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"The abolishment of pain in surgery is a chimera. It is absurd to go on seeking it...knife and pain are two words in surgery that must forever be associated in the consciousness of the patient."
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| Number | Title | Issue Date |
| 8160233 | System and method for detecting and displaying business transactions Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the recei... | 04/17/2012 |
| 8150021 | Proactive system and method for monitoring and guidance of call center agent System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The ... | 04/03/2012 |
| 8150022 | Call center queue management Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining all completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical ave... | 04/03/2012 |
| 8126136 | Method and system for automatic supervisor intervention in problematic calls in a call center According to one embodiment of the invention, a method for processing a call in a call center includes monitoring a characteristic of at least a portion of the call, comparing the characteristic to a threshold for the characteristic, and generating a signal indicati... | 02/28/2012 |
| 8112391 | Synchronization of agent skill data A method and system for automatically updating and synchronizing contact center agent skill data maintained in a central agent skill database with a routing system based upon skill-changing events triggered in skill-Impacting systems. Contact center agent skills may... | 02/07/2012 |
| 8085927 | Interactive voice response system with prioritized call monitoring The present invention enables service agents in a call center to monitor portions of calls that are especially error-prone (e.g., automated speech recognition of an address, etc.), while portions of calls that are not error-prone occur without any human monitoring. ... | 12/27/2011 |
| 8046254 | System and method for generating forecasts and analysis of contact center behavior for planning purposes A method of predicting expected performance of a processing center system is provided. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center ... | 10/25/2011 |
| 8045695 | System for determining active copresence of users during interactions A system is described for determining the active copresence of users during interactions. The system may include a processor, a memory, and an interface. The memory may store a degree of active copresence. The interface may communicate with a user. The processor may... | 10/25/2011 |
| 8031859 | Stagnation-judgment device and computer product In a stagnation-judgment device, a work history-acquiring unit acquires work history of actions taken by an operator to handle an enquiry. A correlation-deriving unit derives correlation between actions of the operator and stagnation based on the work history regard... | 10/04/2011 |
| 7953219 | Method apparatus and system for capturing and analyzing interaction based content The present invention provides a method and apparatus (100) for capturing and analyzing customer interactions, the apparatus comprising a multi-segment interaction capture device (324), an initial set up and calibration device (326), a pre-proce... | 05/31/2011 |
| 7940915 | Apparatus and method for determining part of elicitation from spoken dialogue data This apparatus calculates, from the spoken dialogue data between a customer and an operator, the speech length of each speech. Then, it estimates the structure of the spoken dialogue data based on the speech length and specifies a speech-length-characteristic change... | 05/10/2011 |
| 7940914 | Detecting emotion in voice signals in a call center A system, method and article of manufacture are provided for detecting emotion using statistics. First, a database is provided. The database has statistics including human associations of voice parameters with emotions. Next, a voice signal is received. At least one... | 05/10/2011 |
| 7899178 | Recording invocation of communication sessions Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communic... | 03/01/2011 |
| 7873156 | Systems and methods for analyzing contact center interactions Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interactio... | 01/18/2011 |
| 7869586 | Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics A method and system for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics is provided. The method is implemented by a non-transitory computer readable medium ha... | 01/11/2011 |
| 7864946 | Systems and methods for scheduling call center agents using quality data and correlation-based discovery Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the... | 01/04/2011 |
| 7856095 | System and method for providing a baseline for quality metrics in a contact center A computer-implemented system and method for assisting managers of a contact center is provided. The monitoring of agent communications is performed automatically and the communications are assigned to a group of supervisors for scoring. The scores assigned to the c... | 12/21/2010 |
| 7853006 | Systems and methods for scheduling call center agents using quality data and correlation-based discovery Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtai... | 12/14/2010 |
| 7783028 | System and method of using speech recognition at call centers to improve their efficiency and customer satisfaction Disclosed is a method, system and computer program for handing over a communication from a first party to a second party. The method comprises the steps of analyzing an audio communication with said first party for quality; and transcribing to text said audio commun... | 08/24/2010 |
| 7783029 | System and method of managing calls to a customer service call center A method of managing calls at a call service center is disclosed and includes monitoring a plurality of calls that are received at the call service center. Further, the method includes monitoring service transactions that are handled by a plurality of customer servi... | 08/24/2010 |
| 7769629 | System and method for providing hierarchical reporting for online incentive programs A system and method for providing online incentive programs that allows participants in the programs to access hierarchical reports detailing the current status of the incentive programs. The incentive programs include means to restrict access to the various hierarc... | 08/03/2010 |
| 7706520 | System and method for facilitating transcription of audio recordings, with auditing A system and method for facilitating transcription of an audio recording, with auditing. An IVR (Interactive Voice Response) unit makes a set of audio recordings of a caller's input during a call. The set of audio recordings is stored in a database and queued for tr... | 04/27/2010 |
| 7460660 | Method, system, and computer program product for providing web-based quality assessment, tracking, and reporting services for call monitoring A method, system, and computer program product for providing web-based quality assessment, tracking, and reporting services for call monitoring are provided. The method includes presenting a main menu of user-selectable options via the evaluation services system ove... | 12/02/2008 |
| 7430290 | Virtual queuing support system and method A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of the VQSS. End-users register in a virtual queue of the VQSS, which moni... | 09/30/2008 |
| 7426267 | Declarative ACD routing with service level optimization A method including determining a current rate of satisfying a service level agreement constraint, wherein the service level agreement constraint is associated to selected ones of each incoming contact within a contact center, comparing the current rate to a target r... | 09/16/2008 |
| 7421248 | Method and apparatus for adjusting operational parameter of a wireless device bases upon a monitored characteristic A method includes establishing a communication session at a wireless device and monitoring at least one characteristic associated with the communication session. The method also includes adjusting at least one operational parameter of the wireless device based on th... | 09/02/2008 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 7376228 | Call center management systems A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great deg... | 05/20/2008 |
| 7373405 | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote ... | 05/13/2008 |
| 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 |
| 7373387 | Session to track actual e-mail handling time A method and apparatus are provided for measuring a time of considering an e-mail message received by an agent of an automatic contact distribution system. The method includes the steps of detecting each opening and closing of the e-mail received by the agent, measu... | 05/13/2008 |
| 7359918 | System and method for intelligent script swapping A method for providing data collection from a client at a data collection mechanism, the method includes collecting from a client a first portion of data at a first data collection mechanism using at least a portion of a first script comprising one or more queries f... | 04/15/2008 |
| 7359949 | Remotely controlling a UNIX-based system Remotely controlling a UNIX-based system includes prompting a first user at a UNIX-based machine for permission for a second user at a machine remotely-located from the UNIX-based machine to control the UNIX-based machine and if the first user grants permission, ena... | 04/15/2008 |
| 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 |
