Patent application number | Description | Published |
20090083380 | Managing Instant Messenger Contacts at a Contact Center - Instant messaging contacts received at a contact center are directed to a conference with other such contacts before being allocated to an agent. In this way, customers of the contact center are entertained while waiting and have the ability to resolve one another's problems, thereby reducing the load on the contact center's agents. In another aspect, automated instant messaging scripts interact with the customer to elucidate the nature of the customer contact before directing the contact to a human agent. | 03-26-2009 |
20090190741 | Method of Providing Routing Information to Contact Center - A contact center receives an image and processes the image to identify useful information. From this information, a routing parameter is obtained for use in routing a contact relating to that image to an agent or other resource of the contact center. In this way a received image can be employed to route a contact. | 07-30-2009 |
20100011295 | Method of Delivering Customer Contact Service to IPTV Viewer - An application for a client device which is arranged to receive and render selected video streams including content indicators relating to content to be rendered at a given location on a screen of the client device is disclosed. The application responds to user interaction with a rendered stream at rendered locations of the content to store an indicator of the user's interest in the content. The application then cooperates with an analyzer, arranged to analyse the user's interest in the content, and responds to the interest satisfying business logic by providing an indication of an interaction opportunity to the user of the client device during the rendering of the video stream. | 01-14-2010 |
20100158204 | Indexing recordings of telephony sessions - Improved indexing of telephony sessions is achieved by:
| 06-24-2010 |
20100162121 | DYNAMIC CUSTOMIZATION OF A VIRTUAL WORLD - A method and apparatus of dynamically customizing a virtual world. A first user and a second user engage in a conversation with respect to a location in the virtual world. A speech processor monitors the conversation and detects that a sound made matches a key sound. The virtual world is altered to include a virtual world customization based on the key sound. The virtual world customization may also be based on user information associated with the user in the conversation that made the sound. | 06-24-2010 |
20100169147 | Location-based queuing - Queuing to a mobile agents is accomplished by assigning each mobile agents to one of a plurality of location zones based on information received from a tracking system, and maintaining a plurality of location-specific queues of requests, each location-specific queue having one or more of the location zones associated therewith, and each location-specific queue being serviced only by those mobile agents whose assigned location zone matches a location zone of that location-specific queue. On receiving a location-based request for the services of a mobile agent, an optimum queue is selected for the request from among the plurality of location-specific queues based at least in part on a comparison between the request location and a location zone associated with the optimum queue, subject to a servicing constraint that a queue can only be selected as the optimum queue if at least one agent is currently servicing the queue. | 07-01-2010 |
20100169486 | Access to resources in a virtual environment - Access to a resource in a virtual environment is controllably granted by:
| 07-01-2010 |
20100306021 | CONTACT CENTER INTEGRATION INTO VIRTUAL ENVIRONMENTS - A contact center has an interface with a virtual environment implemented in a computer system. The operation of the contact center includes receiving, from the virtual environment, spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment, and queuing a contact relating to that inhabitant in a queuing system of the contact center. Queuing decisions are based, at least in part, on the spatial information of the inhabitant in the virtual environment. | 12-02-2010 |
20100333158 | Analysis of Packet-Based Video Content - A system for receiving and decoding packet-based video signals, and method of operation and computer program product for such system are disclosed. The system receives a packet-based data stream encoding a video or television signal. The content is analysed in accordance with user-editable rules to find matches between conditions specified in the rules and corresponding actions to be taken. On detection of a match with the received content, a corresponding action is implemented by issuing a command to control a component which is under the control of said receiving and decoding system. | 12-30-2010 |
20110153378 | Methods and Systems for Managing Customer Contacts in a Contact Center - A computer-implemented method of reserving resources for a customer contacting a contact center. The method includes the steps of identifying the customer associated with a contact received at the contact center, accessing a customer profile to determine at least one non-agent resource to be associated with the contact based on the customer profile; reserving the non-agent resource for the contact; and allocating the non-agent resource to the contact. | 06-23-2011 |
20110283000 | Management of Queues in Contact Centres - Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself. | 11-17-2011 |
20120082303 | METHOD AND SYSTEM FOR MANAGING A CONTACT CENTER CONFIGURATION - A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification. | 04-05-2012 |
20120093306 | METHODS AND SYSTEMS FOR MONITORING CONTACT SESSIONS OF A CONTACT CENTER - A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact center and a monitoring module, arranged to detect an allocation of a contact to a resource to determine a skill requirement of the contact. The work assignment engine is further arranged to fork a session between an originator of the contact and the resource, to a monitor resource, in response to the detected skill requirement satisfying a monitor resource skill requirement. | 04-19-2012 |
20120215579 | METHOD AND SYSTEM FOR OPTIMIZING CONTACT CENTER PERFORMANCE - A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact. | 08-23-2012 |
20120321059 | METHODS AND SYSTEMS FOR MONITORING CONTACT CENTER OPERATIONS - A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen. | 12-20-2012 |
20130111357 | COLLABORATION MANAGEMENT TOOLS FOR CONTACT CENTERS | 05-02-2013 |
20130282744 | MANAGEMENT OF CONTACTS AT CONTACT CENTERS - In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules. | 10-24-2013 |
20140086405 | MANAGEMENT OF QUEUES IN CONTACT CENTRES - Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself. | 03-27-2014 |
20140093062 | METHOD OF BOOTSTRAPPING CONTACT CENTER - Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent. | 04-03-2014 |
20140095268 | SYSTEM AND METHOD OF IMPROVING CONTACT CENTER SUPERVISOR DECISION MAKING - Various embodiments of systems and methods for facilitating decision making in a business operation are described herein. In an embodiment, the method involves receiving a first set of data representing predefined optimal performance factors of the business operation and generating a performance baseline based on an aggregate of the optimal performance factors. Further, the method involves receiving, in real-time, a second set of data representing performance measures initiated by a plurality of entities and predicting a potential business performance based on analyzing a collective impact of the initiated performance measures on a current business performance. In another aspect, the method involves comparing the predicted business performance with the generated performance baseline and providing a recommendation on the initiated performance measures based on the comparison. | 04-03-2014 |
20140095681 | SYSTEM AND METHOD FOR DYNAMIC SUGGESTION OF OPTIMAL COURSE OF ACTION - A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information. | 04-03-2014 |
20140095688 | SYSTEM AND METHOD FOR ENSURING HIGH AVAILABILITY IN AN ENTERPRISE IMS NETWORK - Embodiments of the present invention may enable applications that are deployed at the application layer of an IMS network to frequently carry out business critical functions via a highly available application server architecture. This may be achieved by using a session manager that manages the role of active and standby server(s) of the highly available application architecture. Further, the session manager may manage the roles of the active and standby server(s) by routing SIP messaging in either serial or parallel fashion to the application server architecture. Furthermore, the active and the standby servers are automatically kept in sync by their position in the signaling path determined by the session manager. The session manager makes sure that if the active server goes down, then the standby server must be able to take over the role of the active server in a seamless fashion. | 04-03-2014 |
20140096196 | SYSTEM AND METHOD FOR ENHANCING SELF-SERVICE SECURITY APPLICATIONS - Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user. | 04-03-2014 |
20140156326 | SYSTEM AND METHOD FOR AUTOMATING AND IMPROVING SELF SERVICE EXPERIENCE - A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration. | 06-05-2014 |
20140254775 | SYSTEM AND METHOD FOR ASSISTING AGENTS OF A CONTACT CENTER - An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call. | 09-11-2014 |
20140254776 | SYSTEM AND METHOD FOR MANAGING A CONTACT CENTER - A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents. | 09-11-2014 |
20140258501 | SYSTEM AND METHOD FOR AUTOMATED DISTRIBUTION OF SUPERVISORY FUNCTIONS IN A CONTACT CENTER - A system for automated distribution of supervisory functions in an enterprise is provided. The system includes a monitor module configured to monitor performance of resources in the enterprise. The system further includes a skill finder module configured to find at least one skilled resource for at least one type of work request. The system further includes an assignment module configured to assign the at least one skilled resource a subset of supervisory role for the at least one type of work request. | 09-11-2014 |
20140270104 | SYSTEM AND METHOD FOR RECORDING CALLS IN A WebRTC CONTACT CENTER - A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call. | 09-18-2014 |
20140278951 | SYSTEM AND METHOD FOR IDENTIFYING AND ENGAGING COLLABORATION OPPORTUNITIES - A business development system for an enterprise is provided. The business development system includes a target searching module that seeks and engages a potential target in a promotional activity for gaining reward points. The business development system further includes a strategy determining module that analyzes circumstances for determining a suitable persona and interaction strategy for engaging the potential target. The business development system further includes a strategy executing module that interactively engages with the potential target by applying the determined persona and strategy for engaging the potential target into the promotional activity. Additionally, the business development system includes a strategy sharing module that stores information related to interaction with the potential target in an experience database. | 09-18-2014 |
20140358549 | SYSTEM AND METHOD FOR CONVERSATIONAL CONFIGURATION OF APPLICATIONS - A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required. | 12-04-2014 |
20150065215 | SYSTEM AND METHOD FOR OPTIMIZING ALLOCATION OF RESOURCES IN ELECTRONIC GAMES - A resource allocation system for optimizing the allocation of resources in electronic games is provided. The resource allocation system includes a consumer attribute collection module configured to collect one or more consumer attributes associated with a consumer of an electronic game. The resource allocation system includes a consumer profile compilation module configured to describe the consumer by the one or more consumer attributes to produce a consumer profile. The resource allocation system includes a resource allocation module configured to allocate a resource of the electronic game to the consumer based on the consumer profile and one or more strategy rules. | 03-05-2015 |