System and method for automatic intention evaluation and communication routing

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 9661138
APP PUB NO 20160205254A1
SERIAL NO

14596636

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A communication system and method for routing communications can include a communication device that is configured to route a communication connection based on empirical data relating to an attempted communication. For instance, in some embodiments the device of a communication system can be configured to utilize stored and classified empirical data for automatically determining a subject of an attempted communication made by a user via the user's communication terminal and dependencies the user for that attempted communication may have on a callee for use in establishing a connection for the caller based on the determined dependencies and determined subject of the attempted communication. Information regarding the determined subject of the communication attempt can be based on the stored empirical data. The attempted communication can also be rerouted to another user based on the empirical communication data if that attempted communication is not established within a pre-selected time period.

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Patent Owner(s)

Patent OwnerAddressTotal Patents
UNIFY GMBH & CO. KGMUENCHEN, DE464

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Cited Art Landscape

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
* 8516052 Dynamically managing online communication groups 3 2010
 
Other [Check patent profile for assignment information] (1)
* 9197448 Direct response and feedback system 1 2011
 
CRANBROOK TECHNOLOGY, LLC (1)
* 2011/0150,198 SYSTEM AND METHOD FOR MERGING VOICE CALLS BASED ON TOPICS 5 2009
 
CISCO TECHNOLOGY, INC. (1)
2010/0027,778 METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION 18 2008
 
SIEMENS ENTERPRISE COMMUNICATIONS, INC. (3)
6259785 System and method for dynamically altering digital voice mixing location in ACD silent monitoring 18 1998
6363145 Apparatus and method for automated voice analysis in ACD silent call monitoring 93 1998
6128380 Automatic call distribution and training system 142 1998
 
UNIFY GMBH & CO. KG (2)
7697677 Method for call distribution in a call center and associated call distribution apparatus 3 2002
8767933 Method for communication and components in a communications network 1 2011
 
UNIFY, INC. (3)
6327364 Reducing resource consumption by ACD systems 45 1998
6687877 Web-based call center system with web document annotation 83 1999
6819755 Methods and apparatus for controlling call handling in a communications network 2 2001
 
MIMECAST SERVICES LTD. (1)
* 2015/0081,802 FACILITATING USER COMMUNICATION ABOUT A COMMON TOPIC 2 2013
 
AFINITI INTERNATIONAL HOLDINGS, LTD. (1)
2009/0190,750 Routing callers out of queue order for a call center routing system 50 2008
 
THE BOEING COMPANY (1)
* 2010/0191,799 COLLABORATIVE BROWSING AND RELATED METHODS AND SYSTEMS 31 2009
 
AVAYA INC. (4)
* 7336779 Topical dynamic chat 49 2002
* 2003/0185,379 Managing communications in a call centre 35 2002
* 8391463 Method and apparatus for identifying related contacts 4 2006
* 8515049 Social network urgent communication monitor and real-time call launch system 6 2010
 
TEKNEKRON CORPORATION (1)
6215865 System, method and user interface for data announced call transfer 116 1998
 
BANK OF AMERICA CORPORATION (1)
* 2013/0051,545 CALL CENTER SYSTEM FOR DYNAMIC DETERMINATION OF APPROPRIATE REPRESENTATIVE 11 2011
 
ARISE VIRTUAL SOLUTIONS, INC. (1)
6934379 Multiple client remote agent network method 48 2001
 
GOOGLE TECHNOLOGY HOLDINGS LLC (2)
* 2011/0106,895 SOCIAL SEARCH ENGINE 48 2010
* 2015/0088,988 Social Queue on Television 3 2012
* Cited By Examiner

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3.5 Year Payment $1600.00 $800.00 $400.00 Nov 23, 2020
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