Abstract: One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

Abstract: A system for optimized and distributed routing of interactions, comprising a plurality of media servers operating adapted to handle interactions of one or more specific media types, a statistics server, a routing database, and a routing server. Upon receiving or initiating an interaction of a specific media type, a first media server from the media servers sends a route request message comprising at least an interaction identifier and a collection of interaction-specific data to the routing server, the statistics server receives event notifications from the media servers and computes one or more statistics, and the routing server executes, using statistical data from the statistics server and data from the routing database, a routing script comprising a constraint-based optimization process in response to the route request message and sends a response to the first media server directing it to route the interaction to a specific target resource.

Abstract: The invention provides a computer-implemented method of handling a telephone call, comprising monitoring a conversation between an agent and a customer on a telephone line as part of the telephone call to extract the audio signal therefrom. Real-time voice analytics are performed on the extracted audio signal while the telephone call is in progress. The results from the voice analytics are then passed to a computer-telephony integration system responsible for the call for use by the computer-telephony integration system for determining future handling of the call.

Abstract: One embodiment of the present invention provides a method and system for handling a telephone call. The method comprises receiving an incoming call at a computer-telephony server located as service provider equipment within a telephone network, followed by setting up a call from the computer-telephony server to a customer location. The customer location has a plurality of agents, each agent having an associated computer workstation. The call is forwarded at the customer location to a receiving agent selected from the plurality of agents. There is now communication between the computer-telephony server and one or more of the agents to allow the computer-telephony server to identify the receiving agent. The computer telephony server uses voice analytics on speech input from the receiving agent to identify the receiving agent.

Abstract: Call centre, automatic call distribution (ACD), with computer telephony integration (CTI) providing a search engine that is automatically fed with the calling line identifier (CLI) such that a search can be performed to find related documents, emails, URLs using private or public databases that may be accessed for free or only after having paid a subscription. The application also mentions that the system can be applied to outgoing calls in which case the dialed number is used for performing the search.

Abstract: One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management, CRM data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardised format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.