Patent application number | Description | Published |
20100158204 | Indexing recordings of telephony sessions - Improved indexing of telephony sessions is achieved by:
| 06-24-2010 |
20100158237 | Method and Apparatus for Monitoring Contact Center Performance - A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications. A display displays event data for contacts being handled by the contact center in real-time at a supervisor station of the contact center, the displayed event data including the speech event identified in the event notification. | 06-24-2010 |
20100166158 | Method for Analysing an Interactive Voice Response System - Methods for analysing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events. | 07-01-2010 |
20110153378 | Methods and Systems for Managing Customer Contacts in a Contact Center - A computer-implemented method of reserving resources for a customer contacting a contact center. The method includes the steps of identifying the customer associated with a contact received at the contact center, accessing a customer profile to determine at least one non-agent resource to be associated with the contact based on the customer profile; reserving the non-agent resource for the contact; and allocating the non-agent resource to the contact. | 06-23-2011 |
20130111357 | COLLABORATION MANAGEMENT TOOLS FOR CONTACT CENTERS | 05-02-2013 |
20130170400 | Dynamic Hierarchical Address Resource Management Architecture, Method and Apparatus - A Dynamic Hierarchical Address Resource Management Architecture (DHARMA) coordinates a logical hierarchy of address spaces with a virtual topology of network elements using a manageable database environment. Address spaces are apportioned into hierarchical levels in accordance with a network policy. Network elements may be represented as objects, coupled via the logical address space. Both address space hierarchy definition and virtual topology modelling may occur independent from actual network deployment. As a result, multiple address space hierarchy definitions and virtual topologies can be pre-generated and stored for selective use during network deployment. With such an arrangement, a flexible addressing architecture is provided which may advantageously be used in any network that desires dynamic network configuration. The connection between the logical address hierarchy and the virtual network topology may advantageously be implemented through the use of a logical tag that links a virtual network element to a logical address hierarchy level. | 07-04-2013 |
20140237371 | PRESENTATION PACING SYSTEM AND METHOD - A presentation pacing system includes a monitor module for monitoring a time spent by a speaker on one or more slides while presenting a presentation, the presentation having a plurality of slides. The presentation pacing system further includes a compare module for comparing the monitored time with a pre-recorded time associated with the slides. The presentation pacing system further includes a notification module for notifying the speaker for changing pace of the presentation based at least on the comparison. The presentation pacing system further includes a query module for scheduling and presenting queries of audience to the speaker of the presentation during a slide transition. | 08-21-2014 |