Celebrity Inventors
Penn Jillette of Penn and Teller fame has patented a "Hydro-Therapeutic Stimulator", which uses a hot tub for stimulation.
PatentStorm News
Make the Most of Our Site
See this month's Top Inventors and Most Cited Patents.
Stay on top of the latest innovations by subscribing to an RSS feed.
Registered users: Manage your profile.
| Number | Title | Issue Date |
| 8180044 | Semantic contact center management A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to... | 05/15/2012 |
| 8139756 | Method, apparatus, and computer product for computing skill value A skill-value computing apparatus classifies inquiries into groups of easy and difficult inquiries, and computes a total skill value of an agent by taking into account the difficulty level of each inquiry. ... | 03/20/2012 |
| 8050396 | Message forwarding based on sender and recipient relationship Techniques for message forwarding based on a relationship between a sender and a recipient are described herein. In one embodiment, a process includes, but is not limited to, in response to a message from a sender over a network, identifying a list of candidate reci... | 11/01/2011 |
| 8045697 | Method and apparatus for interfacing a customer with a call center A method and apparatus for interfacing a customer with a call center allows information obtained from a Radio Frequency Identification (RFID) tag to be transmitted to the call center to provide additional information about the customer and allow the session to be ro... | 10/25/2011 |
| 8027458 | Voice response system with live agent assisted information selection and machine playback In accordance with one embodiment, a method for operating a telephonic voice content system is provided. The method, comprises in a non-live agent mode, interacting with a caller by receiving an utterance from the caller, performing a machine selection of voice cont... | 09/27/2011 |
| 7936867 | Multi-service request within a contact center A contact center that includes: (a) an input 200 operable to receive a contact; (b) a task expert module 232 to (i) identify a plurality of tasks 400 associated with the contact; (ii) group the... | 05/03/2011 |
| 7916858 | Agent training sensitive call routing system A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize calle... | 03/29/2011 |
| 7894596 | Systems and methods for providing language interpretation A method and system of providing a language interpretation service is disclosed. A language interpretation number, such as an 811 number, can be provided. The language interpretation number can be used to place a telephone call to a language interpretation service f... | 02/22/2011 |
| 7889857 | Method and system for providing a service A method and system for providing a customer with a service upon a service request. The method includes retrieving a dataset from a database for identifying a qualified service person using information about the service, the service person and a customer; establishi... | 02/15/2011 |
| 7844045 | Intelligent call routing and call supervision method for call centers A call routing and supervising system includes an input receiving customer speech from a remote location, and a voice characteristics extractor extracting voice characteristics from the customer speech, such as language/dialect/accent, age group, gender, and eigendi... | 11/30/2010 |
| 7839991 | Computer product, outbound-operation support apparatus, and outbound-operation support method An outbound-operation support apparatus extracts a set of materials corresponding to received contents of an operation from a material database (DB) and extracts a theme and a knowledge-level value having a success rate larger than a predetermined threshold value fr... | 11/23/2010 |
| 7831033 | Method of preference driven segmentation routing A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact of the plurality of contacts, providing an ordered list of contact pr... | 11/09/2010 |
| 7801295 | Method and system for providing agent training A method for providing training to agents of an automatic call distribution center includes determining whether an agent is idle and, in response to determining that the agent is idle, initiating playback of a recorded training call to the agent. Additionally, the m... | 09/21/2010 |
| 7796747 | Method and system for management of queues in contact centers Contacts are managed within a contact center by associating each contact with one or more skill set and priority identifiers. The contacts may be represented as a software object. Contact (or contact objects) may be queued relative to one another by means of referen... | 09/14/2010 |
| 7792276 | Language interpretation call transferring in a telecommunications network A method and system of providing language interpretation for a merchant are disclosed. An incoming telephone call from a customer speaking a first language is received at a language interpretation service. The customer is greeted in the first language by an interpre... | 09/07/2010 |
| 7787612 | Method and system for requesting help A method (and system) of requesting help includes connecting a user to a help request generator, accessing, by the help request generator, a database including a list of helpers, selecting helper from the list of helpers, and transmitting a help request from the hel... | 08/31/2010 |
| 7751552 | Intelligently routing customer communications Communications are routed to an agent. An agent model is selected for each of a group of agents, based upon an identified modality of an incoming communication from a requester. An agent is determined corresponding to one of the selected agent models best matched to... | 07/06/2010 |
| 7711105 | Methods and apparatus for processing foreign accent/language communications Techniques for improving the efficiency of foreign accent/language communications processing are disclosed. For example, in one aspect of the invention, a technique for processing a call received by a call center, includes the following steps/operations. A call is o... | 05/04/2010 |
| 7706523 | Method and apparatus for skills-based task routing An efficient algorithm is presented for selecting an agent to service a task in a skills-based routing system. A set X is determined of all states of the boolean variables that contain the required skills for a task. A resume table of available agents is built, orga... | 04/27/2010 |
| 7593523 | System and method for providing incoming call distribution A method and system of routing incoming call is disclosed. An incoming call is received at a call center of a language interpretation provider. The incoming call is made by a customer requesting language interpretation service. The customer can be for example a busi... | 09/22/2009 |
| 7558383 | Initial routing of internet-protocol network telephone calls A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone n... | 07/07/2009 |
| 7539296 | Methods and apparatus for processing foreign accent/language communications Techniques for improving the efficiency of foreign accent/language communications processing are disclosed. For example, in one aspect of the invention, a technique for processing a call received by a call center, includes the following steps/operations. A call is o... | 05/26/2009 |
| 7505578 | Load balancing in a network of contact centres Load balancing between agents in a network skillset has become a particular problem. Not only is there a need to ensure efficient use of agent resources in the network skillset but increasingly labor law and union requirements mean that work must be shared between a... | 03/17/2009 |
| 7440567 | Healthcare virtual private network methods and systems Methods and systems are disclosed for enabling a healthcare virtual private network (VPN) that leverages the assets of a shared, interconnected network of legacy systems. A data connection is established with a rule-based application dataserver of a telecommunicatio... | 10/21/2008 |
| 7436818 | Packet switched network voice communication Method of confirming the establishment of a voice connection, such as a VoIP connection, between first and second end stations coupled to a packet switched communications network. The voice connection is used to transfer an audible request from the first end station... | 10/14/2008 |
| 7433459 | Methods and apparatus for providing telephone support for internet sales Methods and apparatus for providing manned, e.g., live customer support to customers, e.g., people using the Internet to purchase goods and/or services are described. A person viewing a Web Site, e.g., a customer, is presented with a button which provides the opport... | 10/07/2008 |
| 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 |
| 7424107 | Method and system for requesting help A method (and system) of requesting help includes connecting a user to a help request generator, accessing, by the help request generator, a database including a list of helpers, selecting at least one helper from the list of helpers, and transmitting a help request... | 09/09/2008 |
| 7418094 | Method and apparatus for multimedia interaction routing according to agent capacity sets A routing software application for predicting a best routing destination from a pool of considered routing destinations for an incoming event into a communications routing system has a detection module for detecting the arrival of the event for routing; at least one... | 08/26/2008 |
| 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 |
| 7403607 | Directing contacts between an end user and a contact center agent Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working... | 07/22/2008 |
| 7386115 | Combined caller and agent endpoint manager A method and apparatus are provided for supporting client calls within a private computer network of an organization having a plurality of agents. The method includes the steps of detecting receipt of a call from a client of the organization through an interface of ... | 06/10/2008 |
| 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 |
| 7370325 | Eager evaluation of tasks in a workflow system An object-focused workflow system for processing a received object in accordance with a declarative workflow specification. The specification includes modules and attributes, where module execution results in the evaluation of attributes, and may include the initiat... | 05/06/2008 |
| 7359498 | Systems and methods for arranging a call According to one embodiment of the present invention, a method of arranging a call with a service provider is disclosed. The method includes: determining whether the service provider accepts arranged calls; if it is determined that the service provider does not acce... | 04/15/2008 |
| 7359503 | Method of and system for providing services in a communications network A system for providing services in a communications network includes a service processing function, a universal directory function, and a nodal resource manager. The service processing function receives service requests, formulates requests for interworking function... | 04/15/2008 |
| 7349843 | Automatic call distributor with language based routing system and method A method and system for determining a language of a call handled by an automatic call distributor is disclosed. The method includes the steps of detecting the call, sampling an audio portion of the call, fitting a plurality of templates to the sampled portion of the... | 03/25/2008 |
| 7349535 | Method and system for automatic call distribution based on location information for call center agents A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in ... | 03/25/2008 |
| 7336779 | Topical dynamic chat The present invention is directed to a customer contact 100 in which a session monitor 140 identifies and implements multi-customer sessions. A conferencing function 136 connects the plurality of customers 110-118 simultaneously to... | 02/26/2008 |
| 7324528 | Remote access, emulation, and control of office equipment A business has a main office (13) which has a controller (225), a plurality of telephones, a plurality of computers, a PBX and/or an ACD (216), and a plurality of corporate resources (220) such as servers, hosts, applications, databases, ... | 01/29/2008 |
