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| Number | Title | Issue Date |
| 8189762 | System and method for interactive voice response enhanced out-calling A system and method for managing telephone calls is disclosed. The method discloses: calling a contact; presenting the contact with a predetermined out-calling dialog; translating the contact's vocal responses to the dialog into textual words using selected interact... | 05/29/2012 |
| 8175258 | System and method for common account based routing of contact records A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag de... | 05/08/2012 |
| 8139757 | Electronic device capable of recording conference information, computer system, conference information processing method, and program product therefor An electronic device that is connected to an external interface of a computer and has a memory unit that stores a program to be executed by the computer and data. The program includes a first operating unit that causes the computer to perform an operation of acquiri... | 03/20/2012 |
| 8121281 | Interactive process map for a remote call center Provided is a method for operating a server computer to provide an interactive application to enable a plurality of client-specific protocols for a remote call center, the remote call center configured to receive a plurality of calls for a plurality of clients. The ... | 02/21/2012 |
| 8064590 | Campaign in a geo-spatial environment A method, apparatus, and system of a campaign in a geo-spatial environment is proposed. In one embodiment, a method includes populating each profile of a geo-spatial social network with an address data, forming a group in support of a campaign in the geo-spatial net... | 11/22/2011 |
| 8045699 | Method and system for performing automated telemarketing A method for performing automated telemarketing is disclosed. The method includes receiving potential customer data that includes a telephone number; initiating a telephone call to the telephone number using an auto-dialing technology; receiving notification that th... | 10/25/2011 |
| 8023638 | System and method for balancing agent console load during automated call processing A system and method for balancing agent console load during automated call processing is provided. A plurality of agent consoles are operated in a call center. Progress of a call session of a caller that is calling into the call center at each agent console is monit... | 09/20/2011 |
| 7925003 | Call center management systems A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great deg... | 04/12/2011 |
| 7894597 | Categorization of telephone calls The present invention provides a mechanism for categorizing telephone calls and for providing special information about calls that appear on call lists maintained in a telephone. The invention provides for both providing an indication and for providing an action. Wh... | 02/22/2011 |
| 7826608 | Systems and methods for calculating workforce staffing statistics Systems and methods for determining workforce staffing statistics in a contact center are disclosed. In one embodiment, the method comprises the steps of: receiving activity records associated with agents; and producing queue-specific staff counts for an interval. T... | 11/02/2010 |
| 7783030 | Graphical call-route scripting system and method A method, system, and medium are provided for creating and modifying how communications requests are routed in a communications network. The method includes displaying a graphical user interface (GUI) that includes a canvas and a set of geometric shapes that corresp... | 08/24/2010 |
| 7657022 | Method and system for performing automated telemarketing As described above, the embodiments of the invention may be embodied in the form of computer-implemented processes and apparatuses for practicing those processes. Embodiments of the invention may also be embodied in the form of computer program code containing instr... | 02/02/2010 |
| 7616757 | Scalable call center telecommunications system A telecommunications system for a call center. In one preferred embodiment, the telecommunications system includes a plurality of call stations coupled in a peer-to-peer network, each of the call stations includes a host computer and a scalable telecommunication man... | 11/10/2009 |
| 7502460 | Method and system for distributing outbound telephone calls A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module ... | 03/10/2009 |
| 7424108 | Optimal dynamic agent state assignment The present invention is directed toward determining an optimal mix of agents, subject to a grade of service (GOS) constraint, for handling outbound and inbound calls in a blended call center environment. Optimality is achieved through the ability to capture real ti... | 09/09/2008 |
| 7400718 | Automated business form information aquisition system A computer workstation-associated call handler uses hooking and sub-classing techniques to modify actions executed by an underlying call handler application program to automatically trigger various call handler actions. These actions may include playback of pre-reco... | 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 |
| 7366285 | Multi-modal communications method A method of collecting information is provided. The method includes sending an interactive text markup programming language script, using a session initiation protocol (SIP) message, to a communications device. The interactive script includes a first query and a sec... | 04/29/2008 |
| 7356611 | Method and apparatus for permissions based active document workflow Techniques for designing and processing a workflow that can be refined or modified based upon information associated with a document processed by the workflow. Since the author of the document may configure the information associated with a document that is used to ... | 04/08/2008 |
| 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 |
| 7321657 | Dynamic force management system Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users... | 01/22/2008 |
| 7302051 | System and method for providing an automatic telephone call back from information provided at a data terminal The system and method provides an automatic telephone call back in response to a request for assistance made at a remote data terminal by an inquiring party. The inquiring party provides information at the data terminal, the information is transferred over a data pa... | 11/27/2007 |
| 7286661 | Systems and methods for scalable hunt-group management The present invention provides systems, methods, and apparatus for semi-stateless scalable and distributed management of telephone hunt group features in a PBX. In particular, the invention conducts an auction-like phone call handling process in which phone handling... | 10/23/2007 |
| 7286649 | Telecommunications infrastructure for generating conversation utterances to a remote listener in response to a quiet selection A user to conducts a telephone conversation without speaking. It does this by moving the participant in the public situation to a quiet mode of communication (e.g., keyboard, buttons, touchscreen). All the other participants are allowed to continue using their usual... | 10/23/2007 |
| 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 |
| 7266193 | Adaptive feedback arrangement for controlling agent availability service level in a predictive dialer A feedback control for a predictive dialer employs three feedback loops. A first feedback loop adjusts the dialer's call initiations to compensate for error between the desired, reference, service level and a service level realized by calls that were initiated by th... | 09/04/2007 |
| 7260205 | Call waiting using external notification and presence detection Alerting an intended recipient of a phone call includes identifying an account based on a phone call received from a caller and accessing configuration data related to the account. The configuration data is used to identify an identity associated with the ccount. On... | 08/21/2007 |
| 7257206 | Skip tracing system A system for performing skip tracing provides a first user interface including an area for presenting at least one telephone number associated with account information of a customer retrieved from a mainframe computer system, a documentation area for inputting skip ... | 08/14/2007 |
| 7239692 | Method and system for distributing outbound telephone calls A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module ... | 07/03/2007 |
| 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 |
| 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 |
| 7215760 | Outbound dialing decision criteria based A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the ... | 05/08/2007 |
| 7203655 | Method and system for providing performance statistics to agents A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by coll... | 04/10/2007 |
| 7197132 | Adaptive transaction guidance A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice ... | 03/27/2007 |
| 7184536 | Intelligent forwarded telephone call handling with a call answering system The present invention allows calls that have previously been handled by an answering system to be identified when they are forwarded from a switch back to the answering system. In one embodiment, the invention includes receiving an incoming call at an automated atte... | 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 |
| 7170990 | Autonomous dispatcher method and apparatus The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be efficiently allocated among channels, without requiring centralized co... | 01/30/2007 |
| 7162021 | Call routing control using call routing scripts A technique for use in controlling routing of a call in a communications system is provided. In one embodiment of the technique, a call routing script is used. The script includes at least one call routing instruction that refers to a variable whose value is stored ... | 01/09/2007 |
| 7158629 | System and method for preemptive goals based routing of contact records A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution modu... | 01/02/2007 |
| 7158628 | Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selectio... | 01/02/2007 |
