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Match Document Document Title
9031222 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...
9020135 Dialog compatability  
A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past...
9015046 Methods and apparatus for real-time interaction analysis in call centers  
A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the...
9014364 Contact center speech analytics system having multiple speech analytics engines  
Various embodiments of the invention provide methods, systems, and computer-program products for providing a plurality of speech analytics engines in a speech analytics module for detecting...
9008283 Customer portal of an intelligent automated agent for a contact center  
A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The...
8983055 Quality review of contacts between customers and customer service agents  
A user of a personal computing device may identify an item of interest provided by a network-based service for which additional information is desired. Customer service agents (CSAs) of the...
8929533 Peer to peer contact center  
A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects...
8929535 Aural volume feedback in call center  
An aural volume feedback system is implemented in a center having a plurality of agents working thereat. Each agent is situated at a work station for being in calling contact with a client. At the...
8917853 Enhanced customer experience through speech detection and analysis  
A method and system for enhancing problem resolution at a call center based on speech recognition of a caller includes, receiving an incoming call and generating call data based on speech...
8908856 Operator evaluation support device and operator evaluation support method  
An operator evaluation support device includes a speech recording unit that records speech times of a customer and an operator during a telephone call; a display recording unit that records a...
8897437 Method and system for improving call-participant behavior through game mechanics  
A method for improving a call-participant behavior, the method includes receiving an intensity data signal and an intensity variation data signal related to an ongoing call, receiving a pitch data...
8873732 Systems and methods for scheduling of outbound agents  
A system for scheduling outbound agents comprises an instruction execution system. The instruction execution system is configured to identify a workload comprising a plurality of outbound...
8861707 Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location  
Systems and methods for monitoring computer user screen an telephone activity from a remote location are provided. The method includes the steps of recording data corresponding to two actual...
8861708 System and method for monitoring a voice in real time  
The invention relates to a system and a method for real-time monitoring and analyses of a conversation of an agent by capturing and processing a plurality of features of the speech of the agent...
8824659 System and method for speech-enabled call routing  
In a particular embodiment, a method includes receiving a communication from a source. The communication is associated with an account of the source. The method further includes determining, at a...
8824660 History management apparatus, history management method and history management program  
A history management apparatus includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history...
8804918 Method and system for using conversational biometrics and speaker identification/verification to filter voice streams  
A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an...
8787552 Call center issue resolution estimation based on probabilistic models  
A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate...
8781101 Operator management apparatus and method  
An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is...
8774391 Integrating embedded links with call center operation  
In various embodiments, advertising campaigns can be defined that incorporate technologies such as two-dimensional bar codes or embedded links in electronic material, for directing a user to...
8774395 IVR recording management and control  
A computing device may receive a record order from a client device. The record order may include recording instructions for a communication session involving an interactive voice response...
8731176 Operator evaluation support device and operator evaluation support method  
An operator evaluation support device includes a speech recording unit configured to record speech times of a customer and an operator during a telephone call; a superposition identifying unit...
8665863 Systems and methods for monitoring quality of customer service in customer/agent calls over a VoIP network  
A system and method for monitoring call quality for calling centers using packet based call technology. A distributed system manages packet flow between a caller and a call center agent and...
8654937 System and method for call center agent quality assurance using biometric detection technologies  
A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the...
8654935 Method and system for using conversational biometrics and speaker identification/verification to filter voice streams  
A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming...
8649499 Communication analytics training management system for call center agents  
Technologies are generally presented herein pertaining to identifying a training topic for agents at a contact center. In various embodiments, these technologies comprise performing an analysis on...
8644487 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...
8634539 Tool and method for managed support services for PCs and other networked devices  
An application that resides on a subscriber PC with a constantly updated back-end knowledge base provides solutions to specific problems. The resident application, termed Computer Health and...
8594305 Enhancing contact centers with dialog contracts  
The present solution can include a method for using dialog contracts for contact center interactions. The method can include a step of determining a context that applies to a caller who is...
8594313 Systems and methods for endpoint recording using phones  
Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone;...
8559618 Contact center call routing by agent attribute  
A system, method, and computer readable medium for contact center call routing by agent attribute, that comprises, detecting a caller voice attribute, sampling at least one agent voice attribute,...
8537978 Method and system for using conversational biometrics and speaker identification/verification to filter voice streams  
A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming...
8532279 Method for increasing the efficiency of automated telephony systems  
The problem of an automated telephony system having only a single way to measure a caller's difficulty in processing a transaction when using the system is solved by selecting from multiple...
8503662 System and method for speech-enabled call routing  
A method includes receiving speech of a call from a caller at a processor of a call routing system. The method includes using the processor to determine a first call destination for the call based...
8494151 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...
8494149 Monitoring device, evaluation data selecting device, agent evaluation device, agent evaluation system, and program  
It is possible to efficiently evaluate utterance while ensuring the effectiveness of the result of the evaluation. A selection unit 4 selects recognition data, which is used in agent evaluation...
8411841 Real-time agent assistance  
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to...
8396205 Systems and methods of supervising contacts  
Methods and apparatus for automatically prioritizing contacts in a contact handling system for the purpose of monitoring are disclosed. The method can include a plurality of contacts, each contact...
8379835 Systems and methods for endpoint recording using recorders  
Embodiments of the present invention provide systems and methods for recording media communications. An exemplary method is comprised of the following steps: configuring an endpoint recording...
8335299 System and method for capturing, sharing, annotating, archiving, and reviewing phone calls with related computer video in a computer document format  
The present invention relates to a system and method for capturing, sharing, annotating, archiving, and reviewing phone calls and related computer video output in a computer document format. The...
8320536 Method and system for centralized recording in a distributed environment  
A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a...
8311208 Method for predicting call waiting times  
A method is provided for the production of accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present...
8285833 Packet data recording method and system  
A data recording system that includes a plurality of network interface cards that may be employed within a single recording device. Each card may be provided with a plurality of network connecting...
8284905 Method and apparatus for monitoring conversations to control telecommunications  
A method and apparatus for monitoring conversations to control telecommunications is provided. In one embodiment, a method for identifying undesirable data within voice communications to control...
8238542 Operating managing server, system, computer-accessible medium and program  
According to exemplary embodiments of the present disclosure, a monitoring device can be provided that facilitates a supervisor in a contact center to recognize the status of each operator easily,...
8204205 Method for increasing the efficiency of automated telephony systems  
The problem of an automated telephony system having only a single way to measure a caller's difficulty in processing a transaction when using the system is solved by selecting from at least two...
8199886 Call control recording  
Included are embodiments for recording communications. At least one embodiment of a method includes receiving an invite message relating to a communication between a first communications device...
8180044 Semantic contact center management  
A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties...
8175253 System and method for automated performance monitoring for a call servicing system  
A system and method for monitoring and reporting automated call-processing performance is disclosed. Initially, performance metrics can be established for normal or acceptable system performance....
8175249 Technique for effectively collecting and analyzing data in providing information assistance services  
In an information/call center where calls are received, requesting information concerning entities, goods and services, directions to a given destination, etc., data is collected in processing...

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