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Match Document Document Title
9036808 Methods and systems for data transfer and campaign management  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
9037119 Dialing wireless skip-trace numbers in a contact center  
A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is obsolete, e.g., the number has been reassigned to a new subscriber. A...
9036811 Dialing a telephone number subject to an autodialer prohibition in a contact center  
A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number...
9020140 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...
9020129 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...
9020141 Processing an outbound call campaign having multiple abandonment rates  
Systems and methods are disclosed for conducting an outbound call campaign that involves multiple abandonment rates. In various embodiments, one or more filters are applied to a call list for an...
9014366 Determining expected wait time  
Embodiments for managing customer wait time at a call center are provided. In one embodiment, a system includes a switch having a software engine that determines the customer wait time, a...
8995648 Processing an outbound call campaign having multiple abandonment rates  
Systems and methods are disclosed for conducting an outbound call campaign that involves multiple abandonment rates. In various embodiments, one or more filters are applied to a call list for an...
8995642 System and method for managing customer communications over communication channels  
Systems and methods for managing customer communications over communication channels are disclosed. According to one embodiment, a method for receiving consent from a customer to be contacted on...
8989366 System and method for managing customer communications over communication channels  
A system and method for managing customer communications over communication channels are disclosed. A method may include (1) at least one of a plurality of computer processors determining a...
8989370 Customizable call center dialing system, method and computer program product  
A customizable call center dialing system, method and computer program product for providing computer based training module that permits an administrator to selectively adjust campaign variables...
8971521 Method for automated handling of outbound contacts requiring assured connection to a live agent  
A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound...
8958543 Use of inbound call as mechanism to trigger outbound calls to avoid collisions  
A system and machine-implemented method for automated communication relating to configuring a communication channel, selectively configurable between receiving a new inbound communication session...
8948372 Contextual lead generation in an automated communication link establishment and management system  
Methods and systems are disclosed herein for contextual lead generation in an automated communication link establishment and management system. In addition, systems and methods are disclosed for...
8948373 System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center  
A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein...
8938058 System and method for providing sales and marketing acceleration and effectiveness  
A system for handling call transfer contains a talker computer for providing a batch notification that enables a central data server to identify a batch of one or more customer records for...
8938065 Real time feedback of script logic  
A system, method, and computer readable medium for real time feedback of script logic that comprises counting at least one agent utilizing at least one panel associated with at least one caller,...
8929534 System, method, and computer readable medium for routing an agent to a preferred communications platform  
A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy...
8917862 Automated response system tuning  
A system and method for creating, storing, and retrieving data associated with initiated communications to a vendor are disclosed. An exemplary system includes a response server in communication...
8917859 Outbound dialing solutions for MPS IVR  
A system and method for automated communication to at least one end user. In one example, a system includes an interactive voice response (IVR) platform and a decision engine for creating a...
8917860 Methods and systems for processing and managing communications  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
8897439 Providing agent availability for an outdial application  
A system, method, and computer readable medium for utilizing agent availability by an outdial application are provided. A routine may be periodically run by an outdial server that evaluates agent...
8897757 System and method for automatically answering a call on a communication device  
A system and method for answering a call on a communication device is provided and includes: detecting an incoming call on the communication device, automatically answering the incoming call, and...
8879719 Collaboration system and method  
A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a...
8873731 Next generation auto-dialer  
Systems, methods, and a computer-readable storage media for placing a plurality of calls with a common message to a plurality of subscribers are provided. The systems, methods, and a...
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...
8855291 Limiting contact in a networked contact center environment  
This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked...
8817969 Systems and methods for query input via telephony devices  
Providers of goods and services may desire human input regarding the products that they offer. A vocal query service provides a mechanism to present queries to human respondents. A human...
8798257 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...
8792633 Method of distributed aggregation in a call center  
A method for partitioning a call center having N agents associated with M agent groups, for computation by a plurality of computational nodes, has steps for (a) assigning each agent as a vertex in...
8787556 Systems and methods for a provider initialized real-time chat based on detection of a pattern  
In one example, a method provides at least one service to a web-enabled user by detecting a stalled web session related to the user accessing the at least one service and providing a stall alert...
8781105 Methods and systems for processing and managing communications  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
8781107 Managing electronic consent for calling campaigns  
A hosted list service provider (“HLSP”) provides list management services for compliance purposes. The HLSP receives electronic consent information from an enterprise that may comprise a telephone...
8774392 System and method for processing calls in a call center  
A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is...
RE44979 System and method for common account based routing of contact records  
A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call...
8767946 Methods and systems for processing and managing communications  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
8755511 Methods and systems for processing and managing telephonic communications  
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned...
8718270 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...
8712032 Using location based services for determining a calling window  
Telemarketing calls may originate from a call center based on processing a telephone number record which includes a telephone number. The telephone number record may also include other information...
8705725 Member-initiated outbound call  
A system and method employed in a call center provide a memory structure for use in maintaining a call queue including data representing a plurality of calls to be serviced, and the data is...
8699699 System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center  
A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein...
8693674 Providing agent availability for an outdial application  
A system, method, and computer readable medium for utilizing agent availability by an outdial application are provided. A routine may be periodically run by an outdial server that evaluates agent...
8693673 Carrier-implemented call event data management  
Methods and systems implemented in an information handling system are provided for managing call event data between agents and callers for calls completed through a carrier. Functionality provided...
8693671 Network predictive customer service queue management  
A communications portal for interfacing with a carrier network, a contact center, and a user is disclosed. Telecommunications links are connected to the communications portal to receive inbound...
8687791 System, method, and computer readable medium for routing an agent to a preferred communications platform  
A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy...
8681952 Systems and methods to selectively provide telephonic connections  
Methods and apparatuses to selectively provide communication connections based on an automated procedure to test whether a caller is a human or a machine. One embodiment includes: receiving at a...
8681778 Systems and methods to manage privilege to speak  
Methods and apparatuses to prioritize requests for speaking privilege in a communication session. In one embodiment, a method includes: receiving from an audience one or more bids for privilege to...
8660256 Dynamic load balancing between multiple locations with different telephony system  
A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic...
8660258 System and methods for selecting a dialing strategy for placing an outbound call  
A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable...
8654963 Method and system for integrating an interaction management system with a business rules management system  
In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a...

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