US Patent No: 7,127,058

Number of patents in Portfolio can not be more than 2000

Managing communications in a call center

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ALSO PUBLISHED AS: 20030185379
ATTORNEY / AGENT: (SPONSORED)
 

Importance

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Abstract

A communications management tool for a call center maintains a record of threads of communications of diverse media types (e.g. voice calls, emails and faxes) relating to particular issues, and analyses new communications to automatically identify possible matches with existing threads. In this way the efficiency of the agents at the center is increased and the management of the call center can be provided with data recording agent performance and efficiency in dealing with particular issues.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2118

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Moran, Thomas Arlington, VA 18 184
O'Connor, Neil Galway, IE 49 90

Cited Art

Patent Info (Count) # Cites Year
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (2)
6,230,197 Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center 211 1998
6,170,011 Method and apparatus for determining and initiating interaction directionality within a multimedia communication center 313 1998
 
ASPECT SOFTWARE, INC. (1)
5,675,637 Method for automatically obtaining and presenting data from multiple data sources 125 1995
 
AVAYA TECHNOLOGY LLC (1)
6,377,944 Web response unit including computer network based communication 130 1998
 
CREDIT SUISSE, CAYMAN ISLANDS BRANCH (1)
6,724,887 Method and system for analyzing customer communications with a contact center 157 2000
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
6,614,895 Maintaining a customer database in a CTI system 9 2000
 
METRO ONE TELECOMMMUNICATIONS, INC. (1)
2001/0043,697 MONITORING OF AND REMOTE ACCESS TO CALL CENTER ACTIVITY 129 1998
 
SIEMENS ENTERPRISE COMMUNICATIONS, INC. (1)
6,058,435 Apparatus and methods for responding to multimedia communications based on content analysis 108 1997
 
VERIZON CORPORATE SERVICES GROUP INC. (1)
6,823,054 Apparatus and method for analyzing an automated response system 54 2002

Patent Citation Ranking

Forward Cites

Patent Info (Count) # Cites Year
 
AVAYA INC. (8)
8,094,804 Method and apparatus for assessing the status of work waiting for service 0 2003
7,770,175 Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal 5 2003
8,000,989 Using true value in routing work items to resources 3 2004
7,953,859 Data model of participation in multi-channel and multi-party contacts 2 2004
7,711,104 Multi-tasking tracking agent 7 2004
8,234,141 Dynamic work assignment strategies based on multiple aspects of agent proficiency 0 2005
7,936,867 Multi-service request within a contact center 1 2006
8,306,212 Time-based work assignments in automated contact distribution 0 2010
 
KABUSHIKI KAISHA KOMATSU SEISAKUSHO (2)
6,175,687 Humidifier and hollow yarn body to be used therefor 5 1994
5,632,333 Temperature and humidity adjusting apparatus and control method therefor 3 1994
 
PALM, INC. (2)
8,233,885 Apparatus and methods for providing enhanced mobile messaging services 0 2006
8,046,014 Management of messages included in a message thread displayed by a handheld device 2 2009
 
AT&T CORP. (1)
7,602,900 Method and apparatus for providing relevant data responsive to a problem request 0 2004
 
CISCO TECHNOLOGY, INC. (1)
7,463,730 System and method for caller confirmation of call center agent notes 2 2005
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
7,539,295 Method for creating and maintaining threads of phone/email/fax/SMS conversations 1 2008
 
MICROSOFT CORPORATION (1)
8,126,120 Providing missed call and message information 1 2005

Maintenance Fees

Fee Large entity fee small entity fee micro entity fee due date
7.5 Year Payment $3600.00 $1800.00 $900.00 Apr 24, 2014
11.5 Year Payment $7400.00 $3700.00 $1850.00 Apr 24, 2018
Fee Large entity fee small entity fee micro entity fee
Surcharge - 7.5 year - Late payment within 6 months $160.00 $80.00 $40.00
Surcharge - 11.5 year - Late payment within 6 months $160.00 $80.00 $40.00
Surcharge after expiration - Late payment is unavoidable $700.00 $350.00 $175.00
Surcharge after expiration - Late payment is unintentional $1,640.00 $820.00 $410.00