Entries |
Document | Title | Date |
20080205624 | IDENTIFYING CONTACT CENTER AGENTS BASED UPON BIOMETRIC CHARACTERISTICS OF AN AGENT'S SPEECH - The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller. | 08-28-2008 |
20080205625 | EXTENDING A STANDARDIZED PRESENCE DOCUMENT TO INCLUDE CONTACT CENTER SPECIFIC ELEMENTS - The present invention extends XML based presence documents to include contact center specific information. The XML presence document can conform to the Common Profiles for Instant Messaging (CPIM) and Presence (CPP) specification. The extended presence documents can permit contact center information to be conveyed across CPP compliant protocol boundaries without modification, with attendant benefits for security and performance. The contact center elements can include, but are not limited to, an agent status, an expertise, an agent level, a utilization rate, an average call time duration, and/or an average number of calls per day. The contact center extensions can be an important component for enabling a presence server to function as a skills based routing component of a standards based contact center, which unlike conventional contact centers can be formed from non-proprietary components that communicate using standard protocols. | 08-28-2008 |
20090067610 | METHOD AND SYSTEM FOR COMPUTER PROCESSING INFORMATION ON A TELEPHONE COMMUNICATION - A method for computer processing information on a telephone communication between a first processing site (SI) and a second subscriber site (S | 03-12-2009 |
20090110181 | Administering multiple target ACD systems - Method and system for administering multiple target systems automatic contact distribution (ACD) systems, where corresponding object types in the various target systems may have different schema. A user of the administering system works in a single schema, and translators permit communication between the administering system and the various target systems. | 04-30-2009 |
20090141884 | Intelligent presence management in a communication routing system - Systems and methods for intelligent presence management in a communication routing system are provided. In exemplary embodiments, an inbound communication may be received for a user. The user's presence status is determined and a profile associated with the user is reviewed. Based on rules contained within the profile, appropriate instructions may be generated for routing the inbound communication in accordance with some embodiments. In other embodiments, instructions may be generated to log the user in or out with the communication routing system. | 06-04-2009 |
20090154684 | ROUTING INCIPIENT TRANSACTIONS BASED ON EXPERIENTIAL DATA - A method of routing a received incipient transaction to an organization entity includes processing experiential data of a fact collection regarding past transactions, including processing experiential data regarding past transactions involving an initiator of the incipient transaction and experiential data regarding transactions handled by organizational entities. At least one routing rule is evaluated in view of the experiential data processing, to make a routing determination. The incipient transaction is routed, for completion, to one of the organizational entities based on the routing determination. Furthermore, experiential data regarding completion of the incipient transaction, may be fed back to the fact collection. | 06-18-2009 |
20090238359 | Leveraging A Sip Forking Model for Distributed Contact Center Routing - A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors. | 09-24-2009 |
20100002863 | Workflow Management in Contact Centers - A method, system and computer program product are provided for monitoring a communication session in a contact center. An agent follows a structured workflow while handling the communications session, and trigger events are defined which are associated with significant steps in the workflow other than (or additional to) the connection and disconnection of the agent with the session. When a trigger event is detected indicating that the agent has reached a predefined significant step in the workflow, an event notification issues to another system of the contact center, such as a statistics package, or a supervisor workstation, or an event aggregator which receives such notifications from many agent stations. In a preferred embodiment, these event notifications are used by an automated outbound dialler to more accurately predict the time to the end of a communications session, thereby providing a better outbound dialling algorithm. | 01-07-2010 |
20100054448 | SYSTEMS AND METHODS FOR SELECTION OF A COMMUNICATOIN PATH - Embodiments of systems for selecting a communication path related to a networked contact center comprise a communication module configurable to receive data indicating that a customer of a tenant is seeking to initiate a communication with the tenant, and a path selection module configurable to register a first location, the first location being a geographical location of an agent associated with the tenant, determine a second location, the second location being a geographical location of the customer of the tenant, and based on the first location and the second location, establish the communication between the agent and the customer using a communication path having low communication latency. | 03-04-2010 |
20100054449 | System and Method of Determining Call Treatment of Repeat Calls - A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call. The method also includes determining whether the repeat call is to receive a first treatment type. The method further includes servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The method includes servicing the repeat call with a second treatment type when the repeat call is determined to not receive the first treatment type. The second treatment type includes providing access to a self-service automated system. | 03-04-2010 |
20100091978 | CALL ROUTING SYSTEM AND METHOD OF USING THE SAME - A particular method of using a call routing system includes generating a first action object identifier associated with a task, a first result identifier associated with the task, and a first reason identifier at a first module in response to a call using a processor of the call routing system. The first result identifier has a value that indicates a status of the task. The first reason identifier includes information related to the first result identifier. The method also includes routing the call from the first module to a second module using the processor, based at least in part on the first action object identifier, the first result identifier, and the first reason identifier. | 04-15-2010 |
20100119052 | METHOD OF REMOTELY OPERATING CONTACT CENTER SYSTEMS - A method and apparatus are provided for controlling a server of a contact center system having a plurality of automatic contact centers. The method includes the steps of providing an audible menu to a supervisor of the contact center system having the plurality of automatic contact distributors, receiving an instruction from the supervisor and executing the received instruction within the server. | 05-13-2010 |
20100128866 | MODIFICATION OF SYSTEM CALL BEHAVIOR - The behavior of a system call may be modified. A modification component may pre-processes and/or post-process a system call to change the behavior of the system call. Pre-processing may involve modifying arguments to the system call, replacing one system call with another, intercepting the system call, etc. Post-processing may involve modifying results and/or side effects of a system call. The modification component may pre-process and/or post-process the system call without changes to the underlying kernel service routine that is normally invoked in response to the system call. Modifying the system call's behavior may be used to implement quality of service (QoS) constraints, to allow one operating system to emulate another, to provide information about memory layout to an application, or to serve other goals. | 05-27-2010 |
20100150336 | CROSS-CALL AGENT EXTENSION MOBILITY WITH CALL ADMISSION CONTROL AND EMERGENCY CALLING - A system for cross-registration of a phone device is provided. The system includes a local call processing system that stores phone device information for a local phone that is operable to be used by a user; and a remote call processing system that stores a user phone profile for the user, the remote call processing system being operable to generate a visitor registration for the local phone device. The phone device is operable to use the visitor registration to register with the remote call processing system. | 06-17-2010 |
20100150337 | CROSS-CALL AGENT EXTENSION MOBILITY WITH CALL ADMISSION CONTROL AND EMERGENCY CALLING - A system for cross-registration of a phone device is provided. The system includes a local call processing system that stores phone device information for a local phone that is operable to be used by a user; and a remote call processing system that stores a user phone profile for the user, the remote call processing system being operable to generate a visitor registration for the local phone device. The phone device is operable to use the visitor registration to register with the remote call processing system. | 06-17-2010 |
20100232595 | System and Method for Speech-Enabled Call Routing - A method includes receiving speech of a call from a caller at a processor of a call routing system. The method includes using the processor to determine a first call destination for the call based on the speech. The method includes using the processor to determine whether the caller is in compliance with at least one business rule related to an account of the caller. The method includes routing the call to the first call destination when the caller is in compliance with the at least one business rule and routing the call to a second call destination when the caller is not in compliance with the at least one business rule. | 09-16-2010 |
20100246797 | SOCIAL NETWORK URGENT COMMUNICATION MONITOR AND REAL-TIME CALL LAUNCH SYSTEM - A complete social network based, urgent matter, communications solution and response system is provided. The system can monitor one or more social networks (or other sources of information) for the presence of keywords, scalar urgency ratings, the identity and/or number of the parties submitting the urgent requests, temporal factors such as day, date, time, time zone, or the like, in an effort to determine which social network posts or communications are urgent, and optionally prioritize or rank pending urgent matters. The system can also determine who should be involved with solving or addressing the urgent matter. The system can also determine the presence of the parties needed to solve the urgent matter, and can, based on the presence information, setup a real-time or near real-time communications session between the parties to address the urgent matter. | 09-30-2010 |
20100296646 | INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER - The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication. | 11-25-2010 |
20110123015 | SOCIAL MEDIA LANGUAGE IDENTIFICATION AND ROUTING - A communication from a person in a first language is received at a contact center. A social network that the person frequents is searched to determine if the person can converse in a second language. The determination that the person can converse in the second language can be done through text analysis, voice analysis, picture analysis, video analysis, or different combinations of these. Based on the person being able to converse in the second language, the communication is routed differently within the contact center. | 05-26-2011 |
20110158397 | Server for Providing Enhanced Services to Contact Center Agents - A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data. | 06-30-2011 |
20110194684 | System for Indicating Priority Levels for Transaction and Task Engagement in a Call Center - A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent. | 08-11-2011 |
20110317828 | APPARATUSES AND METHODS TO OBTAIN INFORMATION WITHOUT DISCLOSING THE INFORMATION TO AN AGENT AND WITHOUT RECORDING THE INFORMATION - The technology of the present application provides a processor (a.k.a. a confidential processor) to obtain confidential information from a customer and to inhibit a customer service representative from receiving the confidential information. The processor obtains the information and converts it to a format to be input to an application that requires the information. The formatting may include providing a plug-in module at the application processor to cause the data field to be considered a password field to inhibit copying the information to the copy buffer or the like. | 12-29-2011 |
20120020472 | Call Routing Monitoring, Control and Reporting - Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time, and call volume. Calls directed to an internal call center may be routed to an alternate call center for processing as required or needed by the provider of the internal call center. For each type of incoming service call, a maximum call count or percentage-based call count may be established to facilitate efficient routing of service calls to the internal call center or to an alternate call center to ensure that no more than a specified number of calls are routed to a given call center. Real time and summary reporting may be generated to allow call center management personnel to monitor and manage service call routing to one or more internal and/or alternate call centers. | 01-26-2012 |
20120057691 | Routing Communication Sessions in a Contact Center - A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents. | 03-08-2012 |
20120087486 | CALL CENTER RESOURCE ALLOCATION - A method for determining call center resource allocation can include modeling call center performance over an operations time period using a computer. A number of replicas of the modeled call center performance are simulated, using the computer, over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival and service process according to a probability distributions of inter-arrival time and service time. Multiple iterations of each simulation are run on the computer to optimize call center resource allocation. A particular simulation iteration is tested against a criterion of convergence, and call center resource is allocated based on the particular simulation iteration with a successful criterion of convergence. | 04-12-2012 |
20120099720 | SYSTEM AND METHOD FOR MAXIMIZING EFFICIENCY OF CALL TRANSFER SPEED - A system and method for maximizing efficiency of call transfer from being between a customer and a dialing agent, to being between the customer and a talker is provided. The method contains the steps of: entering a dialing agent and a talker into a campaign to maintain direct communication with the dialing agent and with the talker; calling a customer via use of a dialing agent device; receiving from the dialing agent a request to transfer a connected customer from communicating with the dialing agent to communicating with a talker; and after receiving the request to transfer, transmitting an identification of a customer record associated with the connected customer to a talker computer for identifying the customer record, where the customer record has been previously stored on the talker computer prior to receiving the request to transfer. | 04-26-2012 |
20120106729 | Carrier-Implemented Call Event Data Management - Methods and systems implemented in an information handling system are provided for managing call event data between agents and callers for calls completed through a carrier. Functionality provided by certain embodiments includes, but is not limited to, one or more of the following features: the ability to automatically update customer information databases according to call event data in real-time, dual-tone multi-frequency (DTMF) activity of the caller and/or agent, do-not-call (DNC) verification and updating, agent identification, lead source and content identification, the recording of calls, the automatic translation of voice communications to textual transcripts, key word detection, communication of customer demographic data to an agent before or during phone calls, audio file management, agent call tracking, and other functions and advantages as will be apparent with the benefit of this disclosure. Methods and systems are also included for data associated with managing broadcast campaigns. | 05-03-2012 |
20120114112 | CALL CENTER WITH FEDERATED COMMUNICATIONS - A system including an agent information system configured to expose agent information federated from a service provider; a communication interface configured to receive a call; and a computer coupled to the agent information system and the communication interface. The computer can be configured to determine an agent to receive the call in response to the agent information; and route the call to the agent. | 05-10-2012 |
20120155630 | System, Method, and Computer Program Product for Detecting Redundancies in Information Provided by Customers in a Customer Service System - The present invention provides a system, method, and computer program product for automatically detecting any unnecessary repetition by customers of specific types of information in a multi-channel (e.g., self-service application, IVR system, live agent center) customer service session. For each channel used in the customer service session, the information provided by the customer in the channel is recorded in a log, transcription, or other record. The record(s) for the customer service session are subsequently parsed for specific types of information provided by the customer. From the parsed records, specific types of information provided by the customer in two or more channels during the customer service session are identified. In one embodiment, the results are analyzed to determine if providing such information in two or more channels is redundant, and, if so, this is counted as a redundancy. | 06-21-2012 |
20120155631 | CALL CENTER QUEUE MANAGEMENT - A method for calculating an average capability for each of a plurality of agents includes obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent. | 06-21-2012 |
20120183130 | Managing Communications in a Communication Network - A method and apparatus for managing communications in a communication network. A telephony device determines that a software application is attempting to contact an E.164 number. It then determines that the E.164 number matches at least one predetermined criterion, such as the E.164 number being a premium rate number or having a different country code to that of the device. The device then sends a query to a reputation server. The query includes information identifying the software application. The device receives a response from the reputation server, the response including a reputation relating to the software application. On the basis of the received reputation relating to the software application, the device can take further action such as preventing contact from being established. | 07-19-2012 |
20120195421 | CUSTOMER/SUBSCRIBER/USER IDENTIFICATION VIA UTILIZED SERVICE NODE/POINT - Management of call center call routing is provided. Service calls directed to a call center may be routed for processing based on an identification of a service node of a caller. The service node may be identified by parsing a database for a calling customer's node ID, determining a format of the node ID, and converting the node ID into a numeric value that represents the node ID associated with the calling customer. If the numeric node ID value meets a predetermined criterion, the service call may be processed according to a priority call routing instruction. | 08-02-2012 |
20120213357 | APPARATUS, SYSTEM, AND METHOD FOR AUTOMATED CALL INITIATION - Apparatus, system, and methods are disclosed for automated call initiation. In some implementations, the method for automated call initiation includes initiating an automated call to a destination using a communication line, initiating a call status determination that automatically determines when a person answers the call, and sending an audio signal generated at the destination to an agent and/or assigning the automated call to an agent during the call status determination. The agent may thereby be able to monitor the call and assume a natural response to the person without unnatural delay as the conversation begins. | 08-23-2012 |
20120224679 | SYSTEMS AND METHODS FOR SCHEDULING OF OUTBOUND AGENTS - A system for scheduling outbound agents comprises an instruction execution system. The instruction execution system is configured to identify a workload comprising a plurality of outbound contacts. The instruction execution system is further configured to receive historical information comprising connection rates of past outgoing contact attempts. The instruction execution system is further configured to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts. | 09-06-2012 |
20120263289 | CALL CENTER SYSTEM WITH REDUNDANT COMPONENTS AND METHOD OF OPERATION THEREOF - A method of operation of a call center system includes: providing an operator console having a first interface port and a second interface port; communicating with a local controller, having a primary interface port and a secondary interface port, by the operator console; establishing a redundant communication mode between the operator console and the local controller; and transmitting redundant messages between the operator console and the local controller including transmitting transmission headers having identical content on the first interface port and the second interface port. | 10-18-2012 |
20120263290 | CALL CENTER SYSTEM WITH ASSISTED-CONFIGURATION AND METHOD OF OPERATION THEREOF - A method of operation of a call center system includes: providing a commissioning terminal in a first locale; providing a hardware device coupled to the commissioning terminal; provisioning a first locale controller from the hardware device by the commissioning terminal; and managing an inter-locale gateway, by the first locale controller, for commissioning a second gateway in a second locale. | 10-18-2012 |
20120275589 | Method, Apparatus and System For Call Routing - Embodiments of the present invention disclose a method for call routing, including receiving routing request information sent by computer telephony integration. The routing request information carries customer media information. Customer requirement quality of service is calculated according to the customer media information, and an agent is selected corresponding to the customer requirement quality of service according to the customer requirement quality of service to make a service capability of the agent match a network quality requirement, thereby improving the quality of service. | 11-01-2012 |
20120288080 | METHOD AND APPARATUS FOR INTERFACING A CUSTOMER WITH A CALL CENTER - A method for interfacing a customer with a call center. Information obtained from a Radio Frequency Identification (RFID) tag is transmitted to the call center to provide additional information about the customer and allow the session to be accurately routed within the call center. The call center may be accessed by telephone, computer, or other type of customer premises equipment over a voice or data network. The RFID tag may be an identification tag provided to the customer for access to the call center or may be a tag associated with the customer and not specific to the call center. The call center may route calls based on routing information contained in the RFID tag information, customer identity and previous sessions with that customer, personal and demographic information and statistical support records for other sessions involving customers with similar personal and demographic information, and according to agent statistical support records. | 11-15-2012 |
20120321069 | NETWORKED CONTACT CENTER - This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants. | 12-20-2012 |
20130010947 | System and Method of Determining Call Treatment of Repeat Calls - A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on the first data. The second data indicates a treatment type to be provided to the call. The method further includes, in response to determining that the treatment type indicates a particular treatment type, servicing the call with the particular treatment type. The particular treatment type includes routing the call to a destination associated with a call center. | 01-10-2013 |
20130016823 | Computer-Implemented System And Method For Providing Coaching To Agents In An Automated Call Center Environment Based On User Traits - A computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. A stage of persuasion of the caller is identified based on the identified traits in response to an offer provided by the agent. The caller is persuaded to accept the offer by providing guidance to the agent regarding further information about the offer for the user based on the stage of persuasion. | 01-17-2013 |
20130028406 | SYSTEM, METHOD AND SOFTWARE FOR A SPEECH-ENABLED CALL ROUTING APPLICATION USING AN ACTION-OBJECT MATRIX - A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination. | 01-31-2013 |
20130129069 | SYSTEMS AND METHODS OF CONTROLLING CONFIDENTIAL COMMUNICATION IN CONTACT HANDLING SYSTEMS - Methods and apparatus for improving confidentiality of sensitive information received from a customer in a contact handling system including an agent are disclosed. The method can include opening a first connection path between the customer and the contact handling system. The method can include making communication sent by the customer through the first connection path available to the agent. The method can include opening a second connection path between the customer and the contact handling system as the agent and customer communicate over the first connection path. The method can include preventing the agent from accessing communication sent over the second communication path. The method can include receiving sensitive information through the second communication path. | 05-23-2013 |
20130177147 | SYSTEMS, METHODS AND COMPUTER READABLE MEDIA FOR DYNAMICALLY ASSIGNING CONTACTS TO AGENTS - Systems, methods and computer-readable media for dynamically assigning contacts to agents include calculating a unique contact proficiency score for at least a portion of a plurality of agents, the unique contact proficiency score corresponding to a unique contact type. By assigning contacts to agents based on unique contact proficiency score and availability, an embodiment can reduce or eliminate a need for static assignment of one or more call center agents to a specific type of contact. | 07-11-2013 |
20130202101 | SYSTEM AND METHOD FOR MANUAL INITIATION OF COMMUNICATIONS TO MEMBERS OF A CONTACT LIST - Customer service agents within a communications handling center, such as a contact center handling telephone calls, are assigned to queues. One or more calling agents are also given rights to initiate calls through a manual dialing interface. In certain embodiments, these calling agents dial a telephone number by clicking a mouse on a designated button on a computer display. When a call is placed, if a live party is detected, the call will be routed to the next available customer service agent in the queue. As calls are initiated, the calling agent will see the number of calls connected and routed to customer service agents increase, and can compare this number to the total number of customer service agents available. By manually clicking to dial, the calling agent can manually place calls at a pace that will keep customer service agent occupancy at a maximum, without overflowing the queue. | 08-08-2013 |
20130223609 | Agent Selectable Process for Managing Contact Center Communications - Communication requests (i.e., voice, video, text) are received at a contact center. The communication requests are presented to a contact center agent. The agent selects one of the communication requests. In response to the agent selecting the communication request, a communication is established between the agent and an initiator of the communication request. The communication requests can also be presented to multiple agents to allow each agent to select a specific communication to handle. | 08-29-2013 |
20130223610 | ADJUSTMENT OF CONTACT ROUTING DECISIONS TO REWARD AGENT BEHAVIOR - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, reward positive agent behavior and performance by providing the agent with rewards and incentives. The rewards and incentives are provided to the agent by altering one or more aspects of the routing logic in the contact center. | 08-29-2013 |
20130223611 | BREAK INJECTION AT WORK ASSIGNMENT ENGINE OF CONTACT CENTER - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, include a break-type work item in a work pool that also contains traditional work items. The break-type work item comprises attributes that enable the break-type work item to be routed to one or more resources in the contact center with a work assignment engine that routes the traditional work items. | 08-29-2013 |
20130223612 | DYNAMIC ADJUSTMENT OF MULTI-DIMENSIONAL ROUTING RULE - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support the ability to flexibly apply a plurality of different work assignment algorithms simultaneously, weight work item routing decisions received from each work assignment algorithm, and then make a final work item routing decision based on a weighted combination of the work item routing decisions. | 08-29-2013 |
20130279685 | MULTI-TASKING RELIEF - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine performance efficiencies/metric associated with one or more multi-tasking agents and provide relief to agents based on rules. This multi-tasking relief may be provided to the one or more agents via reducing an amount of multi-tasking work, inserting breaks into the agent's work flow, and/or directing work items to other resources. | 10-24-2013 |
20130294596 | System and Method for Speech-Enabled Call Routing - In a particular embodiment, a method includes receiving a communication from a source. The communication is associated with an account of the source. The method further includes determining, at a processor, whether a time period satisfies a threshold time period. The time period is associated with a voice message box having a particular status. The method further includes routing the communication to a first destination based on a determination that the time period satisfies the threshold time period. | 11-07-2013 |
20130301823 | Extracting social relations from calling time data - A method, apparatus, and computer program product for generating a social network data structure, the method comprising: receiving a corpus comprising one or more communication indications for one or more customers, each communication indication indicating start time and end time of a communication of the customer; and generating a social network data structure indicating connections between customers based upon the start time and end time indications of communication indication comprised in the communication indications. | 11-14-2013 |
20140093061 | PASSIVE, NON-AMPLIFIED AUDIO SPLITTER FOR USE WITH COMPUTER TELEPHONY INTEGRATION - A passive, non-amplified audio switch for a computer telephony system is provided. The passive, non-amplified audio switch provides a first telephone jack to receive audio in and send audio out to a first user. The passive, non-amplified audio switch provides a second telephone jack to receive audio in and send audio out to a second user. The passive, non-amplified audio switch further provides audio out and receives audio in from a voice platform, which transcribes audio using a speech to text engine. The passive, non-amplified audio switch provides that audio in from the second user is always provided to the voice platform for transcription. | 04-03-2014 |
20140105379 | SYSTEM AND METHOD FOR AUTOMATED VOICE QUALITY TESTING - A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers. | 04-17-2014 |
20140119530 | SYSTEM AND METHOD FOR EFFICIENTLY MANAGING LARGE CONTACT CENTERS - Provided is a system and method that identifies a characteristic associated with a resource. A resource can be, for example, an agent in a contact center. An identifier, representing the characteristic is associated with the resource (e.g., a bit) is stored in a first memory location. A characteristic associated with a work item is identified. The characteristic associated with the work item can be for example, a type of communication (e.g., email, voice, video, etc.), a company represented by the work item, and the like. The identifier representing the characteristic associated with the work item is stored in a second memory location. The first memory location is bit masked and compared with the second memory location to determine if the resource should process the work item. In response to determining that the resource should process the work item, the work item is routed to the resource, such as an agent. | 05-01-2014 |
20140126711 | SYSTEM AND METHOD OF DISTRIBUTED MAINTENANCE OF CONTACT CENTER STATE - A system and/or a method of distributed maintenance of contact center state including the state of contact center objects which may include directory numbers and agents. Device controllers and call controllers are used to monitor device and call information. Data aggregation nodes are connected to the device controllers and call controllers. The data aggregation nodes share directory number state information and agent state information via a publish-subscribe bus, and aggregate state information to form full state information. | 05-08-2014 |
20140133645 | Method And Apparatus For Network-Intelligence-Determined Identity Or Persona - A method and apparatus is presented for enabling an agent to assume the identity or persona of a called party and process calls directed to the called party. In one embodiment, methods, which enable an agent to assume the identity or persona of a called party, and process calls directed to the called party are considered a call center functions and may be implemented in a call center. A call is initiated to a called party. Initiating the call generates called party information. Using the called party information a server retrieves information associated with the called party and then forward the information associated with the called party to an agent. The call is then forwarded to the agent. As a result, the agent may use the information associated with the called party to assume the identity or persona of the called party when responding to the call. | 05-15-2014 |
20140219436 | SYSTEM AND METHOD FOR GENERATING FORECASTS AND ANALYSIS OF CONTACT CENTER BEHAVIOR FOR PLANNING PURPOSES - A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system. | 08-07-2014 |
20140241518 | PORTABLE CONTINUITY OBJECT - A method for providing continuity over a series of transactions is provided, comprising the steps of (a) creating a Portable Continuity Object (PCO) as a defined digital package by an instance of PCO software executing on a computerized appliance also capable of communication transaction; (b) providing identity of a person, an address of a communication device and a continuity context in the PCO; (c) sharing the PCO in related transactions, with the PCO updated with information concerning individual transactions by digital equipment enhanced with an instance of PCO software; and (d) providing context continuity in succeeding transactions by accessing the PCO by one or both parties to a transaction. | 08-28-2014 |
20140321633 | PRIORITIZATION AND TIME ALLOCATION BY CUSTOMER SERVICE AGENTS - A prioritization and time allocation by customer service is provided, whereby the customer service agents are incentivized to accept those tasks which more closely align with the objectives of a call center. Individual agents will then be able to pursue their own methodology to achieve their own goals and, in the process, pursue an objective of the contact center. | 10-30-2014 |
20140369485 | SYSTEM AND METHOD FOR IDENTIFYING A CALLER VIA A CALL CONNECTION, AND MATCHING THE CALLER TO A USER SESSION INVOLVING THE CALLER - A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session. | 12-18-2014 |
20150139413 | INTELLIGENT CALL LEAD GENERATION - A computerized method and system for intelligent call lead generation is disclosed. The method includes receiving a telephone number and request for communication from a consumer, identifying an enterprise contact based at least in part on the request for communication, placing a first telephone call to the telephone number with a communication system and a second telephone call to a second telephone number associated with the enterprise contact with the communication system, merging the first telephone call and the second telephone call with the communication system into a merged call, and transmitting communication between the consumer and the enterprise contact with the communication system through the merged call. | 05-21-2015 |
20150319307 | IDENTIFYING ESCALATION EVENTS IN COMMUNICATION SESSIONS - Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event. | 11-05-2015 |
20160065732 | CONTACT CENTER ANTI-FRAUD MONITORING, DETECTION AND PREVENTION SOLUTION - A method of fraud detection is disclosed. The method includes determining that a first agent at a first workstation of a contact center is not on a call at a first time. The contact center includes a plurality of workstations attended to by a plurality of agents. The method includes determining that the first agent is accessing a client based resource at the first time, wherein the resource is associated with a client. The method includes collecting electronic evidence of the first workstation. | 03-03-2016 |
20160127536 | MEDIA FORKED APPLICATION SYSTEM IN CALL CENTERS - Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results. | 05-05-2016 |
20160127552 | TOLL-FREE TELECOMMUNICATIONS MANAGEMENT PLATFORM - Methods and systems are provided for the management, routing and reporting of toll-free telecommunications calls and data. Methods and systems are provided for pre-populating a call routing template based on natural language inputs and populating telecommunications routing codes at nodes of a call routing decision tree to generate a call routing template that may be identified and presented to a user interface based at least in part on a natural language input. | 05-05-2016 |
20160191705 | CALL CENTER BUILDER PLATFORM - Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated. | 06-30-2016 |
20160205248 | SYSTEM, METHOD AND APPARATUS FOR MOBILE CALL CENTERS | 07-14-2016 |
20170237859 | LEAD SCORING | 08-17-2017 |
20180027116 | VIRTUAL INTERACTIONS IN CONTACT CENTER OPERATIONS | 01-25-2018 |