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US20120321071 TECHNICAL SUPPORT AGENT AND TECHNICAL SUPPORT SERVICE DELIVERY PLATFORM  
An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing...
US20150078546 DIALER FOR CALL ROUTING SYSTEMS  
A method for connecting a smartphone to a telephone via a call routing system includes presenting by the smartphone of a list of destination telephones that are connectible to the smartphone via a...
US20140044251 System and Method for Providing Call-Back Options  
A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a...
US20110091020 CORRELATING CALL LOG FILES USING VOICE PRINTS  
A system is presented for logging and recording a call to a call network. The system comprises a voice print logic for generating a voice print of a caller who is making a call to a call network....
US20140119531 METHOD FOR PROVIDING SUPPORT USING ANSWER ENGINE AND DIALOG RULES  
According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction...
US20140037082 Method and system for managing interactive communications campaigns with text messaging  
A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and...
US20150103996 SYSTEM AND METHOD FOR TELEPHONE COMMUNICATIONS ON THE INTERNET  
METHOD AND SYSTEM FOR TELEPHONE COMMUNICATIONS ON THE INTERNET comprising a central server (1) and at least one web page server (2) connected to the Internet (I), with pages accessible from a...
US20140153709 System And Method For Automatically Generating Adaptive Interaction Logs From Customer Interaction Text  
A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system...
US20120020473 METHOD AND SYSTEM FOR ROUTING TEXT BASED INTERACTIONS  
Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be...
US20140072115 SYSTEM AND METHOD FOR DYNAMIC CONFIGURATION OF CONTACT CENTERS VIA TEMPLATES  
A system and method for configuring routing logic for a contact center is provided. A plurality of routing templates is displayed for user selection. Each of the routing templates is associated...
US20120008762 SYSTEM AND METHOD FOR PERSONALIZED SERVICES NETWORK CALL CENTER  
A networking system and method for assisting a user. The system includes a call center with a plurality of representatives. The user establishes communication with one of the representatives and...
US20140198910 SYSTEM AND METHOD FOR ENABLING TRACKING OF CONTRACT PROVISIONS IN A SERVICE MESSAGE SWITCHING MARKETPLACE  
The present system and method comprises an improved marketplace for providing and consuming services. Using the present system, generally via one or more APIs, comprises a method for integrating...
US20140198909 SYSTEM AND METHOD FOR A DIGITAL NETWORK FOR SWITCHING WEB SERVICE MESSAGES  
The present system and method comprises an improved marketplace for providing and consuming services. Using the present system, generally via one or more APIs, comprises a method for integrating...
US20120321070 SYSTEMS AND METHODS FOR MANAGING MULTI-TENANT CALLBACK SERVICES  
Systems and methods for managing multi-tenant callback services may be provided via a multi-tenant services integration platform. Several multi-tenant software as a service applications may be...
US20140119532 System and Method for Blended PSTN and Computer Network Customer Support Interactions  
The present disclosure includes a system and method for blended telephone network and computer network customer support interactions. The system may include a web server, one or more controllers,...
US20150117631 METHOD AND SYSTEM FOR ROUTING MESSAGES AND CONNECTING USERS ASSOCIATED WITH LIVE-CONNECTED CONTENT  
According to one embodiment, a first request of a first user is received for communicating with an agent concerning a content item of a media presentation presented to the first user. In response,...
US20130094647 MULTI-MODAL MOBILE CUSTOMER CARE SYSTEM  
Customer service and/or care providers generally have multiple communications channels (i.e., modes of communications, such as an Internet webpage, live agent telephones, Interactive Voice...
US20130101110 SYSTEM AND METHOD FOR ATTACHING GEOGRAPHIC INFORMATION TO CUSTOMER REPORTS  
The invention relates to methods of managing a geographically distributed sales force and ensuring accurate reporting from geographically distributed customers by the sales force.
US20130223616 Method and system for managing interactive communications campaign using a hold queue  
A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an...
US20110051920 SYSTEMS AND METHODS FOR CUSTOMER CONTACT  
A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may...
US20120164991 SYSTEMS AND METHODS FOR SELF-LEARNING AND BUILDING WEB CONTENTS VIA A RICH CALL CENTER SERVICE  
Systems and methods provide for providing a plurality of information to a caller associated with a call to a service provider. The method includes: receiving, from the caller, the voice call to...
US20130223615 Method and system for managing interactive communications campaign with reduced customer-to-agent connection latency  
A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an...
US20150103995 SYSTEM AND METHOD FOR PRIORITIZING AGENT INTERVENTION INTO AUTOMATED CUSTOMER ENGAGEMENTS  
A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module...
US20130089198 Intelligent Interactive Call Handling  
An intelligent interactive call handling system is provided that typically includes a central office, a call-handling device, and an internet call routing system. The central office typically...
US20130236001 METHODS AND APPARATUS TO PROVIDE INCENTIVES TO DEFLECT CALLERS TO WEBSITES  
Methods and apparatus to provide incentives to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the...
US20130223614 METHOD FOR PROVIDING SUPPORT SERVICES USING MULTI-CHANNEL NAVIGATOR AND ROUTE SEQUENCES  
A service center receives a command from a remote device over a network, where the service center provides support services to users on products on behalf clients. Based on the command, a context...
US20130182834 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...
US20140307864 Computer-Implemented System And Method For Simultaneously Processing Multiple Call Sessions  
A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session...
US20140016767 SYSTEM AND METHOD FOR SIMULATING VIRTUAL QUEUING OF CALLS  
The present method and system provides for call center simulation including receiving a plurality of input parameters relating to call center operations, wherein the call center operations include...
US20100332287 SYSTEM AND METHOD FOR REAL-TIME PREDICTION OF CUSTOMER SATISFACTION  
A system and method for real-time prediction of contact center customer satisfaction including means and steps for capturing an interaction between a customer and a customer service agent,...
US20120263292 DYNAMIC MESSAGE CONTEXT DRIVEN APPLICATION ASSEMBLY FOR CUSTOMER SERVICE AGENT PRODUCTIVITY APPLICATIONS  
Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program...
US20150207932 FACILITATING CONTEXT DELIVERY DURING COMMUNICATION SESSIONS  
An approach is disclosed that facilitates context delivery during communication sessions. The approach may be implemented in a computer infrastructure having computer executable code tangibly...
US20150036814 ELECTRONIC COMMUNICATIONS SYSTEM FOR MULTINODAL EXPERT NETWORKS  
An electronic communication system enables one or multiple parties to aggregate one or multiple experts under one or multiple brand identities and to make each unique identity publicly or...
US20120027196 METHOD AND APPARATUS FOR INTERFACING A CUSTOMER WITH A CALL CENTER  
A method and apparatus for interfacing a customer with a call center allows information obtained from a Radio Frequency Identification (RFID) tag to be transmitted to the call center to provide...
US20130336471 METHODS AND APPARATUSES FOR DELIVERY OF ADVICE TO MOBILE/WIRELESS DEVICES  
Methods and apparatuses to connect consumers to diverse advice sources of experts. In one embodiment, a method includes: providing a list of experts to a mobile device via a wireless media channel...
US20140270119 SYSTEM AND METHOD FOR PROVIDING CONTACT CENTER SERVICES IN A HYBRID OPERATIONS ENVIRONMENT  
A system and method for providing contact center services in a hybrid operations environment. A first controller in a first operations environment is configured to receive a first message for...
US20090067612 SYSTEM AND METHOD FOR INCORPORATING CUSTOMER HANG-UPS AND WEB SUBMISSIONS INTO A PHONECALL-BASED SUPPORT WORKFLOW  
A method for managing calls and web-submissions includes receiving a web-submission at a first time; generating a first ticket associated with the web-submission; generating a first digital file...
US20120027195 Automatic Editing out of Sensitive Information in Multimedia Prior to Monitoring and/or Storage  
Techniques are provided to automatically edit multimedia associated with call center sessions when producing monitoring and/or recording copies of the multimedia. Multimedia associated with a...
US20130343535 GUIDING CALLS VIA GRAPHICAL USER INTERFACE  
A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may...
US20130170637 SYSTEM AND METHOD FOR PROVIDING PERSONALIZATION BADGES FOR ENHANCED CUSTOMER SERVICE EXPERIENCE  
A system for providing customized customer service interaction between a user and an enterprise is disclosed. The system includes a badge and a badge reader. The badge is installed at a user...
US20140341369 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...
US20110235797 METHODS AND APPARATUS FOR USE IN COMPUTER-TO-HUMAN ESCALATION  
A system and method are provided for escalating a user or customer to a live agent from a conversational agent when predetermined criteria are met. The conversational agent textually converses in...
US20130136253 SYSTEM AND METHOD FOR TRACKING WEB INTERACTIONS WITH REAL TIME ANALYTICS  
A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to...
US20150016599 CLOUD COMPUTING CALL CENTERS  
Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call...
US20130251129 CLOUD COMPUTING CALL CENTERS  
Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call...
US20110255675 CLOUD COMPUTING CALL CENTERS  
Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call...
US20130230155 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...
US20140112465 PROVIDING INFORMATION REGARDING INTERACTIVE VOICE RESPONSE SESSIONS  
A user, using, for example, a web browser and application server technology, is able to consolidate and present session information, for example, from a multi-model session on a voice recognition...
US20140226808 METHODS AND SYSTEMS FOR PARTIALLY UPDATING A WEB PAGE USING AN EMBEDDED IFRAME  
Methods and systems are provided for managing customer service calls using a localhost service operating within a desktop environment. The system includes a web-based application configured to...
US20150222751 Computer-Implemented System and Method for Facilitating Agent-Customer Calls  
A computer-implemented system and method for facilitating agent-customer calls is provided. A call from a customer is accepted into a call center and is assigned to an agent associated with the...

Matches 1 - 50 out of 378 1 2 3 4 5 6 7 8 >