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US20140098948 SYSTEM AND METHOD FOR AUTOMATED CHAT TESTING  
A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop...
US20150146867 System And Method For Determining Customer Hold Times  
A system and method for determining customer hold times is provided. A database of caller profiles is maintained. A call from a caller is received into a call center and assigned to an agent. A...
US20150195404 SYSTEMS AND METHODS OF MANAGING COMPETING BUSINESS GOALS OF A CONTACT CENTER  
An optimization system for generating a visual representation of business goals in a contact center is disclosed. The optimization system includes a monitor module configured to monitor current...
US20140270135 Computer-Implemented System And Method For Efficiently Facilitating Appointments Within A Call Center Via An Automatic Call Distributor  
A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated...
US20140169547 SYSTEMS AND METHODS FOR PROVIDING SEARCHABLE CUSTOMER CALL INDEXES  
A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations...
US20150237209 SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER  
Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a...
US20150264178 SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM  
Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking performance in a contact...
US20120014519 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...
US20110103572 SYSTEMS AND METHODS FOR ANALYZING CONTACT CENTER INTERACTIONS  
Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a...
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...
US20090196412 System and method for orders and troubles metric attribution identification and aggregation  
A system and method for identifying, marking, retaining and aggregating attribute metrics for service order and trouble tickets (ticket data) may be performed as the service order and trouble...
US20150092936 REQUEST PROCESS OPTIMIZATION AND MANAGEMENT  
A method of optimizing and managing processes for responding to requests (such as claims for benefits, or insurance applications) includes creating a process definition, performing an optimization...
US20140050309 SYSTEM AND METHOD FOR REAL-TIME CUSTOMIZED AGENT TRAINING  
A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A...
US20150237206 METHOD AND APPARATUS FOR ANALYZING LEAKAGE FROM CHAT TO VOICE  
The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or...
US20140376707 SYSTEM, METHOD, AND COMPUTER PROGRAM PRODUCT FOR CONTACT CENTER MANAGEMENT  
A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a...
US20130039483 Automatic Supervisor Intervention for Calls in Call Center Based Upon Video and/or Speech Analytics of Calls  
A method, a system and computer readable storage media facilitate establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a...
US20050129212 Workforce planning system incorporating historic call-center related data  
Systems and methods for workforce planning, which in one embodiment among many, can be broadly summarized by a representative method of generating a forecast report by processing a work-planning...
US20090010419 System, Method, And Logic For Determining Presence Status According To The Location Of Endpoints  
Determining presence status associated with a user includes receiving presence statuses of endpoints associated with a first user. It is determined whether an endpoint exhibits significant...
US20140140494 DYNAMIC RECOMMENDATION OF ROUTING RULES FOR CONTACT CENTER USE  
A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored...
US20140270136 ADAPTIVE THRESHOLDING  
The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying...
US20140211931 System and Method for Generating and Delivering Automated Reports Concerning the Performance of a Call Center  
Transformation of binary data files created by a data logger of a telephone system used by a call center into a searchable form for generation of meaningful management reports concerning the...
US20150172465 METHOD AND SYSTEM FOR EXTRACTING OUT CHARACTERISTICS OF A COMMUNICATION BETWEEN AT LEAST ONE CLIENT AND AT LEAST ONE SUPPORT AGENT AND COMPUTER PROGRAM THEREOF  
A method, system and computer program product for extracting out characteristics of a communication between at least one client and at least one support agent The method comprising: receiving from...
US20080279363 Adaptive, self-learning optimization module for rule-based customer interaction systems  
The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure...
US20050091071 Business performance and customer care quality measurement  
An apparatus includes a plurality of storable representations of interactions between an agent of a business and customers, wherein the business is located in a first geographic area. A storage...
US20060115071 Method for detecting availability of non-traditional agent  
A method is provided for distribution and assignment of calls to an agent that has confirmed its current availability status. In one embodiment an agent is selected by the system and prompted for...
US20060062373 Call center agent presence verification  
In response to a customer call to a call center, an available agent is selected and the call is connected to the selected agent. Initially it is determined whether voice is present in the...
US20060093125 Messaging presence for non-messaging devices  
A method and apparatus are described that provides status information within a communication system. The method includes the steps of providing a resource list in an instant messaging registration...
US20110255682 HIGH PERFORMANCE QUEUELESS CONTACT CENTER  
A queueless 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,...
US20100158236 System and Methods for Tracking Unresolved Customer Involvement with a Service Organization and Automatically Formulating a Dynamic Service Solution  
A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the...
US20090067611 Unified Command and Control of a Multiplicity of Heterogeneous Systems Supporting Call Center Functionality  
A method and apparatus are provided for operating a plurality of call center products. The method includes the steps of providing an enterprise administration server and disposing a respective...
US20110255681 BITMAPS FOR NEXT GENERATION CONTACT CENTER  
A queueless 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,...
US20140219437 Interaction Management  
A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self...
US20130251135 OPERATING MANAGEMENT OF A CALL CENTER  
To check the status of an agent assigned to a call center in which geographic areas are respectively associated with geographic area identifiers (IdZ) communication terminals (TC) are respectively...
US20090016521 SYSTEM, METHOD AND PROGRAM FOR SETTING WAGE FOR CALL CENTER PERSONNEL  
System, method and program product for dynamically setting a wage offered to a multiplicity of inactive call center personnel. First program instructions automatically estimate a wait time for...
US20080043984 Integrating disparate systems within a pre-set CTI framework for routing  
A connector application for integrating disparate systems within a pre-set computer telephony integration framework for routing calls is provided. The connector application receives input...
US20110299676 CUSTOMER CARE SUPPORT SYSTEM WITH CALL AVOIDANCE PROCESSING  
Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A...
US20150207935 SETUP APPLICATION FOR GENERATING CUSTOM CODE  
Contact centers often employ a number of in-memory processes as one means of providing fast and efficient data processing. In-memory processes produce messages for reports or as inputs to other...
US20140307862 DISTRIBUTED HARDWARE/SOFTWARE SYSTEM FOR MANAGING AGENT STATUS IN A COMMUNICATION CENTER  
An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for...
US20140086401 SYSTEM AND METHOD FOR MONTIORING HEALTH OF DEPLOYMENT STATES FOR A CONTACT CENTER  
A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The...
US20150117629 SYSTEM AND METHOD FOR MONITORING HEALTH OF DEPLOYMENT STATES FOR A CONTACT CENTER  
A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The...
US20140010360 CALL MANAGEMENT APPARATUS, CALL MANAGEMENT METHOD, AND RECORDING MEDIUM  
A call management apparatus includes a storage storing a questioner identifier in association with a reference data identifier for a call performed between a questioner and an operator who...
US20140233719 GRAPHICAL USER INTERFACE FOR MONITORING AND VISUALIZING CONTACT CENTER ROUTING STRATEGIES  
A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact...
US20050010658 Method for improving the establishment of group calls between terminals, and terminal  
A method for improving the establishment of a group call between terminals in a telecommunication system, in which at least some of the terminals maintain data in the system concerning a dynamic...
US20090252319 METHODS, SYSTEMS, AND COMPUTER READABLE MEDIA FOR AUTOMATICALLY DISPLAYING CUSTOMIZED CALL CENTER OPERATING STATISTICS BASED ON USER PROFILE INFORMATION  
The subject matter described herein includes methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile...
US20130208880 METHOD AND APPARATUS FOR EVOLUTIONARY CONTACT CENTER BUSINESS INTELLIGENCE  
A web-based contact center state engine provides data describing the state of the contact center system and actionable intelligence including key performance indicators. The contact center state...
US20110206198 METHOD, APPARATUS AND SYSTEM FOR CAPTURING AND ANALYZING INTERACTION BASED CONTENT  
An apparatus and methods for capturing and analyzing customer interactions the apparatus comprising interaction information units, interaction meta-data information units associated with each of...
US20090154685 APPARATUS, METHOD, AND COMPUTER PROGRAM PRODUCT FOR GEOGRAPHIC CALL CENTER STATUS AND SECURITY  
An apparatus, method, system, and computer program product are provided for producing a geographical mapping of the status, activity, security, work-force, and other information of call centers....
US20150124952 DETERMINING MOST EFFECTIVE CALL PARAMETERS AND PRESENTING TO REPRESENTATIVE  
Embodiments of the invention are directed to a system, method, or computer program product for determining most effective call parameters for a representative-customer interaction for a...
US20140247936 SYSTEMS AND METHODS FOR MANAGING REPORTING DATA ON A HOSTED ON-DEMAND REPORTING SYSTEM  
An information managing system for managing contact center information is disclosed. The information managing system includes a plurality of receivers for receiving information from at least one...
US20140079207 SYSTEM AND METHOD FOR PROVIDING DYNAMIC ELASTICITY OF CONTACT CENTER RESOURCES  
A system and method for dynamically scaling up or down, resources of a contact center tenant, based on detected or predicted demands on the contact center tenant. A processor monitors and collects...
Matches 1 - 50 out of 86 1 2 >