Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.

Abstract: A command set and associated capabilities are defined for a speech analytics component (“SAC”) in a call center. The speech analytics component is used to monitor speech of an agent and a remote party on a call for the purpose of determining whether the agent is complying with various call center policies or applicable regulations. The command set allows the call handler to instruct the SAC to load a keyword set into memory for future use, apply the keyword set to an indicated call and for an indicated party, to remove use of the keyword set, and to release the keyword set from memory. This allows the SAC to monitor speech as required for a particular context, which is known to the call handler, but not necessarily by the SAC. In this way, efficient use of the SAC processing resource is obtained for various call contexts.

Abstract: A distributed method of delivering events to agent devices. A first software module generates an event, e.g., a screen pop event or a ringing event, for delivery to a second module responsible for an agent device. A third module, which may be the same module as the first module, evaluates a hash function to determine an identifier for the second module from an identifier for the agent device. The first module delivers the event to the second module, which responds to the event, e.g., by causing an agent device to generate a ringing alert or to display a screen pop.

Abstract: A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.

Abstract: A method includes receiving, at a destination communication device, information related to a communication from a source communication device. The method further includes determining, at the destination communication device, a designation of the source communication device based on the information. The method further includes selecting, based on the designation, a prompt from multiple prompts. The method further includes sending the prompt from the destination communication device to the source communication device. The prompt is a request for second information related to urgency of the call.

Abstract: A method for partitioning a call center having N agents associated with M agent groups, for computation by a plurality of computational nodes, has steps for (a) assigning each agent as a vertex in a hypergraph; (b) assigning each agent group as a hyper-edge in the hypergraph; and (c) applying a hypergraph partitioning algorithm to partition the agents and groups relative to the nodes with the hypergraph cost function awarding equal load distribution to nodes and minimizing inter-node traffic.

Abstract: A system of altering an audio signal presented to a user may include an input configured to receive data indicating a status of an environment outside of an audio device, where the audio device is configured to present an audio signal to a user. The system may also include a detection unit configured to detect a condition based on the received data and an audio altering unit configured to direct altering of the audio signal presented to the user based on the detection of the condition.

Abstract: A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.

Abstract: The invention disclosed is a new system and method for providing the mutual sharing of resources devoted to customer service. The system utilizes a telecommunications switching apparatus to rout incoming customer contacts to one or more pools of customer service agents. The system provides for a universal customer service interface that allows customer service agents to assist customers of other related companies. The automated system for sharing customer service resources includes a mutual assistance routing system in communication with requesting users of customer service agents, responding providers of customer service agents, databases containing customer information, thereby allowing customers who contact the requesting user to be served by shared agents.

Abstract: Network switching arrangements including: setting an operation mode of a target switching block to a operation mode that is different from an operation mode of a first switching block while the first switching block is handling a switching process, the target switching block being one switching block selected from second switching blocks; performing a switchover process including starting the switching process using the target switching block instead of the first switching block, after completion of setting the operation mode of the target switching block; and copying the switching information held by the first switching block to the target switching block, prior to starting the switching process using the target switching block, after completion of setting the operation mode of the target switching block.

Abstract: Network presence is used to assign a worker to a task. In today's networked environment, workers may be remotely located but still accomplish tasks. As long as workers have network access, the workers may be assigned tasks for completion. As tasks are completion, the network presences of the workers are determined, and the tasks may be assigned based on the network presences.

Abstract: A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.

Abstract: Methods and apparatus to respond to monitor subscriber activity are disclosed. An example method includes receiving a first set of client telephone number (TN) data associated with a client and a current time period, and receiving a second set of client TN data associated with a prior time period. The example method also includes receiving a first set of subscriber activity data associated with the current time period, identifying a TN that is in the first set of subscriber activity data and is absent from at least one of the first or second sets of client TN data, and identifying the TN with at least one of a new inroad for a competitor or a new inroad for the client based on at least one activity code from the first set of subscriber activity data.

Abstract: A method of performing call setup in a system comprises an origination telephony network, a termination telephony network and a packet switched data network interconnecting therebetween comprises steps of implementing call setup across the two telephony networks by SS7 protocol and implementing call setup within the packet switched data network by H.323 protocol. In particular, the call setup in the data network is not started until information of the resources status in the termination telephony network is available. A novel gateway is provided to implement the method, which comprises both SS7 capabilities and H.323 functionalities.

Abstract: The electret condenser microphone according to the present invention includes an electret condenser microphone unit including a diaphragm and a fixed pole disposed opposite to the diaphragm; and a three-pin plug including a hot terminal and a cold terminal and being capable of producing a balanced output, wherein each of the hot terminal and the cold terminal is coupled to an FET that functions as an impedance converter a gate terminal of one of the FETs is coupled to the diaphragm, a gate terminal of the other of the FETs is coupled to the fixed pole, and the gate terminal of the FET coupled to the cold terminal is AC-grounded.

Abstract: A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.

Abstract: A method may include identifying diverse applications associated with supervision of agent work stations. The method may include generating a unified view interface based on supervisory communications associated with the diverse applications and receiving a request for the unified view interface from a supervisory interface device. The method may include exporting the unified view interface to the supervisory interface device. The method may further include receiving notifications associated with the diverse applications, and sending the notifications to the supervisory interface device.

Abstract: An acoustic pickup transducer device for converting sounds produced by a musical instrument into electrical signals proportional in amplitude and frequency to the instrument sounds includes a housing which has protruding therefrom a suction cup for removably attaching the device to an instrument, and a microphone interconnected through interface circuitry including a volume control potentiometer within the housing to an audio output signal jack. In a preferred embodiment, the microphone is fastened to the outer end of a flexible “gooseneck” stalk which extends from the housing at an angle adjustable by manually bending the stalk to a desired shape, which is retained by a bent wire within the stalk, thus enabling adjustment of the direction of peak sound responsivity or directivity over a wide range of angles. Preferably, the microphone is an electret type supplied with a D.C. bias voltage by a coin-cell battery within the housing.

Abstract: A system, method, and computer program product are provided for proactive customer care utilizing predictive models. In use, historical data associated with a plurality of customers of a service provider is identified. Further, at least one first predictive model is generated based on the historical data associated with the plurality of customers, the at least one first predictive model indicating a propensity of each of the plurality of customers to call a call center associated with the service provider. Additionally, a portion of the plurality of customers are proactively notified based on call propensity information associated with the at least one first predictive model, in response to identifying at least one customer issue associated with the plurality of customers, the portion of the plurality of customers including customers identified as persuadable customers based on the at least one first predictive model. Furthermore, a behavior of the plurality of customers is monitored.

Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.