Patents Assigned to The Plum Group
  • INTERACTIVE VOICE RESPONSE SYSTEM AND METHOD WITH COMMON INTERFACE AND INTELLIGENT AGENT MONITORING
    Publication number: 20140079208
    Abstract: A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems.
    Type: Application
    Filed: October 28, 2013
    Publication date: March 20, 2014
    Applicant: The Plum Group
    Inventors: Matthew J. Ervin, Matthew Jones, Andrew Kuan