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"There is practically no chance communications space satellites will be used to provide better telephone, telegraph, television, or radio service inside the United States."
T. Craven, FCC Commissioner ; 1961
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| Number | Title | Issue Date |
| 8112321 | Method, medium, and system for providing leads to an agent in exchange for credits A system, method, and computer readable medium for authorization of independent agents for processing calls and distribution of calls to authorized agents are provided. An independent agent may purchase or otherwise acquire credits for leads related to commerce tran... | 02/07/2012 |
| 8107612 | Distributed session-based data Session-based data, such as call detail accounting information, is tracked and distributed to a plurality of servers in a distributed telephony environment. One type of session is a telephone call between participants. Session-based data includes information about a... | 01/31/2012 |
| 8023636 | Interactive dialog-based training method A computer readable medium stores a computer program for interactive training based on a simulated customer interaction. The computer readable medium includes a dialog code segment that provides a predetermined customer portion of a dialog segment from the simulated... | 09/20/2011 |
| 7899177 | Call-routing system and method A method, system, and medium are provided for more specifically routing a communications request in an environment where an intermediary facilitates the request. The method includes retrieving a set of preferences associated with an initiator of the request, retriev... | 03/01/2011 |
| 7885401 | Method and apparatus to forecast the availability of a resource The present invention is directed to systems and methods for providing an accurate forecast of resource availability within a determined forecast horizon. Statistics regarding time spent by resources in tasks that can be differentiated into or considered as a number... | 02/08/2011 |
| 7873155 | Method and device for estimating work skills, and computer product In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating unit estimates a dealing duration of an item based on the item inform... | 01/18/2011 |
| 7860233 | System and method for tracking alerts A method and apparatus for generating alerts which prompt a customer representative to initiate communications with a customer relative to the alert. Further provided is a tracking template which is provided to the customer representative, whereby the customer repre... | 12/28/2010 |
| 7783027 | Computer-readable recording medium having recorded therein agent training support program, and agent training support method and agent training support apparatus A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extrac... | 08/24/2010 |
| 7769160 | System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call A system, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call comprises: a web server call notification module that receives an automatic number identification and information relating ... | 08/03/2010 |
| 7746998 | Integrating enterprise and provider contact center resources to handle workload on-demand A method for handling contact center requests can include the step of identifying a contact center request and a resource type to handle the request, where a resource of the resource type can be selected from a multitude of contact center resources. The contact cent... | 06/29/2010 |
| 7660407 | Systems and methods for scheduling contact center agents Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact c... | 02/09/2010 |
| 7660406 | Systems and methods for integrating outsourcers Systems and methods for integrating outsourcers are provided. In this regard, a representative method includes: receiving information corresponding to resources of a first contact center; and correlating the information with other information in order to improve int... | 02/09/2010 |
| 7418093 | Method for evaluating customer call center system designs A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost facto... | 08/26/2008 |
| 7412410 | Automated sales support device A system and method for notifying salespersons of customer communications including a target item is provided. Individual customers are mapped to one or more salespersons. Target items of interest to a salesperson are defined and a salesperson is associated with a c... | 08/12/2008 |
| 7409054 | System and method for integrated resource scheduling, task allocation and agent work management According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the... | 08/05/2008 |
| 7406515 | System and method for automated and customizable agent availability and task assignment management A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent da... | 07/29/2008 |
| 7406171 | Agent scheduler incorporating agent profiles Systems and methods for scheduling of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of forecasting network data for a future time interval from past network data, determining a group of agents, forecas... | 07/29/2008 |
| 7401112 | Methods and apparatus for executing a transaction task within a transaction processing system employing symmetric multiprocessors A method of executing a transaction task within a transaction processing system includes, responsive to an event, the steps of identifying a workflow associated with the event. A transaction task, that at least partially executes the workflow, is distributed to an a... | 07/15/2008 |
| 7398230 | Automated sales support device A system and method for notifying salespersons of customer communications including a target item is provided. Individual customers are mapped to one or more salespersons. Target items of interest to a salesperson are defined and a salesperson is associated with a c... | 07/08/2008 |
| 7395227 | Automated sales support device A system and method for notifying salespersons of customer communications including a target item is provided. Individual customers are mapped to one or more salespersons. Target items of interest to a salesperson are defined and a salesperson is associated with a c... | 07/01/2008 |
| 7395224 | Automated sales support device A system and method for notifying salespersons of customer communications including a target item is provided. Individual customers are mapped to one or more salespersons. Target items of interest to a salesperson are defined and a salesperson is associated with a c... | 07/01/2008 |
| 7386113 | System and method for integrated resource scheduling and agent work management According to the invention, a system and method for integrating agent scripting and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of t... | 06/10/2008 |
| 7386114 | Distributed session-based data Session-based data, such as call detail accounting information, is tracked and distributed to a plurality of servers in a distributed telephony environment. One type of session is a telephone call between participants. Session-based data includes information about a... | 06/10/2008 |
| 7382773 | Contact center with normalized multiple protocol architecture The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The pre... | 06/03/2008 |
| 7373309 | System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request A reception management system for handling transactions includes a plurality of ACMs (Automated Contract/Consulting Terminals) for receiving procedure requests for predetermined transactions from customers, a plurality of ROTs (Remote Operation Terminals) to be empl... | 05/13/2008 |
| 7343010 | System and method for integrated resource scheduling and task allocation According to the invention, a system and method for integrating call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the ... | 03/11/2008 |
| 7321657 | Dynamic force management system Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users... | 01/22/2008 |
| 7313232 | Monitoring for operator services The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections through a switching fabric of the telephony switch are supported by the pa... | 12/25/2007 |
| 7302466 | Autonomous eclone An autonomous eclone (10) comprises a plurality of interface agents (15,20,25,30) operable to interact with a person; an expert system (35) operable to process a command originated by any of the agents (15,20,25,30); and a database (40... | 11/27/2007 |
| 7298763 | Managing bandwidth on demand for internet protocol messaging with capability for transforming telephony calls from one media type to another media type A system for assuring quality-of service for Data Network Telephone (DNT) calls, such as Internet Protocol Network Telephony (IPNT) calls has software for monitoring established DNT calls for adequate bandwidth. A threshold bandwidth, or parameter value related to b... | 11/20/2007 |
| 7287021 | Method for searching information on internet A method for searching information on the Internet that includes the steps of providing a computer linked to the Internet, and accessing a search assistant via the Internet to search information on the Internet. The search assistant is a human being and a specialist... | 10/23/2007 |
| 7272217 | Telecommunications call time slicing system and method A telecommunications system and method provides a time slicing capability whereby alternate services, such as advertising, can be provided to a party while being kept on hold. Thus, charges associated with portions of the call during which alternate services are pro... | 09/18/2007 |
| 7269253 | Telephony control system with intelligent call routing A communications system and method, wherein a plurality of communications are received, each having associated classification information, information representing characteristics of at least three potential targets are stored; and an optimum target for each communi... | 09/11/2007 |
| 7249046 | Optimum operator selection support system An optimum operator selection support system, executed by a computer, includes a document computer executable management part, a document feature computer executable extraction part, and a job feature computer executable extraction part. The document computer execut... | 07/24/2007 |
| 7249011 | Methods and apparatus for automatic training using natural language techniques for analysis of queries presented to a trainee and responses from the trainee Techniques for training a call center operator trainee are described. A database contains queries including caller speech providing information to be used in routing a call. Each query is associated with an operator response as well as numerical values produced by a... | 07/24/2007 |
| 7239692 | Method and system for distributing outbound telephone calls A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module ... | 07/03/2007 |
| 7228260 | Role-playing simulation apparatus and method, and computer product In a role-playing simulation apparatus, a setting section sets a plurality of patterns of parameters indicating characters of player agents who participate in a virtual role-playing and also sets patterns of negotiation rules, and player agent sections realize the p... | 06/05/2007 |
| 7221752 | Method and configuration for operation of an operator switching position in a telecommunications system A service feature server makes it possible to provide service features in addition to the service features that are already provided in a telecommunications system. A separate module is provided for this purpose in the telecommunications system, which coordinates th... | 05/22/2007 |
| 7221377 | Apparatus and method for collecting and displaying information in a workflow system A method and apparatus for extensible real-time workflows are described. The present invention allows a user of a transaction processing system, such as a customer relationship management (CRM) tool or an automatic call distribution (ACD), for example, to easily add... | 05/22/2007 |
| 7215757 | System and method to provide automated scripting for customer service representatives A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The pu... | 05/08/2007 |
