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| Number | Title | Issue Date |
| 8130937 | Use of speech recognition engine to track and manage live call center calls A speech recognition engine monitors live call center calls between live callers and live operators and detects that certain key words are spoken. The detected key words can then be used as a basis to identify issues that are raised in the call, so as to facilitate ... | 03/06/2012 |
| 8068601 | Queuing and routing telephone calls A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is ma... | 11/29/2011 |
| 7792277 | Call centers with image or video based priority Disclosed are apparatus and methods for utilizing the camera or video capability of particular communication devices, such as cell phones, to enhance handling of calls, such as emergency calls. In one implementation, when a call is made to an emergency response cent... | 09/07/2010 |
| 7715548 | Method and apparatus for integrating customer care inquiries across different media types A method and apparatus for integrating queries across different media types so that the response time performance of a customer care agent, such as time to respond and/or time to repair can be uniformly measured are disclosed. The present method can provide configur... | 05/11/2010 |
| 7536002 | System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-sp... | 05/19/2009 |
| 7433457 | Personalized assistance system and method The present invention is a personalized assistance system for a user of a telephone, comprised of a first database, the first database having a contact list for the user. The contact list includes at least one contact name and a corresponding contact number and incl... | 10/07/2008 |
| 7412042 | Technique for providing information assistance including a concierge-type service A user may access information assistance for a concierge-type service, whereby the user may make restaurant reservations, purchase goods and services, obtain movie listings, etc. with an agent's (or operator's) assistance. In accordance with the invention, the agent... | 08/12/2008 |
| 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 |
| 7343290 | System and method of switching between dialog systems with separate dedicated communication units The invention concerns a method of switching from one original dialog system (1), which communicates with the user using its own dedicated speech recognition and/or speech output unit (6), to a target dialog system (2), which also communicates w... | 03/11/2008 |
| 7340048 | System and method for directory services and e-commerce across multi-provider networks The present invention solves the problem of cross-provider access proprietary information between unaffiliated and competing network providers, but not allow that information to be disclosed to competing providers. The invention provides a system that allows increas... | 03/04/2008 |
| 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 |
| 7248684 | System and method for processing conference collaboration records A telecommunications system includes a network (102) and a multimedia server (104) operably coupled to the network. The multimedia server (104) is adapted to manage a multimedia conference and includes a memory (103) for storing selectabl... | 07/24/2007 |
| 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 |
| 7222189 | System and method for optimizing timing of responses to customer communications A system and method for optimizing timing of responses to customer communications comprises a contact center and an operations center. The operations center includes a decision module that receives each communication and determines whether a partial response, such a... | 05/22/2007 |
| 7221752 | Method and configuration for operation of an operator switching position in a telecommunications system A service feature server makes it possible to provide service features in addition to the service features that are already provided in a telecommunications system. A separate module is provided for this purpose in the telecommunications system, which coordinates th... | 05/22/2007 |
| 7218711 | Communication assistance system and method A billing system is provided for a communication assistance system that provides access to information corresponding to a plurality of subscribers. The billing system and communication assistance system include a telephone switch for receiving calls from a plurality... | 05/15/2007 |
| 7212625 | System and method for presenting queue lengths of various media used by service centers There is provided, in a first form, a system and method for the holistic presentation of multiple media queue depths, which allows the customer to decide what media channel they want to use to make a call based on resource availability across multiple media. Further... | 05/01/2007 |
| 7206402 | Method of and system for call service system, and computer product A user is made to select among a retrieval of a knowledge data base, an inquiry through an electronic mail, and receipt of an answer to an inquiry through a telephone. This selection may be made through a homepage. When the user has selected a telephone call as a mo... | 04/17/2007 |
| 7184754 | Method and apparatus for cellular telephone directory assistance A directory assistance service for cellular telephone numbers, which may be used with the existing directory assistance infrastructure, queries an aggregated database of public cellular telephone listings for all cellular telephone service providers, queries each of... | 02/27/2007 |
| 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 |
| 7146002 | Customer service transaction handling based on transaction history A method of routing a plurality of calls received by a call routing system, including grouping each of the plurality of received calls based on a plurality of customer classifications each associated with one of a plurality of customers each corresponding to one of ... | 12/05/2006 |
| 7142647 | Database for use in telephone communications Techniques for storing data used in making announcements in telephone communications are disclosed. In an embodiment, an announcement depends on classes of services associated with telephone subscribers. The classes of services represent call types or call features ... | 11/28/2006 |
| 7136480 | Methods and apparatus for processing a call A system, method, apparatus, computer program code, and other embodiments for allowing a call to a busy telephone number extension to be queued and/or handled in accordance with one or more rules. The telephone may be connected to a PBX (Private Branch Exchange) or ... | 11/14/2006 |
| 7103589 | Method and system for searching, accessing and updating databases A system and method for searching, accessing updating database records on a plurality of geographically dispersed databases is provided. Update databases consisting of a plurality of update records having at least one field capable of being set to at least one parti... | 09/05/2006 |
| 7103171 | 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... | 09/05/2006 |
| 7103172 | Managing caller profiles across multiple hold queues according to authenticated caller identifiers A method, system, and program for managing caller profiles across multiple hold queues according to authenticated caller identifiers are provided. An identity of a caller of a call received at an on hold system is authenticated. The call is then placed in a hold que... | 09/05/2006 |
| 7099935 | Dynamically determining whether to process requests synchronously or asynchronously Heuristics are employed to dynamically determine whether a given request is to be driven synchronously or asynchronously. The average synchronous service time associated with previously processed requests is monitored and used, in real-time, along with other informa... | 08/29/2006 |
| 7095842 | Enabling caller controlled hold queue position adjustment A method, system, and program for allowing callers to adjust in position within a call hold queue are provided. An advancement token earned by a caller is detected at a calling queue. The position of the caller within the calling queue is adjusted, in response to re... | 08/22/2006 |
| 7092509 | Contact center system capable of handling multiple media types of contacts and method for using the same A contact center system and method employing a plurality of agent workstations, and which includes a queuing component, capable of receiving contacts of different media-types, such as telephone calls, e-mails, facsimiles, web chat, voice over internet protocol, and ... | 08/15/2006 |
| 7076046 | Communication assistance system and method A directory assistance system is provided for providing subscriber information to requesters communicating with the assistance system. A telephone switch receives calls from a plurality of requesters desiring to access the information corresponding to subscribers. A... | 07/11/2006 |
| 7076051 | Promoting caller voice browsing in a hold queue A method, system, and program for promoting caller voice browsing while a caller is waiting in a hold queue are provided. At least one web page is selected for voice browsing by a particular caller waiting in a hold queue. The particular caller may be offered an inc... | 07/11/2006 |
| 7054419 | Answering machine detection for voice message delivery method and system An apparatus and method for detecting an answering machine for a new voice message delivery method and system. The invention detects the presence of an existing answering machine or voicemail system of a Recipient by listening for talk-over during playback of the me... | 05/30/2006 |
| 7050567 | Call management system using dynamic queue position A call center includes functionality for dynamically positioning newly received calls within an established call queue. The calls are positioned within the queue based on predefined service objectives for call types supported by the call center and a length of time ... | 05/23/2006 |
| 7050569 | Selecting an interactive application to run while a caller is on hold depending on the caller's expected wait time The present invention, relates to an automated call distribution platform that has the ability to analyze a call queue and determine if a call qualifies for participation in an interactive application, invite a caller to participate in the application and, if the ca... | 05/23/2006 |
| 7046769 | Computerized system for the receipt, recordation, scheduling and redelivery of telephone messages to predetermined telephone numbers An automated, computerized voice message storage and redelivery system and method comprises a computer for executing software commands, a telephone connection operatively connected to the computer for calling and answering a telephone call from a remote location, an... | 05/16/2006 |
| 7043008 | Selective conversation recording using speech heuristics A system and method for selectively monitoring, recording, storing, and handling telephone conversations through the use of speech analysis is disclosed. In particular, the present invention utilizes a speech analyzer to analyze a speech signal during a telephone co... | 05/09/2006 |
| 7039176 | Call center administration manager with rules-based routing prioritization A multi-media call center provides an interface tool for enabling non-technical personnel of a company running the call center to provision and configure the call center from available resources. The calls received by the call center are identified and their attribu... | 05/02/2006 |
| 7032025 | Method and apparatus for monitoring and transferring a client from a low priority access number to a higher priority access number during active internet and other WAN connection-sessions A network system is provided for enabling priority-based number switching from a lower priority access number to a higher priority access number during an active data session is provided. The system comprises, a CTI-switch for establishing call connections and perfo... | 04/18/2006 |
| 7027586 | Intelligently routing customer communications A method for intelligently routing customer communications to an agent includes receiving a customer's request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated... | 04/11/2006 |
| 7027570 | Communication assistance system and method A communication assistance system is provided for providing access to information corresponding to a plurality of subscribers. The system includes a telephone switch for receiving calls from a plurality of requesters desiring access to the information corresponding ... | 04/11/2006 |
