Patent application number | Description | Published |
20100036670 | Premises Enabled Mobile Kiosk, Using Customers' Mobile Communication Device - A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact. | 02-11-2010 |
20100121672 | System and method for identifying and managing customer needs - The system monitors the activity of customers, agents, and industry-experts in a network for new topics relevant to a business and the interests in those topics. A determination is made automatically if there is enough interest to warrant adding a skill. If there is not enough interest, the system continues to monitor for topics and interests. If there is enough interest, the system automatically projects a resource needed for a skill. The system monitors internal resources and the network to determine if the resource needed for the skill exists in an internal resource. If the resource needed for the skill exists in an internal resource, the internal resource is reallocated. If the resource needed for the skill does exist in the internal resource, the system monitors the network for an external resource that has the skill. | 05-13-2010 |
20100296646 | INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER - The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication. | 11-25-2010 |
20120084111 | SYSTEM AND METHOD FOR ADAPTIVE MULTIPLE CONTACT ASSIGNMENT - Embodiments of the present invention generally relate to a system and method for adaptively assigning multiple contacts to an agent determined by that agent's current metrics data or effectiveness measure. In one embodiment, there is provided a method for adaptively assigning multiple contacts to an agent in a contact center, comprising providing a reporting engine containing an agent's metrics; providing an assignment engine for assigning multiple contacts to the agent based upon the agent's metrics received from the reporting engine; storing each contact being served by the agent with at least one agent metrics element to be measured by the reporting engine; updating the agent's metrics in the reporting engine based upon the measured at least one metrics element; comparing the agent's updated metrics with stored target metrics; and assigning multiple contacts to the agent when the agent's metrics is within the target metrics. | 04-05-2012 |
20120084217 | SYSTEM AND METHOD FOR RESPONDING TO CHANGING CONDITIONS IN CONTACT CENTERS - Embodiments of the present invention relate to a business continuity system and method where conditional profiles and processes can be set for multiple contact centers with a set of object types while each contact center object is capable of responding uniquely to a changed condition. In accordance with one embodiment, there is provided a contact center management system for managing conditions in a contact center, the system comprising a computer system database for storing conditional profiles, each conditional profile corresponding to a set of varying types of objects associated with a contact center; a condition monitoring unit for receiving condition notifications from the contact center; and a response unit for responding to a received condition notification with a corresponding conditional profile having the set of objects associated with that conditional profile, wherein multiple object types in the set of objects are capable of uniquely responding to the received condition. | 04-05-2012 |
20120183131 | SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD - A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent. | 07-19-2012 |
20130013359 | SYSTEM AND METHOD FOR SCHEDULING BASED ON SERVICE COMPLETION OBJECTIVES - Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time. | 01-10-2013 |
20130041838 | SYSTEM AND METHOD FOR ANALYZING CONTACT CENTER METRICS FOR A HETEROGENEOUS CONTACT CENTER - Provided herein is a system and method to produce a composite rating using context information. The method may include: measuring a first and a second metric in a first and a second context respectively, to provide a first and a second contextual measurement, respectively; transforming the first contextual measurement to a first plurality of semantic context values by use of a first plurality of pertaining functions; transforming the second contextual measurement to a second plurality of semantic context values by use of a second plurality of pertaining functions; combining one or more of the first plurality of semantic context values and one or more of the second plurality of semantic context values, by use of one or more fuzzy logic rules, to produce a plurality of semantic distributions; and calculating a centroid of a merger of the plurality of semantic distributions in order to produce the composite rating. | 02-14-2013 |
20130058475 | SYSTEM AND METHOD FOR PROVIDING SERVICE BY A FIRST AGENT WHILE WAITING FOR A SECOND AGENT - System and method for servicing a contact by a first agent while searching for a second agent to service the contact is provided. At least one agent attribute is used to produce a set of agent attribute values, and at least one contact attribute is used to produce a set of contact attribute values; relating agent attribute values to contact attribute values in order to search for at least one available first agent having at least a first predetermined level of matching attributes; delivering the contact to the first agent; relating agent attribute values to contact attribute values in order to search for at least one second agent having at least a second predetermined level of matching attributes, wherein the second predetermined level is greater than the first predetermined level; waiting until the second agent is available; and replacing the first agent with the second agent to service the contact. | 03-07-2013 |
20130223618 | INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER - The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication. | 08-29-2013 |
20130254233 | SYSTEM AND METHOD FOR CONTEXT-SENSITIVE ADDRESS BOOK - System and method to provide a self-organizing, context aware address book, the method including: receiving sensor data about a status of a user; receiving external data about a status of predetermined contacts of the user; data mining the external data based upon the sensor data and entries within the address book; calculating a respective likelihood value to at least a portion of the entries within the address book; determining a prominence for the portion of entries within the address book; and displaying the portion of entries within the address book with the prominence. | 09-26-2013 |