Class / Patent application number | Description | Number of patent applications / Date published |
379266100 | Call record | 9 |
20090304174 | ACCESS-FREQUENCY ESTIMATING APPARATUS AND COMPUTER PRODUCT - An access-frequency estimating apparatus includes a storage unit that stores hours outside operating hours and for which a second-degree derivative of access frequency distribution for contact centers whose business is similar to that of a contact center subject to estimation is nearly 0, and a coefficient indicating relation between access frequency during operating hours of the other contact centers and access frequency outside the operating hours; an acquiring unit that acquires past access frequencies for operating hours of the contact center; an extracting unit that extracts, from the storage unit, a coefficient expressing relation between the access frequencies for the operating hours and an arbitrary hour outside the operating hours; a first calculating unit that calculates an estimated access frequency for the arbitrary hour of the contact center, based on the past access frequencies acquired and the coefficient; and an output unit that outputs the estimated the access frequency calculated. | 12-10-2009 |
20110002457 | CUSTOMER SERVICE CONTROLLER - Information about a caller is provided to an agent, such as a customer service operator in a customer service call center. In one embodiment, the agent may receive detailed account and/or personal information about the caller before being connected to the actual or live call. For example, the agent receives information from a customer database regarding a customer profile and information from an order database regarding order or transaction information. The customer database and the order database are external to the call center. The agent may modify the customer profile and/or the order or transaction information. The customer database and order database are update accordingly and the information may be transferred along with the call to another agent. | 01-06-2011 |
20110150207 | SYSTEMS AND METHODS FOR DISCOVERING CUSTOMER CENTER INFORMATION - A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources. | 06-23-2011 |
20110280391 | UNIFIED CUSTOMER SERVICE INTERACTIONS - A server device configured to receive first-information associated with a call that was received by a first server device; receive second-information associated with the call, where the second-information is associated with processing of the call by the first server device and at least one second server device; generate a unified record associated with the call, where the unified record includes at least some of the first-information and at least some of the second-information; determine, based on the unified record, that a condition exists with respect to the call; and send an instruction to perform a customer operation with respect to the call when the condition is determined to exist, where the customer operation includes increasing a priority for handling of the call by a customer service agent. | 11-17-2011 |
20120224681 | CONTACT CENTER ROUTING - A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call. | 09-06-2012 |
20140161249 | CONTACT CENTER SESSION PRESERVATION - A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path. | 06-12-2014 |
20140169549 | CALL OCCUPANCY MANAGEMENT - A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents. | 06-19-2014 |
20160036972 | System and Method for Addressing Communication Issues for Contact Center Service Quality - A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session. | 02-04-2016 |
20190149660 | INFORMATION PROCESSING APPARATUS AND INFORMATION PROCESSING SYSTEM | 05-16-2019 |