Matches 1 - 40 out of 40


Match Document Document Title
US20130329880 METHOD AND SYSTEM FOR IMPROVING THE PRODUCTIVITY OF CALLING AGENTS AND CALL YIELD  
A method and system for increasing call yield and the productivity of agents in an environment such as a contact or call center, for example, is described. Attributes may be used to classify calls...
US20130101109 SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER  
Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as...
US20120213356 System and Methods for Predicting Future Agent Readiness for Handling an Interaction in a Call Center  
A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for...
US20110150206 CALL CENTER SERVICES SYSTEM AND METHOD  
A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call,...
US20150215463 AGENT RATING PREDICTION AND ROUTING  
An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for...
US20090232294 SKIPPING A CALLER IN QUEUE FOR A CALL ROUTING CENTER  
Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one caller in a queue of...
US20150086002 SYSTEM AND METHOD FOR MANAGING OUTBOUND INTERACTIONS  
A method and system for managing a plurality of outbound interactions is provided. The system comprises an interaction management platform and a parallel predictive dialer. The parallel predictive...
US20120281825 Managing interactive communications campaigns with customer recovery  
A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for...
US20140355749 OPTIMIZED PREDICTIVE ROUTING AND METHODS  
The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers,...
US20140355748 OPTIMIZED PREDICTIVE ROUTING AND METHODS  
The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers,...
US20130223608 CONTEXT-BASED DYNAMIC ADJUSTMENT TO PACING ALGORITHM  
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, assess...
US20050013428 Contact center optimization program  
A contact center performance optimization program for assisting contact center managers improve the performance of their centers comprises a hosted database that collects actual data and a...
US20140270133 REAL-TIME PREDICTIVE ROUTING  
The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer,...
US20090252318 Service wait time notification  
A system for communicating service information to a potential customer is provided. The system includes one or more potential customer devices, one or more session initiation protocol (SIP) client...
US20120020471 ROUTING OF CONTACTS BASED ON PREDICTED ESCALATION TIME  
Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to...
US20130202100 Scheduling an Agent Based On a Contact Center History  
When a customer communicates with a contact center, a history of the communication is stored. The communication from the customer can be in various media, such as a voice call, a video call, an...
US20070064912 Call routing between shared service centers  
A method and system to optimally route telephone calls between shared service centers is presented. Using a combination of service tiers, Agent Directory, Instant Messaging (IM), and Voice over...
US20100020959 ROUTING CALLERS TO AGENTS BASED ON PERSONALITY DATA OF AGENTS  
Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes routing a caller from a set of callers...
US20070129996 Utilizing small group call center agents to improve productivity without impacting service level targets  
In a call center, a plurality of agents comprises at least a first group associated with a first skill and a second group associated with a second skill. The second group may have a substantially...
US20050135601 Force management automatic call distribution and resource allocation control system  
Systems and methods for analyzing planned available resources and expected demand for resources are disclosed. Based on the analysis, changes to the distribution of demands for service to service...
US20090041226 System and Method for Using the Reliability of an Agent's Connectivity as an Agent Selection Criteria  
A method for routing contacts to resources comprises receiving a contact to be routed to one of a plurality of resources. The method then proceeds by determining a reliability score for at least...
US20140270134 AGENT STATISTICS BY LOCATION  
The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one...
US20170111509 OPTIMIZED ROUTING OF INTERACTIONS TO CONTACT CENTER AGENTS BASED ON MACHINE LEARNING  
A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on...
US20170064080 TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM  
Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a...
US20170054851 SYSTEM AND METHOD FOR AGENT DRIVEN SYSTEM TRAINING  
A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future...
US20170019531 Customer Communication System Including Scheduling  
A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio...
US20160381224 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,...
US20160352907 COORDINATING VOICE CALLS BETWEEN REPRESENTATIVES AND CUSTOMERS TO INFLUENCE AN OUTCOME OF THE CALL  
The disclosure is directed to analyzing voice conversations between participants of conversations and coordinating calls between participants, e.g., in order to influence an outcome of the voice...
US20160352904 SYSTEMS AND METHODS FOR PREDICTING AND PROACTIVELY ADDRESSING CUSTOMER INTERACTIONS  
The present application discloses systems and methods for systematically identifying situations, improving processes, and producing proactive, actionable results to address customer inquiries. The...
US20160295019 SYSTEM AND METHOD TO SELECT A RESOURCE IN AN ENTERPRISE  
A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources,...
US20160277574 SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER  
A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming...
US20160227037 JUST-IN-TIME DATA POSITIONING FOR CUSTOMER SERVICE INTERACTIONS  
Methods, non-transitory computer readable media and devices are disclosed for caching data associated with a second state in a customer service interaction call flow when a first state in the...
US20160165052 AUTOMATIC CONTACT CENTER EXPANSION AND CONTRACTION  
A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information...
US20160150087 SYSTEM AND METHOD TO USE PREDICTED AGENT STATE TO OPTIMIZE SELECTION STRATEGY  
System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing...
US20160119476 PERSONALIZING COMMUNICATIONS SERVICES USING ENVIRONMENTAL DATA  
A method for personalizing communication services includes setting a series of selectable options as a default for a system that provides personalized communication services. When a communication...
US20160048502 Sentiment Management System  
A method of managing customer sentiment includes: monitoring an interaction of a customer with customer interactive media; deriving a sentiment of the customer from the interaction of the customer...
US20160036982 SYSTEM AND METHOD FOR ANTICIPATORY DYNAMIC CUSTOMER SEGMENTATION FOR A CONTACT CENTER  
System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer....
US20160036977 DYNAMIC SELECTION OF OPTIMUM CUSTOMER ENGAGEMENT CHANNEL  
Embodiments of the invention provide systems and methods for handling a customer contact in a Customer Relationship Management (CRM) system by defining one or more channel models, each channel...
US20160036976 System And Method For Providing Agent Guidance  
A system and method for providing agent guidance is provided. Speech communicated by a user to an agent is monitored during a call within a call center. Traits of the user are identified during...
US20150304492 COMMUNICATIONS ARBITRATOR  
Content of a communication session, such as a voice communication between a user and an agent of a contact center is monitored. A keyword, a phrase, an emotion, or a gesture related to a topic in...

Matches 1 - 40 out of 40