Matches 1 - 50 out of 143 1 2 3 >


Match Document Document Title
US20130156179 METHOD AND SYSTEM FOR ROUTING CALLS BASED ON A LANGUAGE PREFERENCE  
A method processes and conditionally routes a call. The method includes receiving a call from a caller, determining a telephone number of the caller, and determining if the telephone number of the...
US20120189115 METHOD AND APPARATUS FOR SEGMENTING WORK IN A CONTACT CENTER  
Provided herein is a method and system for segmenting work implemented in a contact center server. The method may include: creating a plurality of common skill options; creating a service skill...
US20120264395 METHODS AND SYSTEMS FOR ROUTING CALLS AT A CALL CENTER BASED ON SPOKEN LANGUAGES  
Various examples of a methods and systems are disclosed herein for routing calls at a call center based on spoken languages. In one example, a method includes, but is not limited to, receiving, by...
US20140146962 METHODS, SYSTEMS, AND COMPUTER PROGRAM PRODUCTS FOR PROVIDING HUMAN-ASSISTED NATURAL LANGUAGE CALL ROUTING  
Techniques for routing a telephone call are provided. A call interface device of an interactive voice response system is configured to receive the telephone call from a caller. A level one agent...
US20150117632 SYSTEM AND METHOD FOR PERFORMANCE-BASED ROUTING OF INTERACTIONS IN A CONTACT CENTER  
A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the...
US20140064475 SYSTEMS AND METHODS FOR ROUTING CALLS  
An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an...
US20150043726 CONDITIONAL ATTRIBUTE MAPPING IN WORK ASSIGNMENT  
A contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first...
US20120224680 PREDICTED CALL TIME AS ROUTING VARIABLE IN A CALL ROUTING CENTER SYSTEM  
Systems and processes are disclosed for routing callers to agents in a contact center based on predicted call handle times. An exemplary process includes using predicted call handle time as a...
US20120300921 SYSTEM AND METHOD FOR SEARCH-BASED WORK ASSIGNMENTS IN A CONTACT CENTER  
Provided herein is a system and method for assigning a service contact from a customer to a service agent. The method may include: generating a customer information record from the service...
US20130243179 CONTACT CENTER AGENT FILTERING AND RELEVANCY RANKING  
Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle...
US20150003604 SYSTEM AND METHOD FOR CALCULATING CONTEXT-AWARE ESTIMATED WAIT TIME FOR CUSTOMERS  
An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing...
US20140270144 PUBLIC SAFETY ANSWERING POINT LANGUAGE DETECTION  
A Public Safety Answering Point (PSAP) is disclosed. The PSAP is configured to enable the detection of language preferences, capabilities, or inabilities and, based on such detection, assist 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,...
US20150264180 SYSTEM AND METHOD FOR A WORK DISTRIBUTION SERVICE  
Systems and methods for a work distribution service. At a multi-tenant platform that provides a work distribution service for a plurality of external systems, a priority is assigned to a first...
US20130003959 RECEPTION MANAGEMENT SYSTEM AND METHOD OF HANDLING TRANSACTIONS  
A reception management system for handling transactions includes a plurality of ACMs (Automated Contract/Consulting Terminals) for receiving procedure requests for predetermined transactions from...
US20120183132 RECEPTION MANAGEMENT SYSTEM AND METHOD OF HANDLING TRANSACTIONS  
A reception management system for handling transactions includes a plurality of ACMs (Automated Contract/Consulting Terminals) for receiving procedure requests for predetermined transactions from...
US20130058475 SYSTEM AND METHOD FOR PROVIDING SERVICE BY A FIRST AGENT WHILE WAITING FOR A SECOND AGENT  
System and method for servicing a contact by a first agent while searching for a second agent to service the contact is provided. At least one agent attribute is used to produce a set of agent...
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...
US20150023490 SYSTEM AND METHOD FOR AUTOMATED CALL DISTRIBUTION  
Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service...
US20140079210 RISKS FOR WAITING FOR WELL-MATCHED  
A contact center which provides the ability to, among other things, support deferring work assignment decisions while simultaneously assessing the risks associated with such a deferred decision....
US20120008763 System And Method For Balancing Call Session Assignments On An Agent Console  
A system and method for balancing call session assignments on an agent console is provided. Incoming call sessions and one or more agent consoles, each managed by an agent, are monitored. An...
US20140205079 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...
US20140161248 QUALIFIER SET CREATION FOR WORK ASSIGNMENT ENGINE  
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, define, in...
US20080025493 VIDEO AND VOICE COMMUNICATION ROUTING NETWORK  
An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an...
US20120183131 SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD  
A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of...
US20120321072 ROUTING OF CONTACTS IN CONTACT CENTERS  
Contacts are routed to contact center agents handling multiple concurrent contacts by determining, for each of a plurality of agents, a historical average measure of time taken by that agent to...
US20140050314 METHOD AND APPARATUS FOR ROUTING A CALL TO A SUBJECT MATTER EXPERT VIA A PACKET NETWORK  
A method and apparatus for routing a call to a subject matter expert via a packet network is described. In one embodiment, a request to route said at least one call to the SME is received. A...
US20150078547 CONNECTION ROUTING SYSTEM  
According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first...
US20140093063 METHOD, CALL CENTER, AND SYSTEM FOR AGENT TERMINAL TO ANSWER CALL  
A method for an agent terminal to answer a call includes: sending, by a call center, a request ring notification to all agent terminals whose skills meet a customer requirement and whose states...
US20120134487 PREDICTED PERCENT SERVICE LEVEL  
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to calculate short-term predictor...
US20150124954 STRATEGY PAIRING  
A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is...
US20130287202 WORK ASSIGNMENT DEFERMENT DURING PERIODS OF AGENT SURPLUS  
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...
US20130083916 ANALYTICS FEEDBACK AND ROUTING  
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, dynamically and...
US20100054453 SHADOW QUEUE FOR CALLERS IN A PERFORMANCE/PATTERN MATCHING BASED CALL ROUTING SYSTEM  
Methods and systems are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. A method for routing callers includes routing a caller, if agents are...
US20140226807 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,...
US20130236002 USING FACTOR ANALYSIS TO IMPROVE WORK ASSIGNMENT PERFORMANCE  
In the next generation contact center, a plethora of attributes may be used to describe incoming work requests as well as agents able to handle the work. A work assignment engine may have to sort...
US20090232296 Identifying Caller Preferences Based on Voice Print Analysis  
A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This...
US20140307863 COMPUTER IMPLEMENTED METHODS AND APPARATUS FOR MANAGING AGENT WORKLOAD IN A CUSTOMER SERVICE ENVIRONMENT  
Disclosed are methods, apparatus, systems, and computer-readable storage media for managing customer service agent workload in a customer service environment. In some implementations, one or more...
US20150086004 SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM  
Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion (or fraction) of...
US20130251138 CALL MAPPING SYSTEMS AND METHODS USING BAYESIAN MEAN REGRESSION (BMR)  
A method, system and program product, the method comprising: determining a distribution of real agent performance from previous real agent performance data; determining a set of hypothetical...
US20140146961 WORKLOAD DISTRIBUTION WITH RESOURCE AWARENESS  
A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work...
US20050201546 Method and device for estimating work skills, and computer product  
In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating...
US20150092938 METHOD, APPARATUS, AND SYSTEM FOR PROVIDING RIPPLE REDUCTION USING NEAR TERM SIMULATION FOR OPTIONAL SEQUENCING  
A contact center is described along with various methods and mechanisms for administering the same. A ripple reduction mechanism is disclosed that provides an interval and evaluates and matches...
US20110249081 System and Method for Providing Customer Support on a User Interface  
Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any...
US20150124955 CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION  
Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning...
US20060251238 Technique for effectively assisting a user during an information assistance call  
Information pertaining to selected events occurring during an information assistance call is recorded in a database. The database is maintained by a device in the information/call center referred...
US20060140390 Method of preference driven segmentation routing  
A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact...
US20100254527 SYSTEM AND METHOD FOR MATCHING SERVICE REPRESENTATIVES WITH CUSTOMERS  
Systems and methods of providing customer support are disclosed. An exemplary embodiment compares a plurality of customer attributes associated with corresponding ones of a plurality of service...
US20130329881 OPERATOR SELECTING DEVICE, RECORDING MEDIUM, AND OPERATOR SELECTING METHOD  
An operator selecting device (10) stores areas that a user is scheduled to visit in association with each user identifying information that identifies the user, and stores an area in association...
US20140334619 ACTIVITIES ASSIGNMENT OPTIMIZATION FOR MULTI-SKILL CONTACT CENTER  
A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels...

Matches 1 - 50 out of 143 1 2 3 >