Method and apparatus for determining and initiating interaction directionality within a multimedia communication center

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 6170011
SERIAL NO

09190960

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A campaign module in a multimedia cal center has programmable dynamic campaign module (DCM) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function for monitoring interaction level of the MMCC according to programmed criteria, and comparing the real-time level with a preset threshold, a search and retrieve function for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programmed criteria, a scripting function for selecting agents of the MMCC for participating in a campaign, and for preparing task lists for said agents; and an initiation function for initiating a campaign and distributing the task lists to the selected agents. During times of interaction level above the preset threshold the DCM searches the data repository, retrieves data, and prepares agent and task lists for a campaign, and when the interaction level falls below the preset threshold, the DCM launches and distributes task lists to agents selected for a campaign.

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Patent Owner(s)

Patent OwnerAddressTotal Patents
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.SAN FRANCISCO, CA515

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Berke, Jonathan Michael San Diego, CA 20 3261
Johnstone, Joel A San Diego, CA 20 3282
Knuff, Charles Dazler Carlsbad, CA 28 3705
Macleod, Beck Christopher Clemmett Oceanside, CA 9 896
Mitchell, Robin Marie Cardiff, CA 20 3282
Powers, James Karl Carlsbad, CA 33 3940
Sidell, Mark Franklin Chapel Hill, NC 28 3726

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ADVANCED VOICE RECOGNITION SYSTEMS, INC. (9)
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8131557 Speech recognition and transcription among users having heterogeneous protocols 89 2011
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8498871 Dynamic speech recognition and transcription among users having heterogeneous protocols 5 2011
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PARAGON TRADE BRANDS, INC. (2)
7266839 System and method for providing discriminated content to network users 22 2001
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ANTHURIUM SOLUTIONS, INC. (5)
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8954499 Systems and methods for managing workflow based on dynamic modification of job processing requirements 0 2004
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8700694 Systems and methods for managing workflow based on multi-level specification of job processing requirements 0 2004
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MITEL COMMUNICATIONS INC. (3)
7106850 Customer communication service system 102 2001
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7428303 Customer communication service system 29 2006
 
WELLS FARGO CAPITAL FINANCE, LLC (4)
8811581 Reporting unavailable trunk-related resources for a predictive dialer using a dynamic pacing algorithm 0 2014
9813559 Addressing trunk-related resource deficiencies for a predictive dialer using a dynamic pacing algorithm 0 2014
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COMMSCOPE TECHNOLOGIES LLC (1)
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EXANET CO. (1)
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JP Morgan Chase Bank (3)
7941533 System and method for single sign-on session management without central server 9 2002
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RATEZE REMOTE MGMT. L.L.C. (3)
6721748 Online content provider system and method 168 2002
6804675 Online content provider system and method 65 2003
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Prophet Financial Systems (1)
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AT&T INTELLECTUAL PROPERTY I, L.P. (1)
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DEUTSCHE TELEKOM AG (2)
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ORACLE INTERNATIONAL CORPORATION (3)
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IC PLANET ACQUISITION CORPORATION (3)
7469405 System and method for scheduling execution of cross-platform computer processes 6 2001
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SALESFORCE.COM, INC. (3)
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7796565 Mixed voice and spread spectrum data signaling with multiplexing multiple users with CDMA 2 2006
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CSC HOLDINGS, LLC (4)
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RAKUTEN, INC. (5)
7224790 Method to identify and categorize customer's goals and behaviors within a customer service center environment 12 2000
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INTERNATIONAL BUSINESS MACHINES CORPORATION (31)
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8219662 Redirecting data generated by network devices 1 2000
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7054946 Dynamic configuration of network devices to enable data transfers 11 2000
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6978301 System and method for configuring a network device 81 2001
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7150037 Network configuration manager 17 2001
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8296400 System and method for generating a configuration schema 2 2001
7200548 System and method for modeling a network device's configuration 19 2001
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7065562 System and method for generating a representation of a configuration schema 28 2001
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7039677 Threaded text-based chat collaboration 37 2002
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6959329 System and method for transforming configuration commands 24 2002
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7366893 Method and apparatus for protecting a network from attack 6 2002
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7464145 Repository-independent system and method for asset management and reconciliation 9 2003
7461158 System and method for controlling access rights to network resources 93 2003
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7558847 System and method for mapping between and controlling different device abstractions 22 2003
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7650396 System and method for defining a policy enabled network 14 2007
 
Sprint Communications Company L.P. (3)
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7389345 Filtering approach for network system alarms 14 2003
7421493 Orphaned network resource recovery through targeted audit and reconciliation 4 2003
 
NICE-SYSTEMS LTD. (12)
7546173 Apparatus and method for audio content analysis, marking and summing 21 2003
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7716048 Method and apparatus for segmentation of audio interactions 10 2006
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SAP SE (1)
7606162 Tracking of process-related communication 1 2004
 
LOGIC SIGHT, INC. (1)
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CISCO TECHNOLOGY, INC. (3)
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* 2008/0037,763 QUEUING AND ROUTING TELEPHONE CALLS 46 2006
8320876 Queuing and routing telephone calls 4 2011
 
ARCHERON LIMITED LLC (2)
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7949748 Timing module for regulating hits by a spidering engine 3 2008
 
CIM, Ltd. c/o Golden Gate Private Equity, Inc. (2)
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J.P. MORGAN CHASE & CO. (1)
7831508 System and method for implementing a consolidated application process 2 2000
 
CONCERTO SOFTWARE, INC. (1)
7181492 Transfer of an internet chat session between servers 46 2001
 
INFINEON TECHNOLOGIES AG (1)
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SAP AG (1)
* 2003/0204,437 Survey data processing 8 2002
 
NOBLE SYSTEMS CORPORATION (6)
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8036374 Systems and methods for detecting call blocking devices or services 7 2005
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8254555 Systems and methods for managing inbound calls and outbound calls for a specific agent 4 2012
8675839 Reporting unavailable trunk-related resources for a predictive dialer using a dynamic pacing algorithm 2 2012
 
INTEL CORPORATION (4)
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24/7 CUSTOMER, INC. (4)
7027586 Intelligently routing customer communications 112 2003
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7751552 Intelligently routing customer communications 4 2005
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MOTIVE COMMINICATIONS, INC. (1)
6658598 Technical support chain automation with guided self-help capability using active content assertions 38 2000
 
AT&T Labs, Inc. (4)
7907719 Customer-centric interface and method of designing an interface 5 2006
7453994 Sequential presentation of long instructions in an interactive voice response system 2 2007
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8036348 Sequential presentation of long instructions in an interactive voice response system 2 2008
 
CIM LTD. (3)
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AT&T KNOWLEDGE VENTURES, L.P. (1)
7379537 Method and system for automating the creation of customer-centric interfaces 17 2002
 
NUANCE COMMUNICATIONS, INC. (6)
7080323 Dynamic and adaptable system and method for selecting a user interface dialogue model 13 2002
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7249321 System and method for selection of a voice user interface dialogue 19 2003
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HEWLETT PACKARD ENTERPRISE DEVELOPMENT LP (4)
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CORPS OF DISCOVERY PATENT HOLDING LLC (1)
* 2002/0004,788 Commodity trading of bandwidth 10 2001
 
BENHOV GMBH, LLC (10)
7730008 Database interface and database analysis system 2 2005
7783621 System and method for proximity searching position information using a proximity parameter 4 2006
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8266242 Method, system, and computer program product for propagating remotely configurable posters of host site content 3 2006
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7386594 System and method related to generating an email campaign 7 2006
7693950 System and method related to generating and tracking an email campaign 7 2008
8055605 Interactive intelligent searching with executable suggestions 4 2010
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YARDI SYSTEMS, INC. (5)
7505572 Caller information system 5 2004
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7684550 Customer information system 7 2005
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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
 
POLYCOM ISRAEL LTD. (2)
8805928 Control unit for multipoint multimedia/audio system 1 2002
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MKP Structural Design Associates, Inc. (1)
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LIVEPERSON, INC. (29)
8868448 Systems and methods to facilitate selling of products and services 20 2001
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7526439 Systems and methods to facilitate selling of products and services 38 2002
* 2003/0154,120 Systems and methods to facilitate selling of products and services 32 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
* 2006/0015,390 System and method for identifying and approaching browsers most likely to transact business based upon real-time data mining 51 2004
8738732 System and method for performing follow up based on user interactions 19 2006
* 2007/0061,421 System and method for performing follow up based on user interactions 31 2006
9432468 System and method for design and dynamic generation of a web page 6 2006
8805844 Expert search 18 2010
* 2011/0055,207 Expert Search 52 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
 
POLYCOM, INC. (40)
7821918 System and method for communication channel and device control via an existing audio channel 2 2003
* 2004/0022,272 System and method for communication channel and device control via an existing audio channel 26 2003
9001702 Speakerphone using a secure audio connection to initiate a second secure connection 0 2005
8976712 Speakerphone and conference bridge which request and perform polling operations 1 2005
8977683 Speakerphone transmitting password information to a remote device 0 2005
8964604 Conference endpoint instructing conference bridge to dial phone number 0 2005
8948059 Conference endpoint controlling audio volume of a remote device 1 2005
8934381 Conference endpoint instructing a remote device to establish a new connection 0 2005
8934382 Conference endpoint controlling functions of a remote device 0 2005
8885523 Speakerphone transmitting control information embedded in audio information through a conference bridge 0 2005
8223942 Conference endpoint requesting and receiving billing information from a conference bridge 5 2005
8144854 Conference bridge which detects control information embedded in audio information to prioritize operations 12 2005
8102984 Speakerphone and conference bridge which receive and provide participant monitoring information 7 2005
7978838 Conference endpoint instructing conference bridge to mute participants 20 2005
7864938 Speakerphone transmitting URL information to a remote device 10 2005
7787605 Conference bridge which decodes and responds to control information embedded in audio information 11 2005
7742588 Speakerphone establishing and using a second connection of graphics information 11 2005
* 2005/0213,736 Speakerphone establishing and using a second connection of graphics information 28 2005
* 2005/0213,732 Conference bridge which decodes and responds to control information embedded in audio information 26 2005
* 2005/0213,726 Conference bridge which transfers control information embedded in audio information between endpoints 25 2005
* 2005/0213,739 Conference endpoint controlling functions of a remote device 73 2005
* 2005/0213,735 Speakerphone transmitting URL information to a remote device 27 2005
* 2005/0213,730 Conference endpoint instructing conference bridge to dial phone number 22 2005
* 2005/0213,733 Speakerphone and conference bridge which receive and provide participant monitoring information 24 2005
* 2005/0213,725 Speakerphone transmitting control information embedded in audio information through a conference bridge 25 2005
* 2005/0213,737 Speakerphone transmitting password information to a remote device 24 2005
* 2005/0213,517 Conference endpoint controlling audio volume of a remote device 38 2005
* 2005/0213,727 Speakerphone and conference bridge which request and perform polling operations 3 2005
* 2005/0213,729 Speakerphone using a secure audio connection to initiate a second secure connection 22 2005
* 2005/0213,734 Conference bridge which detects control information embedded in audio information to prioritize operations 27 2005
8947487 Method and apparatus for combining speakerphone and video conference unit operations 0 2005
* 2005/0212,908 Method and apparatus for combining speakerphone and video conference unit operations 54 2005
8126029 Voice interference correction for mixed voice and spread spectrum data signaling 2 2005
8199791 Mixed voice and spread spectrum data signaling with enhanced concealment of data 1 2006
8023458 Method and apparatus for wideband conferencing 0 2007
* 2007/0140,456 METHOD AND APPARATUS FOR WIDEBAND CONFERENCING 3 2007
8004556 Conference link between a speakerphone and a video conference unit 16 2008
* 2008/0143,819 CONFERENCE LINK BETWEEN A SPEAKERPHONE AND A VIDEO CONFERENCE UNIT 5 2008
8582520 Method and apparatus for wideband conferencing 0 2011
8705719 Speakerphone and conference bridge which receive and provide participant monitoring information 1 2011
 
INTERACTIONS LLC (3)
* 9112972 System and method for processing speech 2 2012
* 2013/0058,466 System and Method for Processing Speech 4 2012
9350862 System and method for processing speech 0 2015
 
AT&T LABS, INC. (2)
7305070 Sequential presentation of long instructions in an interactive voice response system 17 2002
* 2003/0143,981 Sequential presentation of long instructions in an interactive voice response system 21 2002
 
JPMORGAN CHASE BANK, N.A. (86)
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
6867789 System and method for generating graphical user interfaces 34 2000
7058817 System and method for single sign on process for websites with multiple applications and services 94 2000
7747866 System and method providing improved error detection related to transmission of data over a communication link 11 2000
7321864 System and method for providing funding approval associated with a project based on a document collection 123 2000
* 2002/0077,978 Method and system for processing internet payments 400 2001
7246263 System and method for portal infrastructure tracking 17 2001
* 2002/0062,373 System and method for portal infrastructure tracking 4 2001
7103576 System for providing cardless payment 60 2001
7099850 Methods for providing cardless payment 54 2001
7103556 System and method for aggregate portfolio client support 125 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
* 2003/0218,633 Method and system for data capture with hidden applets 11 2002
7689506 System and method for rapid updating of credit information 18 2002
7143174 Method and system for delayed cookie transmission in a client-server architecture 6 2002
* 2003/0233,459 Method and system for delayed cookie transmission in a client-server architecture 5 2002
7472171 Method and system for determining receipt of a delayed cookie in a client-server architecture 17 2002
* 2003/0236,862 Method and system for determining receipt of a delayed cookie in a client-server architecture 5 2002
8266437 Electronic vouchers and a system and method for issuing the same 0 2002
7058660 System and method for network-based project management 8 2002
7689504 System and method for establishing or modifying an account with user selectable terms 42 2002
* 2003/0101,131 System and method for establishing or modifying an account with user selectable terms 167 2002
8301493 System and method for providing incentives to consumers to share information 1 2002
* 2004/0088,219 System and method for providing incentives to consumers to share information 27 2002
7353383 System and method for single session sign-on with cryptography 32 2003
8306907 System and method for offering risk-based interest rates in a credit instrument 2 2003
7536433 System and method for customizing a portal environment 12 2003
* 2004/0230,441 System and method for customizing a portal environment 1 2003
7376838 Method for controlled and audited access to privileged accounts on computer systems 16 2003
7415267 Methods and systems for managing call reports for the financial services industry 0 2004
* 2005/0132,187 Methods and systems for managing call reports for the financial services industry 1 2004
7421696 Methods and systems for managing successful completion of a network of processes 1 2004
7742997 System and method for management and delivery of content and rules 12 2004
8190893 Portable security transaction protocol 13 2004
* 2006/0080,593 System and method for generating computer-readable documents 1 2004
* 2010/0174,826 Information gathering system and method 8 2004
8185877 System and method for testing applications 36 2005
* 2006/0190,723 Payload layer security for file transfer 16 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
* 2006/0129,835 System and method for single sign on process for websites with multiple applications and services 10 2006
8583926 System and method for anti-phishing authentication 4 2006
9646304 System for providing cardless payment 0 2006
* 2006/0259,439 System for providing cardless payment 5 2006
8145522 System and method for establishing or modifying an account with user selectable terms 33 2006
* 2007/0118,470 System and Method for Establishing or Modifying an Account With User Selectable Terms 27 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
* 2007/0260,706 SYSTEM AND METHOD FOR PORTAL INFRASTRUCTURE TRACKING 5 2007
* 2007/0283,171 SYSTEM AND METHOD FOR MANAGING DATA PRIVACY 9 2007
8185940 System and method for providing discriminated content to network users 2 2007
* 2008/0016,180 System And Method For Providing Discriminated Content to Network Users 3 2007
* 2007/0276,764 System for providing cardless payment 15 2007
7685013 System and method for automatic financial project management 26 2007
* 2008/0027,861 SYSTEM AND METHOD FOR AUTOMATIC FINANCIAL PROJECT MANAGEMENT 13 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
* 2010/0179,888 SYSTEM AND METHOD FOR ESTABLISHING OR MODIFYING AN ACCOUNT WITH USER SELECTABLE TERMS 7 2010
9608826 System and method for partner key management 0 2010
8358771 System and method for managing customer communications over communication channels 16 2010
8266054 System and method for implementing a consolidated application process 1 2012
8811177 Method and system for implementing a network analysis tool for endpoints deployments 4 2012
8458070 System and method for providing customers with seamless entry to a remote server 0 2012
9734484 System and method for implementing a consolidated application process 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
9064273 System and method for management and delivery of content and rules 0 2013
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
 
AMEDESA, INC. (1)
8954539 Method and system for providing targeted content to a surfer 19 2012
 
MICRO FOCUS (US), INC. (2)
7962616 Real-time activity monitoring and reporting 15 2005
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CLARITEAM (1)
* 2003/0120,539 System for monitoring and analyzing the performance of information systems and their impact on business processes 32 2001
 
NCC, LLC (1)
* 2003/0101,054 Integrated system and method for electronic speech recognition and transcription 53 2001
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (33)
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* 6393018 Apparatus and methods enhancing call routing to and within call-centers 38 2000
* 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
* 2009/0168,991 Method and System for Dynamic Tracking and Assignment of Agent Resources within a Contact Center 2 2007
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* 2009/0171,668 Recursive Adaptive Interaction Management System 10 2007
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
* 8462918 Method and system for managing interactive communications campaigns with text messaging 9 2009
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* 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
9553755 Method for implementing and executing communication center routing strategies represented in extensible markup language 0 2011
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
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
9516171 Personal desktop router 1 2015
9456084 Method and system for managing interactive communications campaigns with text messaging 1 2015
9384446 Recursive adaptive interaction management system 0 2015
9635182 Method and system for managing interactive communications campaigns with call pacing 0 2015
 
SBC TRI (1)
7139369 Interface and method of designing an interface 11 2002
 
MAQUIS TECHTRIX LLC (1)
6859807 Online content tabulating system and method 124 2003
 
MOTIVE, INC. (1)
7895350 N-way data stream splitter 1 2002
 
ALCATEL LUCENT (10)
6539419 Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface 57 2001
6718366 Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface 63 2002
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* 2003/0179,729 Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface 21 2003
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