Abstract: A method to determine transaction distribution among a plurality of transaction processing systems may include calculating estimated handling resources for each of the plurality of transaction processing systems based upon measured actual handling resources and identified scheduled handling resources. Transaction allocations may be determined for each of the transaction processing systems based upon the estimated handling resources.

Abstract: A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.

Abstract: A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined.

Abstract: A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.

Abstract: A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources associated with each of several transaction processing systems, such as automatic call distributors (ACDs), are measured at times t and t+n. Scheduled handling resources associated with each of the transaction processing systems for times t and t+n are also identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Finally, based upon the estimated handling resources, transaction allocations for each of the transaction processing systems are determined. According to another aspect of the present invention, a virtual call center is provided.

Abstract: A pronunciation training system and methods are provided as a series of programmed routines stored on an item of removable storage media, and select information generated by a speech analysis engine to compute and display graphical representations of metrics useful to a student. The student selects from among a plurality of pre-recorded utterances spoken by a native speaker, and the student then records his or her pronunciation of the utterance. The software computes and displays graphical metrics for the native speaker's utterance and the student's utterance, in any of a variety of formats, on a side-by-side basis. The system also permits the student to repeat selected phrases and to monitor improvement by similarity between the graphical metrics.

Abstract: Knowledge based speech recognition apparatus and methods are provided for translating an input speech signal to text. The speech recognition apparatus captures an input speech signal, segments it based on the detection of pitch period, and generates a series of hypothesized acoustic feature vectors for the input speech signal that characterizes the signal in terms of primary acoustic events, detectable vowel sounds and other acoustic features. The apparatus and methods employ a largely speaker-independent dictionary based upon the application of phonological and phonetic/acoustic rules to generate acoustic event transcriptions against which the series of hypothesized acoustic feature vectors are compared to select word choices. Local and global syntactic analysis of the word choices is provided to enhance the recognition capability of the methods and apparatus.