be handled by the call center and a...
US20080095354 Call Prioritization Methods in a Call Center  
According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a...
US20100208028 Method and System to Connect Consumers to Information  
This invention provides for a method of (or apparatus for) facilitating the delivery of advice to consumers using a server unit which can store and display the names and characteristics of experts...
US20060271418 Method for discovering problem agent behaviors  
A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a...
US20070201675 Complex recording trigger  
Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated...
US20070291922 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...
US20050169452 Method and apparatus for self-evaluation and randomization for predictive models  
Disclosed are methods and apparatus for evaluating a certainty characteristic of a predictive model. When a decision needs to be implemented, the predictive model is utilized unless the certainty...
US20070201676 Supervising monitoring of agents  
A system, method, and device for monitoring communications or agents in a contact center are disclosed. The exemplary system may have a monitoring station for transmitting a request to monitor an...
US20120108230 CONSUMER ELECTRONIC REGISTRATION, CONTROL AND SUPPORT CONCIERGE DEVICE AND METHOD  
We disclose a concierge device that can be configured to register, control and support a consumer device. It can alternatively or redundantly connect to a home management bridge and/or cloud-based...
US20070206767 System and method for integrated display of recorded interactions and call agent data  
Methods and systems are provided for viewing call center agent interactions from a window displaying schedule information. In one embodiment, the method comprises the steps of: displaying a...
US20070206769 User-defined priority call router  
A priority routing process is provided for routing calls received via a call routing system to a live call center agent. Routing is determined through collection of Automated Call Distribution...
US20070274503 Feeble ring tones  
A system and method for permitting an initiator of a communication session request and a recipient of the communication session request to quickly negotiate the beginning of a communication...
US20070291923 Method and apparatus for the purchase, sale and facilitation of voice over internet protocol (VoIP) consultations  
The present invention relates to a novel method and apparatus for facilitating voice-to-voice communication in an on-line environment between requestors seeking advice and helpers providing...

Matches 1 - 50 out of 86 1 2 >