Did You Know...
...Daniel Webster invented a "bull plow" to pull out tree stumps. It didn't catch on because it was huge and required four oxen to pull it!
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| Number | Title | Issue Date |
| 8175256 | Call center system and method for obtaining interface invoke information The present invention discloses a call center system and a method for obtaining interface invoke information to realize automatic analysis of the user behaviors. The method includes steps of sending a connection establishment request message to a user interface serv... | 05/08/2012 |
| 8036371 | Utilizing small group call center agents to improve productivity without impacting service level targets In a call center, a plurality of agents comprises at least a first group associated with a first skill and a second group associated with a second skill. The second group may have a substantially larger number of agents than the first group, and accordingly the firs... | 10/11/2011 |
| 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 |
| 7418095 | System and method for providing caller activities while in queue A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue whe... | 08/26/2008 |
| 7401320 | Operator network that routes customer care calls based on subscriber/device profile and CSR skill set An operator network is capable of routing incoming customer care calls to specific customer care representatives based on a subscriber profile and customer service representative (CSR) skill set. The device profile is retrieved from the mobile handset while the inco... | 07/15/2008 |
| 7366293 | Call center administration manager A network-based call center for managing a company's interactions with its customers uses resources supplied by an application service provider. The call center stores sensitive information on a database within the company's private network, behind a firewall. When ... | 04/29/2008 |
| 7349534 | Call routing from first to second dialog of interactive voice response system A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the ... | 03/25/2008 |
| 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 |
| 7280651 | Method and system for performing automated telemarketing A method for performing automated telemarketing comprising receiving potential customer data including a telephone number. A telephone call is initiated to the telephone number using an auto-dialing device. Notification is received at a voice platform that the poten... | 10/09/2007 |
| 7248688 | Virtual physician office systems and methods Methods and systems are disclosed for enabling a virtual physician office (VPO) that uses a network-based physician practice application and leverages the assets of a shared, communications network of legacy systems. A data connection is established with a rule-base... | 07/24/2007 |
| 7245711 | Virtual interaction queuing using internet protocols A method and system for processing a call when a call recipient is unavailable by using virtual interaction queuing techniques over IP networks are disclosed. The method includes queuing the call in a queue associated with a call center, obtaining a messaging prefer... | 07/17/2007 |
| 7236583 | System and method for optimizing call routing to an agent A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog communication and/or text-dialog communication. The method includes obtaining... | 06/26/2007 |
| 7190978 | Mobile network simulator apparatus A mobile network simulator section has a function as least one mobile network simulator which forms a communication line between a test terminal and a connection destination in response to a connection request and which disconnects the communication line in response... | 03/13/2007 |
| 7124111 | Service charge adjustment platform A method of providing a representative or customer with an opportunity to electronically process a request to adjust, refund or waive a service charge on various products and services, comprising the steps of a) receiving requests via various channels such as phone,... | 10/17/2006 |
| 7120244 | Call routing from manual to automated dialog of interactive voice response system A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the ... | 10/10/2006 |
| 7110522 | Customer relationship management for “private” number requests A system and method enabling a telecommunications provider to ensure, through a customer relationship management protocol, that a customer requesting a private number is also offered per-line blocking is provided. In an illustrative implementation, the invention con... | 09/19/2006 |
| 7110524 | Method and system for call queueing and customer application interaction A system and method provide for the processing and routing of incoming calls for a call center. The system is specially configured such that incoming calls are prioritized and placed in a virtual queue if it is determined that a live call attendant is not available.... | 09/19/2006 |
| 7103166 | Call transfer service using service control point and service node A call transfer service enables a call from a calling party to be transferred from a first agent to a second agent in response to a signal sent by the first agent. The call transfer service is implemented with a service node that offers call transfer service functio... | 09/05/2006 |
| 7095841 | Queued task/queued resource state forecaster A queued task/queued resource state forecaster employs a binomial distribution fitter to fit a composite binomial distribution to operational data of a work management system, such as a call center. The fitter obtains arrival statistics for calls and agents in the c... | 08/22/2006 |
| 7068642 | System and method of propagating exclusion records in a networked computer telephony integration system A system and method of propagating exclusion records between a plurality of networked call centers is provided. Each call center includes a CTI system having a dynamic data record exclusion system. The system includes an exclusion record exporter and an exclusion re... | 06/27/2006 |
| 7039165 | System and method for personalizing an interactive voice broadcast of a voice service based on automatic number identification A system and method for personalizing an interactive voice broadcast of a voice service, including information derived from on-line analytical processing (OLAP) systems is disclosed. The system and method include a call server for receiving incoming telephone calls,... | 05/02/2006 |
| 7010115 | System and method for predictive contacts Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes predicting a time for assignment of a customer contact to a transaction processing entity in the transaction processin... | 03/07/2006 |
| 6999578 | Telephone support method, storage medium and apparatus A support reception unit issues a reception number in response to an application for support from a client and notifies the client of the reception number and a guidance for a call connection. A wait state management unit allocates into a queue the reception number ... | 02/14/2006 |
| 6925568 | Method and system for the processing of messages in a telecommunication system A method and system for encrypting, in a telecommunication system, outgoing message traffic between mobile stations operating in accordance with current mobile communication standards and/or between a mobile station and a service provider, and for decrypting incomin... | 08/02/2005 |
| 6807274 | Call routing from manual to automated dialog of interactive voice response system A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the ... | 10/19/2004 |
| 6804346 | Staged predictive dialing system A method, apparatus, and system places outbound calls using a predictive dialer at a call center and, optionally, receives inbound calls. The predictive dialing components use information about the substantive stage of the active calls at a given point in time to de... | 10/12/2004 |
| 6766012 | System and method for allocating agent resources to a telephone call campaign based on agent productivity A method for allocating agents to telephone call campaigns by a telephony system is disclosed. The disclosed method is aimed at maximizing productivity of successful agents by prioritizing call distribution to those agents enjoying a high level of success with respe... | 07/20/2004 |
| 6760414 | Personal computer banking system and method A personal computer banking system and method in which a personal computer is connected by a network service provider directly to a host computer system of a bank such that customer service requests can be processed automatically without need for intervention by cus... | 07/06/2004 |
| 6757375 | Recordal of call results in a predictive dialing application A method and apparatus for the recordal of call results in a computer database in a predictive dialing application. Operators communicate call results back to the dialing controller using DTMF signals. The system uses a single computer to coordinate, administer and ... | 06/29/2004 |
| 6754236 | System and method for dialing in a telephony system using a common channel signaling protocol in which the use of bearer channels is maximized The system and method for dialing in a telephony system using a common channel signaling protocol, such as ISDN, maximizes the use of bearer or voice channels. The telephony system includes a dialing switch connected to a central office switch that supports the comm... | 06/22/2004 |
| 6735298 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer ... | 05/11/2004 |
| 6714643 | System and method for implementing wait time estimation in automatic call distribution queues A system and method for predicting the wait time of a caller to a call center is disclosed. The call center associates a set of agents to which the caller may be queued. This set of agents selected may depend on the skills that each agent possesses, the type of serv... | 03/30/2004 |
| 6707903 | Automated workflow method for assigning work items to resources An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each... | 03/16/2004 |
| 6700967 | Presence information method and system A method of operating an availability service in a telecommunication system interconnecting a legacy telephone system with at least one presence system, said legacy telephone system including a plurality of terminals (T1 . . . T10), ... | 03/02/2004 |
| 6636599 | Reserving resources for anticipated work items via simulated work items A workflow-manager (150) reserves a resource for processing an anticipated real work item by sending a simulated, artificial, work item to the resource before the real work item becomes available. The resource does not process the simulated work item, but... | 10/21/2003 |
| 6594470 | System and method for remote management of call center operations A system and method to enable the remote supervision and operation of a call center over wireless network links. The invention pipes supervisory information from call centers, such as call waiting time, number of available of agents, oldest call waiting a... | 07/15/2003 |
| 6563920 | Methods and apparatus for processing of communications in a call center based on variable rest period determinations A call center is configured to determine variable rest periods for one or more agents, based at least in part on factors such as call center service state and agent occupancy. The call center service states may include a number of designated service state... | 05/13/2003 |
| 6563921 | Automatic call director first in first out accessory An external accessory is added to an automatic call director to ensure first in first out operation for connection to primary resources when secondary resources are accessed prior to primary resources. A controller intercepts resource requests for the cal... | 05/13/2003 |
| 6466664 | Time slot based call pacing method and apparatus Pacing algorithms and their benefits in predictive dialers in call center activities have been appreciated for a number of years. A predictive dialer automatically dials new customers before the call center agents or attendants finish talking with their c... | 10/15/2002 |
| 6381329 | Point-of-presence call center management system A point-of-presence (POP) call center system capable of answering, servicing, queuing and routing of calls at local points of presence to reduce communications costs and enhance operational efficiency for toll-free inbound call centers. The POP call cente... | 04/30/2002 |
