Matches 1 - 50 out of 191 1 2 3 4 >


Match Document Document Title
US20130028406 SYSTEM, METHOD AND SOFTWARE FOR A SPEECH-ENABLED CALL ROUTING APPLICATION USING AN ACTION-OBJECT MATRIX  
A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be...
US20130163746 VOICE RESPONSE UNIT (VRU) OPTIMIZATION  
Systems, methods, apparatuses, and computer-readable media for voice response unit optimization are presented. Embodiments of the invention relate to providing a user with the ability to specify...
US20140093061 PASSIVE, NON-AMPLIFIED AUDIO SPLITTER FOR USE WITH COMPUTER TELEPHONY INTEGRATION  
A passive, non-amplified audio switch for a computer telephony system is provided. The passive, non-amplified audio switch provides a first telephone jack to receive audio in and send audio out to...
US20130064358 System and Method for Providing Healthcare Related Services  
A system and a method for receiving, by a processing device, a call from a communication device associated with a patient, the communication device associated with a patient having a unique...
US20070003051 System, network entity, terminal, method, and computer program product for presence publication  
A system for presence publication, such as in a push-to-talk over cellular service, provides means for avoiding the reporting of conflicting presence information to a presence server. Two...
US20120020472 Call Routing Monitoring, Control and Reporting  
Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time,...
US20120195421 CUSTOMER/SUBSCRIBER/USER IDENTIFICATION VIA UTILIZED SERVICE NODE/POINT  
Management of call center call routing is provided. Service calls directed to a call center may be routed for processing based on an identification of a service node of a caller. The service node...
US20090067586 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...
US20120140910 METHOD AND APPARATUS FOR HANDLING A TELEPHONE CALL  
A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a...
US20130051544 NETWORK VALUE DETERMINATION FOR CALL CENTER COMMUNICATIONS  
Embodiments of the invention are directed to a call center system providing network metrics based off of an individual's social networking connections, and more particularly embodiments of the...
US20140219439 SYSTEM AND METHOD FOR AUTOMATING SKILLSET ADDITIONS  
Embodiments of the invention provide systems and methods for updating customer service agent skillset definitions within a customer relationship management system. According to one embodiment,...
US20130223612 DYNAMIC ADJUSTMENT OF MULTI-DIMENSIONAL ROUTING RULE  
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, support the...
US20110035658 WEB-BASED NETWORK MONITORING TOOL  
A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other...
US20120288080 METHOD AND APPARATUS FOR INTERFACING A CUSTOMER WITH A CALL CENTER  
A method for interfacing a customer with a call center. Information obtained from a Radio Frequency Identification (RFID) tag is transmitted to the call center to provide additional information...
US20140105379 SYSTEM AND METHOD FOR AUTOMATED VOICE QUALITY TESTING  
A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference...
US20130223611 BREAK INJECTION AT WORK ASSIGNMENT ENGINE OF CONTACT CENTER  
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, include a...
US20070269038 DYNAMIC ROUTING OF CUSTOMER TELEPHONE CONTACTS IN REAL TIME  
A process for dynamic routing of customer contacts to call recipients includes establishing accounts in a call recipient contact system for a plurality of call recipients. The plurality of call...
US20130010947 System and Method of Determining Call Treatment of Repeat Calls  
A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on...
US20120213357 APPARATUS, SYSTEM, AND METHOD FOR AUTOMATED CALL INITIATION  
Apparatus, system, and methods are disclosed for automated call initiation. In some implementations, the method for automated call initiation includes initiating an automated call to a destination...
US20130163731 Techniques for Customer Relationship Management  
Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a...
US20140133645 Method And Apparatus For Network-Intelligence-Determined Identity Or Persona  
A method and apparatus is presented for enabling an agent to assume the identity or persona of a called party and process calls directed to the called party. In one embodiment, methods, which...
US20120057691 Routing Communication Sessions in a Contact Center  
A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of...
US20110150207 SYSTEMS AND METHODS FOR DISCOVERING CUSTOMER CENTER INFORMATION  
A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality...
US20110123015 SOCIAL MEDIA LANGUAGE IDENTIFICATION AND ROUTING  
A communication from a person in a first language is received at a contact center. A social network that the person frequents is searched to determine if the person can converse in a second...
US20130016823 Computer-Implemented System And Method For Providing Coaching To Agents In An Automated Call Center Environment Based On User Traits  
A computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a...
US20080123839 Peer to Peer Contact Center  
A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects...
US20140219436 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 accessed. The method includes receiving performance information from a performance monitoring system associated with...
US20130177147 SYSTEMS, METHODS AND COMPUTER READABLE MEDIA FOR DYNAMICALLY ASSIGNING CONTACTS TO AGENTS  
Systems, methods and computer-readable media for dynamically assigning contacts to agents include calculating a unique contact proficiency score for at least a portion of a plurality of agents,...
US20140241518 PORTABLE CONTINUITY OBJECT  
A method for providing continuity over a series of transactions is provided, comprising the steps of (a) creating a Portable Continuity Object (PCO) as a defined digital package by an instance of...
US20130202101 SYSTEM AND METHOD FOR MANUAL INITIATION OF COMMUNICATIONS TO MEMBERS OF A CONTACT LIST  
Customer service agents within a communications handling center, such as a contact center handling telephone calls, are assigned to queues. One or more calling agents are also given rights to...
US20140126712 TELEPHONIC TELESERVICES MANAGEMENT  
A system and method to provide telephonic teleservices management is provided. The system may comprise a session management module used to establish a session with an agent via a telephone of the...
US20090150225 DEVELOPING INTERACTIVE CALL CENTER AGENT PERSONAS  
A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population...
US20120087486 CALL CENTER RESOURCE ALLOCATION  
A method for determining call center resource allocation can include modeling call center performance over an operations time period using a computer. A number of replicas of the modeled call...
US20060147025 Contact center business modeler  
A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating...
US20100128861 DATABASE FAILURE DETECTION AND RECOVERY FOR CALL MANAGEMENT SYSTEM  
Methods, systems, apparatus and computer program products for managing calls using a call management system are described. The call management system can receive a call from a communication device...
US20090238359 Leveraging A Sip Forking Model for Distributed Contact Center Routing  
A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting...
US20130051545 CALL CENTER SYSTEM FOR DYNAMIC DETERMINATION OF APPROPRIATE REPRESENTATIVE  
Embodiments of the invention are directed to a call center system for dynamically determining an appropriate customer service representative, and more particularly embodiments of the invention are...
US20120155630 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...
US20120095810 LARGE SCALE PRIVACY PROTECTED CAMPAIGN MOBILIZATION METHOD  
A System for conducting automated campaigns consists of an organization creating a caller list, a receiver list and initiating a click-to-call process whereby callers are prompted to become aware...
US20050129211 Directly contactable call center agents  
Contact centers typically have an entry process to receive incoming contacts and distribute those appropriately amongst agents associated with the contact center. This entry process is often...
US20120263290 CALL CENTER SYSTEM WITH ASSISTED-CONFIGURATION AND METHOD OF OPERATION THEREOF  
A method of operation of a call center system includes: providing a commissioning terminal in a first locale; providing a hardware device coupled to the commissioning terminal; provisioning a...
US20120099720 SYSTEM AND METHOD FOR MAXIMIZING EFFICIENCY OF CALL TRANSFER SPEED  
A system and method for maximizing efficiency of call transfer from being between a customer and a dialing agent, to being between the customer and a talker is provided. The method contains the...
US20050074113 Heuristic interactive voice response system  
A method is described comprising: providing a first interactive voice response (“IVR”) menu structure usable over a telephony communication channel by one or more users; evaluating usage patterns...
US20060233345 Automatic contact distributor with workflow system integration  
A method and apparatus are provided for operating an automatic contact distributor by an organization having a plurality of agents. The method includes the steps of detecting receipt of a...
US20070274507 AUTO ATTENDANT TELEPHONE SYSTEM  
An auto attendant system in which a plurality of individually scheduled auto attendants can either receive calls on direct lines from outside a company or on links from other auto attendants in...
US20060227952 Enhanced provision of low-cost professional services  
A method is provided for providing low-cost professional services. The method includes the steps collecting information from a user regarding a desired professional service, creating at least one...
US20070116240 Systems and methods for qualification-based intelligent call routing  
Systems and methods are provided for routing calls. The calls may be routed based on criteria. In one example, the criteria include a requirement that an agent be licensed. The licensing...
US20130279685 MULTI-TASKING RELIEF  
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...
US20130294596 System and Method for Speech-Enabled Call Routing  
In a particular embodiment, a method includes receiving a communication from a source. The communication is associated with an account of the source. The method further includes determining, at a...
US20140044250 REAL-TIME CUSTOMER FEEDBACK  
Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments...

Matches 1 - 50 out of 191 1 2 3 4 >