Matches 1 - 50 out of 62 1 2 >


Match Document Document Title
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...
US20110096918 CALL FEATURES FOR AUTOMATIC CALL DISTRIBUTION SYSTEM  
Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred...
US20050152530 System and method for providing communications services  
An enhanced services system for a telecommunications network includes operator equipment accessible by an operator, and a routing system for routing a call from a caller to the operator equipment....
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...
US20120114112 CALL CENTER WITH FEDERATED COMMUNICATIONS  
A system including an agent information system configured to expose agent information federated from a service provider; a communication interface configured to receive a call; and a computer...
US20070230681 PRESENCE AWARENESS AGENT  
The present invention is directed to a customer contact 100 in which a agent service function 136 to collect predetermined types of information regarding the contact and/or the contact center 100...
US20050094799 Technique for effectively processing and dynamically routing communication calls  
In an arrangement where calls are directed to different call centers, each call center based on selected metric measures determines whether an incoming call is an “overflow” call to be rerouted to...
US20070127689 System and method for increasing completion of training  
Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to...
US20060233346 Method and system for prioritizing performance interventions  
A member of a workforce of a contact center, such as an agent of a call center, can receive performance interventions, such as training, information, tips, or other items intended to enhance...
US20060002540 Real-time customer service representative workload management  
A system and method is provided that includes an automatic call distribution system adapted to communicate over a network and includes a software control module. The automatic call distribution...
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...
US20060013380 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...
US20110317828 APPARATUSES AND METHODS TO OBTAIN INFORMATION WITHOUT DISCLOSING THE INFORMATION TO AN AGENT AND WITHOUT RECORDING THE INFORMATION  
The technology of the present application provides a processor (a.k.a. a confidential processor) to obtain confidential information from a customer and to inhibit a customer service representative...
US20070003050 Method and system for call to role  
Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific...
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...
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...
US20070116239 Method and system for providing telephone communications between a website visitor and a live agent  
A website run by a server can be accessed by many visitors. Services and support for the website are provided by a live agent that can engage the visitors in verbal conversations. A conversation...
US20050220288 Technique for routing a call to a call center based on the geographic origin of the call  
A telephone or other communications device may be identified by a telephone number based on a home area (e.g., “NPA” or area code). When a caller is traveling with a cellular telephone, for...
US20060182258 Contact-center routing based on games or contests involving the agents  
A new routing protocol for routing service requests in a contact center is provided that takes into account the results of games played by the agents and the game actions of the agents. The system...
US20050195961 System, method and software for delivering targeted content to queued users  
A system, method and software for delivering targeted queue-time content are provided. In response to user selection of a transaction or information from a call center, content matched between the...
US20080019500 Shared Call Center Systems and Methods (GigaPOP)  
Embodiments of the present invention relate to shared call centers. More particularly, embodiments of the present invention relate to a shared call center that is in electrical communication with...
US20060109974 System and method for IVR transfer of an inbound call  
In a method and system for transferring an inbound call received by a first agent, input information describing agent authentication and call destination is received from the first agent. The...
US20050141692 Computer-telephony integration (CTI) system for controlling an automatic call distribution system using a bidirectional CTI model  
A Computer-Telephony Integration (CTI) system is used to control an Automatic Call Distribution (ACD) system, and non-ACD phone functions, where all functions can be performed at either the phone...
US20160036980 System and Method for Addressing Hard-To-Understand for Contact Center Service Quality  
A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is...
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...
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...
US20070071006 Delivery of communications services in developing regions  
A technique for delivering communications services to a large number of users employing relatively inexpensive, widely available handsets. More particularly, the technique utilizes a network...
US20070036331 Method and system for automatically synchronizing and auditing databases of telephone call center switching systems in a telephone call center network  
A telephone call center system for directing incoming calls from callers to agents includes first and second call center switches such as ACDs and PBXs. The first switch has a configuration...
US20060104433 Call center campaign system  
A call center campaign system is disclosed that permits a campaign agent to participate in a campaign upon a review of the agent's skills set. In one embodiment the skills set is stored on an...
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...
US20080205625 EXTENDING A STANDARDIZED PRESENCE DOCUMENT TO INCLUDE CONTACT CENTER SPECIFIC ELEMENTS  
The present invention extends XML based presence documents to include contact center specific information. The XML presence document can conform to the Common Profiles for Instant Messaging (CPIM)...
US20060222164 Simultaneous usage of agent and service parameters  
A system and method for routing a contact to an agent based on a combination of agent parameters and service parameters includes receiving a first contact and determining attributes of the...
US20050232408 System for contact system entities beyond end-points to track state availability and capabilites by implementing SIP presence technologies  
A method and apparatus are provided for processing information within a computer system. The method includes the steps of sending a SIP SUBSCRIBE message from a first computer resource of the...
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...
US20050213742 Call center system and call reservation method  
It is characterized by a call center server equipped with selection means 55 connected to an exchange which forms a talk channel between an external line and a plurality of extension telephones...
US20060072738 Dialoguing rational agent, intelligent dialoguing system using this agent, method of controlling an intelligent dialogue, and program for using it  
A rational agent includes interpretation means to transform events translating a communication activity of an external agent into incoming formal records, a rational unit producing outgoing formal...
US20060072733 System and method for merchant contact and lead management  
A system is used with advertisements or merchant listings that include promotional phone numbers associated with particular merchants. The system includes a database of associations between phone...
US20050117735 Method for load distribution with multiple distribution points  
A method and apparatus are provided for processing calls within a call processing system having a plurality of call servers coupled to the public switched telephone network. The method includes...
US20080246592 SYSTEM AND METHOD FOR MANAGING CUSTOMER QUEUING  
A system and method for managing customer queuing is provided. A new request is received from a user. The new request is assigned to a queue. Placed requests waiting in the queue ahead of the new...
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...
US20060227961 Apparatus and method for load balancing contact communications  
Apparatus and method for load balancing communication contacts between a plurality of remote, non-associated contact centres in a commercial context. A centralised processing hub is configured to...
US20050286706 Recorded call playback  
A computer system and method is disclosed for playing a recording to multiple parties to a communication. An automatic communication distributor establishes a communication channel between a...
US20060291644 Method and apparatus for managing scripts across service centers according to business conditions  
A script generator (101) coupled to one or more service centers (112) has a memory (106), and a processor (104). The processor is programmed to establish (202)a library of scripts for use by the...
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...
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...
US20060245577 System and method for providing agent directed automatic call backs  
A method and system of providing an agent directed automatic call back to a customer in a call center is presented. A screen display is established on an agent's computer, the screen display...
US20100150336 CROSS-CALL AGENT EXTENSION MOBILITY WITH CALL ADMISSION CONTROL AND EMERGENCY CALLING  
A system for cross-registration of a phone device is provided. The system includes a local call processing system that stores phone device information for a local phone that is operable to be used...
US20100128866 MODIFICATION OF SYSTEM CALL BEHAVIOR  
The behavior of a system call may be modified. A modification component may pre-processes and/or post-process a system call to change the behavior of the system call. Pre-processing may involve...
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,...
US20050111652 Call information recording  
A system, an apparatus, and a method for obtaining information related to a call and formatting that information in a non-proprietary format.

Matches 1 - 50 out of 62 1 2 >