| Patent application number | Description | Published |
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| 20080205624 | IDENTIFYING CONTACT CENTER AGENTS BASED UPON BIOMETRIC CHARACTERISTICS OF AN AGENT'S SPEECH - The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller. | 08-28-2008 |
| 20080205625 | EXTENDING A STANDARDIZED PRESENCE DOCUMENT TO INCLUDE CONTACT CENTER SPECIFIC ELEMENTS - The present invention extends XML based presence documents to include contact center specific information. The XML presence document can conform to the Common Profiles for Instant Messaging (CPIM) and Presence (CPP) specification. The extended presence documents can permit contact center information to be conveyed across CPP compliant protocol boundaries without modification, with attendant benefits for security and performance. The contact center elements can include, but are not limited to, an agent status, an expertise, an agent level, a utilization rate, an average call time duration, and/or an average number of calls per day. The contact center extensions can be an important component for enabling a presence server to function as a skills based routing component of a standards based contact center, which unlike conventional contact centers can be formed from non-proprietary components that communicate using standard protocols. | 08-28-2008 |
| 20080205626 | STANDARDS 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 |
| 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 |
| 20080219429 | IMPLEMENTING A CONTACT CENTER USING OPEN STANDARDS AND NON-PROPRIETARY COMPONENTS - The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB). | 09-11-2008 |
| 20080318592 | DELIVERING TELEPHONY COMMUNICATIONS TO DEVICES PROXIMATE TO A RECIPIENT AFTER AUTOMATICALLY DETERMINING THE RECIPIENT'S LOCATION - The present invention discloses a communication method and system, which can include a step of repetitively conveying presence information to a service provider to continuously update a current location of a person identified within the presence information. A communication attempt directed towards the person can be detected. A communication device proximate to the person can be determined based upon the presence information. The communication device can be accessible by any proximate individual. The communication device can be one not specifically designated by an originator of the communication attempt. A notification of the communication attempt can be presented in an environment proximate to the determined communication device. The communication can be established responsive to the person answering the notification by activating the communication device. | 12-25-2008 |
| 20090106028 | AUTOMATED TUNING OF SPEECH RECOGNITION PARAMETERS - A method for execution on a server for serving presence information, the method for providing dynamically loaded speech recognition parameters to a speech recognition engine, can be provided. The method can include storing at least one rule for selecting speech recognition parameters, wherein a rule comprises an if-portion including criteria and a then-portion specifying speech recognition parameters that must be used when the criteria is met. The method can further include receiving notice that a speech recognition session has been initiated between a user and the speech recognition engine. The method can further include selecting a first set of speech recognition parameters responsive to executing the at least one rule and providing to the speech recognition engine the first set of speech recognition parameters for performing speech recognition of the user. | 04-23-2009 |
| 20090214004 | TRACKING INDIVIDUALS USING VOICE VERIFICATION - A method for tracking the location of an individual can include selecting a first audio clip from a plurality of audio clips, wherein each audio clip comprises a different question for the individual and wherein a correct answer corresponds to each audio clip. The method can further include initiating a telephone call to a telephone of the individual at a desired location and playing the first audio clip for the individual via the telephone call. The method can further include receiving an oral response to the first audio clip from the individual via the telephone call and executing a speech recognition process upon the oral response. The method can further include comparing the oral response to a voice print of the individual and storing a record indicating that the individual is compliant if the oral response matches the correct answer and the oral response matches the voice print. | 08-27-2009 |
| 20100088016 | ENVIRONMENTALLY AWARE TRAVEL ROUTING - Embodiments of the present invention address deficiencies of the art in respect to automated travel planning and provide a novel and non-obvious method, system and computer program product for generating travel routes. A method for generating a travel route for a vehicle from a first location of the vehicle to a second location can be provided. The method can include comprising calculating a travel route from the first location to the second location, wherein the travel route is based on an environmental effect of the vehicle during the travel route. In one alternative, calculating the environmental effect of the vehicle during the travel route can be executed by calculating emissions of the vehicle during the travel route. In another alternative, the travel route comprises calculating a series of travel segments along said travel route, and the environmental effect of the vehicle during the travel route is calculated by determining a type of environment for each of the travel segments of the travel route. | 04-08-2010 |
