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Having a multimedia feature (e.g., connected to Internet, E-mail, etc.)

Subclass of:

379 - Telephonic communications

379242000 - CENTRALIZED SWITCHING SYSTEM

379265010 - Call distribution to operator

379265020 - Automatic call distributor (ACD) system

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DocumentTitleDate
20090154687METHOD AND APPARATUS TO ALLOW CUSTOMERS TO INITIATE CALL CENTER CONTACT - A network operation center is provided. The network operation center provides a message to a customer over a communication link and waits for a reply to the message from the customer. When the reply is received, the center determines whether the reply indicated the customer is receptive to contact from a call center. If the reply indicates the customer is receptive, the center provides a notification to the center along with customer contact information. The call center contacts the customer based on the notification.06-18-2009
20090003584SYSTEM AND METHOD FOR CALL ROUTING AND ENABLING INTERACTION BETWEEN CALLERS WITH CALLS POSITIONED IN A QUEUE - Systems, methods and apparatus are provided for processing telephone calls from a plurality of customers directed to a call center. In some embodiments, the method includes receiving a telephone call at a call center from a first customer, determining that all agents of the call center are unavailable, placing the telephone call in a queue, obtaining first customer information, and matching the first customer information to second customer information associated with an ongoing communication between a second customer and an agent. The first customer is then offered an opportunity to monitor the ongoing communication, and in some embodiments is connected to the ongoing communication.01-01-2009
20090067612SYSTEM AND METHOD FOR INCORPORATING CUSTOMER HANG-UPS AND WEB SUBMISSIONS INTO A PHONECALL-BASED SUPPORT WORKFLOW - A method for managing calls and web-submissions includes receiving a web-submission at a first time; generating a first ticket associated with the web-submission; generating a first digital file indicating both the first ticket and that the web-submission was received from a system; storing the first ticket and the first digital file in a first record of a queue; receiving a live call at a second time; generating a second ticket associated with the live call; generating a second digital file when the live call changes into a hang-up call before being serviced by an agent, the second digital file indicating both the second ticket and that the live call was received from a device; storing the live call or the second ticket and the second digital file in a second record of the queue, the first record being positioned in the queue before the second record, the queue being configured to have the first record being serviced before the second record.03-12-2009
20130077775IMPLEMENTING A NETWORK OF INTELLIGENT VIRTUAL SERVICE AGENTS TO PROVIDE PERSONALIZED AUTOMATED RESPONSES - Communications using intelligent virtual service agents are provided by assigning a first individualized responsibility to a first intelligent virtual service agent implemented on at least one computer platform with a processor and a memory, and a second individualized responsibility to a second intelligent virtual service agent implemented on the at least one computer platform. The first intelligent virtual service agent analyzes content provided by a user via a communications medium and determined to fall under the first individualized responsibility of the first intelligent virtual service agent. The first intelligent virtual service agent generates a response to the content in accordance with the analysis by the first intelligent virtual service agent and provides the response.03-28-2013
20090154686SYSTEMS AND METHODS FOR ENHANCED USER COMMUNICATIONS - Systems and methods are disclosed for responding to user communications.06-18-2009
20100104087System and Method for Automatically Generating Adaptive Interaction Logs from Customer Interaction Text - A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system uses a pipeline comprising audio capture of a telephone conversation, automatic speech transcription, text normalization, transcript generation and candidate call log generation based on Real-time and Global Models. The contact center agent edits the candidate call log to create the final call log. The models are updated based on analysis of user feedback in the form of the editing of the candidate call log done by the contact center agents or supervisors. The pipeline yields a candidate call log which the agents can edit in less time than it would take them to generate a call log manually.04-29-2010
20100104086SYSTEM AND METHOD FOR AUTOMATIC CALL SEGMENTATION AT CALL CENTER - A system and method for automatic call segmentation including steps and means for automatically detecting boundaries between utterances in the call transcripts; automatically classifying utterances into target call sections; automatically partitioning the call transcript into call segments; and outputting a segmented call transcript. A training method and apparatus for training the system to perform automatic call segmentation includes steps and means for providing at least one training transcript with annotated call sections; normalizing the at least one training transcript; and performing statistical analysis on the at least one training transcript.04-29-2010
20100040221Call Center System for Multiple Transaction Selections - A method includes displaying a transaction menu that includes multiple selectable call center agent transactions. A plurality of selected transactions are ordered into a list of selected transactions based on a first business rule. The list of selected transactions includes an indicator of a status of each of the selected transactions and the list is separated into a first group of completed transactions and a second group of uncompleted transactions. A selection of an additional transaction is received after initiation of one of the selected transactions but before completion of all of the selected transactions. An updated second group of uncompleted transactions, including the additional transaction, is ordered in a second order based on a second business rule.02-18-2010
20100040220System and method for real-time comparison of news events against directory assistance queries - A system for responding to queries has an interface for receiving request communications from requesters. An agent platform is configured to receive the request communications and to provide replies to the requesters. A tracking module tracks the request communications and the replies and a news module tracks news events. A correlation module correlates increases in request communications relative to a first news event over a set time frame. An analysis module generates a search assistance routine based on the correlated increases in request communications relative to the first news events over a set time frame, where the search assistance routine is activated when a second news event is detected, similar to the first news event.02-18-2010
20130089198Intelligent Interactive Call Handling - An intelligent interactive call handling system is provided that typically includes a central office, a call-handling device, and an internet call routing system. The central office typically triggers a query responsive to receiving a call request. The call-handling device is coupled to the central office, receives the query, and triggers an internet call routing query. The internet call routing system, which is coupled to the call-handling device, typically receives the internet call routing query, determines presence of the called party with respect to at least one registered communication device, sends a prompt to the called party at said at least one registered communication device responsive to the presence determination, receives a reply from said at least one registered communication device, and routes the call responsive to the reply. Methods and other systems are also provided.04-11-2013
20130089197METHOD AND SYSTEM FOR CALL TO ROLE - Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific telephone number or extension to call and without requiring the customer to select from a series of menus. The receiving location or inbound call center accepts a voice call from a customer. The incoming voice call includes an associated data stream. This data stream is processed by the inbound call center and is used to route the call to the appropriate destination or customer service representative, for example a specific person, a department, a subsidiary, an individual either working within a facility or working outside the facility, a subcontractor and combinations thereof. Additional functionality is provided by including additional data, e.g. data in addition to routing data, along with voice data.04-11-2013
20120307996METHOD AND SYSTEM FOR CALL TO ROLE - Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific telephone number or extension to call and without requiring the customer to select from a series of menus. The receiving location or inbound call center accepts a voice call from a customer. The incoming voice call includes an associated data stream. This data stream is processed by the inbound call center and is used to route the call to the appropriate destination or customer service representative, for example a specific person, a department, a subsidiary, an individual either working within a facility or working outside the facility, a subcontractor and combinations thereof. Additional functionality is provided by including additional data, e.g. data in addition to routing data, along with voice data.12-06-2012
20090285384METHOD AND SYSTEM FOR PERSONALISING RESPONSES TO CUSTOMER COMMUNICATIONS - In one embodiment, the invention provides a method for personalizing a response to an incoming customer communication. The method includes identifying a customer based on an incoming customer communication; selecting a rule applicable to the incoming customer communication, the rule having a destination associated therewith; preparing data to facilitate processing of the incoming customer communication; and routing the call to the destination associated with the selected rule and sending the prepared data to the destination.11-19-2009
20090161858CONTACT SERVER FOR CALL CENTER - The present invention is a Contact server that enables customers to submit call-back requests to a call center via the Internet, or virtually any other communications technology available. A call-back to the customer can be placed via any communications technology available. In its preferred embodiment, the Contact Server enables a call-back request to be submitted by a customer directly from an HTML page on a Web site, and have that same HTML page be presented to the agent that receives the call-back request. The agent can then place a telephone call to the number provided by the customer who submitted the call-back request, and at the same time, establish a TCP/IP communications session with the customer. This TCP/IP session can proceed between the agent's Web browser and the customer's Web browser, and the visible actions performed by the agent are transferred to the customer and displayed on the customer's browser. The TCP/IP session proceeds simultaneous with the telephone call between the agent and the customer.06-25-2009
20090086957Real-Time Collaboration Center - A real-time collaboration center and method for using the same are described herein which enables a caller (end-user) to have a real-time collaboration session with a call center agent. In one embodiment, the real-time collaboration center is able to create a new real-time collaboration session for a caller where the caller is routed to the real-time collaboration session in which they might be joined by an automated call center agent which could provide product information and/or gather information to/from the caller while they wait for the live call center agent. When a live call center agent with the appropriate skill set becomes available, then he/she receives an invitation to join the real-time collaboration session where the two parties can then interact with voice, instant messaging, application/desktop sharing, and other media.04-02-2009
20100034371METHOD AND APPARATUS FOR PROVIDING A NETWORK BASED CALL PROCESSING MANAGER - A method and apparatus for providing a network based call processing manager are disclosed. For example, the method receives a call by a call processing manager deployed in a communication network, wherein the call is for a customer that subscribes to a network based call processing service. The method obtains one or more routing instructions for handling the call from an automatic call distribution system, wherein the automatic call distribution system is deployed external to the communication network. The method then forwards the one or more routing instructions to an application server that routes the call in accordance with the one or more routing instructions.02-11-2010
20090168989Customer-Enabled Evaluation and and Control of Communication Center Agent Contact - A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.07-02-2009
20090185673Voice-Over-IP Call Recording in Call Centers - An apparatus and methods are disclosed for recording calls in a Voice over Internet Protocol (VoIP)-based call center. In accordance with the illustrative embodiment, one of a plurality of data-processing systems in the call center is selected for each call to decompress and decrypt the call's media stream(s). The selection criteria include the type of compression algorithm, the type of encryption scheme, the processing capabilities of the data-processing systems, the current processing load of the data-processing systems, and the available communication bandwidth into and out of the data-processing systems. The selected data-processing system is subsequently incorporated into the call path between the calling SIP endpoint and the call center SIP endpoint, if necessary, and for the duration of the call decompresses/decrypts the media stream(s), generates a copy of the decompressed/decrypted stream(s), and transmits the copied stream(s) to a recording device in the call center.07-23-2009
20100080377METHOD FOR REDUCING NON-VALUE ADDED TIME BETWEEN CALLS SERVICED AT A CALL CENTER - A method for reducing non-value added time between calls serviced at a call center includes selectively enabling an after-call-work state that is configured to be activated during a call from a subscriber vehicle when an advisor at the call center indicates a need for the after-call-work state. If the advisor does not activate the after-call-work state during the call, then upon completion of the call, automatically setting an operator station of the advisor to a call ready state. If, however, the advisor activates the after-call-work state during the call, then upon completion of the call, the method includes activating the after-call-work state.04-01-2010
20090245500ARTIFICIAL INTELLIGENCE ASSISTED LIVE AGENT CHAT SYSTEM - An artificial intelligence (AI)-assisted live agent chat system allows a single live agent to handle an increased number of simultaneous chat sessions by having an AI system handle the bulk of common, repeat questions. The AI system will allow the live agent to focus his or her attention on the few chat sessions needing unique service and will effectively lower the cost of supporting chat sessions. The server-side technology uses an AI-engine as ell as a live agent backend interface for a site to deliver live-agent experience without the customer having to know whether the answer is from the AI system or from the live agent.10-01-2009
20090086958Systems and Methods to Provide Alternative Connections for Real Time Communications - Methods and apparatuses to provide options for alternative connections in response to customer requesting for connections to advertisers for real time communications. One embodiment includes: providing an advertisement of a first advertiser for presentation to a customer, the advertisement including a reference to be used to request a connection server to provide a telephonic connection between the first advertiser and the customer; receiving a request made via the reference included in the advertisement for a telephonic connection between the first advertiser and the customer; determining a status of the first advertiser at a time of the request; and presenting an option to make an alternative connection for the customer based on the determined status.04-02-2009
20090262922SYSTEM AND METHOD OF REMOTE COMPUTER SERVICE - A system of remote computer service including a call center, the Internet and a computer service supporting system. The computer service supporting system receives the requests from the computer and allocates and/or designates corresponding call center for the computer; the present invention also provides a method that the computer sends service request to the computer service supporting system by Internet; the computer service supporting system allocates and/or designates a call center for the computer and relates the computer and the call center by service ID; then, returns the communication means information and the service ID of the call center to the computer; the computer contacts with the call center by the communication means information, and the call center provides the service applied to the computer by using the service ID.10-22-2009
20090274290Synchronization of Data Within An ACD System - A method and apparatus are provided for synchronizing changes from a plurality of dissimilar automatic contact distributors to an electronic workforce management server. The method includes the steps of determining a type of data received from each of the dissimilar automatic contact distributors and identifying a data criteria for the determined type of data. The method further includes the steps of detecting a difference between the data criteria and data, identifying a correction for the detected difference, reformatting the data based upon the identified correction and saving the reformatted data in a database of the electronic workforce management server.11-05-2009
20100061543SYSTEM AND METHOD FOR A COMPUTERIZED HELPDESK - It is disclosed a system for providing a help desk service to several facilities of various organizations. The system includes a computer network interface, a management unit and a cellular network interface. The computer network interface receives service calls from web browsers operated by users at the facilities, and conveys the service calls to the management unit. The management unit receives service calls originated at a communications channel such as the computer network interfacing the computer network interface, identifies individuals associated with handling the service calls, and outputs messages associated with handling the service calls, and identification of the individuals. The cellular network interface receives the messages and the respective identification of the individuals, and uses SMS to submit the messages to the respective individuals.03-11-2010
20080273686SYSTEMS AND METHODS FOR SCALABLE HUNT-GROUP MANAGEMENT - The present invention provides systems, methods, and apparatus for semi-stateless scalable and distributed management of telephone hunt group features in a PBX. In particular, the invention conducts an auction-like phone call handling process in which phone handling decisions are partially delegated from a central resource to the individual client agents. Briefly, phone handling functions offer available call to agents who then decide which available calls to handle. This auction-like process is preferably implemented using broadcast (or multicast) messaging features so that system components do not need to know or access global state information. Messaging is preferably built on a selected instant messaging protocol.11-06-2008
20080285739Method and Apparatus for Multimedia Interaction Routing According to Agent Capacity Sets - A routing software application for predicting a best routing destination from a pool of considered routing destinations for an incoming event into a communications routing system has a detection module for detecting the arrival of the event for routing; 11-20-2008
20080304649CUSTOMER RELATIONSHIP MANAGEMENT FOR CUSTOMER SERVICE REQUESTS - Information is shared between an agent and a user. Information for a communications service is provided to the user. Information for a related service that relates to the communications service is retrieved. The related service is described to the user. The related service is activated for the user when the agent confirms that the related service has been described to the user.12-11-2008
20080205627METHOD AND APPARATUS FOR PROVIDING TELEPHONE SUPPORT FOR INTERNET SALES - Methods and apparatus for providing manned, e.g., live customer support to customers, e.g., people using the Internet to purchase goods and/or services are described. A person viewing a Web Site, e.g., a customer, is presented with a button which provides the opportunity to talk to a customer service representative. Upon activating the button, e.g., by clicking on it, the customer's computer or other Internet browser device sends a signal, e.g., a call request message, over the Internet indicating that the customer wants to talk with a service representative. The call request message includes the customer's telephone number and/or IP address. In response to the call request message, calling equipment is used to establish a customer service call between the customer and a customer service representative. The equipment can be owned by the telephone company thereby avoiding the need for E-business companies to make investments in telephone equipment. In addition, a customer service representative can be located either at the E-business site or remotely, e.g., at the customer service representative's private home or other site, with the representative being called by the conference equipment as required to service a customer. Voice over IP conference equipment may be used instead or in conjunction with telephone conference equipment where one or both of the customer and service representative have voice over IP capability.08-28-2008
20080247533METHOD AND SYSTEM FOR CALL TO ROLE - Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific telephone number or extension to call and without requiring the customer to select from a series of menus. The receiving location or inbound call center accepts a voice call from a customer. The incoming voice call includes an associated data stream. This data stream is processed by the inbound call center and is used to route the call to the appropriate destination or customer service representative, for example a specific person, a department, a subsidiary, an individual either working within a facility or working outside the facility, a subcontractor and combinations thereof. Additional functionality is provided by including additional data, e.g. data in addition to routing data, along with voice data.10-09-2008
20080267388SYSTEM AND METHOD FOR PROCESSING CALLS IN A CALL CENTER - A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.10-30-2008
20090190742CUSTOMER PREMISES CALL HANDLING - A computer readable storage medium holding a program element for execution by a processor for processing voice calls. The program element comprises an input interface to receive at a customer premises a signal carrying a call request indicative of an incoming voice call, wherein the call request includes a call destination identifier. Also present, a processing element at a customer premises coupled to the input interface. The processing element processes the call destination data to distinguish the call destination identifier from other call destination identifiers that the signal can carry. The processing element also processes the call request to select a handset to which the incoming call is to be linked on the basis of the call destination identifier and links the voice call to the handset. Also provided are a telephone system and method and a telephone system and method involving forwarding calls to voice mail services.07-30-2009
20090190741Method 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
20090097634Method and System for Call Processing - A method and system for call processing to assist call center agents at a call center, where a call in the form of an unstructured voice signal is received from a caller at the call center, the received call is transcribed into readable text data, and keywords are identified in the readable text data to determine a context for the voice signal based on the identified keywords, based on the context identifying and extracting matching entities from a data store, and presenting the extracted entities and possible new queries to the call center agent based on the set of most relevant entities.04-16-2009
20080285738METHOD FOR INTELLIGENT AND AUTOMATED TRANSMISSION OF LOCAL CONTEXT IN CONVERGED SIGNALING - Methods and systems are provided for associating contextual data with communication sessions, in particular in technical help desk scenarios. A context logger service running on a central server or on an individual computing device is used to create a log of application specific, often ephemeral, contextual data for a plurality of applications running one or more systems that are in communication with the context logger service across one or more networks. When a communication session between an initiating entity and a receiving entity to request assistance regarding a subject application running on one of the systems is initiated, and if the communication session is deemed to be a candidate for the automatic association of such context data, at least a portion of the application specific contextual data contained in the log is associated with the communication session and delivered to the receiving entity. The receiving entity uses the associated application specific contextual data to provide the requested assistance, or otherwise improve the operations at the receiving entity.11-20-2008
20090129581METHOD AND APPARATUS FOR PROVISIONING CONTACT HANDLING RESOURCES IN A CONTACT CENTER - A method and apparatus are provided for provisioning call handling resources in a contact handling system. The method includes the steps of identifying a call handling resource within a first contact center, copying call handling data associated with the identified contact handling resource and writing the call handling data into a contact handling structure of a second contact center.05-21-2009
20090316879Method of Unifying Control of Contact Center System - A method and apparatus are provided for processing messages in a networked automatic contact distribution system having a plurality of computer processors. The method includes the steps of a processor of the plurality of processors receiving a configuration message, the processor determining a type of the configuration message from metadata contained within the message and the processor executing a predetermined set of steps based upon the determined type of the configuration message.12-24-2009
20120195422ROUTING CONTACT CENTER INTERACTIONS - In one implementation, customer service is managed by a contact center. The contact center includes a contact center server and an agent device. The contact center receives a customer service interaction, which may be a phone call, a text, an email, a chat, or a website communication. The contact center server accesses external social media to identify a social media post by a customer. The social media posts contain clues as to the subject matter of the customer service interaction. The social media post may be filtered by the customer names, product identities, and/or the nature of the post. In this way, information derived from the social media post is used to select an appropriate customer service agent to handle the customer interaction.08-02-2012
20100172486Determining Presence for Interaction Routing - An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.07-08-2010
20090103709Methods and systems for determining and displaying business relevance of telephonic communications between customers and a contact center - The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.04-23-2009
20100189249CALL PROGRESS ANALYSIS ON THE EDGE OF A VOIP NETWORK - A contact center is provided. The contact center includes a processor; and a memory in communication with the processor. The memory includes computer code executable with the processor. The computer code is configured to place a phone call through a media gateway to a communication device, receive a tone message from the media gateway, the tone message including a call progress event that defines a type of tone that was detected in the audio stream, determine a call treatment as a function of the communication device status, and perform call treatment for the phone call.07-29-2010
20100226489METHOD AND APPARATUS FOR PROVIDING IMPROVED SUPPORT TO USERS ON INTERACTIVE VOICE RESPONSE BREAKOUT SESSION - In one embodiment, a method includes obtaining context information associated with a call into a call center. The context information includes at least one input provided by a caller during the call. The method also includes determining when the caller requests an interaction with an agent associated with the call center, and providing the context information to the agent when the caller requests the interaction with the agent. A communications session is maintained between the caller and the agent when the caller requests the interaction with the agent.09-09-2010
20100226490VIRTUAL CALL CENTER MANAGER - An approach is provided for providing a virtual call center by receiving a request for service from a user (e.g., subscriber) and staffing the virtual call center with virtual agents selected based on the service requirements of the user and the rich presence information of the virtual agents. The rich presence information includes a skill set of the virtual agent, presence status of the virtual agent, location of the virtual agent, calendar information of the virtual agent, communication capability of the virtual agent, mobility of the virtual agent, or a combination thereof.09-09-2010
20090074175Methods, Systems, and Products for Exchanging Health Care Communications - Methods, systems, and products are disclosed for exchanging healthcare communications. An electronic healthcare communication is received and categorized. The electronic healthcare communication is processed according to the categorization of the electronic healthcare communication. A transaction reply is selected when the categorization applies a sender rule. The transaction reply is routed to a non-participant communication device.03-19-2009
20090168990System for Facilitating Loosely Configured Service Worker Groups in a Dynamic Call Center Environment - A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.07-02-2009
20130129072SYSTEMS AND METHODS OF INTRODUCING BENEFICIAL COMMUNICATION LATENCY IN CONTACT HANDLING SYSTEMS - Methods and apparatus for improving a contact with a customer in a contact handling system by introducing a slower expected communication rate to the contact are disclosed. The method can include communication via a first media having a first communication rate. The method can include ceasing communication via the first media. The method can include beginning communication via a second media having a second communication rate slower than the first communication rate. The method can further include ceasing communication via the second media and beginning communication via a third media having a third communication rate faster than the second communication rate.05-23-2013
20130129074SYSTEMS AND METHODS OF SERIAL MEDIA COMMUNICATION IN CONTACT HANDLING SYSTEMS - Methods and apparatus for improving a contact with a customer in a contact handling system are disclosed. The method can include receiving communication from the customer via the first media. The method can include transitioning serially from a first media to a second media. The method can include abandoning the first media during the transition. The method can include receiving communication from the customer via the second media at the contact handling system.05-23-2013
20080267387METHOD AND APPARATUS FOR IMPLEMENTING CALL PROCESSING IN PACKET TELEPHONY NETWORKS - Various method and apparatus are provided to perform call routing, queuing and other call processing in packet telephony networks.10-30-2008
20110235797METHODS AND APPARATUS FOR USE IN COMPUTER-TO-HUMAN ESCALATION - A system and method are provided for escalating a user or customer to a live agent from a conversational agent when predetermined criteria are met. The conversational agent textually converses in so-called natural language interaction and can run on a computer, such as a server. Upon receiving a first query, the conversational agent creates a new case, and interacts with the customer, in an attempt to resolve the case and satisfy the user. The predetermined criteria for escalation may include a determination that the conversational agent is unable to satisfy a computer-to-computer information request. Alternatively, the predetermined criteria may include patterns and/or words associated with frustration, for example, and/or unrecognized query subject matter, high priority queries, for example to increase sales, etc.09-29-2011
20100303224Assisting Contact Center Agents and Customers - A method of receiving a call from a first caller that is requesting for assistance with a product. Once the call center receives the call, a call-processing switch routes the first caller to a first agent. Once the caller is routed to the first agent, a first message is transmitted to both the first caller's terminal and the first agent's terminal. After the first message is presented to the first caller and the first agent, the call-processing switch will monitor the communications stream for distress. During monitoring of the communications stream, the call-processing switch will estimate whether a level of distress is present in the communications stream. If it is estimated by the call-processing switch that there is distress present in the communications stream, the call-processing switch will transmit a second message to the first caller's terminal and the first agent's terminal.12-02-2010
20110033036REAL-TIME AGENT ASSISTANCE - Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.02-10-2011
20100054450NETWORKED 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.03-04-2010
20100054451LIMITING CONTACT IN A NETWORKED CONTACT CENTER ENVIRONMENT - This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.03-04-2010
20110150206CALL CENTER SERVICES SYSTEM AND METHOD - A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller's account information, together with a script based on the likely reason for the call. Data and voice access to agents is combined with specialized methods and systems for determining agent optimization capabilities, thereby allowing multiple call centers located in geographically different areas to operate as a seamless virtual call center, having the capability to dynamically reorganize the structure of available agents, regardless of where located. Real time statistics allow determination of how many agents should be available and what skill sets those agents should have, thereby facilitating management decisions.06-23-2011
20080205626STANDARDS BASED AGENT DESKTOP FOR USE WITH AN OPEN CONTACT CENTER SOLUTION - The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a standard Internet Protocol network using standard protocols. The portal server can be configured to communicate with an agent node via an agent portal, which can consist of multiple agent portlets to present information. The application server can be configured to execute contact center applications that can collect and distribute information via the agent portlets and transfer calls to agents.08-28-2008
20100119053ANALYTIC MEASUREMENT OF ONLINE SOCIAL MEDIA CONTENT - A social media analytics platform including methods, apparatuses and computer-readable media for providing analytic measurements of online social media content by harvesting and aggregating unstructured qualitative online social media conversations relevant to subject matter of interest in a category from one or more online social media sources, quantifying the aggregated online social media conversations, and providing actionable information based on the quantified aggregated online social media conversations, the actionable information including sentiment expressed among online social media participants concerning subject matter of interest in the category.05-13-2010
20110051921Method and System for Controlling Establishment of Communication Channels in a Contact Centre - A method for controlling establishment of a communication channel between a service provider terminal of a contact centre and a service request terminal is disclosed. The method comprises responding to receipt of a request to establish the communication channel by:03-03-2011
20110051920SYSTEMS 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
20090175437CALL TRANSFER BETWEEN DIFFERING EQUIPMENT - Generally, the invention is a device, method, and system for transferring a communication session from a first call center to a second call center. An exemplary system may have a first call center and a second call center. The first call center may have a first call management device, a call information posting device, and one or more agent communication terminals. The first call management device connects at least one telephone call from a customer to an agent communication terminal of the first call center. The call posting device produces a webpage of contact information associated with the customer. The second call center may have a second call management device different from the first call management device, a call information retrieving device, and one or more agent communication terminals. The call information retrieving device accesses the webpage. The second call management device uses the contact information to connect a call from an agent communication terminal of the second call center to the customer.07-09-2009
20100027778METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION - In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.02-04-2010
20090252320System and Method for Multi-Channel Communication Queuing - An apparatus and method for coordinating communication between one or more agents and a plurality of communication channels associated with different media formats such as telephone, email, and fax. A first request in a first media format can be received via a first communication channel and a second request in a second media format can be received via a second communication channel. Agents can be enabled to access requests in one or more of the media formats, and requests can be assigned to agents based on the types of media formats the agents can access, the subject matter of the requests, and/or the agents' skills. The requests can be placed in a queue until an agent is available to accept the request. Rules for assigning requests to agents can be included in a queuing engine. Agents can also decline a request routed to them, and route the request to another agent or return it back to the queue.10-08-2009
20110091030DYNAMIC CALLBACKS FROM A CONTACT CENTER - A contact center is provided. The contract center may include an input and a processor. The input is operable to receive communication from a first contact media type. The processor is operable to respond to communication from the first contact media type by initiating communication with a second contact media type, the first and second contact media types being associated with a contact and the first contact media type being different from the second contact media type.04-21-2011
20090262923METHOD FOR DISPATCHING SERVICE REQUESTS - Techniques for dispatching one or more services requests to one or more agents are provided. The techniques include obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Techniques are also provided for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents.10-22-2009
20120008762SYSTEM AND METHOD FOR PERSONALIZED SERVICES NETWORK CALL CENTER - A networking system and method for assisting a user. The system includes a call center with a plurality of representatives. The user establishes communication with one of the representatives and communicates a problem to the representative. The representative enters the problem into a database including a plurality of affiliates and affiliate information. The database identifies an assistance category and prioritizes a list of affiliates as a function of the affiliate information, the assistance category and the user's information. The representative and the user then select one of the affiliates, and the representative sends the user's information to the selected affiliate. After the referral, the representative follows up with the user to ensure that the service provided by the affiliate was satisfactory.01-12-2012
20120114113Call center system and call service implementation method thereof - The present invention discloses a call center system and a call service implementation method thereof, wherein in the system, a Web access device is used for logging on an instant messaging server based on an instant messaging access of a user and sending instant messaging queuing information to a Computer Telephony Integration (CTI), and initiating an instant messaging request to a seat after receiving queuing result information returned by the CTI; the CTI is used for returning the queuing result information to the Web access device according to the received instant messaging queuing information and sending a Web access service beginning message to the seat; and the seat is used for accepting the instant messaging request initiated by the Web access device according to the received Web access service beginning message and performing an instant messaging. The call center system and the call service implementation method thereof provided by the present invention combines the interaction of the voice access and the operation of network access instant messaging, perfecting the call center system with a single manner of the voice access.05-10-2012
20120250849DYNAMICALLY RECONFIGURABLE DISTRIBUTED INTERACTIVE VOICE RESPONSE SYSTEM - The present invention relates to managing connections between one or more data network interfaces and one or more phone interfaces. In one embodiment, a manager process, running on a computer system receives one or more telephone calls from one or more users over one of the phone interfaces and then accesses one or more profiles associated with each of the users. These profiles have one or more service identifiers and one or more interactive response agent (IRA) identifiers associated with the respective user. A menu of the service identifiers is presented to the user. The manager process looks up an agent address of one of the IRAs that is associated with the service identifier selected by the user from the menu and establishes a session with the associated IRA. A two-way communication with the associated IRA occurs during the session.10-04-2012
20120027196METHOD AND APPARATUS FOR INTERFACING A CUSTOMER WITH A CALL CENTER - A method and apparatus for interfacing a customer with a call center allows information obtained from a Radio Frequency Identification (RFID) tag to be transmitted to the call center to provide additional information about the customer and allow the session to be routed within the call center. The call center may be accessed by telephone, computer, or via another type of customer premises equipment over a voice or data network. The RFID tag may be an identification tag provided to the customer for access to the call center or may be a tag associated with the customer and not specific to the call center. The call center may route calls based on routing information contained in the RFID tag information, customer identity and previous sessions with that customer, personal and demographic information and statistical support records for other sessions involving customers with similar personal and demographic information.02-02-2012
20120027195Automatic Editing out of Sensitive Information in Multimedia Prior to Monitoring and/or Storage - Techniques are provided to automatically edit multimedia associated with call center sessions when producing monitoring and/or recording copies of the multimedia. Multimedia associated with a session between a caller and a call center agent is received. The multimedia from the session is analyzed to determine when sensitive information is to be revealed. The multimedia is edited to mask the sensitive information in a monitored and/or recorded copy of the multimedia.02-02-2012
20100246801METHOD AND SYSTEM FOR MONITORING AND MANAGING MULTI-SOURCED CALL CENTERS - A mid-point call management node subject to monitoring through a workstation communicatively coupled thereto, provides call services (e.g., through extensible markup language (XML), and in particular call control extensible markup language (CCXML) and/or voice extensible markup language (VXML), instructions) for an inbound call received from an originating network at an originating point-of-presence (POP) associated with multiple, disparate call centers, the call services being provided in response to call management application instructions issued according to enterprise-specific strategies for optimizing call handling between the originating POP and domestic and/or international ones of the disparate call centers communicatively coupled thereto. Call center information (e.g., call load information) received at the management node from the multiple call centers may be used in connection with providing the call services. The enterprise-specific strategies may be instantiated as processes for: call routing, load balancing, work force management, and/or customer relationship management.09-30-2010
20100246800SYSTEM AND METHOD FOR MANAGING A CONTACT CENTER WITH A GRAPHICAL CALL CONNECTION METAPHOR - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing communications in a callcenter. The method includes presenting via a GUI to a callcenter agent a set of connected graphical elements representing a structure of a communication session including the callcenter agent and a caller, receiving input via the GUI from the callcenter agent to manipulate at least one graphical element, and performing an action based on the input. Further disclosed herein are systems, methods, and non-transitory computer-readable storage media for monitoring communications in a callcenter. The method includes presenting via a GUI a plurality of sets of connected graphical elements, wherein each set of connected graphical elements represents a structure of a communication session including the callcenter agent and a caller, receiving a selection via the GUI based on at least one graphical element to listen in on an associated communication, and monitoring the associated communication session.09-30-2010
20100246799METHODS AND APPARATUS FOR DEEP INTERACTION ANALYSIS - A method and apparatus for automatically sectioning an interaction into sections, in order to get more insight into interactions. The method and apparatus include training, in which a model is generated upon training interactions and available tagging information, and run-time in which the model is used towards sectioning further interactions. The method and apparatus operate on context units within the interaction, wherein each context unit is characterized by a feature vector relate to textual, acoustic or other characteristics of the context unit.09-30-2010
20100246798SYSTEM AND METHOD FOR DETERMINING A USER REQUEST - A method for determining a user request involves receiving an image at a call center and generating a mathematical representation associated with the image. The method further includes using the image mathematical representation and a pre-selected image mathematical representation (previously associated with an action) to identify a user request that is associated with the image. Also disclosed herein is a system for accomplishing the same.09-30-2010
20120263292DYNAMIC MESSAGE CONTEXT DRIVEN APPLICATION ASSEMBLY FOR CUSTOMER SERVICE AGENT PRODUCTIVITY APPLICATIONS - Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.10-18-2012
20120321070SYSTEMS AND METHODS FOR MANAGING MULTI-TENANT CALLBACK SERVICES - Systems and methods for managing multi-tenant callback services may be provided via a multi-tenant services integration platform. Several multi-tenant software as a service applications may be offered as a hosted software solution via the multi-tenant services integration platform. Various applications may deploy and support a shared tenant and shared services environment where there can be many different customers (companies and users) running in their own virtual partition from a single application instance. The applications may be multi-tenant aware and integrated into an administration portal which integrates several shared tenant services. The tenant model may allow for customized application configurations to be run from a single application instance. Further, improved methods for providing callback management, calculating estimated wait times, and providing for callback initiation may be integrated in such multi-tenant services.12-20-2012
20120321071TECHNICAL SUPPORT AGENT AND TECHNICAL SUPPORT SERVICE DELIVERY PLATFORM - An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.12-20-2012
20110261947VIDEO COLLABORATION CALL CENTER QUEUING - Embodiments of the present invention provide apparatuses and methods for providing improved customer service and sales experiences through collaborative face-to-face interaction between a customer and an expert in another location. Some embodiments of the invention comprise apparatuses and methods for video collaboration between an associate of the business located on-site at the point of inquiry, the customer who requires customer service, and an expert located off-site, typically at a call center. Other embodiments of the invention comprise apparatuses and methods for queuing video collaboration and non-video collaboration calls within a call center. The embodiments of the invention relate to apparatuses and methods that can be used for any business that has on-site point of inquiry centers, but the apparatuses and methods are particularly useful for banking customers who enter banking centers to interact on a face-to-face basis with an expert in the area of the customer's needs.10-27-2011
20120288081LIMITING CONTACT IN A NETWORKED CONTACT CENTER ENVIRONMENT - This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.11-15-2012
20130016824METHOD AND SYSTEM FOR CONTROLLING ESTABLISHMENT OF COMMUNICATION CHANNELS IN A CONTACT CENTER - A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.01-17-2013
20110158398METHOD AND APPARATUS FOR OPTIMIZING CUSTOMER SERVICE ACROSS MULTIPLE CHANNELS - A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.06-30-2011
20080240406SYSTEM AND METHOD FOR THE AUTOMATIC SELECTION OF INTERFACES - The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.10-02-2008
20130170637SYSTEM AND METHOD FOR PROVIDING PERSONALIZATION BADGES FOR ENHANCED CUSTOMER SERVICE EXPERIENCE - A system for providing customized customer service interaction between a user and an enterprise is disclosed. The system includes a badge and a badge reader. The badge is installed at a user device, and the badge reader is installed at the enterprise. The badge is configured to generate an access key for a customer's social network account based on a customer's work request to the enterprise. The badge reader is configured to retrieve user data as permitted by the associated access key from the badge, and route a work request of the user to a suitable agent of the enterprise based on the user data.07-04-2013
20080212767METHOD OF ROUTING PROSPECTIVE OR CURRENT CUSTOMER INFORMATION REQUESTS TO FIND THE BEST CURRENTLY AVAILABLE STAFF MEMBER - A method of routing customer inquires for an organization using an inbound or outbound caller or online echatter, typically in a call center, including steps of engaging in a communication with a customer wherein the customer provides an information inquiry, determining a number of staff members of the organization that are appropriate for responding to the inquiry, sending a first electronic message from the call center to each of the number of staff members for determining whether the staff member is immediately available for responding to the inquiry, receiving a second electronic message from one or more responding staff members indicating that the associated staff member is immediately available for responding to the inquiry (a positive behavioral response), selecting the best qualified staff member of those available, and facilitating direct communication between the selected staff member and the prospective customer.09-04-2008
20130136253SYSTEM AND METHOD FOR TRACKING WEB INTERACTIONS WITH REAL TIME ANALYTICS - A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.05-30-2013
20130101110SYSTEM AND METHOD FOR ATTACHING GEOGRAPHIC INFORMATION TO CUSTOMER REPORTS - The invention relates to methods of managing a geographically distributed sales force and ensuring accurate reporting from geographically distributed customers by the sales force.04-25-2013
20130129076INTERACTION MANAGEMENT - A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self service application, raising alerts to the agent based on the journey, selecting an appropriate agent to whom a session may be routed, raising alerts for a supervisor, enabling the supervisor to track sessions and intervene if required, enable the agent to run commands from an interaction window, push links to launch applications to supplement the primary interaction through appropriate mechanisms, show appropriate responses to the agent on analyzing the session, and providing shortcut keys for the agent to allow the agent to insert appropriate responses into a chat session. Analysis is provided for the sessions, data is extracted from the sessions, and appropriate forms are populated with the data from the session and with agent information.05-23-2013
20130129075SYSTEMS AND METHODS OF USING SOCIAL MEDIA IN CONTACT HANDLING SYSTEMS - Methods and apparatus for facilitation a communication with a customer and a contact handling system are disclosed. The method can include using contact information from a social media network associated with the customer. The method can include receiving a request at the contact handling system to initiate a contact with the customer, the request including information identifying the customer on the social media network. The method can include retrieving contact information associated the customer by way of the social network. The method can include initiating the contact using contact information originating from the social network.05-23-2013
20130129073SYSTEMS AND METHODS OF PARALLEL MEDIA COMMUNICATION IN CONTACT HANDLING SYSTEMS - Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media.05-23-2013
20100316213SYSTEM AND METHOD FOR PROVIDING INSTANT COMMUNICATION BASED CUSTOMER SUPPORT SERVICES USING VOICE RECOGNITION - An approach is provided for managed instant communication (or chat)-based customer support services. Data communication is received, at a customer service platform, from a customer requesting assistance. An instant communication session is established between the customer and an agent at the customer service platform. Speech-to-text conversion operation is activated for the agent, wherein the agent corresponds during the instant communication session by speech. Agent speech correspondence is converted during the instant communication session to text data. Agent correspondence is transmitted to the customer as text data.12-16-2010
20130156178Method and system for managing interactive communications campaigns - A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.06-20-2013
20130182834Method and System to Connect Consumers to Information - This invention provides for a method of (or apparatus for) facilitating the delivery of advice to consumers using a server unit which can store and display the names and characteristics of experts and then rapidly assist in connecting the expert and consumer for real-time communication. The server can also have the ability to receive keywords from the consumer, match those keywords to one or more experts, and tell the consumer how to contact an expert.07-18-2013
20120020473METHOD AND SYSTEM FOR ROUTING TEXT BASED INTERACTIONS - Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.01-26-2012
20130094647MULTI-MODAL MOBILE CUSTOMER CARE SYSTEM - Customer service and/or care providers generally have multiple communications channels (i.e., modes of communications, such as an Internet webpage, live agent telephones, Interactive Voice Response (IVR) system) of communication with which a customer may interact with the customer service provider. Currently, customers must select the communications channel by guessing which communications channel would best accommodate the customer's purpose/need for communicating with the customer service provider. In some scenarios, the customer may select the wrong communications channel because the selected channel is not able to service the customer's need. In another scenario, the customer may select a channel that is more cumbersome to service the customer's particular need than another channel of the customer service provider. Embodiments of the present invention provide an interface that integrates the multiple channels of the customer service provider and recommends a channel based on an identification of a customer service need of the customer.04-18-2013
20130208882COLLABORATION SYSTEM AND METHOD - A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns. Shared data received by individual campaign instances is processed by the receiving campaign against one or more pre-configured business rules to determine whether to modify campaign contact records, campaign dialing patterns and or campaign dialing methods.08-15-2013

Patent applications in class Having a multimedia feature (e.g., connected to Internet, E-mail, etc.)