Did You Know...
...Chester Carlson was a patent agent who tired of having to make multiple copies of patent applications using the only duplication method available at the time: carbon paper. In 1959 he came up with a new copying system and took it to IBM for evaluation. The "experts" at IBM determined potential sales to be only 5,000 units because people wouldn't want to use a bulky machine when they had carbon paper. Carlson's invention was the xerography process, the company founded on the system is Xerox.
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| Number | Title | Issue Date |
| 8180042 | Agent communications tool for coordinated distribution, review, and validation of call center data The Agent Communication Toolbox (ACT) eliminates the burdens to call center managers of manually distributing desk drops and following up with call center agents to determine whether the agents have accessed the desk drops and completed related training. ACT provide... | 05/15/2012 |
| 8170196 | Developing interactive call center agent personas A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population questionnaires and interviews may be used to identify key personality... | 05/01/2012 |
| 8165281 | Method and system for mapping caller information to call center agent transactions A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element associated with a call center transaction, retrieving call center transactio... | 04/24/2012 |
| 8144860 | Method and apparatus providing remote end input validation A method, apparatus and computer program product for providing remote end input validation is presented. A communication is sent to an IVR from a remote end device. The IVR responds by sending a Request Voice Data Capsule (request VDC) to the remote end device. The ... | 03/27/2012 |
| 8139754 | Correlating call log files using voice prints A system is presented for logging and recording a call to a call network. The system comprises a voice print logic for generating a voice print of a caller who is making a call to a call network. A telecom routing switch generates a correlated telecom router switch ... | 03/20/2012 |
| 8139753 | Method and apparatus for handling a telephone call One embodiment of the invention provides a method of handling a telephone call. The method includes providing a multi-tenanted computer-telephony integration (CTI) server. The different tenants correspond to various outlets for one or more product or service offerin... | 03/20/2012 |
| 8139752 | Voice conference control from an instant messaging session using an automated agent A system and method for using one communication mode, such as instant messaging, to initiate and manage an alternative communication mode conversation. In one exemplary embodiment, an automated agent transfers conversation participants from an instant messaging conv... | 03/20/2012 |
| RE43205 | Skill based chat function in a communication system The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skil... | 02/21/2012 |
| 8102994 | Client survey systems and methods using caller identification information An automatic call distribution system includes a first software control module and a caller identification device for capturing caller identification information associated with an incoming call, a call agent station in communication with the automatic call distribu... | 01/24/2012 |
| 8102993 | Method for routing network call and network call center A method for routing a network call includes receiving a network call routing request from a requesting sub call center; determining a destination sub call center based on traffic distribution proportions for a network call service, in which the network call service... | 01/24/2012 |
| 8102992 | Dynamic load balancing between multiple locations with different telephony system A system and method for dynamic load balancing between telephony systems are provided. The system includes an input to receive a call from a primary interactive voice response (IVR) system. The system also includes an IVR unit responsive to the call to receive input... | 01/24/2012 |
| 8102991 | Method and system for automatic call distribution A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready ... | 01/24/2012 |
| 8094803 | Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into first and second constituent voice data. One of the first and second constituent voice data i... | 01/10/2012 |
| 8085926 | Call flow staffing estimation tool A call flow staffing estimation tool that includes: generating a staffing impact chart that indicates, in a visually indicated display, an expected difference between call volume and available agents for a plurality of time intervals in a future period of time based... | 12/27/2011 |
| 8073130 | Customer automated response system A method and apparatus are provided for prompting an agent of an automatic contact distributor during a customer service contact with a client. The method includes the steps of detecting a state of the customer service contact with the client via operation of a term... | 12/06/2011 |
| 8068597 | Method and apparatus for processing customer contacts using a state machine A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that ... | 11/29/2011 |
| 8064589 | Estimating number of agents for multiple chat channels Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times that agents and contacts spend, respectively, composing a single chat ... | 11/22/2011 |
| 8059812 | Distributed call-routing systems An exemplary method for selecting a resource for handling a call in a distributed call-routing system comprises obtaining, at a local call-routing proxy, a request for a resource to handle a call from a local automatic call director, distributing the request to a pl... | 11/15/2011 |
| 8036370 | Directly contactable call center agents Contact centers typically have an entry process to receive incoming contacts and distribute those appropriately amongst agents associated with the contact center. This entry process is often complex and time consuming. This invention allows users of the contact cent... | 10/11/2011 |
| 8023635 | Systems and methods to redirect audio between callers and voice applications A call center environment is provided that allows a customer service representative to populate a workstation display screen with data using either keystrokes or voice input. The voice input is provided to the workstation using a voice overlay and voice platform to ... | 09/20/2011 |
| 8019074 | Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users Systems, methods, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals communicated between call center and users during interactions therebetween. The system may include a... | 09/13/2011 |
| 7995740 | Automatic call distribution system using computer network-based communication Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over acceptin... | 08/09/2011 |
| 7995741 | Appearance change prompting during video calls to agents The present invention is directed toward a method and system for determining changes in a customer that have occurred between contact center visits. The invention is operable to compare data captured from a previous interaction and data captured from a current inter... | 08/09/2011 |
| 7983411 | Methods and apparatus for use in computer-to-human escalation A conversational agent receives a textual user message and escalates the user to a live agent if predetermined criteria are met. ... | 07/19/2011 |
| 7970118 | User-defined priority call router A priority routing process is provided for routing calls received via a call routing system to a live call center agent. Routing is determined through collection of Automated Call Distribution (“ACD”) real-time performance based data and subjective non-ACD data,... | 06/28/2011 |
| 7957520 | System and method for responding to an emergency at a call center A system and method for servicing a caller at a contact center includes a plurality of call centers, each including an automatic call distributor (ACD), and an emergency response system that issues an emergency notification signal to the ACD of a call center in resp... | 06/07/2011 |
| 7949121 | Method and apparatus for the simultaneous delivery of multiple contacts to an agent A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the... | 05/24/2011 |
| 7949122 | Method and apparatus for determining wait treatment of a customer in a call center A method, apparatus and computer program product for determining wait treatment for a customer in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to a customer in a ... | 05/24/2011 |
| 7940913 | System and method for improved contact center services to disabled callers A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve inf... | 05/10/2011 |
| 7933399 | System and method for utilizing virtual agents in an interactive voice response application The present disclosure provides a system and method configured to establish a connection with a party at an interactive voice response (IVR) system and provide a plurality of virtual agents associated with virtual departments based on a current stage within the proc... | 04/26/2011 |
| 7933398 | System and method for call bridging in a call center using a virtual private network A method and system for bridging a call in a network as well as a bridged call are provided. A call is received via a network. The call is connected to a first destination. The call is then directed from the first destination to a second destination. Intermediate co... | 04/26/2011 |
| 7929685 | Queuing calls for distribution A system and method gathers data from callers and call center sites and incorporates that information in call routing decisions. To make call routing decisions, a database structure keeps track of the calls in a queue before efficiently distributing the calls to age... | 04/19/2011 |
| 7929686 | System and method for managing request priority in a telecommunications network A method and system for managing requests in a hold queue and the responses thereto are described. By providing a management system for handling requests in a call queue, a requesting party may be free to perform other tasks while waiting for a response. In addition... | 04/19/2011 |
| 7929684 | High availability multi-tenant feature A multi-tenant call-center system and method of configuring and monitoring. The system includes a plurality of telephone lines, a plurality of agent positions, a call distribution system connecting the plurality of agent positions to the telephone lines, a call mana... | 04/19/2011 |
| 7925002 | Administering multiple target ACD systems Method and system for administering multiple target systems automatic contact distribution (ACD) systems, where corresponding object types in the various target systems may have different schema. A user of the administering system works in a single schema, and trans... | 04/12/2011 |
| 7912205 | Contact center business modeler A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with ke... | 03/22/2011 |
| 7873154 | Apparatus, system, and method for remote management console for business integration scenarios An apparatus and method for providing a remote management console for business integration scenarios. The apparatus may be implemented as a computer program product comprising a computer useable medium of computer-readable program. A computer, when executing the com... | 01/18/2011 |
| 7864944 | Optimal call speed for call center agents A system and method for handling a call from a caller to a call center includes an automatic call distributor (ACD) to receive the call and to route the call to an agent. A module operates to compute a rate of speech of the caller, and a display graphically displays... | 01/04/2011 |
| 7848509 | Network-based voice activated auto-attendant service with B2B connectors A network-based voice activated auto-attendant service is disclosed. In a particular embodiment, a data processor is provided that can construct an enterprise voice directory by executing instructions to encrypt eXtended Markup Language (XML)-based files using an en... | 12/07/2010 |
| 7831032 | System and method for the establishment of a connection between a contact requester and a communications center A system for establishing a connection between a contact requester (i.e. a potential customer) and a communications center is disclosed. The system has a message receiver which accepts a message from a communications device, such as a mobile telephone or a PDA, and ... | 11/09/2010 |
