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| Number | Title | Issue Date |
| 8184800 | High availability and operations architecture for IVR applications A method for managing voice response services in a call center for interactive voice response (IVR) applications that provides full IVR call capacity during the installation and testing of new IVR application software. The call center includes web application server... | 05/22/2012 |
| 8180666 | Real-time performance based incentives for company representatives in contact handling systems Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact ha... | 05/15/2012 |
| 8180662 | Rapid deployment of training for company representatives in contact handling systems Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact ha... | 05/15/2012 |
| 8170195 | Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center A computer readable medium for controlling a computer is provided. The computer readable medium comprises a plurality of code segments for controlling a computer. A code segment receives a telephonic communication comprised of voice data and event data. A code segme... | 05/01/2012 |
| 8160232 | 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 product for dynamic message context driven application assembly in a custo... | 04/17/2012 |
| 8139751 | System and method to communicate information to an employee Disclosed are systems and methods to communicate information to an employee using an electronic display area. The electronic display area may include a variety of placements in an employment area, a call center, and/or a mobile device. An employer may communicate in... | 03/20/2012 |
| 8130934 | Method and apparatus for providing network based muting of call legs A method and apparatus for enabling a network service to provide a call center with an option that allows calling customers to mute their conversation prior to a customer care representative is available to answer the call while the customer is being placed on hold ... | 03/06/2012 |
| 8126135 | Method for managing resources in a multi-channeled customer service environment A method for managing custom relationship management (CRM) resources including communicatively linking a service router to a plurality of service resources. For each of the service resources, at least one routing criterion can be established. A multitude of service ... | 02/28/2012 |
| 8126133 | Results-based routing of electronic communications A method for performing results-based routing of telephone calls. Agents handle telephone calls seeking or inquiring into a product or service. Agents are distributed among agent pools, with each pool being defined by one or more criteria, on a real-time and/or batc... | 02/28/2012 |
| 8126134 | Systems and methods for scheduling of outbound agents Systems, methods and computer-readable media for scheduling outbound agents are provided. A representative system incorporates a user interface and scheduling software that receives scheduling data, at least some of which is provided via the user interface, and gene... | 02/28/2012 |
| 8094802 | Multiple queuing and servicing of a contact A contact originator is given a choice to enqueue the contact in multiple contact queues, to serve multiple needs or interests of the originator. If the contact reaches the head of the queue for the primary need while the contact is being serviced from a queue for a... | 01/10/2012 |
| 8073129 | Work item relation awareness for agents during routing engine driven sub-optimal work assignments In one embodiment, a contact center 100 includes: (a) a queue 208 to contain a pointer to a first contact from a first customer; (b) a selector 220 to select a first agent to service the first ... | 12/06/2011 |
| 8068596 | Call center system for multiple transaction selections A method includes displaying a transaction menu that includes multiple selectable call center agent transactions. A plurality of selected transactions are ordered into a list of selected transactions based on a first business rule. The list of selected transactions ... | 11/29/2011 |
| 8068595 | System and method for providing a multi-modal communications infrastructure for automated call center operation A multi-modal call is accepted from a caller through a telephony interface, which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text. Incoming text mes... | 11/29/2011 |
| 8068594 | Communication center methods and apparatus A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable. A management module manages the allocation of the operator terminals ... | 11/29/2011 |
| 8031858 | Call flow framework for consistent troubleshooting across multiple vendors and locations A call flow guidance system helps a call center agent navigate the maze of complex call flows that apply to an enormous spectrum of caller issues, and further improves adoption rates and training timelines for the call center agents. Through the system, call center ... | 10/04/2011 |
| 8009821 | Stores as call center resources An exemplary method of integrating existing physical stores in call center operations comprises registering a plurality of physical stores each having at least one phone line, obtaining availability information of one or more phone lines of a registered store, deter... | 08/30/2011 |
| 7983410 | Call handling of an indeterminate termination A method and an apparatus are disclosed that improve how an incoming call is handled across multiple data-processing systems, without some of the disadvantages of the prior art. Specifically, in a telecommunications call when a called telephone number is not associa... | 07/19/2011 |
| 7970117 | Method and system for handling calls at an automatic call distributor A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes ... | 06/28/2011 |
| 7965832 | Connection manager for integrating legacy telephony environments and IP networks In a telephony call management system, a method of distributing calls among a plurality of packet-based load balancing resources can include receiving over a telephony channel a call request specifying call information, comparing the call information with selection ... | 06/21/2011 |
| 7961866 | Method and computer readable medium for geographic agent routing A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are... | 06/14/2011 |
| 7962356 | Staff scheduling Methods are provided of creating a deployment plan for staff members with single or multiple qualification for performing activities, each activity requiring at least a single qualification. The methods include the following operations performed by a computer: repea... | 06/14/2011 |
| 7945041 | Method, system and program product for managing a customer request Under the present invention, a request for a composite service is received from a customer. Based on the request, a delivery task list including one or more tasks required to fulfill the request is defined. The tasks are each then assigned to a service provider for ... | 05/17/2011 |
| 7937274 | Call campaign methodologies A method for minimizing the number of overdials attributable to a party comprising the steps of: (1) placing a telephone call using a predictive dialer and a call list; (2) monitoring call center agents to determine call center agent availability, the call center ag... | 05/03/2011 |
| 7925000 | Managing held telephone calls from a remote telecommunications terminal A telecommunications terminal is disclosed that is capable of displaying information about calls that are on hold or queued for delivery at a data-processing system, wherein the calls are to be delivered the terminal itself. The terminal displays characteristics of ... | 04/12/2011 |
| 7925001 | Methods and apparatus for contact center agent selection A system receives a request for the service. The system selects an agent to deliver the service, based on an evaluation of the agent. In response to the request for service, the system evaluates the service delivered by the agent after the agent has delivered the se... | 04/12/2011 |
| 7907719 | Customer-centric interface and method of designing an interface A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine t... | 03/15/2011 |
| 7885400 | Call features for automatic call distribution system Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred between the ACD system and customer telephone stations while the custome... | 02/08/2011 |
| 7881453 | Call processing system and service control point for handling calls to a call center A call-handling system and its method of operation are disclosed. The call-handling system comprises a communication system and a call center. The communication system receives a call, and in response, transfers a query. The call center receives and processes the qu... | 02/01/2011 |
| 7813493 | Method and system for handling calls at an automatic call distribution system A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the f... | 10/12/2010 |
| 7809127 | Method for discovering problem agent behaviors A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule set... | 10/05/2010 |
| 7792272 | Technique for communicating commands and parameters in an information assistance system to provide services A message is received from a first device in an information/call center, wherein the message identifies a second device in an information/call center capable of providing a requested service and includes a command directed at the second device to activate the servic... | 09/07/2010 |
| 7787609 | Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer servic... | 08/31/2010 |
| 7764779 | SIP ACD multi-tenant mechanism that facilitates multiple levels of partitions or tenants A method and apparatus are provided for routing a SIP INVITE by a contact distributor that provides contact distribution services to a plurality of independent contact distribution services tenants. The method includes the steps of routing the SIP INVITE to a SIP pr... | 07/27/2010 |
| 7751550 | Method of providing status information within an ACD A method and apparatus are provided for retrievably storing information within an automatic contact distributor system within a database that is accessible through the Internet. The method includes the steps of saving the information from the automatic call distribu... | 07/06/2010 |
| 7738650 | Systems and methods for scalable hunt-group management The present invention provides systems, methods, and apparatus for semi-stateless scalable and distributed management of telephone hunt group features in a PBX. In particular, the invention conducts an auction-like phone call handling process in which phone handling... | 06/15/2010 |
| 7734032 | Contact center and method for tracking and acting on one and done customer contacts The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii... | 06/08/2010 |
| 7697677 | Method for call distribution in a call center and associated call distribution apparatus A method for call distribution is disclosed, where an incoming call is forwarded by a switching device to a call distribution device via dialing information input by the caller. The call distribution apparatus device checks whether the dialing information contains p... | 04/13/2010 |
| 7693274 | System and method for return to agents during a contact center session A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative applicatio... | 04/06/2010 |
| 7688965 | Predictive dialing by monitoring progress of agent script A call center includes a plurality of agent workstations, each agent workstation comprising means for entering information obtained from a telephone respondent in response to questions prompted by a script displayed on the display of the workstation, and means for p... | 03/30/2010 |
