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| Number | Title | Issue Date |
| 8189763 | System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction Communications systems are provided, a representative one of which incorporates: a recorder operative to record information associated with a communication; and a first computer application operative to provide a graphical user interface, the graphical user interfac... | 05/29/2012 |
| 8170197 | System and method for providing automated call center post-call processing A system and method for providing a message-based communications infrastructure for automated call center post-call processing is described. Verbal speech utterances in a stream of recorded user messages are identified. The recorded user messages are parsed from a c... | 05/01/2012 |
| 8130938 | Systems and methods for endpoint recording using recorders Embodiments of the present invention provide systems and methods for recording media communications. An exemplary method is comprised of the following steps: configuring an endpoint recording device for relaying an incoming call to an endpoint component; receiving t... | 03/06/2012 |
| 8068603 | Focused retrieval of selected data in a call center environment A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on inform... | 11/29/2011 |
| 8068602 | Systems and methods for recording using virtual machines A recording system that includes software configured to enable a first guest operating system to function in a virtual machine operating environment, a first recording software enabled to function by the first guest operating system, at least one processor, and at l... | 11/29/2011 |
| 8023639 | Method and system determining the complexity of a telephonic communication received by a contact center A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event ... | 09/20/2011 |
| 8000465 | Systems and methods for endpoint recording using gateways Embodiments of the present invention provide systems and methods for recording media communications an exemplary method is comprised of the following steps: receiving instructions at a gateway to record an incoming call; receiving the incoming call from a calling co... | 08/16/2011 |
| 7936868 | Method and system for automatically generating flow charts of call flow programs A method and system automatically generates flow charts of call flow programs used in a call center based on information about the call flow program and other telephone system resources collected from the call center. Such collected information includes automatic ca... | 05/03/2011 |
| 7899180 | System and method for analysing communications streams Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a first computer application operative to reconstruct progress of a communication through the contact center such that information corresponding t... | 03/01/2011 |
| 7889859 | Voice recognition for servicing calls by a call center agent A system for call processing is disclosed that includes voice recognition enabled activity code support. The system operates routes a received call to an agent, based on dialed number, other caller provided information, and/or load balancing across agents. The call ... | 02/15/2011 |
| 7792278 | Integration of contact center surveys Systems and methods for integrating contact center surveys are provided. In this regard, a representative method comprises: obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center; provid... | 09/07/2010 |
| 7724890 | Focused retrieval of selected data in a call center environment A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on inform... | 05/25/2010 |
| 7680264 | Systems and methods for endpoint recording using a conference bridge Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmit... | 03/16/2010 |
| 7587041 | System and method for analysing communications streams Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a graphical user interface operative to display information corresponding to a communication of the contact center, the graphical user interface b... | 09/08/2009 |
| 7574000 | System and method for analysing communications streams Methods are provided, a representative one of which involves: recording information associated with a communication; providing a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of th... | 08/11/2009 |
| 7570755 | Routine communication sessions for recording Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing ... | 08/04/2009 |
| 7466816 | System and method for analysing communication streams Communications systems are provided, a representative one of which incorporates: a recorder operative to record information associated with a communication; and a first computer application operative to provide a graphical user interface, the graphical user interfac... | 12/16/2008 |
| 7463730 | System and method for caller confirmation of call center agent notes A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer workstation of the agent, the subsystem being connected with a device ... | 12/09/2008 |
| 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 |
| 7369654 | Efficiency report incorporating communication switch statistics Systems and methods for generating an efficiency report, which in one embodiment among many, can be broadly summarized by a representative method of obtaining a set of switching statistics from a database of a communication switch and integrating this set of switchi... | 05/06/2008 |
| 7356139 | Computer telephony integration (CTI) complete hospitality contact center Methods and systems are disclosed for enabling a dynamic hospitality contact center (DHCC) that leverages the assets of a hospitality center's communications systems including internal telecommunications networks, information systems, data networks, and applications... | 04/08/2008 |
| 7343288 | Method and system for the processing and storing of voice information and corresponding timeline information Methods and systems are provided for processing voice data from a call between a first human party and a second or more human parties and/or an automated attendant system, or between a first human party and one or more second human parties, wherein the voice data is... | 03/11/2008 |
| 7315617 | Method and system for managing calls of an automatic call distributor A method for managing calls of an automatic call distributor includes receiving a call from a user over a first connection with a first endpoint of the user. The call comprises a request for service. The method includes obtaining presence information of the user and... | 01/01/2008 |
| 7315616 | System and method for maintaining real-time agent information for multi-channel communication queuing An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The... | 01/01/2008 |
| 7308093 | System and method for multi-channel communication queuing using routing and escalation rules A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each ro... | 12/11/2007 |
| 7292684 | User information management program and user information management device Transmission-record information is created based on information that has been transmitted to a user communication device in response to a first user call for utilizing an information provision service. The transmission-record information is then transmitted to an op... | 11/06/2007 |
| 7287087 | Communications network for dynamic reprioritization A communications network comprising at least one source unit is configured to generate messages for relay to a portal node through at least one smart node. The smart node includes a dynamic reprioritization controller capable of dynamically reprioritizing the relaye... | 10/23/2007 |
| 7257218 | Presence enabled queue management The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requestors of information with qualified resources capable of providing the necessary response. The resources for information may be ... | 08/14/2007 |
| 7249321 | System and method for selection of a voice user interface dialogue A communication system includes a criteria matrix for calculating a dialogue score in response to a request for a dialogue model from a dialogue node within a communication action. The criteria matrix also incorporates a dialogue selection table for selecting an app... | 07/24/2007 |
| 7248678 | Methods and apparatus for routing and accounting of revenue generating calls using natural language voice recognition Techniques and systems for routing and information collection for telephone calls are described. Upon initiation of a revenue generating call, a data management module creates a call interaction record, including a unique call identifier and information generated by... | 07/24/2007 |
| 7236584 | Method and apparatus for providing fair access to agents in a communication center A system for granting access to agents at a communication center in response to requests for connection from network-level entities starts a fairness timer having a fairness time period when a first request is received for and agent, monitors any other requests for ... | 06/26/2007 |
| 7231033 | System and method for providing a service to a customer via a communication link A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An exchange of information occurs, and a service, such as a telephone num... | 06/12/2007 |
| 7224973 | Communication agent apparatus A communication agent apparatus includes at least one mobile unit, a presence information inquiring unit, a handling method determination unit, and a handling method execution unit. The mobile unit transports a communication device. The presence information inquirin... | 05/29/2007 |
| 7215759 | Hold queue wait estimations A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be estimated according to representative profiles, caller profiles, and curr... | 05/08/2007 |
| 7206400 | Method and system for data field reuse An automatic call distribution system is adapted to connect a telephone call of a caller to an agent station through a public switched telephone network (PSTN) where call information identifiers received from the PSTN are repopulated. The method includes the steps o... | 04/17/2007 |
| 7190782 | Personal communication center performance display and status alert system In a call center having agent stations including personal computers having video display units (PC/VDUs), connected on a LAN with a server tracking status for call center entities, a system for agent information includes a software application executing on individua... | 03/13/2007 |
| 7184992 | Constrained optimization tool A system for finding a solution to a constrained optimization problem is disclosed. The system uses a mathematical formulation describing the constrained optimization problem. A transformer builds a specific function using the mathematical formulation, variables; an... | 02/27/2007 |
| 7174010 | System and method for increasing completion of training Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throug... | 02/06/2007 |
| 7158623 | Method and apparatus for dial stream analysis Interests of a person may be analyzed based on the dial stream to/from the person. When a call is being made to/from a person, signaling information from the dial stream is routed to an analysis server. Information in the signaling information, such as called party ... | 01/02/2007 |
| 7149295 | Technique for effectively controlling communication links to an information assistance service It is typical that a user calls an information assistance service provider to request information, e.g., a destination telephone number desired by the user, and chooses to be connected to the destination number. It is also typical that the information assistance ser... | 12/12/2006 |
