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| Number | Title | Issue Date |
| 8442208 | Method and system for transferring an automatic call distributor call A method for transferring an automatic call distributor call includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes receiving a ... | 05/14/2013 |
| 8442209 | System and method for processing out-of-order caller responses during automated call processing A system and method for processing out-of-order caller responses during automated call processing is provided. A call session of a caller into a call center is monitored. The call session includes a non-sequential dialogue between the caller and the call center. An ... | 05/14/2013 |
| 8428244 | Cross-call agent extension mobility with call admission control and emergency calling A system for cross-registration of a phone device is provided. The system includes a local call processing system that stores phone device information for a local phone that is operable to be used by a user; and a remote call processing system that stores a user pho... | 04/23/2013 |
| 8411840 | Method of unifying control of contact center system A method and apparatus are provided for changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems. The method includes the steps... | 04/02/2013 |
| 8401170 | Method of using VOIP for callback from an ACD A method and apparatus are provided for establishing a communication connection between a client of an organization and an agent of the organization. The method includes the steps of an automatic call distributor of the organization receiving a call from the client,... | 03/19/2013 |
| 8379830 | System and method for automated customer service with contingent live interaction A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be... | 02/19/2013 |
| 8358772 | Means for directing a caller through an interactive voice response system and of making use of prerecorded precategorized scripts An apparatus, computer program product, method and system are disclosed for manually guiding inbound callers through an IVR system, then sequentially playing prerecorded, precategorized scripts, or audio dialogs, to the caller in accordance with the steps of a sales... | 01/22/2013 |
| 8351595 | Restoration of a caller to a previous place in an on-hold queue A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call from a caller and assigning the caller to a position in an on-hold queue... | 01/08/2013 |
| 8351594 | System for indicating priority levels for transaction and task engagement in a call center A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine ... | 01/08/2013 |
| 8335777 | Advanced directory services Included are embodiments for providing advanced directory services. One embodiment of a method includes receiving categorical data related to a desired listing, wherein the categorical data is configured to describe at least one category associated with the listing,... | 12/18/2012 |
| 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 invention, the waiting time for a caller is determined on the basis of ... | 11/13/2012 |
| 8306211 | System and method for retaining calls into a call center A system and method for retaining calls info a call center is provided. A multiplicity of calls is received into a call center. The nature of each call is determined and the calls are temporarily saved. One or more of the saved calls is retained by performing a plur... | 11/06/2012 |
| 8295469 | System and method of determining call treatment of repeat calls A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call. The method also includes determining whether the repeat call is to receive a first treatment type. The method further inclu... | 10/23/2012 |
| 8295468 | Optimized method to select and retrieve a contact center transaction from a set of transactions stored in a queuing mechanism A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with ... | 10/23/2012 |
| 8290139 | Method and apparatus for maintaining dynamic queues in call centers using social network information In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social net... | 10/16/2012 |
| 8275116 | Networked contact center This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associa... | 09/25/2012 |
| 8275115 | System and method for securing data exchanged during a telephone call A system and method for receiving information from a caller without the information being accessed by an agent handling the call. A call is received and routed to an agent, who may be remote. When predetermined information (e.g., credit card number, social security ... | 09/25/2012 |
| 8275117 | Methods and apparatus for use in computer-to-human escalation A system and method are provided for escalating a user or customer to a live agent from a conversational agent when predetermined criteria are met. The conversational agent textually converses in so-called natural language interaction and can run on a computer, such... | 09/25/2012 |
| 8265261 | Telephone channel personalization The present invention is directed to systems and methods of personalizing a self-service option for customers. Customers are identified at call inception and the self-service channel is personalized to tailor the caller experience based upon information specific to ... | 09/11/2012 |
| 8259923 | Implementing a contact center using open standards and non-proprietary components The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with cal... | 09/04/2012 |
| 8254556 | System and method for processing and routing incoming calls to a communication assistance system The present invention is a call routing system for use in directory assistance. The call routing system employs a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and determines, for ea... | 08/28/2012 |
| 8249243 | Method of remotely operating contact center systems A method and apparatus are provided for controlling a server of a contact center system having a plurality of automatic contact centers. The method includes the steps of providing an audible menu to a supervisor of the contact center system having the plurality of a... | 08/21/2012 |
| 8223954 | System and method for automating customer relations in a communications environment A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening d... | 07/17/2012 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
