Quotables
"Telephone, n. An invention of the devil which abrogates some of the advantages of making a disagreeable person keep his distance. "
Ambose Bierce
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| Number | Title | Issue Date |
| 8175253 | System and method for automated performance monitoring for a call servicing system A system and method for monitoring and reporting automated call-processing performance is disclosed. Initially, performance metrics can be established for normal or acceptable system performance. Performance metrics may be determined for individual components and/or... | 05/08/2012 |
| 8150020 | System and method for prompt modification based on caller hang ups in IVRs In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt ... | 04/03/2012 |
| 8135125 | Multi-party information analysis in a VoIP system A system and method for collecting contextual information from several parties and generating an analyzed response to the contextual information is provided. Multiple sets of contextual information may be received from one or more clients. Relevant contextual inform... | 03/13/2012 |
| 8107610 | Callback processing of interactive voice response requests Embodiments of the present disclosure provide methods and devices for processing a call to a call distribution point. In this regard, one embodiment of such a method, among others, can be broadly summarized by the following steps: receiving a request from a caller t... | 01/31/2012 |
| 8107611 | Methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information The subject matter described herein includes methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information. According to one aspect, a method for automatically displaying cust... | 01/31/2012 |
| 8041023 | System and method of using a phone to access information in a call center A system and method of using voice to access information in a call center is disclosed. Providing a voice response server to handle requests from local and remote administrators allows a call center to be managed even when administrators are physically distant from ... | 10/18/2011 |
| 7983412 | System and method for automating handling of slamming and cramming complaints A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and rep... | 07/19/2011 |
| 7899176 | Systems and methods for discovering customer center information A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer... | 03/01/2011 |
| 7864945 | Method for detecting availability of non-traditional agent A method is provided for distribution and assignment of calls to an agent that has confirmed its current availability status. In one embodiment an agent is selected by the system and prompted for its current availability. If the agent is available, the call is route... | 01/04/2011 |
| 7853005 | Web-based network monitoring tool A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other conditions, such as agent staffing levels, call answering time, call routing an... | 12/14/2010 |
| 7849066 | Apparatus and method for determining adequacy of information retrieving process The apparatus acquires retrieval history data of information retrieval to be determined, and acquires voice data of the conversation heard about information necessary for the information retrieval. A predetermined keyword dictionary is referred to from the voice dat... | 12/07/2010 |
| 7817794 | 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... | 10/19/2010 |
| 7711104 | Multi-tasking tracking agent The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agent 232 operable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determi... | 05/04/2010 |
| 7636433 | Timeline visualization for call center processes A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating t... | 12/22/2009 |
| 7616755 | Efficiency report generator Systems and methods for generating efficiency reports, which in one embodiment among many, can be broadly summarized by a representative method of associating a call-center supervisor with a call center, obtaining a network statistic for the call center, categorizin... | 11/10/2009 |
| 7447304 | System and method for routing both toll-free and caller-paid telephone calls to call service centers A system and method of routing both caller-paid and toll-free telephone calls includes a local exchange network and an interexchange network in communication with a call routing processor. The call routing processor receives status information on at least two call s... | 11/04/2008 |
| 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 |
| 7421072 | Location-based bridging in call centers A call center apparatus for automatically bridging a mobile user (e.g., a supervisor, etc.) into an existing conversation between a telephone operator and a caller is disclosed. The illustrative embodiments bridge the mobile user into the conversation of the closest... | 09/02/2008 |
| 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 |
| 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 |
| 7376227 | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and... | 05/20/2008 |
| 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 |
| 7315849 | Enterprise-wide data-warehouse with integrated data aggregation engine An enterprise-wide data-warehouse comprising a database management system (DBMS) including a relational datastore storing data in tables. An aggregation module, operatively coupled to the relational datastore aggregates the data stored in the tables of the relationa... | 01/01/2008 |
| 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 |
| 7295668 | Predictive dialing by monitoring progress of agent script A call centre includes a plurality of agent workstations, each agent workstation comprising means for entering information obtained from a telephone respondent in response to questions prompted by a script displayed on the display of the workstation, and means for p... | 11/13/2007 |
| 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 |
| 7272222 | System and method for processing complaints A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and rep... | 09/18/2007 |
| 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 |
| 7266192 | Retrieval of data related to a call center In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been... | 09/04/2007 |
| 7260191 | System and method for interactive voice response call processing with external routing and application flow control A method and system are provided for processing an incoming call and providing an interactive voice response unit with application flow control and call arrival and departure control. The system includes a call router including rules for handling call arrival and ca... | 08/21/2007 |
| 7246327 | Interactive, menu-driven interface to database An interactive, menu-driven interface to a cellular site information database is disclosed. The user may enter a form name such as channel, cell, trkgrp, trkmem, etc. into a form selection screen. The user may enter the operation desired to be performed on the form ... | 07/17/2007 |
| 7245716 | Controlling hold queue position adjustment A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the calle... | 07/17/2007 |
| 7224789 | System and method for routing both toll-free and caller-paid telephone calls to call service centers A system and method of routing both caller-paid and toll-free telephone calls includes a local exchange network and an interexchange network in communication with a call routing processor. The call routing processor receives status information on at least two call s... | 05/29/2007 |
| 7222086 | Systems and methods for providing performance feedback to a cashier at a point-of-sale terminal A system is described for providing performance feedback to a cashier at a POS terminal. The system includes a display for displaying information to a cashier operating the POS terminal. The display displays a performance goal screen at the start of a work session, ... | 05/22/2007 |
| 7221367 | Queue management system and method The invention provides a data visualisation system comprising a data value memory in which is maintained a finite set of data values obtained from monitoring apparatus and a display configured to display a representation of each data value centered on respective dat... | 05/22/2007 |
| 7221938 | System and method for multi-modal monitoring of a network A system and method for multi-modal monitoring of a network are disclosed. In one embodiment of a system incorporating teachings of the present disclosure, a network management engine may be capable of issuing a request to a monitored network device and to receive n... | 05/22/2007 |
| 7221369 | Apparatus, system, and method for delivering data to multiple memory clients via a unitary buffer Apparatus, system, and method for delivering data to multiple memory clients are described. In one embodiment, a graphics processing apparatus includes an output pipeline including a set of memory clients. The graphics processing apparatus also includes a memory con... | 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 |
| 7212621 | Feature interactions The present invention relates to a telecommunications system and method for providing a plurality of services, the services providing control for communication via the telecommunications system. The system comprises a switching point for triggering one or more servi... | 05/01/2007 |
