| Entries |
| Document | Title | Date |
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| 20080205628 | SKILLS BASED ROUTING IN A STANDARDS BASED CONTACT CENTER USING A PRESENCE SERVER AND EXPERTISE SPECIFIC WATCHERS - The present invention discloses a presence management system for a contact center including a presence server, a data store, and one or more watchers. The presence server can accept, manage, and distribute presence information using Session Initiation Protocol (SIP) based messages in conformance with an open standard, such as an Internet Engineering Task Force (IETF) based standard. The data store can be communicatively linked to the presence server and can be configured to store the presence information. The stored presence information can include presence information for multiple contact center agents, wherein for each agent the stored presence information includes an element for expertise of the associated agent. The watchers can subscribe to the presence information managed by the presence server. Each of the watchers can correspond to a unique expertise. The watcher associated with an expertise can watch presence information for all of the contact center agents having that expertise. | 08-28-2008 |
| 20080232575 | Context Recovery for Call Center Agents - A call center processes calls in such a way that a caller's matter is first handled by a first agent and is subsequently handled by a second agent. The call center creates a voice recording of at least part of that portion of the caller's matter handled by the first agent. Subsequently, the second agent is given an opportunity to play back the voice recording prior to the second agent handling the caller's matter. In this way, the caller is not required to repeat the same information to both the first and second agents. | 09-25-2008 |
| 20080240407 | Method, Computer Program Product, and Apparatus for Transferring a Call and Associated Data and an Associated System Thereof - A method, computer program product, and an apparatus for transferring a telephone call and associated data from an IVR system to a live agent or other system are provided. An exemplary embodiment may include a voice portal of the IVR system requesting an access number for a live agent and sending data associated with the telephone call to a CTI system. The CTI system may request and receive a routing label from a router and then send the data associated with the telephone call and the request for an access number to a call center using the routing label provided by the router. The CTI system may receive the access number from the call center and send the access number back through the IVR system to an exchange carrier for transferring the caller to the call center. | 10-02-2008 |
| 20090046846 | AGENT COMMUNICATIONS TOOL FOR COORDINATED DISTRIBUTION, REVIEW, AND VALIDATION OF CALL CENTER DATA - The Agent Communication Toolbox (ACT) eliminates the burdens to call center managers of manually distributing desk drops and following up with call center agents to determine whether the agents have accessed the desk drops and completed related training. ACT provides distributed communications to the desktop of a call center agent. ACT records access, testing and training by call center agents and produces reports that indicate the understanding and content comprehension of call center agents. ACT provides real-time coaching to call center agents to improve call center agent knowledge, increase first call resolution and the quality of responses provided by the call center agent. ACT also intelligently routes communications based on the location and skills of the call center agent, reducing the volume of communications and network bandwidth requirements. | 02-19-2009 |
| 20090080641 | Method and system for automatically generating flow charts of call flow programs - A method and system automatically generates flow charts of call flow programs used in a call center based on information about the call flow program and other telephone system resources collected from the call center. Such collected information includes automatic call distributor (ACD) programming. The method and system generate the flow chart of the call flow programs without prior knowledge of such collected information. | 03-26-2009 |
| 20090103710 | METHOD, SYSTEM AND APPARATUS FOR ROUTING - A method for routing includes upon receipt of a routing analysis request, analyzing a preset routing rule according to the contents in the routing analysis request to obtain the data source information corresponding to the routing rule and routing the contents in the routing analysis request to the data source corresponding to the obtained data source information. An embodiment of the disclosure also provides a system and an apparatus for routing. The method, system, and apparatus provided by embodiments of the present disclosure may improve the routing flexibility and data processing efficiency. | 04-23-2009 |
| 20090175438 | DYNAMIC CONNECTION DISTRIBUTOR - The invention relates to a dynamic call connection distributor (DCD) comprising—an agent pool (AP), comprising information of call agents (CA), said agent pool is at least partly configurable by a plurality of individual call agents (CA), —a recipient dialer (RD), comprising circuitry for dialing at least one number of predefined potential recipients (PR) for establishment of a recipient connection (RC), —an agent dialer (AD) comprising circuitry for establishing an agent connection (AC) from said dynamic connection distributor (DCD) to a call agent (CA), a call linker (CL), comprising circuitry for linking said agent connection (AC) with said recipient call (RC). According to a preferred embodiment of the invention, the agent pool is basically maintained dynamically by the call agents themselves, thereby allowing basically any physical distribution in contrary to prior art systems requiring the call agents to operate at fixed and centrally defined endpoints. | 07-09-2009 |
| 20090190743 | SEPARATE MATCHING MODELS BASED ON TYPE OF PHONE ASSOCIATED WITH A CALLER - Systems and methods are disclosed for routing callers to agents in a contact center. Exemplary methods and systems include using one of a plurality of different methods or computer models for matching callers to agents, the method or model selected based on a type of phone or phone number associated with a caller (e.g., residential, business, or mobile). The models may include queue routing, performance based matching, adaptive pattern matching algorithms, or the like. In one example, similar adaptive models may be used for two or more different types of phones, but trained differently, e.g., based on data and outcomes for the particular type of phone. Different models for routing callers to agents may perform differently for different types of phones. Further, training correlation or adaptive pattern matching algorithms based on different types of phones may improve performance compared to a single algorithm for all types of phones. | 07-30-2009 |
| 20090190744 | Routing callers from a set of callers based on caller data - Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent. | 07-30-2009 |
| 20090190745 | POOLING CALLERS FOR A CALL CENTER ROUTING SYSTEM - Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes routing a caller from a pool of callers based on at least one caller data associated with the caller, where a pool of callers includes, e.g., a set of callers that are not chronologically ordered and routed based on a chronological order or hold time of the callers. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent. | 07-30-2009 |
| 20090232295 | APPARATUS, SYSTEM, AND METHOD FOR AUTOMATED CALL INITIATION - An apparatus, system, and method are disclosed for automated call initiation. The method for automated call initiation includes initiating a call to a destination using a first communication line. The method also includes initiating a call status determination that determines when a person answers the call at the destination. Furthermore, the method includes during the call status determination, sending audio information from the destination to an agent. In addition, the method includes assigning the call to the agent, in response to the call status determination determining that the person answered the call at the destination. Therefore, the agent is able to monitor the call and assume a natural response to the person, thus eliminating delay as the conversation begins. | 09-17-2009 |
| 20090274291 | Single Workflow For Colloborative Network Routing Over Heteogeneous System - A method and apparatus are provided for handling contact requests among a plurality of dissimilar automatic contact distributors. The method includes the steps of providing a plurality of workflows scripts, translating each of the plurality of workflows scripts into a respective native language of each of the plurality of dissimilar automatic contact distributors. The method further includes the steps of tendering a request for a contact to the plurality of dissimilar automatic contact distributors, selecting a automatic contact distributor of the plurality of dissimilar automatic contact distributors to handle the contact based upon a response from at least some of the plurality of dissimilar automatic contact distributors and transferring the contact to the selected automatic contact distributor. | 11-05-2009 |
| 20090274292 | Assignment of Call-Center Agents to Incoming Calls - A technique is disclosed that optimizes the background noise experienced by a party who is calling into a call center. Working as part of an overall call-assignment algorithm, the technique considers the acoustic noise that is present in the vicinities of multiple call-center agents who are otherwise satisfactory candidates to handle a call. The technique then selects an agent to handle the call who is associated with an optimal acoustic noise. Typically, the selected agent is associated with lowest background noise level. The background noise is monitored at each call agent's station by evaluating the signals that are present at the agent's microphone. Usually, this is done when a call agent is between calls and, as a result, is not using her headset at that moment. In other words, the background noise is actually measured, and the measurements are then used to assign a call agent to the incoming call. | 11-05-2009 |
| 20090290702 | AUTOMATED AGENT AVAILABILITY DETECTION - A system for automatically detecting status of an agent in a call center is provided. The system may have a call center management system with a plurality of agent workstations coupled to the call center management system and a plurality of telephones associated with the agent workstations. The system may also have a switch that automatically connects calls to the telephones. An off-hook detector automatically detects a manually initiated off-hook status of at least one of the telephones and signals the switch that the agent at the telephones is unavailable. The switch may then avoid connecting a call to the unavailable agent. | 11-26-2009 |
| 20100002865 | Mutual Assistance Routing System for Improved Utilization of Customer Service Resources - The invention disclosed is a new system and method for providing the mutual sharing of resources devoted to customer service. The system utilizes a telecommunications switching apparatus to rout incoming customer contacts to one or more pools of customer service agents. The system provides for a universal customer service interface that allows customer service agents to assist customers of other related companies. The automated system for sharing customer service resources includes a mutual assistance routing system in communication with requesting users of customer service agents, responding providers of customer service agents, databases containing customer information, thereby allowing customers who contact the requesting user to be served by shared agents. | 01-07-2010 |
| 20100008492 | METHOD OF UNIFYING CONTROL OF CONTACT CENTER SYSTEM - A method and apparatus are provided for changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems. The method includes the steps of a user selecting an operating parameter for use by each of the plurality of functionally similar but structurally different automatic contact distributor subsystems, a respective conversion program for each of the plurality of functionally similar but structurally different automatic contact distributor subsystems receiving the selected operating parameter from the user and incorporating the selected operating parameter into the respective subsystems. | 01-14-2010 |
| 20100054452 | AGENT SATISFACTION DATA FOR CALL ROUTING BASED ON PATTERN MATCHING ALOGRITHM - Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables. | 03-04-2010 |
| 20100111285 | BALANCING MULTIPLE COMPUTER MODELS IN A CALL CENTER ROUTING SYSTEM - Systems and methods are disclosed for routing callers to agents in a contact center utilizing a multi-layer processing approach to matching a caller to an agent. A first layer of processing may include two or more different computer models or methods for scoring or determining caller-agent pairs in a routing center. The output of the first layer may be received by a second layer of processing for balancing or weighting the outputs and selecting a final caller-agent match. The two or more methods may include conventional queue based routing, performance based routing, pattern matching algorithms, affinity matching, and the like. The output or scores of the two or more methods may be processed be the second layer of processing to select a caller-agent pair and cause the caller to be routed to a particular agent. | 05-06-2010 |
| 20100124325 | System and Method for Interacting with Live Agents in an Automated Call Center - Embodiments of an interface system that enables a call center agent to access and intervene in an interaction between an automated call center system and a caller whenever necessary for complex application tasks is described. The system includes a user interface that presents the agent with one or more categories of information, including the conversation flow, obtained semantic information, the recognized utterances, and access to the utterance waveforms. This information is cross-linked and attached with a confidence level for better access and navigation within the dialog system for the generation of appropriate responses to the caller. | 05-20-2010 |
| 20100142698 | SEPARATE PATTERN MATCHING ALGORITHMS AND COMPUTER MODELS BASED ON AVAILABLE CALLER DATA - Apparatus and methods are disclosed for routing callers to agents in a contact center. Exemplary methods and system include using one of a plurality of different computer models for matching callers to agents, the model selected based on a degree and/or type of caller data available. The models may include queue routing, performance based matching, adaptive pattern matching algorithms, or other computer models for matching callers to agents. In one example, similar adaptive models may be used for two or more different degrees/types of caller data, but are trained differently, e.g., based on the degree/type of caller data. Different models for routing callers to agents may perform differently for different degrees/types of caller data. Further, training correlation or adaptive pattern matching algorithms based on different degrees/types of caller data may improve their respective performance compared to a single algorithm for all degrees/types of caller data. | 06-10-2010 |
| 20100166171 | APPARATUSES, METHODS AND SYSTEMS FOR ACCESSING A NEW CUSTOMER SERVICE REPRESENTATIVE AND FOR MONITORING CUSTOMER SERVICE - This disclosure details the implementation of methods, systems and computer program products for a customer satisfaction engine (CSE). Embodiments of the CSE allow callers to key in customer satisfaction data using a rating system and/or to change customer service representatives (CSR) during the course of a customer service call rather than after the call has ended. Caller generated ratings may be stored in a database in association with the respective CSR profile for later access, analysis, and/or review. CSE embodiments may also allow customers to log in to a website and view operations made by the CSR as a service call progresses. CSE systems may provide for improved customer service and allow companies improved efficiency, monitoring and reporting of CSR performance. | 07-01-2010 |
| 20100183138 | SELECTIVE MAPPING OF CALLERS IN A CALL-CENTER ROUTING SYSTEM BASED ON INDIVIDUAL AGENT SETTINGS - Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents and mapping a second portion of the callers (e.g., the remaining portion callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order), which may provide a control group for monitoring or analyzing the effect and/or training of the pattern matching algorithm. The first and second portion may be varied separately for each agent within the contact center. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system. | 07-22-2010 |
| 20100220852 | JURISDICTIONALLY OPTIMIZED CALL ROUTING - A device receives ordered call routing lists, receives information about a call, from an originating location, to a terminating location of a network, and determines a jurisdictional index for the call based on the originating and terminating locations and based on jurisdiction definitions of carriers associated with the network. The device also selects a route list from the ordered call routing lists based on the determined jurisdictional index and based on the terminating location, selects a route from the selected route list, and provides routing instructions to network elements associated with the selected route, where the call is routed to the terminating location via the selected route and based on the routing instructions. | 09-02-2010 |
| 20100290614 | Method for Indicating Call-Center Agent Availability - A method for informing a caller of the availability of a call-center agent who can assist the caller without some of the disadvantages of the prior art is disclosed. In accordance with the illustrative embodiment of the present invention, when a caller accesses the address book in the memory of his or her telecommunications terminal (such as a telephone) the caller will see both the contact information for the call center and the availability of a call-center agent. | 11-18-2010 |
| 20100303225 | System and Methods for Predicting Future Agent Readiness for Handling an Interaction in a Call Center - A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window. | 12-02-2010 |
| 20110051922 | SYSTEMS AND METHODS FOR CUSTOMER CONTACT - A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user. | 03-03-2011 |
| 20110116617 | ENHANCED CONTACT CENTER ARCHITECTURE TO SUPPORT AGENT RESOURCE OPTIMIZATION - Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining. | 05-19-2011 |
| 20120219144 | VIRTUALIZING HUMAN AGENTS ACROSS MULTIPLE LOCATIONS - Methods and arrangements for virtualizing human agents across multiple locations. A first agent is associated with a first contact center and a second agent is associated with a second contact center. An availability status of the second agent is published, both to the first contact center and to the second contact center. An incoming communication is accepted at the first contact center and a free status of the second agent is ascertained. The incoming communication is routed from the first contact center to the second agent. | 08-30-2012 |
| 20120269338 | Method for Increasing the Efficiency of Automated Telephony Systems - The problem of an automated telephony system having only a single way to measure a caller's difficulty in processing a transaction when using the system is solved by selecting from multiple thresholds for measuring the caller's difficulty. Having a choice of alternative thresholds to measure the caller's difficulty, referred to as inefficiency thresholds, allows for a more responsive approach to managing an automated telephony system. This choice of inefficiency thresholds overcomes multiple problems of systems only using one inefficiency threshold, such as: (1) transferring a call to a live agent too quickly, (2) transferring a call to a live agent too slowly, and (3) giving a caller a feeling that the automated telephony system is unresponsive to his or her needs. Having multiple inefficiency thresholds allows for a more dynamic response to a diverse audience of callers and serves different needs of a caller during various parts of a call. | 10-25-2012 |
| 20130083915 | INTERRUPTING AUXILIARY AGENTS - 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, selectively interrupt a contact center agent in an AUXILIARY state. This enables the contact center to accommodate sudden influxes of work items without substantially increasing customer wait time. | 04-04-2013 |
| 20130216036 | SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER - Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction. | 08-22-2013 |
| 20130230162 | System and Method of Automated Order Status Retrieval - A computer-readable storage device stores instructions that, when executed by a processor, cause the processor to perform operations including prompting a caller during a call for an order identifier. The order identifier identifies a pending order. The operations also include prompting the caller to provide a reason for the call. The operations further include transferring the call to an automated check order status system in response to receiving an indication that the reason for the call is to obtain an order status associated with the pending order. The operations also include, in response to receiving an indication that the order status is not locatable, automatically transferring the call to a customer service agent. | 09-05-2013 |
| 20130251137 | CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION - Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated. | 09-26-2013 |
| 20140029744 | APPARATUS, SYSTEM, AND METHOD FOR AUTOMATED CALL INITIATION - Apparatus, systems, and methods for communication analysis and handling, such as automated analysis and handling of telephone calls. In some implementations, the method may comprise initiating a first communication to a destination using a first communication line, performing an analysis on the first communication, and sending a communication signal generated at the destination to a first agent. The communication signal may comprise a live communication signal, and the step of sending the communication signal to the first agent may be performed concurrently with the analysis on the first communication such that the agent may thereby be able to monitor the communication and assume a natural response to the person without unnatural delay as the communication begins. | 01-30-2014 |
| 20140044252 | SOFTPHONE - A remote agent call center is functional by providing a softphone and agent bridge that allows maintaining an open telephone line to the agent's phone with or without an incoming call being connected. Incoming calls are merged into the agent bridge to allow the agent to conference with the incoming call. The softphone provides call control to allow the agent to transfer, terminate, hold, record, or the like the active call. | 02-13-2014 |
| 20140044253 | 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. | 02-13-2014 |
| 20140086403 | USE OF ABSTRACTED DATA IN PATTERN MATCHING SYSTEM - Method, system and program product, for operating a call center system, the method comprising: obtaining performance data for agents in a set of agents; obtaining a respective abstracted data stream for multiple calls, each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, the meaning for the field data in the respective different locations for the different respective fields not known by the system; determining respective patterns for the respective data streams; obtaining performance data for the respective patterns; matching using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and on performance data for the respective agents of the set of agents. | 03-27-2014 |
| 20140119533 | CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION - Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions. | 05-01-2014 |
| 20140119534 | 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. | 05-01-2014 |
| 20140119535 | METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM - In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event. | 05-01-2014 |
| 20140126716 | System and Method for Granting Delayed Priority Access To A Resource - A user service center facilitates communication between a user and an agent at the user service center. At peak use times, the user service center is connected to a surplus of users with respect to its number of agents, and the user service center has the users wait to communicate with an agent. In one embodiment, the system and method described herein give the user the option to reconnect with the user service center at a later, off-peak, time. In exchange, the user is granted an identifier indicating priority access to an agent at the off-peak time. In this way, the user does not have to wait to communicate with an agent during the subsequent communication during the off-peak time. | 05-08-2014 |
| 20140126717 | Calling center system and calling processing method thereof - A calling center system and a calling processing method of a calling center system are provided in the disclosure. The calling center system includes: an accessing module, configured to receive a user call; multiple CCB units, wherein each CCB unit is configured to select one agent module for serving the user call from multiple agent modules corresponding to the CCB unit, wherein each agent module of the multiple agent modules is configured to serve a user call; a scheduling module, configured to select, according to capability data of the multiple CCB units, the one or more CCB units from the multiple CCB units to perform the operation of selecting one agent module for serving the user call, and select one agent module from one or more agent modules selected by the one or more CCB units to serve the user call. The disclosure can enhance the reliability of the system. | 05-08-2014 |
| 20140161247 | SYSTEM AND METHOD FOR TELEPHONE CALL ROUTING USING A RELATIONAL ROUTING MATRIX - A system, method, apparatus, means, and computer program code is provided wherein a telephone call is received. A telephone call routing matrix is accessed, from a relational database platform, to select a service representative for the received telephone call. It may then be arranged for the received telephone call to be routed in accordance with the selected service representative. | 06-12-2014 |
| 20140254790 | SYSTEM AND METHOD FOR SELECTING AGENT IN A CONTACT CENTER FOR IMPROVED CALL ROUTING - An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile. | 09-11-2014 |
| 20140294171 | MULTI-NODE PREDICTIVE DIALING FOR SCALABILITY - Multiple-nodes (multiple media servers) can be deployed in a single outbound calling system. Agent nailups can be established with the media servers, on a one-to-one basis (an agent is nailed up to only one of the media servers at any given time). Predictive dialing can be performed by each of the media servers (dialing nodes), resulting in active (answered) calls with customers. If the active call is in a different node than a nailup for an available agent, the controller can direct the agent nailup to be moved to the node which is handling the active call (or call leg). | 10-02-2014 |
| 20140307865 | Procedure and Mechanism for Managing a Call to a Call Center - In a method procedure for managing a caller's call to a call center with a call center agent, an agent is defined to receive the call and identified as the responsible agent for an incident assigned to the call. A relationship is created between the responsible agent and the incident. Then a token is generated that allows the relationship to be addressed without containing any individual connection or personal data for the responsible agent. The token is made available for the caller so the token can be activated when the caller resumes contact with the call center. The token causes the caller to be connected to the responsible agent or a proxy if the token is activated when contact is resumed. | 10-16-2014 |
| 20140307866 | SYSTEM AND METHOD FOR TELEPHONE CALL ROUTING USING A RELATIONAL ROUTING MATRIX - A system, method, apparatus, means, and computer program code is provided wherein a telephone call is received. A telephone call routing matrix is accessed, from a relational database platform, to select a service representative for the received telephone call. It may then be arranged for the received telephone call to be routed in accordance with the selected service representative. | 10-16-2014 |
| 20140328480 | Methods, Systems, and Products for Routing Communications - Methods, systems, and products route communications according to schedules. When an incoming communication is detected, a schedule is retrieved that is associated with a recipient's address. A time associated with the communication is compared to entries in the schedule. If a match is determined, then an alternate destination may be chosen. | 11-06-2014 |
| 20140376714 | METHOD AND APPARATUS FOR PROCESSING REPETITIVE CALLS TO A HOTLINE - The present invention provides a method and apparatus for processing a hotline. The present invention introduces a client-customer service relationship correspondence table in a multiple line hunt group. When a client dials a hotline for the first time for a problem, the multiple line hunt group will select a customer service and save a correspondence relationship between the client and the customer service. When the client dials the hotline again, the multiple line hunt group will first query whether records of the client exist in the client-customer service relationship correspondence table; if yes, obtains a corresponding customer service to establish a call. If not, one is selected from idle customer services. By using the present method, when the client needs to dial the hotline for multiple times for a problem, it may be guaranteed that it is the same customer service who serves the client. In this way, the present method not only saves the client's time and provides great convenience to the client, it may also save valuable customer service resources at the same time. | 12-25-2014 |
| 20150023489 | Method, Apparatus and System for Processing a Voice Call - A method, an apparatus and a system for processing a voice call. The method includes, when a service control entity in a call center determines that a user corresponding to a user terminal needs assistance at a certain node in a self-service process, establishing, by the service control entity, a voice site, where the self-service process is provided by a self-service process entity in the call center; and adding, by the service control entity, the user terminal, the self-service process entity, and an agent terminal in the call center to the voice site, so that the agent terminal provides an assistance service for the user according to a demand of the user at the certain node. | 01-22-2015 |
| 20150030152 | METHOD AND SYSTEM FOR DETERMINING CUSTOMER'S SKILL, KNOWLEDGE LEVEL, AND/OR INTEREST - A microprocessor executable work assignment mechanism selects a work item associated with a customer, dynamically determines, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, and uses the customer proficiency level in assigning the selected work item to a resource for servicing and/or in providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item. | 01-29-2015 |
| 20150063558 | SYSTEMS AND METHODS FOR ALLOCATION OF TELEPHONY RESOURCES ON-DEMAND - Organizations may employ private computer networks to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured. Thus, the capacity of the private computer network to respond to customer calls may be expanded, while the additional private network extensions may manage distribution of calls to the CSAs transmitted over the allocated telephony resources. | 03-05-2015 |
| 20150124953 | 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. | 05-07-2015 |
| 20150131794 | CALL CENTER INTERFACE - One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities. | 05-14-2015 |
| 20150296082 | SYSTEM FOR ROUTING INTERACTIONS USING BIO-PERFORMANCE ATTRIBUTES OF PERSONS AS DYNAMIC INPUT - A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models. | 10-15-2015 |
| 20150326723 | SYSTEM AND METHOD FOR ACCESS NUMBER DISTRIBUTION IN A CONTACT CENTER - Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call. | 11-12-2015 |
| 20150334238 | SYSTEM AND METHOD FOR CONTACT INFORMATION INTEGRATION WITH SEARCH RESULTS - A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors. | 11-19-2015 |
| 20150350442 | SYSTEM AND METHOD FOR ROUTING WORK REQUESTS TO A RESOURCE GROUP OF AN ENTERPRISE - A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy. | 12-03-2015 |
| 20150381809 | SYSTEM AND METHOD FOR A PROGRESSIVE DIALER FOR OUTBOUND CALLS - A system and method are disclosed herein for an automated progressive dialer system. The system comprises maintaining a callee database for a calling campaign. A Presence registrar is maintains a list of call center agents, wherein the list comprises the agent's current state, account information and other metrics. An agent progressive dialer (APD) indicates an agent's current state to the Presence registrar and maintains an agent's open line to connect with a connected outbound call to a callee. One or more callees are selected to call based upon the agent's current state. Outbound calls are placed to the selected callee using a callee progressive dialer (CPD). Upon successfully connecting a call to a callee, the Presence registrar provides an available agent with an open line to receive the call. The CPD then bridges the successfully connected callee outbound call with the available agent's open line on the APD. | 12-31-2015 |
| 20160006876 | SYSTEM FOR COMMUNICATION ROUTING - A system, method, apparatus, means, and computer program code is provided wherein an electronic communication is received. A communication routing matrix is accessed, from a relational database platform, to select a service representative for the received communication. It may then be arranged for the received communication to be routed in accordance with the selected service representative. | 01-07-2016 |
| 20160021252 | SYSTEM AND METHOD FOR CLIENT INTERACTION APPLICATION INTEGRATION - A system for integration of client interaction technologies, comprising a plurality of resource managers, each comprising at least a software component operating and stored on a computing device; a plurality of resources, each comprising at least an interactive element; a monitoring service, comprising at least a software service operating and stored on a computing device; and a callback cloud, comprising at least a plurality of contact agents; wherein the monitoring service tracks resource status; further wherein upon receiving an interaction request the resource managers handle the request according to known resource information; and further wherein the callback cloud responds to at least a plurality of received interaction requests. | 01-21-2016 |
| 20160036978 | SYSTEM AND METHOD FOR SCALABLE INTERACTION PRIORITIZATION - A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time. | 02-04-2016 |
| 20160036979 | DYNAMIC CONNECTION DISTRIBUTOR - A dynamic call connection distributor and a related method, the distributor including an agent pool, having information of call agents, the agent pool is at least partly configurable by a plurality of individual call agents, a recipient dialer, including circuitry for dialing at least one number of predefined potential recipients for establishment of a recipient connection, an agent dialer including circuitry for establishing an agent connection from the dynamic connection distributor to a call agent, and a call linker, having circuitry for linking the agent connection with the recipient call. | 02-04-2016 |
| 20160065740 | CUSTOMER CONTROLLED INTERACTION MANAGEMENT - A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction. | 03-03-2016 |
| 20160080573 | TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM - Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different. | 03-17-2016 |
| 20160150084 | SYSTEM AND METHOD FOR MANAGING RESOURCES - A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value. | 05-26-2016 |
| 20160150085 | SYSTEM AND METHOD FOR MANAGING ALLOCATION OF RESOURCES - A computing system for managing a plurality of resources in an enterprise is disclosed. The computing system includes a monitoring one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources. The system further includes a database for storing the one or more monitored attributes. The system further includes a computing module for computing a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored attributes. The system further includes an agent selection module for selecting at least one resource from the plurality of resources based on the computed contact time parameter. The system further includes a routing module for routing the at least one communication session to the at least one selected resource. | 05-26-2016 |
| 20180027118 | METHOD FOR CONNECTING USERS WITH AGENTS BASED ON USER VALUES DYNAMICALLY DETERMINED ACCORDING TO A SET OF RULES OR ALGORITHMS | 01-25-2018 |
