Patent application number | Description | Published |
20090210524 | ROUTING OF WEB-BASED CONTACTS - A method of providing access to a network of contact centres comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centres. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centres. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact centre network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact centre or agent most suitable to handle the contact, as determined in advance of the request from the statistical information. | 08-20-2009 |
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 |
20100158237 | Method and Apparatus for Monitoring Contact Center Performance - A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications. A display displays event data for contacts being handled by the contact center in real-time at a supervisor station of the contact center, the displayed event data including the speech event identified in the event notification. | 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 |
20100166158 | Method for Analysing an Interactive Voice Response System - Methods for analysing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events. | 07-01-2010 |
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 |
20100169418 | COLLABORATION AGENT - A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users. | 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 |
20110058662 | METHOD AND SYSTEM FOR AURALLY POSITIONING VOICE SIGNALS IN A CONTACT CENTER ENVIRONMENT - A contact center media server for aurally positioning participants of a contact center transaction at aural positions designated by a contact center agent. The media server includes a communications interface coupled to a controller and adapted to interface with a plurality of voice paths. Each of the voice paths is associated with one of a plurality of participants in a contact center transaction. A three-dimensional (3D) spatializer engine is coupled to the controller and can receive incoming voice signals received over voice paths and corresponding aural position data. The 3D spatializer engine processes the incoming voice signals and generates outgoing voice signals that include signal characteristics that aurally position the first outgoing voice signals at an aural position with respect to the contact center agent indicated by the aural position data. | 03-10-2011 |
20110069643 | METHOD AND SYSTEM FOR CONTROLLING AUDIO IN A COLLABORATION ENVIRONMENT - A method and system for designating an aural position of an audio stream in a collaboration environment. A plurality of icons corresponding to participants are displayed in a user interface. A moderator may move the icons from a first position in the user interface to a second position in the user interface. Upon moving an icon from a first position to a second position, an aural position identifier corresponding to the second position is generated and sent to a conference processor. The conference processor uses the aural position identifier to generate an outgoing audio stream that aurally positions the audio stream generated by the participant corresponding to the icon at the aural position. The outgoing audio stream is provided to the moderator, who uses a multi-channel capable device to perceive the audio stream at the designated aural position. | 03-24-2011 |
20110077755 | METHOD AND SYSTEM FOR REPLAYING A PORTION OF A MULTI-PARTY AUDIO INTERACTION - A method for replaying a portion of a multi-party audio interaction to a participant of the audio interaction. A participant of a multi-party audio interaction, such as a conference call or a gaming session, can request a replay of a portion of the audio interaction. A conference processor can provide an outgoing audio stream to the participant that includes a replay audio stream that includes the requested replayed portion of the multi-party audio interaction and a real-time audio stream that includes the ongoing multi-party audio interaction. The replay audio stream can be aurally positioned at an aural position that is different from the real-time audio stream to enhance the participant's ability to distinguish between the two audio streams. | 03-31-2011 |
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 |
20120036194 | COLLABORATION AGENT - A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users. | 02-09-2012 |
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 |
20120173631 | METHOD AND APPARATUS FOR DELEGATING A MESSAGE - A method and apparatus for delegating a message. An audio message from a prioritized list of audio messages is received by a computing device. The audio message identifies a first sender designated priority and a first recipient prioritization attribute. A delegate for responding to the audio message is determined. A delegation action identifier identifying a delegation action of a plurality of delegation actions is determined. A first delegation action directs a delegate to generate a response and send the response to the sender without notifying a delegator. A second delegation action directs the delegate to generate the response and send the response to both the sender and the delegator. A third delegation action directs the delegate to generate the response and send the response to the delegator. A delegate identifier identifying the delegate and the delegation action identifier are communicated to the message server for delegation of the audio message to the delegate in accordance with the delegation action. | 07-05-2012 |
20120252528 | Call Prioritization Methods in a Call Center - According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set. | 10-04-2012 |
20130030854 | METHOD AND SYSTEM FOR MANAGING CONTACTS IN A CONTACT CENTER - A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and labeling a contact entity representing the contact with a label identifying the characteristic. In response to receipt of a request from an agent of the contact center to handle the contact based on the label of the contact entity, the contact is assigned to the agent and in response to the agent successfully handling the contact, an agent record associated with the agent, is updated to indicate a proficiency in handling contacts associated with the characteristic. | 01-31-2013 |
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 |
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 |
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 |
20140289326 | SYSTEM AND METHOD FOR MANAGING CONFERENCE CALLS - A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile. | 09-25-2014 |
20140321635 | CALL PRIORITIZATION METHODS IN A CALL CENTER - According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set. | 10-30-2014 |
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 |
20140376709 | SYSTEM AND METHOD FOR MODIFYING PARAMETERS IN A CONTACT CENTER - A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold. | 12-25-2014 |
20140376710 | METHOD AND SYSTEM FOR OPTIMIZING PERFORMANCE WITHIN A CONTACT CENTER - A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level. | 12-25-2014 |
20140379890 | SYSTEM AND METHOD FOR OPTIMIZING AGENT LOGIN IN A CONTACT CENTER - An agent login optimization system for optimizing login of agents at communication managers of a contact center is provided. The agent login optimization system includes a monitoring module for monitoring predetermined activities at a plurality of communication managers in the contact center. The monitoring includes monitoring call traffic at the plurality of communication managers and monitoring login requests of agents. The agent login optimization system further includes a determination module configured to determine a suitable communication manager from the plurality of communication managers based upon the monitoring to login an agent. The agent login optimization system further includes an agent login module for logging the agent into the suitable communication manager. | 12-25-2014 |