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2790results about "Manual exchanges" patented technology

Method and system for providing private virtual secure Voice over Internet Protocol communications

A method and system for secure Voice over Internet Protocol (IP) (VoIP) communications. The method and system provide secure VoIP voice calls, video, Instant Messaging (IM), Short Message Services (SMS), or Peer-to-Peer (P2P) communications while maintaining privacy over the Internet and other communications networks such as the pubic switched telephone network (PSTN) to and from any network device through a virtual private network infrastructure interconnecting private VoIP network devices. The method and system allow a network device to function as an IP private branch exchange (PBX) or a private VoIP gateway and provide and control VoIP voice communications without using other public or private VoIP gateways or VoIP servers or devices on a communications network such as the PSTN or the Internet.
Owner:LESAVICH HIGH TECH LAW GRP SC

System and method for analyzing system user behavior

A system and method for monitoring and analyzing user activity of an interactive system, providing insight and recommendations to improve the interactive system based on the user activity. The present invention analyzes user behavior in the context of the structure of the interactive system as experienced by the user, the analysis of business-critical user tasks, the automated generation of recommendations for improving the interactive system, reports on the interactive system's application logic and data, unique visualizations of user behavior through the use of graphical displays, and secure report viewing and creation. The present invention can be applied to number of interactive systems or a combination thereof.
Owner:IGNITE ENTERPISE SOFTWARE SOLUTIONS INC

Analytic 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.
Owner:BUZZIENT

Contact center system capable of handling multiple media types of contacts and method for using the same

InactiveUS7092509B1Efficiently and effectively handlingManual exchangesAutomatic exchangesMedia typeContact center
A contact center system and method employing a plurality of agent workstations, and which includes a queuing component, capable of receiving contacts of different media-types, such as telephone calls, e-mails, facsimiles, web chat, voice over internet protocol, and so on, and maintaining the different media types contacts in a common queue while awaiting routing to the agent workstations. The system further comprises a routing component which routes the queued contacts to the agents based on criteria of the contacts, criteria of the agents, or both. A media changing component of the system is capable of changing a media-type of any of the media-type contacts to generate a changed media-type contact, while the queuing component is capable of entering the changed media-type contact in the common queue, and the routing component is capable of routting the queued changed media-type contact to at least one of the workstations. A contact handling component initiates an event at any of the workstations in response to the contact being routed to the workstation, so that an agent at the workstation can handle the contact as appropriate.
Owner:MICROLOG

Method and system for self-service scheduling of inbound inquiries

A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Operator wait time is regulated by forcing low priority and / or highly tolerant inbound inquiries to self service.

System and method for implementing wait time estimation in automatic call distribution queues

A system and method for predicting the wait time of a caller to a call center is disclosed. The call center associates a set of agents to which the caller may be queued. This set of agents selected may depend on the skills that each agent possesses, the type of service request made by the caller, caller priority, time of day, day of week and other conditions. An initial wait time estimate may then be given to the caller who is just queued. As a caller's conditions may dynamically change, a caller's position in the queue may also change as well as the pool of available agents. Periodic wait time estimate updates may also be given to the queued caller. A caller's wait time may be estimated based upon mean inter-arrival times for recently past calls into the call center. An average inter-arrival time may be calculated for the last several calls. Alternatively, a caller's wait time may be estimated based upon calls that are recently queued and dequeued. A table of values, Wnj, are maintained wherein each such value denoting the jth recent wait time of calls arriving with n calls already in the queue. An average value, Wn, for each n among all such Wnj, is thus calculated and a caller's estimated wait time is thus given, depending on how many calls are in the queue at the time of calling.
Owner:ENTERPRISE SYST TECH S A R L

Call center agent selection that optimizes call wait times

Selection of a suitable call-center agent (106-108) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a particular skill becomes available (200), all skills of agents in the agent queue (131-139) corresponding to the particular skill are determined (202, 204). The agent queues corresponding to the determined skills are checked (206) to determine which ones identify only one agent. For each available agent having the particular skill, the number of agent queues which identify this agent as their only agent is computed (208). The available agent having the lowest computed number is selected (210) to handle the call. This minimizes the number of skills that will be left without an available agent to handle subsequent calls, and thus tends to maximize the probability that a next call will also have a suitable agent already available and not have to wait for one to become available, thereby optimizing call wait times.
Owner:AVAYA INC

System and method for the creation and automatic deployment of personalized dynamic and interactive voice services

This invention relates to a system and method for creation and automatic deployment of personalized, dynamic and interactive voice services, including information derived from on-line analytical processing (OLAP) systems and other data repositories. More specifically, the invention relates to a system and method that enable personalized delivery of information in real-time, via natural language voice communication with a voice-enabled terminal device. The system and method combines personalized information broadcast technology with an active voice page. An active voice page is created by the system, stored in a call database and used to generate dynamic voice menus. A call server retrieves the AVP from the call database and delivers the content of the service by dialing a subscriber's telephone number, speaking message text to the subscriber and recording the subscriber's input in response to the call menus. A unique AVP is generated for each subscriber scheduled to receive voice service content.
Owner:MICROSTRATEGY

Apparatus and method for visually representing behavior of a user of an automated response system

A system for visually representing user behavior within an interactive voice response (IVR) system of a call processing center generates a complete sequence of events within the IVR system for plural calls to the call processing center, the plurality of calls being recorded from end to end. A call flow of the IVR system is modeled as a non-deterministic finite-state machine, such that a start state of the finite-state machine represents a first prompt of the IVR system, other states of the finite-state machine represent subsequent prompts at which a branching occurs in the call flow of the IVR system, exit conditions are represented as end states, and transitions of the finite-state machine represent transitions between call flow states triggered by data inputted by a user or by internal processing of the IVR system. The complete sequences of events for the plural calls are provided to the finite-state machine to produce a two-way matrix of several counters. The data from the two-way matrix is represented as a state-transition diagram.
Owner:CX360 INC +1

Technique for providing personalized information and communications services

A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information / call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services include, e.g., providing listing information, contacts information, appointments information, etc. To provide effective connectivity, for example, when a user locates a phone number in his / her private directory using a web browser, the user may utilize a direct connect feature of the invention to initiate a phone call to the desired number over the Internet. In addition, the invention allows for delivery of the appointments information to the user not only via voice connection, but also SMS, email, facsimile, PDA, etc. It also allows for rendering a calendaring service in combination with such services as a TeleConcierge® service which helps the user to plan a future event, e.g., making a restaurant reservation. An appointment record concerning the future event is automatically incorporated into the user's calendar once it is successfully planned. To personalize the services, at least one profile associated with the user is used which specifies the subscribed services and the preferred ways of receiving them. For example, the profile may specify use of a special skilled operator, methods of delivery of information to the user, etc.
Owner:GRAPE TECH GROUP

Displaying analytic measurement of online social media content in a graphical user interface

Methods, apparatuses, and computer-readable media for displaying one or more visualizations of quantitative measurements of the sentiment expressed among online social media participants concerning subject matter of interest in a category. Embodiments are configured for displaying how the sentiment among the online social media participants trends over time and how the sentiment trends with respect to social media source or groups of sources. Embodiments display the actionable information in a graphical interface in an intuitive and user-friendly manner at different levels of granularity that enables the quantified online social media content to be grouped and filtered in a variety of default and / or customizable ways.
Owner:BUZZIENT

Telecommunication call distribution system

A call center server architecture supporting service transactions between service customers and service agents who can be either local to or in geographic distributed locations relative to the call center. The call center server architecture includes an inbound voice packetizer providing a PSTN line interface to the call center, a call center server system, coupled to said inbound voice packetizer, that provides for the execution of call center server control applications, and a router, coupled among said inbound voice packetizer, the call center server system, and, through a network interface to any combination of intra- and extranets, to service agent terminal equipment. The call center server control applications dynamically determine the routing and distribution of service requests received from service customers to service agents and are dynamically responsive to determinations of inadequate quality of service for individual communications channels. The call center server control applications provide for the controlled interruption of a predetermined service transaction while establishing a new communications channel having an adequate quality of service.
Owner:SALAME MANSOUR A

System and Method for Integrated Workforce and Quality Management

Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.
Owner:VERINT AMERICAS

Teleconferencing bridge with EdgePoint mixing

In accordance with the principles of the present invention, an audio-conference bridging system and method are provided. The present invention discards the traditional notion of a single mixing function for a conference. Instead, the novel, flexible design of the present invention provides a separate mixing function for each participant in the conference. This new architecture is described generally herein as “EdgePoint mixing.” EdgePoint mixing overcomes limitations of traditional conferencing systems by providing each participant control over his / her conference experience. EdgePoint mixing also allows, when desired, the simulation of a “real-life” conference by permitting each participant to receive a distinctly mixed audio signal from the conference depending on the speaker's “position” within a virtual conference world. The present invention also preferably accommodates participants of different qualities of service. Each participant, thus, is able to enjoy the highest-level conferencing experience that his / her own connection and equipment will permit.
Owner:GOOGLE TECH HLDG LLC

Dynamic customer satisfaction routing

ActiveUS20060262922A1Facilitates certain triggerFacilitates thresholdManual exchangesAutomatic exchangesKnowledge managementElectronic mail
The present invention provides a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability / performance. Input from customer experiences, whether originating from the customer, agent, or agent supervisor, is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone / IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and / or post-call, -chat, -CallBack, or -email input from a call center user.
Owner:ORACLE INT CORP

Negotiated routing in telephony systems

A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC / VDU), the PC / VDO connected to the SCP via a wide area network (WAN), and a personal router associated with each PC / VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC / VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced. Individual routers in this instance may be executed on a server on a local area network connecting workstations at the call center, the server providing individual routers to workstations in a client-server relationship.
Owner:GENESYS TELECOMM LAB INC AS GRANTOR +3

Method and system for scheduling inbound inquiries

A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. The inbound call may be placed on a virtual hold or be responded to on a real-time basis based on the inbound inquiry's priority value. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Forecasted outcomes are based on the goal of the inbound calls and include factors such as probability an inbound caller will hang up, probability that an inbound caller will alter a business relationship based on hold time, probability that an inbound caller will make a purchase, and the relative probable reward of responding to an inbound call.
Owner:UNWIRED BROADBAND INC

Multimedia telecommunication automatic call distribution system using internet/PSTN call routing

A multimedia telecommunication automatic call distribution center which allows access to the call center via a plurality of access means, including telephone and data networks to provide simultaneous voice, data, and video access, and ensures effective transparent spreading of agents over different geographical locations. The automatic call distribution center of the present invention uses a multimedia automatic call distribution server acting as connection manager for data network callers and provides for automatic caller identification.
Owner:COSMO INC

System 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.
Owner:NICE LTD

Agent training sensitive call routing system

InactiveUS7110525B1Optimize long-term call center operationHigh short-term efficiencyManual exchangesAutomatic exchangesSkill setsCall routing
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
Owner:HELLER TOBY +1

System and method for adaptive call management

A system for adaptive call management, comprising a network-connected call manager server and a call switching means coupled to the call manager server and adapted to deliver calls to a selected target via a plurality of media channels, wherein upon receipt of a call quality indicium from a call quality monitoring means associated a media channel, the call manager server selects a specific media channel, is disclosed.
Owner:SERENOVA LLC
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