Method and apparatus for providing result-oriented customer service

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 5963635
SERIAL NO

08764324

Stats

ATTORNEY / AGENT: (SPONSORED)

Importance

Loading Importance Indicators... loading....

Abstract

See full text

The automated customer service system maintains and uses a list of available resources, such as an agent qualification profile, in conjunction with a customer sensitivity profile, to automatically assign available resources, such as agents, to the various campaigns. The agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The customer sensitivity profile contains information regarding the manner, time and date, and location for contact which are preferred by the customer. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which resources, such as agents, meet which requirements, and whether there are adequate resources to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the resources in accordance with a preplanned priority or procedure in the event that there are not adequate resources available.

Loading the Abstract Image... loading....

First Claim

See full text

Family

Loading Family data... loading....

Patent Owner(s)

Patent OwnerAddressTotal Patents
Aspect Software, Inc.WESTFORD, MA192
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENTGUILFORD, CT527

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Owen, James E Smyrna, GA 53 1228
Szlam, Aleksander Norcross, GA 33 2897

Cited Art Landscape

Patent Info (Count) # Cites Year
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (6)
* 5343518 System and method for controlling the dialing order of call record lists in an automated dialing system 57 1993
* 5436965 Method and system for optimization of telephone contact campaigns 197 1993
* 5517566 Method for allocating agent resources to multiple telephone call campaigns 41 1994
* 5594790 Method for selecting and controlling the automatic dialing of a call record campaign 65 1994
* 5592543 Method and system for allocating agent resources to a telephone call campaign 82 1996
* 5790650 Telephone call center management system which supports multi-user and separate private applications 138 1996
 
AVAYA INC. (1)
* 5185782 ACD arrangement for automatically returning a call at a time specified by the original caller 221 1991
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (19)
* 2004/0022,383 Method and system for remote call dialing and answering 9 2002
7023979 Telephony control system with intelligent call routing 360 2003
7676034 Method and system for matching entities in an auction 86 2004
* 2004/0229,954 Selective manipulation of triglyceride, HDL and LDL parameters with 6-(5-carboxy-5-methyl-hexyloxy)-2,2-dimethylhexanoic acid monocalcium salt 1 2004
7155614 System and method for single sign on process for websites with multiples applications and services 22 2006
7269253 Telephony control system with intelligent call routing 76 2006
7916858 Agent training sensitive call routing system 53 2006
8300798 Intelligent communication routing system and method 49 2007
7894595 Telephony control system with intelligent call routing 15 2008
9456086 Method and system for matching entities in an auction 1 2010
* 2012/0095,810 LARGE SCALE PRIVACY PROTECTED CAMPAIGN MOBILIZATION METHOD 7 2010
8582753 Agent training sensitive call routing system 4 2011
* 2012/0130,763 Method and System of Selecting Representatives Based On Various Criteria 2 2011
8831205 Intelligent communication routing 7 2013
8971519 Agent training sensitive call routing system 6 2013
9736308 Intelligent communication routing 0 2014
9635177 Agent training sensitive call routing system 0 2015
9807239 Intelligent communication routing system and method 0 2015
9819561 System and methods for facilitating object assignments 0 2016
 
SECURUS TECHNOLOGIES, INC. (2)
* 9026468 System and method for proactively establishing a third-party payment account for services rendered to a resident of a controlled-environment facility 1 2008
* 2015/0310,400 System and Method for Proactively Establishing a Third-Party Payment Account for Services Rendered to a Resident of a Controlled-Environment Facility 0 2015
 
Microlog Corporation (1)
7092509 Contact center system capable of handling multiple media types of contacts and method for using the same 160 1999
 
WELLS FARGO CAPITAL FINANCE, LLC (5)
* 8995648 Processing an outbound call campaign having multiple abandonment rates 0 2013
9020141 Processing an outbound call campaign having multiple abandonment rates 0 2015
* RE46478 System and method for preemptive goals based routing of contact records 0 2015
* RE46467 Method and system for distributing outbound telephone calls 0 2015
* RE46420 Method and system for distributing outbound telephone calls 0 2015
 
SECURUS TECHNOLOGIES HOLDINGS, INC. (1)
* 7492881 Intelligent queuing of transaction records 3 2003
 
NOKIA SOLUTIONS AND NETWORKS GMBH & CO. KG (2)
* 9060060 Efficient utilization of IVR resources supplied to switching systems 0 2003
* 2005/0163,288 Efficient utilization of ivr resources supplied to switching systems 7 2004
 
JP Morgan Chase Bank (1)
7941533 System and method for single sign-on session management without central server 9 2002
 
HYDROGENICS CORPORATION (6)
6889147 System, computer program product and method for controlling a fuel cell testing device 4 2002
* 2004/0054,483 System and method for controlling a fuel cell testing device 0 2002
6978224 Alarm recovery system and method for fuel cell testing systems 3 2004
* 2004/0267,467 Alarm recovery system and method for fuel cell testing systems 1 2004
7149641 System and method for controlling a fuel cell testing device 1 2004
* 2005/0075,816 System and method for controlling a fuel cell testing device 0 2004
 
AT&T INTELLECTUAL PROPERTY I, L.P. (15)
7616755 Efficiency report generator 1 2003
7551602 Resource assignment in a distributed environment 17 2003
7499844 Method and system for predicting network usage in a network having re-occurring usage variations 17 2003
* 7321657 Dynamic force management system 7 2003
* 2005/0165,930 Resource assignment in a distributed environment 19 2003
* 2005/0160,142 Dynamic force management system 10 2003
* 2005/0137,893 Efficiency report generator 7 2003
* 2005/0135,601 Force management automatic call distribution and resource allocation control system 23 2003
8111811 Methods, devices and computer program products for providing customer service call direction based upon remote diagnostics 4 2006
* 2008/0095,325 Methods, devices and computer program products for providing customer service call direction based upon remote diagnostics 6 2006
7657022 Method and system for performing automated telemarketing 3 2007
7920552 Resource assignment in a distributed environment 4 2009
* 2009/0210,535 RESOURCE ASSIGNMENT IN A DISTRIBUTED ENVIRONMENT 3 2009
8045699 Method and system for performing automated telemarketing 0 2009
* 2010/0074,421 METHOD AND SYSTEM FOR PERFORMING AUTOMATED TELEMARKETING 7 2009
 
ANitec Verification, Inc. (1)
* 6275940 Methods for verifying information during telemarketing operations 65 2000
 
ANDERSEN CONSULTING LLP (1)
7353182 System and method for providing a multi-channel customer interaction center 113 2000
 
AVAYA INC. (67)
7844504 Routing based on the contents of a shopping cart 10 2000
* 7043005 Call processing with statistical weighting of scripts in a communication system switch 0 2002
* 2003/0147,521 Call processing with statistical weighting of scripts in a communication system switch 0 2002
7415417 Presence awareness agent 26 2002
7336779 Topical dynamic chat 49 2002
7620169 Waiting but not ready 1 2002
* 7170990 Autonomous dispatcher method and apparatus 2 2002
* 2003/0233,402 Autonomous dispatcher method and apparatus 0 2002
* 6847714 Accent-based matching of a communicant with a call-center agent 21 2002
8094804 Method and apparatus for assessing the status of work waiting for service 5 2003
7770175 Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal 6 2003
7729490 Post-termination contact management 21 2004
7885401 Method and apparatus to forecast the availability of a resource 6 2004
8000989 Using true value in routing work items to resources 57 2004
7734032 Contact center and method for tracking and acting on one and done customer contacts 65 2004
7953859 Data model of participation in multi-channel and multi-party contacts 19 2004
7711104 Multi-tasking tracking agent 29 2004
7949123 Wait time predictor for long shelf-life work 4 2004
7657021 Method and apparatus for global call queue in a global call center 12 2005
8234141 Dynamic work assignment strategies based on multiple aspects of agent proficiency 4 2005
7949121 Method and apparatus for the simultaneous delivery of multiple contacts to an agent 12 2005
7567653 Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources 23 2005
7817796 Coordinating work assignments for contact center agents 11 2005
7809127 Method for discovering problem agent behaviors 2 2005
7779042 Deferred control of surrogate key generation in a distributed processing architecture 7 2005
7881450 Answer on hold notification 5 2005
8577015 Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization 3 2005
8116446 Agent driven work item awareness for tuning routing engine work-assignment algorithms 8 2005
8073129 Work item relation awareness for agents during routing engine driven sub-optimal work assignments 8 2005
7822587 Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior 5 2005
8411843 Next agent available notification 2 2005
7787609 Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills 49 2005
7752230 Data extensibility using external database tables 4 2005
8238541 Intent based skill-set classification for accurate, automatic determination of agent skills 10 2006
8737173 Date and time dimensions for contact center reporting in arbitrary international time zones 2 2006
8442197 Telephone-based user interface for participating simultaneously in more than one teleconference 5 2006
7936867 Multi-service request within a contact center 86 2006
8391463 Method and apparatus for identifying related contacts 4 2006
8938063 Contact center service monitoring and correcting 4 2006
8855292 Agent-enabled queue bypass to agent 3 2006
7835514 Provide a graceful transfer out of active wait treatment 3 2006
8811597 Contact center performance prediction 4 2006
8499301 Dynamically allocating server resources to competing classes of work based upon achievement of service goals 1 2006
8767944 Mechanism for status and control communication over SIP using CODEC tunneling 0 2007
7747705 Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails 13 2007
8504534 Database structures and administration techniques for generalized localization of database items 0 2007
8831206 Automated, data-based mechanism to detect evolution of employee skills 0 2008
8385532 Real-time detective 6 2008
9025761 Method and apparatus for assessing the status of work waiting for service 0 2008
8891747 Method and apparatus for assessing the status of work waiting for service 0 2008
8751274 Method and apparatus for assessing the status of work waiting for service 1 2008
8856182 Report database dependency tracing through business intelligence metadata 1 2008
8116237 Clearing house for publish/subscribe of status data from distributed telecommunications systems 2 2008
8731177 Data model of participation in multi-channel and multi-party contacts 2 2008
8621011 Treatment of web feeds as work assignment in a contact center 3 2009
8964958 Grid-based contact center 3 2009
8644491 Mechanism for multisite service state description 0 2009
8385533 Bidding work assignment on conference/subscribe RTP clearing house 0 2009
8565386 Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints 0 2009
9516069 Packet headers as a trigger for automatic activation of special-purpose softphone applications 0 2009
8306212 Time-based work assignments in automated contact distribution 1 2010
8457300 Instant message contact management in a contact center 5 2010
8578396 Deferred control of surrogate key generation in a distributed processing architecture 0 2010
8675860 Training optimizer for contact center agents 5 2012
8873739 Instant message contact management in a contact center 0 2013
* 9258424 Prioritize contact numbers of customers in real time 0 2013
* 2014/0348,318 PRIORITIZE CONTACT NUMBERS OF CUSTOMERS IN REAL TIME 0 2013
 
LENOVO INNOVATIONS LIMITED (HONG KONG) (1)
* 6449357 Queuing status reporting apparatus 5 1999
 
CANON KABUSHIKI KAISHA (1)
* 2002/0065,710 Server with help function, control method for server and system having server, storage medium storing program realizing such method 2 2001
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (9)
* 2002/0194,047 End-to-end service delivery (post-sale) process 40 2001
* 2003/0091,031 Variable pricing structure for transmitting packets across a communications link 8 2002
* 2006/0212,337 Method and system for automatic assignment of sales opportunities to human agents 9 2005
* 2006/0241,996 Method, system and program product for monitoring work items 18 2005
* 7487408 Deferring error reporting for a storage device to align with staffing levels at a service center 3 2005
* 2007/0005,542 Apparatus, system, and method for regulating error reporting 1 2005
* 8666040 Analyzing Speech Application Performance 0 2006
* 2008/0084,971 Analyzing Speech Application Performance 7 2006
8929519 Analyzing speech application performance 0 2013
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (13)
* 6766012 System and method for allocating agent resources to a telephone call campaign based on agent productivity 60 1999
6775378 Blended agent contact center 79 1999
6832203 Skills based contact routing 100 1999
6707906 Outbound calling system in a contact center 47 2000
6766011 Method and apparatus for controlling a contact center 10 2000
6778951 Information retrieval method with natural language interface 133 2000
* 6931112 User invoked directed outdial method and apparatus 39 2000
* 8041023 System and method of using a phone to access information in a call center 2 2000
6778660 Customer interaction system 35 2001
* 6708039 System and method for integrating text messaging to an outboard call system 9 2002
7190774 User invoked directed outdial method and apparatus 8 2002
* 2003/0068,029 User invoked directed outdial method and apparatus 1 2002
7761323 Method and system for scheduling a customer service callback 16 2003
 
CELLIT, INC. (1)
7230927 Non-blocking expandable call center architecture 6 1999
 
BELLSOUTH INTELLECTUAL PROPERTY CORPORATION (5)
7539297 Generation of automated recommended parameter changes based on force management system (FMS) data analysis 2 2003
7406171 Agent scheduler incorporating agent profiles 3 2003
* 2005/0135,600 Generation of automated recommended parameter changes based on force management system (FMS) data analysis 38 2003
8781099 Dynamic force management system 0 2007
* 2008/0097,819 Dynamic Force Management System 8 2007
 
ENVISION TELEPHONY, INC. (1)
* 2006/0177,803 System and method for training distribution management 17 2005
 
SIEMENS AKTIENGESELLSCHAFT (1)
* 2003/0151,763 Method and device for the request of data required for the execution of operations at a technical installation 0 2003
 
TERADATA US, INC. (1)
* 2002/0087,385 System and method for suggesting interaction strategies to a customer service representative 112 2000
 
AMADESA, INC. (1)
9396436 Method and system for providing targeted content to a surfer 10 2014
 
SOUND VIEW INNOVATIONS, LLC (1)
* 6526125 System and method for automatic location identification discrepancy notification 45 1999
 
XSELL, LLC (2)
* 2005/0286,709 Customer service marketing 70 2005
* 2008/0215,445 CUSTOMER SERVICE MARKETING 2 2008
 
ACCENTURE GLOBAL SERVICES LIMITED (3)
7403923 Debt collection practices 12 2001
* 2003/0078,881 Debt collection practices 37 2001
7401050 Method to improve debt collection practices 12 2002
 
AT&T INTELLECTUAL PROPERTY, INC. (1)
* 7280651 Method and system for performing automated telemarketing 20 2003
 
COLLARITY, INC. (1)
8875038 Anchoring for content synchronization 0 2011
 
NOBLE SYSTEMS CORPORATION (6)
* 7142662 Method and system for distributing outbound telephone calls 8 2001
* 2002/0006,193 Method and system for distributing out bound telephone calls 71 2001
* 7103173 System and method for preemptive goals based routing of contact records 21 2002
* 7054434 System and method for common account based routing of contact records 25 2003
* 7502460 Method and system for distributing outbound telephone calls 9 2007
* 2008/0118,050 Method and System for Distributing Outbound Telephone Calls 3 2007
 
KNOWLAGENT, INC. (1)
* 2006/0256,953 Method and system for improving workforce performance in a contact center 39 2005
 
NCR CORPORATION (1)
* 6718330 Predictive internet automatic work distributor (Pre-IAWD) and proactive internet automatic work distributor (Pro-IAWD) 22 1999
 
NUANCE COMMUNICATIONS, INC. (1)
* 8509399 User profile based speech to text conversion for visual voice mail 1 2012
 
Kawasaki Steel Systems R & D Corporation (1)
* 2007/0127,687 Call center operations system 2 2006
 
AMEDESA, LTD (2)
8799200 Method and system for creating a predictive model for targeting webpage to a surfer 20 2009
8762313 Method and system for creating a predictive model for targeting web-page to a surfer 31 2011
 
Live Person, Inc. (1)
9336487 Method and system for creating a predictive model for targeting webpage to a surfer 11 2014
 
LIVEPERSON, INC. (25)
8868448 Systems and methods to facilitate selling of products and services 20 2001
7526439 Systems and methods to facilitate selling of products and services 38 2002
7739149 Systems and methods to facilitate selling of products and services 30 2004
* 7657465 Systems and methods to facilitate selling of products and services 45 2004
* 2005/0044,008 Systems and methods to facilitate selling of products and services 20 2004
8738732 System and method for performing follow up based on user interactions 19 2006
9432468 System and method for design and dynamic generation of a web page 6 2006
8805844 Expert search 18 2010
8918465 Authentication of service requests initiated from a social networking site 17 2010
9767212 System and method for dynamically enabling customized web content and applications 0 2011
8943002 Analytics driven engagement 17 2012
8805941 Occasionally-connected computing interface 18 2012
9672196 Methods and systems for presenting specialized content using campaign metrics 0 2013
9350598 Authentication of service requests using a communications initiation feature 7 2013
9563336 Dynamic user interface customization 0 2013
9525745 System and method for performing follow up based on user interactions 1 2014
9104970 Method and system for creating a predictive model for targeting web-page to a surfer 17 2014
9576292 Systems and methods to facilitate selling of products and services 0 2014
9569537 System and method for facilitating interactions 0 2014
9331969 Occasionally-connected computing interface 7 2014
9582579 System and method for facilitating communication 1 2014
9558276 Systems and methods for facilitating participation 0 2014
9563707 System and methods for searching and communication 0 2015
9396295 Method and system for creating a predictive model for targeting web-page to a surfer 6 2015
9590930 System and method for performing follow up based on user interactions 0 2015
 
CREDIT SUISSE, CAYMAN ISLANDS BRANCH (2)
* 7788286 Method and apparatus for multi-contact scheduling 2 2005
* 2005/0125,439 Method and apparatus for multi-contact scheduling 38 2005
 
INTRADIEM, INC. (7)
6628777 Method and system for scheduled delivery of training to call center agents 69 1999
6324282 Method and system for delivery of individualized training to call center agents 267 2000
7043193 Versatile resource computer-based training system 29 2000
6459787 Method and system for delivery of individualized training to call center agents 170 2001
6775377 Method and system for delivery of individualized training to call center agents 169 2002
7174010 System and method for increasing completion of training 31 2002
7158628 Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state 101 2003
 
WSOU INVESTMENTS, LLC (1)
* 6597765 System and method for multiple language access in a telephone network 19 1998
 
J.P. Morgan Chase Bank, N.A. (1)
7392386 Setuid-filter method for providing secure access to a credentials store for computer systems 1 2004
 
JPMORGAN CHASE BANK, N.A. (53)
8571975 System and method for sending money via E-mail over the internet 2 1999
7426530 System and method for providing customers with seamless entry to a remote server 33 2000
7058817 System and method for single sign on process for websites with multiple applications and services 94 2000
7321864 System and method for providing funding approval associated with a project based on a document collection 123 2000
7246263 System and method for portal infrastructure tracking 17 2001
* 7103556 System and method for aggregate portfolio client support 125 2001
* 2004/0162,773 System and method for aggregate portfolio client support 64 2001
8438086 System and method for providing customers with seamless entry to a remote server 1 2001
7987501 System and method for single session sign-on 15 2001
7246324 Method and system for data capture with hidden applets 12 2002
7143174 Method and system for delayed cookie transmission in a client-server architecture 6 2002
7472171 Method and system for determining receipt of a delayed cookie in a client-server architecture 17 2002
8266437 Electronic vouchers and a system and method for issuing the same 0 2002
7689504 System and method for establishing or modifying an account with user selectable terms 42 2002
8301493 System and method for providing incentives to consumers to share information 1 2002
7353383 System and method for single session sign-on with cryptography 32 2003
7376838 Method for controlled and audited access to privileged accounts on computer systems 16 2003
7421696 Methods and systems for managing successful completion of a network of processes 1 2004
8190893 Portable security transaction protocol 13 2004
7676751 System and method for processing applicant input information 21 2004
8185877 System and method for testing applications 36 2005
7756816 System and method for network-based project management 3 2005
7783578 System for providing cardless payment 5 2006
7461265 System and method for single sign on process for websites with multiple applications and services 20 2006
7444672 System and method for single sign on process for websites with multiple applications and services 22 2006
8583926 System and method for anti-phishing authentication 4 2006
9646304 System for providing cardless payment 0 2006
8145522 System and method for establishing or modifying an account with user selectable terms 33 2006
8793490 Systems and methods for multifactor authentication 4 2006
7966496 System and method for single sign on process for websites with multiple applications and services 15 2006
8335855 System and method for portal infrastructure tracking 2 2007
8185940 System and method for providing discriminated content to network users 2 2007
7685013 System and method for automatic financial project management 26 2007
8849716 System and method for preventing identity theft or misuse by restricting access 2 2007
8473735 Systems and methods for managing digital certificates 5 2008
8590008 System and method for single sign on process for websites with multiple applications and services 14 2008
8321682 System and method for generating and managing administrator passwords 3 2009
8160960 System and method for rapid updating of credit information 37 2009
8732072 System and method for establishing or modifying an account with user selectable terms 0 2010
9608826 System and method for partner key management 0 2010
8358771 System and method for managing customer communications over communication channels 16 2010
8458070 System and method for providing customers with seamless entry to a remote server 0 2012
8549315 System and method for generating and managing administrator passwords 1 2012
8533000 System and method for integrated customer management 0 2012
8688460 System and method for integrated customer management 0 2012
8989366 System and method for managing customer communications over communication channels 2 2012
9710851 System and method for generating graphical user interface 0 2013
8726011 Systems and methods for managing digital certificates 0 2013
9374366 System and method for anti-phishing authentication 0 2013
9419957 Confidence-based authentication 0 2014
9240012 Systems and methods for multifactor authentication 0 2014
9679293 Systems and methods for multifactor authentication 0 2015
9661021 System and method for anti-phishing authentication 0 2016
 
TELSTRA NEW WAVE PTY LTD. (2)
8645828 Management system for a contact center 0 2002
* 2004/0088,300 Management system for a contact centre 25 2003
 
AMEDESA, INC. (1)
8954539 Method and system for providing targeted content to a surfer 19 2012
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (43)
* 6170011 Method and apparatus for determining and initiating interaction directionality within a multimedia communication center 458 1998
* 6381640 Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center 181 1999
* 6229888 System and method for operating a plurality of call centers 101 1999
* 7386113 System and method for integrated resource scheduling and agent work management 4 2003
* 2003/0163,360 System and method for integrated resource scheduling and agent work management 7 2003
* 8379834 Method and system for managing interactive communications campaigns 11 2006
* 2007/0172,050 Method and system for managing interactive communications campaigns 36 2006
9002920 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 13 2008
9008075 System and methods for improving interaction routing performance 0 2008
8280031 Method and system for managing interactive communications campaign using a hold queue 13 2009
8270594 Method and system for managing interactive communications campaign with reduced customer-to-agent connection latency 4 2009
* 8462918 Method and system for managing interactive communications campaigns with text messaging 9 2009
* 8270575 Managing interactive communications campaigns 8 2009
* 2011/0123,016 Managing interactive communications campaigns 13 2009
* 2011/0123,005 Method and system for managing interactive communications campaigns with text messaging 5 2009
* 2011/0238,544 Method and system for managing interactive communications campaigns with proactive payments 7 2010
9553755 Method for implementing and executing communication center routing strategies represented in extensible markup language 0 2011
8594309 Managing interactive communications campaigns with customer recovery 1 2012
8804919 Managing interactive communications campaigns 1 2012
8718270 Method and system for managing interactive communications campaign with reduced customer-to-agent connection latency 3 2012
8605887 Method and system for managing interactive communications campaign using a hold queue 2 2012
RE45606 Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality 2 2013
RE45583 Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network 11 2013
* 9060254 Method and system for managing interactive communications campaigns with text messaging 3 2013
* 2014/0037,082 Method and system for managing interactive communications campaigns with text messaging 2 2013
9344570 Managing interactive communications campaigns with customer recovery 0 2013
9544433 Managing interactive communications campaigns using a hold queue 0 2013
9307086 Managing interactive communications campaigns with reduced customer-to-agent connection latency 2 2014
RE46243 In-band signaling for routing 0 2014
RE46060 In-band signaling for routing 0 2014
RE46528 Implementation of call-center outbound dialing capability at a telephony network level 0 2014
RE46457 Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure 0 2014
RE46438 Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure 0 2014
RE46387 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 0 2014
RE46538 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 0 2014
RE46521 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 0 2014
RE46153 Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment 1 2014
9219817 Method and system for managing interactive communications campaigns 0 2015
9516171 Personal desktop router 1 2015
9456084 Method and system for managing interactive communications campaigns with text messaging 1 2015
9635182 Method and system for managing interactive communications campaigns with call pacing 0 2015
* 9473635 Method and system for managing interactive communications campaigns 0 2015
9680993 Managing interactive communications campaigns with reduced customer-to-agent connection latency 0 2016
 
AT&T BLS INTELLECTUAL PROPERTY, INC. (1)
* 2007/0291,926 METHOD AND SYSTEM FOR PERFORMING AUTOMATED TELEMARKETING 2 2007
 
ZURISOFT, LLC (1)
* 2008/0275,754 SYSTEM FOR AUTOMATED MANAGEMENT OF A MIXED WORKFORCE USING PRIORITY QUEUING OF AUTOMATED BID DISPATCH AND COMPLIANCE MONITORING 0 2008
 
ALCATEL LUCENT (2)
8971216 Method for routing transactions between internal and external partners in a communication center 2 2006
9350808 Method for routing transactions between internal and external partners in a communication center 3 2015
 
UNIFY, INC. (6)
* 6327364 Reducing resource consumption by ACD systems 45 1998
* 6940963 Methods and apparatus for automatically determining a call service request 7 2001
* 6819755 Methods and apparatus for controlling call handling in a communications network 2 2001
* 6819756 METHODS AND APPARATUS FOR CONTROLLING CALL PULLBACK BY AN AUTOMATIC CALL DISTRIBUTION (ACD) SYSTEM FROM AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM AND FOR ALLOWING AN ACD CALLER TO COMPLETE A CRITICAL TRANSACTION WHILE CONNECTED TO THE IVR 6 2001
* 2002/0168,062 Methods and apparatus for automatically determining a call service request 0 2001
* 2002/0164,011 Methods and apparatus for controlling call pullback by an automatic call distribution (ACD) system from an interactive voice response (IVR) system and for allowing an ACD caller to complete a critical transaction while connected to the IVR 2 2001
 
AVAYA TECHNOLOGY LLC (4)
6650748 Multiple call handling in a call center 145 1998
7295669 Call center telephone and data flow connection system 41 1999
7200219 Dynamically allocating server resources to competing classes of work based upon achievement of service goals 51 1999
* 6744877 Method and system for enterprise service balancing 188 1999
 
RPX CORPORATION (7)
6763104 Call center IVR and ACD scripting method and graphical user interface 174 2000
7068774 Integrated acd and ivr scripting for call center tracking of calls 18 2000
6707904 Method and system for collecting reports for call center monitoring by supervisor 78 2000
6603854 System and method for evaluating agents in call center 237 2000
6587556 Skills based routing method and system for call center 149 2000
7469047 Integrated ACD and IVR scripting for call center tracking of calls 2 2005
* 2005/0163,304 Integrated ACD and IVR scripting for call center tracking of calls 7 2005
 
FACEBOOK, INC. (1)
* 7664673 Smart transfer 0 2001
 
PARAGON TRADE BRANDS, INC. (1)
7266839 System and method for providing discriminated content to network users 22 2001
 
Raymond Whitman, Jr. (1)
* 2005/0138,167 Agent scheduler incorporating agent profiles 4 2003
 
INTERACTIVE INTELLIGENCE, INC. (1)
* 2005/0002,515 Dialing techniques for a contact center 34 2004
* Cited By Examiner