System and method for speech-enabled call routing

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 7751551
APP PUB NO 20060153345A1
SERIAL NO

11032495

Stats

ATTORNEY / AGENT: (SPONSORED)

Importance

Loading Importance Indicators... loading....

Abstract

See full text

A method of processing a call is disclosed. The method can transform speech input from a caller of a call into text and convert the text into an object and an action. The method determines a call destination based on the object and the action. The method can route the call to a destination when a caller is not in compliance with at least one business rule. The method can further route the call to the call destination when the caller is in compliance.

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

First Claim

See full text

Family

Loading Family data... loading....

Patent Owner(s)

Patent OwnerAddressTotal Patents
NUANCE COMMUNICATIONS, INC.ARMONK, NY2865

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Bushey, Robert R Cedar Park, US 124 4103
Knott, Benjamin Anthony Round Rock, US 37 955
Korth, Sarah Chicago, US 20 317

Cited Art Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (8)
5995979 Apparatus and method for selecting records from a computer database by repeatedly displaying search terms from multiple list identifiers before either a list identifier or a search term is selected 58 1998
2001/0032,229 Method and system for conducting commercial transactions by computer network 71 2000
* 6895083 System and method for maximum benefit routing 72 2001
2002/0067,714 System and method for wide area network and telco infrastructure integration 93 2001
2003/0179,876 Answer resource management system and method 52 2003
2005/0201,547 Call queuing 47 2004
* 2005/0041,647 Internet voice & data messaging (IVDM) portal 177 2004
2005/0171,877 Method of making capital investment decisions concerning locations for business operations and/or facilities 30 2005
 
TRANSWITCH CORPORATION (1)
4967405 System for cross-connecting high speed digital SONET signals 156 1988
 
Belron Systems, Inc. (1)
* 6496836 Symbol-based memory language system and method 33 1999
 
TELEMANAGER TECHNOLOGIES, INC. (1)
2005/0060,200 Remote prescription refill system 29 2004
 
LEVEL 3 COMMUNICATIONS, LLC (2)
6614781 Voice over data telecommunications network architecture 668 1998
6831932 Transfer of SONET traffic over a packet-switched network 135 2000
 
VOXWARE, INC. (1)
6662163 System and method for programming portable devices from a remote computer system 87 2000
 
SAMSUNG ELECTRONICS CO., LTD. (1)
5946377 Script-based DTMF information retrieval system 41 1995
 
SONY ELECTRONICS INC. (1)
2002/0133,413 System and method for purchasing an item displayed on a display device 55 2001
 
SBC PROPERTIES, L.P. (3)
6925155 Method and system for routing calls based on a language preference 39 2002
6842504 System and method for the automated analysis of performance data 56 2002
6714631 Method and system for an automated departure strategy 64 2002
 
COMVERSE, INC. (1)
2003/0144,846 Method and system for modifying the behavior of an application based upon the application's grammar 142 2002
 
SBC TECHNOLOGY RESOURCES, INC. (8)
6389400 System and methods for intelligent routing of customer requests using customer and agent models 221 1999
6778643 Interface and method of designing an interface 62 2000
6853722 System and method for automating customer slamming and cramming complaints 51 2002
6853966 Method for categorizing, describing and modeling types of system users 115 2002
2004/0006,473 Method and system for automated categorization of statements 68 2002
6807274 Call routing from manual to automated dialog of interactive voice response system 75 2002
2004/0161,078 Adaptive voice recognition menu method and system 55 2004
2005/0015,744 Method for categorizing, describing and modeling types of system users 55 2004
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (1)
6333980 Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents 127 1994
 
Aspect Telecommunications Inc. (1)
RE37001 Interactive call processor to facilitate completion of queued calls 31 1996
 
AVAYA INC. (10)
5416830 Integrated voice meassaging/voice response system 41 1993
5754639 Method and apparatus for queuing a call to the best split 238 1995
* 5930337 Dynamic message-mailbox size variation 38 1997
5987116 Call center integration with operator services databases 54 1997
6064731 Arrangement for improving retention of call center's customers 182 1998
6366668 Method of routing calls in an automatic call distribution network 138 1999
6377662 Speech-responsive voice messaging system and method 46 2000
6690788 Integrated work management engine for customer care in a communication system 144 2000
2003/0212,558 Method and apparatus for distributed interactive voice processing 97 2002
7245711 Virtual interaction queuing using internet protocols 46 2002
 
ASPECT TELECOMMUNICATIONS CORPORATION (1)
4696028 PBX Intercept and caller interactive attendant bypass system 193 1984
 
SBC KNOWLEDGE VENTURES, L.P. (4)
2006/0018,443 Announcement system and method of use 30 2004
2006/0023,863 Method and system for mapping caller information to call center agent transactions 33 2004
2006/0026,049 Method for identifying and prioritizing customer care automation 67 2004
2006/0039,547 System and method for providing computer assisted user support 42 2004
 
SETA CORPORATION (1)
2003/0187,732 Method and system for presenting a sales incentive 51 2002
 
KONINKLIJKE PHILIPS ELECTRONICS N.V. (1)
6823307 Language model based on the speech recognition history 82 2000
 
RONALD A. KATZ TECHNOLOGY LICENSING, L.P. (2)
6570967 Voice-data telephonic interface control system 73 1995
6678360 Telephonic-interface statistical analysis system 68 2000
 
VIRTUAL VISION, INC. (1)
5867817 Speech recognition manager 241 1996
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (8)
5335269 Two dimensional routing apparatus in an automatic call director-type system 276 1992
5729600 Automatic call distributor with automated voice responsive call servicing system and method 85 1992
6678718 Method and apparatus for establishing connections 99 1997
6584191 Staffing-based percentage-allocation routing using real-time data 78 1999
6598021 Method of modifying speech to provide a user selectable dialect 56 2000
6871212 Method and apparatus for processing a telephone call 59 2001
7206400 Method and system for data field reuse 15 2001
2003/0069,937 Method and apparatus for establishing connections 53 2002
 
CAPITAL ONE FINANCIAL CORPORATION (1)
2003/0195,753 Systems and methods for providing priority customer service 77 2002
 
HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. (1)
2003/0187,773 Virtual marketplace agent technology 55 2002
 
MCKESSON HEALTH SOLUTION LLC (1)
5953704 Health care management system for comparing user-proposed and recommended resources required for treatment 182 1997
 
BELLSOUTH INTELLECTUAL PROPERTY CORPORATION (2)
2004/0125,937 Computer telephony integration (CTI) complete customer contact center 65 2002
2004/0125,938 Computer telephony integration (CTI) complete healthcare contact center 64 2002
 
NINE ONE ONE, INC. (1)
2005/0141,692 Computer-telephony integration (CTI) system for controlling an automatic call distribution system using a bidirectional CTI model 46 2004
 
GLOBALFOUNDRIES INC. (1)
6598136 Data transfer with highly granular cacheability control between memory and a scratchpad area 54 1997
 
DIALOGIC CORPORATION (1)
7095827 Broadcasting and conferencing in a distributed environment 14 2002
 
TERADATA US, INC. (2)
5522046 Communication system uses diagnostic processors and master processor module to identify faults and generate mapping tables to reconfigure communication paths in a multistage interconnect network 100 1994
2002/0087,385 System and method for suggesting interaction strategies to a customer service representative 106 2000
 
SUN MICROSYSTEMS, INC. (1)
6144938 Voice user interface with personality 382 1998
 
ACCENTURE GLOBAL SERVICES LIMITED (3)
2004/0103,017 Adaptive marketing using insight driven customer interaction 77 2002
7200614 Dual information system for contact center users 58 2002
7124059 Managing maintenance for an item of equipment 62 2004
 
METRO ONE TELECOMMUNICATIONS, INC. (1)
2003/0165,223 Technique for providing a telecommunication service including information assistance 81 2003
 
BRITISH TELECOMMUNICATIONS PUBLIC LIMITED COMPANY (1)
7062505 Content management system for the telecommunications industry 30 2002
 
BALL, HARLEY R. (1)
6002689 System and method for interfacing a local communication device 140 1996
 
Rockwell Electronic Commercial Corp. (1)
7349843 Automatic call distributor with language based routing system and method 22 2000
 
Vox Generation Limited (1)
2005/0125,232 Automated speech-enabled application creation method and apparatus 65 2004
 
UNIFI COMMUNICATIONS CORPORATION, A DELAWARE CORPORATION (1)
5299260 Telephone call handling system 385 1993
 
InterVoice Limited Partnership (1)
6061433 Dynamically changeable menus based on externally available data 129 1997
 
CATALYSTWEB, LLC (1)
2005/0172,033 Apparatus and method for multi-layer rule application within an integrated messaging platform 43 2004
 
ENERGETIC POWER INVESTMENT LIMITED (1)
5991756 Information retrieval from hierarchical compound documents 280 1997
 
UNIFIED DISPATCH, LLC (1)
2003/0235,282 Automated transportation call-taking system 98 2003
 
XEROX CORPORATION (1)
6434546 System and method for transferring attribute values between search queries in an information retrieval system 36 1998
 
CHEMTRON RESEARCH LLC (1)
6859529 Method and system for self-service scheduling of inbound inquiries 151 2002
 
TIBCO SOFTWARE INC. (1)
6003011 Workflow management system wherein ad-hoc process instances can be generalized 102 1998
 
SILICON VALLEY BANK (1)
6574599 Voice-recognition-based methods for establishing outbound communication through a unified messaging system including intelligent calendar interface 197 1999
 
NOKIA TECHNOLOGIES OY (1)
6732151 Methods for forwarding voice messages to an email account 29 2000
 
LingoMotors, Inc. (1)
2003/0018,659 Category-based selections in an information access environment 58 2002
 
INTELLECTUAL VENTURES I LLC (1)
* 6697458 System and method for synchronizing voice mailbox with e-mail box 59 2000
 
GOOGLE INC. (7)
6038305 Personal dial tone service with personalized caller ID 137 1997
6269336 Voice browser for interactive services and methods thereof 579 1998
6385584 Providing automated voice responses with variable user prompting 95 1999
6738082 System and method of data entry for a cluster analysis program 33 2000
6744861 Voice dialing methods and apparatus implemented using AIN techniques 85 2000
6615209 Detecting query-specific duplicate documents 231 2000
6751306 Local on-hold information service with user-controlled personalized menu 72 2001
 
Welgate Corporation (1)
6999755 Method and device for providing information of unfinished call 14 2003
 
STRATACLOUD, INC. (1)
6963983 Method of and system for detecting an anomalous operation of a computer system 78 2004
 
Pacific Bell Telephone (1)
7065201 Telephone call processing in an interactive voice response call management system 41 2001
 
IMMERQUIRE, LLC (1)
6587558 System and method for virtual interactive response unit 45 2001
 
Callfx.Com (1)
6731722 Automated transaction processing system 54 2002
 
CIENA CORPORATION (1)
6757306 Method and system for intermediate system level 2 transparency using the SONET LDCC 49 1999
 
BROADSOFT, INC. (1)
2006/0109,976 Method and system for monitoring and managing multi-sourced call centers 40 2005
 
AMN TELEVISION MARKETING BUSINESS TRUST (1)
2002/0156,699 System of upselling in a computer network environment 67 2002
 
HOFFBERG FAMILY TRUST 1 (1)
6418424 Ergonomic man-machine interface incorporating adaptive pattern recognition based control system 350 1999
 
EDIFY CORPORATION (1)
5455903 Object oriented customer information exchange system and method 151 1991
 
AVAYA TECHNOLOGY LLC (1)
6744877 Method and system for enterprise service balancing 183 1999
 
Extempo Systems, Inc. (1)
2003/0028,498 Customizable expert agent 63 2002
 
OPEN TEXT CORPORATION (1)
5923745 Routing calls to call centers 204 1997
 
VPNET TECHNOLOGIES, INC. (1)
6173399 Apparatus for implementing virtual private networks 283 1997
 
QWEST COMMUNICATIONS INTERNATIONAL INC. (1)
6907119 Automated business directory assistance 73 2001
 
MITEL COMMUNICATIONS INC. (2)
7106850 Customer communication service system 97 2001
2006/0165,066 CUSTOMER COMMUNICATION SERVICE SYSTEM 39 2006
 
XURA, INC. (1)
* 5659599 Voice mail network and networking method 49 1994
 
STEVEN M. HOFFBERG 2004-1 GRAT (1)
6400996 Adaptive pattern recognition based control system and method 1040 1999
 
OSS Corporation (1)
6414966 Bridging device for mapping/demapping ethernet packet data directly onto and from a sonet network 73 2000
 
SIEMENS ENTERPRISE COMMUNICATIONS, INC. (2)
6714643 System and method for implementing wait time estimation in automatic call distribution queues 142 2000
6546087 Method and system for enabling queue camp-on for skills-based routing 188 2001
 
HITACHI, LTD. (2)
5235679 Guidance method and apparatus upon a computer system 84 1992
2005/0015,197 Communication type navigation system and navigation method 78 2004
 
ZARBAÑA DIGITAL FUND LLC (2)
6526126 Identifying an unidentified person using an ambiguity-resolution criterion 35 2001
7006605 Authenticating a caller before providing the caller with access to one or more secured resources 76 2003
 
AT&T INTELLECTUAL PROPERTY I, L.P. (5)
6879683 System and method for providing a call back option for callers to a call center 76 2001
2004/0109,555 Method and system for improved routing of repair calls to a call center 97 2002
2006/0177,040 Call center system for multiple transaction selections 39 2005
* 7657020 Call routing system and method of using the same 10 2005
2006/0291,642 Call routing system and method of using the same 36 2005
 
ORACLE INTERNATIONAL CORPORATION (1)
6832224 Method and apparatus for assigning a confidence level to a term within a user knowledge profile 140 2002
 
MatchMD, LLC (1)
2002/0165,732 System and method for automated and interactive scheduling 113 2002
 
MATRIX NETSYSTEMS, INC. (1)
2002/0059,169 System for quickly collecting operational data for internet destinations 45 2001
 
KABUSHIKI KAISHA TOSHIBA (1)
5632002 Speech recognition interface system suitable for window systems and speech mail systems 180 1993
 
BELL TELEPHONE LABORATORIES, INCORPORATED (2)
4788715 Announcing waiting times in queuing systems 184 1986
4953204 Multilocation queuing for telephone calls 235 1989
 
RAYTHEON BBN TECHNOLOGIES CORP. (1)
6700972 System and method for processing and collecting data from a call directed to a call center 105 1999
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (11)
4964077 Method for automatically adjusting help information displayed in an online interactive system 240 1987
2002/0067,820 CALL MANAGEMENT SYSTEM USING COMBINED CALLING LISTS 17 1998
6721416 Call centre agent automated assistance 97 2000
6529871 Apparatus and method for speaker verification/identification/classification employing non-acoustic and/or acoustic models and databases 168 2000
6964023 System and method for multi-modal focus detection, referential ambiguity resolution and mood classification using multi-modal input 295 2001
7095842 Enabling caller controlled hold queue position adjustment 32 2001
7130411 Hold queue position publication 34 2001
7245716 Controlling hold queue position adjustment 69 2001
6915246 Employing speech recognition and capturing customer speech to improve customer service 89 2001
7072457 Transferring a call to a backup according to call context 20 2001
7184534 Using a telephony application server for call control with a voice server 31 2002
 
SPORTWARE TECHNOLOGIES, INC. (1)
6615248 Method and system for presenting content selection options 148 1999
 
AT&T IPM CORP. (1)
5432845 Post answer telephone call redirection or rerouting 86 1992
 
LUCENT TECHNOLOGIES INC. (5)
6269153 Methods and apparatus for automatic call routing including disambiguating routing decisions 145 1998
6438520 Apparatus, method and system for cross-speaker speech recognition for telecommunication applications 34 1999
6600736 Method of providing transfer capability on web-based interactive voice response services 224 1999
6694012 System and method to provide control of music on hold to the hold party 60 1999
2002/0046,030 Method and apparatus for improved call handling and service based on caller's demographic information 139 2001
 
CISCO TECHNOLOGY, INC. (3)
6510414 Speech recognition assisted data entry system and method 75 1999
6891932 System and methodology for voice activated access to multiple data sources and voice repositories in a single session 60 2001
2006/0256,956 System and method for providing queue time credit for self-servicing callers 23 2005
 
IXI IP, LLC (1)
7013112 Method, system and computer readable medium for making a business decision in response to information from a short distance wireless network 29 2001
 
QJUNCTION TECHNOLOGY, INC. (1)
* 2002/0087,316 Computer-implemented grammar-based speech understanding method and system 22 2001
 
ENPOCKET, INC. (1)
2003/0130,864 Facilitation of mobile direct response by service callback 89 2002
 
FUJITSU LIMITED (2)
6553112 Call center system 48 1998
7035388 Caller identifying method, program, and apparatus and recording medium 62 2002
 
IP LEARN, LLC (1)
6571240 Information processing for searching categorizing information in a document based on a categorization hierarchy and extracted phrases 123 2000
 
EMC CORPORATION (1)
6173289 Apparatus and method for performing actions on object-oriented software objects in a directory services system 85 1997
 
SMART TONE, INC. (1)
5732133 System and method for selecting and generating telephone access numbers for limiting access to a telephone service 40 1996
 
MOBILEUM, INC. (1)
7092370 Method and system for wireless voice channel/data channel integration 281 2001
 
VSC INDUSTRIES, INC. (1)
5297183 Speech recognition system for electronic switches in a cellular telephone or personal communication network 131 1992
 
ORANGE SA (1)
5652789 Network based knowledgeable assistant 588 1994
 
VERIZON LABORATORIES INC. (1)
6782412 Systems and methods for providing unified multimedia communication services 315 1999
 
24/7 CUSTOMER, INC. (1)
6798876 Method and apparatus for intelligent routing of incoming calls to representatives in a call center 168 1999
 
SANFORD J. MORGANSTEIN (1)
5940476 System and method for identifying an unidentified caller 213 1996
 
AT&T KNOWLEDGE VENTURES, L.P. (10)
2004/0042,592 Method, system and apparatus for providing an adaptive persona in speech-based interactive voice response systems 82 2002
2004/0073,569 System and method for integrating a personal adaptive agent 81 2002
6847711 Method for evaluating customer call center system designs 53 2003
2004/0230,438 System and method for automated customer feedback 99 2003
2005/0055,216 System and method for the automated collection of data for grammar creation 56 2003
2005/0075,894 System, method & software for a user responsive call center customer service delivery solution 51 2003
2005/0080,667 System and method for automated customized content delivery for web sites 51 2003
2005/0131,892 Natural language web site interface 56 2003
2005/0169,453 Method, software and system for developing interactive call center agent personas 51 2004
2005/0078,805 System and method for the automated analysis of performance data 57 2004
 
NUANCE COMMUNICATIONS, INC. (15)
6049594 Automatic vocabulary generation for telecommunications network-based voice-dialing 90 1997
6483899 Voice messaging system 62 1998
6944592 Interactive voice response system 75 2000
6584180 Automatic voice response system using voice recognition means and method of the same 68 2001
6751591 Method and system for predicting understanding errors in a task classification system 92 2001
6792096 Directory assistance dialog with configuration switches to switch from automated speech recognition to operator-assisted dialog 67 2002
6697460 Adaptive voice recognition menu method and system 69 2002
* 2003/0130,841 System and method of spoken language understanding in human computer dialogs 31 2002
* 7415101 System, method and software for a speech-enabled call routing application using an action-object matrix 13 2003
* 7620159 System, method and software for transitioning between speech-enabled applications using action-object matrices 11 2004
* 7460650 Method for designing an automated speech recognition (ASR) interface for a customer call center 14 2004
* 7623632 Method, system and software for implementing an automated call routing application in a speech enabled call center environment 16 2004
* 7110949 System and method for analysis and adjustment of speech-enabled systems 16 2004
* 7450698 System and method of utilizing a hybrid semantic model for speech recognition 31 2005
* 7627096 System and method for independently recognizing and selecting actions and objects in a speech recognition system 23 2005
 
SIEMENS INFORMATION AND COMMUNICATION NETWORKS, INC. (1)
* 2001/0026,608 Notification system for multimedia messaging systems 11 2001
 
AMERICAN TEL-A-SYSTEMS, INC. (1)
2006/0190,424 System and method for dynamically linking 13 2005
 
BENHOV GMBH, LLC (1)
6119101 Intelligent agents for electronic commerce 641 1997
 
AMCOL INTERNATIONAL CORPORATION (1)
4975841 Method and apparatus for reporting customer data 134 1990
 
FUJITSU NETWORK COMMUNICATIONS, INC. (1)
6317439 Architecture for a SONET line unit including optical transceiver, cross-connect and synchronization subsystem 95 1999
 
HIGHDEAL (1)
2003/0144,919 Product sale process management system 49 2002
 
INTERACTIONS LLC (2)
2006/0036,437 System and method for targeted tuning module of a speech recognition system 31 2004
* 7242751 System and method for speech recognition-enabled automatic call routing 25 2004
 
AT&T Bell Laboratories (3)
6405159 Method for categorizing, describing and modeling types of system users 158 1998
6631186 System and method for implementing and accessing call forwarding services 204 2000
2003/0204,435 Direct collection of customer intentions for designing customer service center interface 65 2002
 
JPMORGAN CHASE BANK, NATIONAL ASSOCIATION (1)
6553113 System and methods for call decisioning in a virtual call center integrating telephony with computers 146 1999
 
VIAVI SOLUTIONS INC. (2)
7142652 Apparatus and method to identify potential work-at-home callers 25 2003
2005/0018,825 Apparatus and method to identify potential work-at-home callers 27 2003
 
MICROSOFT TECHNOLOGY LICENSING, LLC (2)
6766320 Search engine with natural language-based robust parsing for user query and relevance feedback learning 338 2000
2004/0243,568 Search engine with natural language-based robust parsing of user query and relevance feedback learning 112 2004
 
WALKER ASSET MANAGEMENT LIMITED PARTNERSHIP (1)
5946388 Method and apparatus for priority queuing of telephone calls 212 1997
 
CAVIUM, INC. (1)
2006/0056,406 Packet queuing, scheduling and ordering 53 2004
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (8)
6002760 Intelligent virtual queue 221 1998
6044146 Method and apparatus for call distribution and override with priority 132 1998
6118866 Emergency call load management for call centers 99 1998
6381329 Point-of-presence call center management system 86 1999
6259786 Intelligent virtual queue 105 1999
6442247 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment 76 2000
6320951 Transfer-connect telephony services utilizing automated audio systems 47 2000
2004/0083,479 Method for organizing multiple versions of XML for use in a contact center environment 95 2002
 
redtagoutlet.com, inc. (1)
2001/0018,672 Method and apparatus for facilitating the sale of goods over the internet 78 2001
 
MICROSTRATEGY, INCORPORATED (1)
6885734 System and method for the creation and automatic deployment of personalized, dynamic and interactive inbound and outbound voice services, with real-time interactive voice database queries 199 2000
 
Genesys Telecommunications (1)
6922689 Method and apparatus for auto-assisting agents in agent-hosted communications sessions 59 1999
 
NET2PHONE, INC. (1)
5999965 Automatic call distribution server for computer telephony communications 333 1997
 
VERIZON PATENT AND LICENSING INC. (8)
6038293 Method and system for efficiently transferring telephone calls 145 1997
6366658 Telecommunications architecture for call center services using advanced interactive voice responsive service node 145 1998
6353608 Host connect gateway for communications between interactive voice response platforms and customer host computing applications 82 1998
* 2002/0064,149 System and method for providing requested quality of service in a hybrid network 394 2001
6970554 System and method for observing calls to a call center 85 2002
7003079 Apparatus and method for monitoring performance of an automated response system 90 2002
7039166 Apparatus and method for visually representing behavior of a user of an automated response system 131 2002
6763095 Unified messaging system and method 27 2002
 
SPEECHWORKS INTERNATIONAL, INC. (2)
6173266 System and method for developing interactive speech applications 357 1998
6519562 Dynamic semantic control of a speech recognition system 126 1999
 
MITEL NETWORKS CORPORATION (1)
6411687 Call routing based on the caller's mood 168 1998
 
SA Interactive Information Technology, Inc. (1)
6421433 Interactive voice personal and live connection telephone messaging system 18 2001
 
MAVENIR LTD. (2)
6775359 Voice reply to incoming e-mail messages, via e-mail 94 1999
7133504 Non-voice completion of voice calls 21 2001
 
GENESYS LABORATORIES CANADA INC. (1)
7031444 Computer-implemented voice markup system and method 39 2002
 
Ericsson Messaging Systems Inc. (1)
5497373 Multi-media interface 455 1994
 
E-TALK CORPORATION (3)
5621789 Method and system for integrating a plurality of call center agent performance enhancement modules 182 1993
5555299 Method and system for transferring calls and call-related data between a plurality of call centers 201 1995
5937051 Method and system for transferring calls and call-related data between a plurality of call centers 168 1997
 
Speech Systems of Colorado, Inc. (1)
5754978 Speech recognition system 105 1995
 
ALCATEL N.V. (1)
5042006 Method of and circuit arrangement for guiding a user of a communication or data terminal 63 1989
 
INTERACTIVE INTELLIGENCE GROUP, INC. (1)
6847715 Method and system for informing callers within a queue 53 2000
 
Netcall PLC (1)
6704404 Callback telecommunication system and method 57 2000
 
RPX CORPORATION (3)
6587556 Skills based routing method and system for call center 138 2000
6603854 System and method for evaluating agents in call center 223 2000
7027975 Guided natural language interface system and method 224 2000
 
CENTAURI NETSYSTEMS CORP. (1)
2003/0097,428 Internet server appliance platform with flexible integrated suite of server resources and content delivery capabilities supporting continuous data flow demands and bursty demands 83 2001
 
MATSUSHITA ELECTRIC INDUSTRIAL CO., LTD. (2)
6901366 System and method for assessing TV-related information over the internet 149 1999
2002/0049,874 Data processing device used in serial communication system 18 2001
 
UNIVERSITY OF SOUTHERN CALIFORNIA (1)
2006/0195,312 Integer programming decoder for machine translation 21 2006
 
AT&T CORP. (8)
5590186 System and method for redirecting a telephone call with call merging 109 1993
5530744 Method and system for dynamic customized call routing 328 1994
6175621 Priority call on busy 67 1997
6400804 On-hold activity selection apparatus and method 189 1998
6707789 Flexible SONET ring with integrated cross-connect system 58 1999
6577718 Method for call forwarding without hairpinning and with split billing 47 1999
2003/0035,381 Network-based teleconferencing capabilities utilizing data network call set-up requests 95 2001
6738473 Call queuing 61 2001
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
AT&T INTELLECTUAL PROPERTY I, L.P. (3)
8879714 System and method of determining call treatment of repeat calls 0 2012
8731165 System and method of automated order status retrieval 0 2013
9088657 System and method of automated order status retrieval 0 2014
 
NUANCE COMMUNICATIONS, INC. (5)
* 8229091 Interactive voice response to short message service text messenger 6 2009
* 2009/0196,405 IVR TO SMS TEXT MESSENGER 9 2009
* 8218754 System, method and software for transitioning between speech-enabled applications using action-object matrices 0 2009
8824659 System and method for speech-enabled call routing 1 2013
9088652 System and method for speech-enabled call routing 1 2014
 
INTERACTIONS LLC (3)
9112972 System and method for processing speech 2 2012
9368111 System and method for targeted tuning of a speech recognition system 0 2014
9350862 System and method for processing speech 0 2015
 
SBC KNOWLEDGE VENTURES, L.P. (2)
8401851 System and method for targeted tuning of a speech recognition system 6 2009
8751232 System and method for targeted tuning of a speech recognition system 0 2013
 
INTELLISIST, INC. (8)
* 8170197 System and method for providing automated call center post-call processing 11 2005
* 2005/0177,368 System and method for providing a message-based communications infrastructure for automated call center post-call processing 18 2005
8068595 System and method for providing a multi-modal communications infrastructure for automated call center operation 7 2007
8457296 System and method for processing multi-modal communications during a call session 1 2011
8804938 Computer-implemented system and method for processing user communications 0 2013
9014362 System and method for processing multi-modal communications within a call center 0 2014
9258414 Computer-implemented system and method for facilitating agent-customer calls 0 2015
9667789 System and method for facilitating agent-caller communication during a call 0 2016
* Cited By Examiner

Maintenance Fees

Fee Large entity fee small entity fee micro entity fee due date
7.5 Year Payment $3600.00 $1800.00 $900.00 Jan 6, 2018
11.5 Year Payment $7400.00 $3700.00 $1850.00 Jan 6, 2022
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