Agent Assignment (e.g., Allocation Of Agent's Time To A Specific Task) Patents (Class 379/265.05)
  • Patent number: 10334099
    Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.
    Type: Grant
    Filed: October 29, 2014
    Date of Patent: June 25, 2019
    Assignee: United Services Automobile Association (USAA)
    Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
  • Patent number: 10244116
    Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. The data processing system compares an amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.
    Type: Grant
    Filed: May 23, 2016
    Date of Patent: March 26, 2019
    Assignee: International Business Machines Corporation
    Inventors: Sheri G. Daye, Peeyush Jaiswal
  • Patent number: 10133993
    Abstract: Techniques for generating an expert database and verifying an expert using member data are described. A search request can be received from a device of the user. The search request can include a specific skill associated with the expert. Additionally, profile data can be accessed from a database in the online social network. Additionally, an expert recommendation process can determine an expert from the members of the online social network based on the search request and the profile data of the members. Moreover, social graph data can be accessed from a second database in the online social network. Furthermore, a connection path process can determine the connection path between the user and the expert based on the social graph data. Subsequently, the determined expert and the determined optimal path between the user and the expert can be presented on a display of the device.
    Type: Grant
    Filed: December 2, 2015
    Date of Patent: November 20, 2018
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Mehul Kamlesh Rathod, Utkarsh Kishor Contractor, Wilmar DeJesus Bolivar, Debasish Mishra
  • Patent number: 9971817
    Abstract: A computing apparatus configured in the communication system to store data about advisers, including availability status of the advisers for real time communications with customers, ratings of the advisers by prior customers, compensate rates of the advisers, probability of being connected within a period of time for real time communication with customers, etc. The computing apparatus customizes the selection of lists of advisers for presentation to customers and/or the sequences of the lists to reduce collisions in concurrent requests for connections to same advisers for real time communication connections. The customization may include randomizing top portions of the lists, selecting and/or ranking the advisers in real time based on probability of advisers being connected within a period of time for real time communication with customers, etc.
    Type: Grant
    Filed: December 29, 2014
    Date of Patent: May 15, 2018
    Assignee: INGENIO, LLC.
    Inventors: Olena Dopiro, Iulia Stefan, Geoffrey Wagner Skow
  • Patent number: 9972024
    Abstract: Embodiments provide systems and methods for providing customer insights across multiple channels based on cross-channel interactions with the customer. More specifically, embodiments of the present invention are directed to a customer insight hub that leverages data sources across a Customer Relationship Management (CRM) product suite of a plurality of different CRM applications to generate rich customer insights that can be easily leveraged across customer channels including but not limited to web, telephony, chat, emails, social, etc. These insights can be used by different processes and/or provided on an agent desktop to facilitate the delivery of a personalized, efficient, and consistent end customer experience across customer touch points or channels. Embodiments include defining and generating commonly used customer insights, including but not limited to customer identity, customer intent, customer priority, and customer preferences, as well as custom insights.
    Type: Grant
    Filed: May 20, 2014
    Date of Patent: May 15, 2018
    Assignee: ORACLE INTERNATIONAL CORPORATION
    Inventors: Victor Chung-Wai Chan, W. Scott Seebauer
  • Patent number: 9860378
    Abstract: Systems and methods described herein enable call center managers to identify behavioral drivers for improving call agents' performance. A computing device obtains call data for multiple calls received at a call center and plots individual calls of the multiple calls, based on the call data, against three behavioral measures related to agent activities. The computing device identifies an optimal zone, among the plotted individual calls, for a selected performance metric value over the three behavioral measures. The computing device also plots a particular agent's calls, based on the call data, against the three behavioral measures and identifies an agent's zone, among the plotted agent's calls, for the selected performance metric value. The computing device generates a visual model of the optimal zone and the agent's zone within the context of the three behavioral measures.
    Type: Grant
    Filed: September 24, 2013
    Date of Patent: January 2, 2018
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Manah M. Khalil, Ehssan Ghanem, Vijaya R. Challa
  • Patent number: 9742920
    Abstract: Embodiments relate to facilitating communications between customers and customer service representatives. A method for facilitating communications between customers and customer service representatives is provided. The method generates a graph of expressions of a customer. The method generates a graph of expressions of each customer service representative of a plurality of customer service representatives. The method performs a graphical text analysis on the graph for the customer to identify an interaction style of the customer. The method performs a graphical text analysis on the graph for each customer service representative to identify an interaction style of the customer service representative. The method selects a customer service representative from the plurality of the customer service representatives based on the interaction style of the customer and the interaction styles of the plurality of the customer service representative.
    Type: Grant
    Filed: January 17, 2017
    Date of Patent: August 22, 2017
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Guillermo A. Cecchi, James R. Kozloski, Clifford A. Pickover, Irina Rish, Ajay K. Royyuru
  • Patent number: 9691044
    Abstract: Embodiments for providing roles based system access to a user include systems for identifying an application login event and a role associated with the login event. Further the embodiments include selecting code associated with the identified role, inserting, by a processor, the code into an application shell; and providing, by a processor, the content of the shell to an application associated with a computing device of the user in response to the login event, the content of the shell comprising only role specific data. In specific embodiments, data unrelated to the identified role is not provided to the application or stored in the computing device.
    Type: Grant
    Filed: November 5, 2013
    Date of Patent: June 27, 2017
    Assignee: Bank of America Corporation
    Inventors: Hudson Philip Hoen, IV, Jason N. Alexandrian
  • Patent number: 9672500
    Abstract: A self-service terminal service contingency method and a site server are provided. The method includes: acquiring self-service services corresponding to a self-service terminal under a self-service site; detecting whether a service is lacked among the self-service services, and if yes, acquiring resources and/or components required by the lacked service, of the self-service terminal; detecting whether the self-service site has the resources and/or components required by the lacked service, of the self-service terminal, and if yes, integrating the resources and/or the components under the self-service network according to a preset combination rule; and driving the integrated resources and/or the components to cooperate with each other according to a preset optimization rule, so as to enable the self-service site to provide a self-service service corresponding to the lacked service.
    Type: Grant
    Filed: October 22, 2014
    Date of Patent: June 6, 2017
    Assignee: GRG BANKING EQUIPMENT CO., LTD.
    Inventors: Dahai Xiao, Qinghua Wang, Haiyang Li, Wenjiu Long, Fei Xiong, Zhuming Xiao
  • Patent number: 9653082
    Abstract: Methods and systems for handling speech recognition processing in effectively real-time, via the Internet, in order that users do not experience noticeable delays from the start until they receive responsive feedback. A user uses a client to access the Internet and a server supporting speech recognition processing. The user inputs speech to the client, which transmits the user speech to the server in approximate real-time. The server evaluates the user speech, and provides responsive feedback to the client, again, in approximate real-time, with minimum latency delays. The client upon receiving responsive feedback from the server, displays, or otherwise provides, the feedback to the user.
    Type: Grant
    Filed: August 17, 2015
    Date of Patent: May 16, 2017
    Assignee: Pearson Education, Inc.
    Inventor: Christopher S. Jochumson
  • Patent number: 9628463
    Abstract: A communication software module executing on a computerized appliance from a machine-readable medium includes functionality enabling a user to direct a communication event to a particular destination by an address of the destination, functionality for transmitting the destination address to a remote trust authority, functionality for initiating the communication event, and functionality for receiving trust information from the remote trust authority, the trust information associated with an enterprise or a person associated with the destination address. Various communication modules are provided, such as email clients, instant messaging systems, chat systems, and voice communication systems.
    Type: Grant
    Filed: January 7, 2015
    Date of Patent: April 18, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, S. Michael Perlmutter, Brian Galvin
  • Patent number: 9614960
    Abstract: An automatic list scheduling (“ALS”) system monitors usage of calling lists by an administrator where the administrator terminates usage of a calling list based on various measured parameters. The ALS system is configure to learn the conditions associated with the measured parameters and, in one embodiment, recommends to the administrator when to terminate use of a current calling list in favor of another list. A learning mode gathers various samples of the measured parameters associated with calling lists, and analyzes the sample to determine a threshold value. Upon monitoring the measured values for subsequent usage of calling lists, the current measured parameters are compared to the threshold value to determine whether to generate a recommendation to the administrator. In one embodiment, the time zone of the called party and the applicable calling window is used to determine whether the current list can continued to be used.
    Type: Grant
    Filed: July 19, 2016
    Date of Patent: April 4, 2017
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventor: Patrick M. McDaniel
  • Patent number: 9443244
    Abstract: Systems and methods for utilizing customer data in a communication system are provided. In exemplary embodiments, customer records at a customer data warehousing system are accessed. Customer data from the customer records are extracted and associated with a customer identifier. The customer data is then stored to an indexed database, the extracted customer data being indexed according to the identifier. When an incoming communication is received, the communication system will determine a communication identifier of the incoming communication. A lookup and matching process is then performed using the communication identifier in the indexed customer information database. If a matching customer identifier is found, associated customer data may be retrieved and used to provide enhanced communication system services including communication routing and customer data alerts.
    Type: Grant
    Filed: March 16, 2009
    Date of Patent: September 13, 2016
    Assignee: Fonality, Inc.
    Inventor: Christopher M. Lyman
  • Patent number: 9420107
    Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.
    Type: Grant
    Filed: March 17, 2015
    Date of Patent: August 16, 2016
    Assignee: International Business Machines Corporation
    Inventors: Sheri G. Daye, Peeyush Jaiswal
  • Patent number: 9247064
    Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.
    Type: Grant
    Filed: July 12, 2013
    Date of Patent: January 26, 2016
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi, Shawn J. Hadley, Paul V. Cunningham
  • Patent number: 9241014
    Abstract: The present disclosure relates to methods, systems, and computer-readable media for conducting communications. One method includes determining a context associated with a communication between a first participant and a second participant while the communication is occurring, determining a failure of the communication, and resuming the communication based, at least in part, on the context.
    Type: Grant
    Filed: October 5, 2011
    Date of Patent: January 19, 2016
    Assignee: United Services Automobile Association (USAA)
    Inventors: Vijay Jayapalan, Judd Woehrle, Christopher S. Trost, Matthew C. Reedy
  • Patent number: 9167095
    Abstract: Call center personnel, i.e., company agents may be monitored and information from monitoring the call center agents may be presented on a portable device. The information from monitoring the call center agents may include various key performance indexes (KPIs) that enable the performance of the call center agents to be assessed. The KPIs may be updated in near-real time based on monitoring pending calls handled by the agents. Sound analytics may also be performed on the calls. Information regarding the call center agents may be graphically organized by the portable device so that call centers agents who may need assistance may be easily identified. The portable device may join a call. For example, a setting for a session associated with the call may be modified to include the manager device in the session.
    Type: Grant
    Filed: June 5, 2014
    Date of Patent: October 20, 2015
    Assignee: VERIZON PATENT AND LICENSING INC.
    Inventors: Albert M. Selvin, Manah M. Khalil, Senthil Muthusamy, Phillip W. Melancon, Somesh Sharma, Mohammad Salman
  • Patent number: 9141509
    Abstract: Disclosed is a method of updating Care knowledgebase for specific device models with identification of common device problem types and possible corrective actions for specific mobile device models based on the actions performed by the CSR remotely on the device or by the end user on the device during remote control session.
    Type: Grant
    Filed: March 15, 2013
    Date of Patent: September 22, 2015
    Assignee: AetherPal Inc.
    Inventors: Artun Kutchuk, Ranjithkumar Palanichamy, Calvin Charles
  • Patent number: 9088936
    Abstract: The present invention provides a method of establishing a call to or from a user equipment in a wireless communication system comprising a first wireless network and a second wireless network, the second wireless network having an association with the first wireless network, the wireless communication system having a serving node and an application server capable of communication with said serving node, and the method comprising: receiving a message from said serving node at the application server, said message having information regarding network capabilities of said user equipment; and determining at the application server whether to anchor said call in the first wireless network or the second wireless network dependent on said information regarding network capabilities of said user equipment.
    Type: Grant
    Filed: August 19, 2011
    Date of Patent: July 21, 2015
    Assignee: Samsung Electronics Co., Ltd.
    Inventors: Haris Zisimopoulos, Ricky Kaura
  • Patent number: 9049298
    Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.
    Type: Grant
    Filed: October 23, 2009
    Date of Patent: June 2, 2015
    Assignee: International Business Machines Corporation
    Inventors: Sheri G. Daye, Peeyush Jaiswal
  • Patent number: 9036807
    Abstract: According to one embodiment, a first request of a first user is received for communicating with an agent concerning a content item of a media presentation presented to the first user. In response, agents associated with the content identifier are identified. Status of the identified agents is determined. Agent identifiers are transmitted to the second server, the agent identifiers identifying one or more available agents, including a geographic location of the agents. A second request is received from a first user device of the first user, including an agent identifier identifying a first agent selected by the first user from the list and contact information of the first user. In response, a first message is transmitted to a first agent device of the first agent, the first message including the content identifier identifying the content item and the contact information of the first user.
    Type: Grant
    Filed: October 23, 2014
    Date of Patent: May 19, 2015
    Assignee: TeleTech Holdings, Inc.
    Inventors: Kenneth D. Tuchman, R. Giles Whiting, Bruce A. Sharpe, Henry D. Truong
  • Patent number: 9036802
    Abstract: A method and system including receiving a communication from a source, the communication including a request to connect to a destination, connecting, via a communication link, to the destination, detecting an event on the communication link to the destination, and connecting the source to the destination after detecting the event.
    Type: Grant
    Filed: July 7, 2014
    Date of Patent: May 19, 2015
    Assignee: AT&T INTELLECTUAL PROPERTY II, L.P.
    Inventors: Giuseppe Di Fabbrizio, Bernard S. Renger, Benjamin J. Stern
  • Patent number: 9020142
    Abstract: A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.
    Type: Grant
    Filed: February 10, 2014
    Date of Patent: April 28, 2015
    Inventors: Eric D. Kosiba, Douglas G. Newhard, Neofytos C. Papadopoulos
  • Patent number: 9020137
    Abstract: A method, system and program product, the method comprising: obtaining for calls in one set of calls a respective pattern representing one or multiple different respective data fields; obtaining performance data for the respective patterns of the calls; performance data for agents in a set of agents; determining pattern performance sensitivity to agent performance comprising the pattern performance data correlated to agent performance data; 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 one agent and on the pattern performance sensitivity to agent performance for the respective call.
    Type: Grant
    Filed: September 24, 2013
    Date of Patent: April 28, 2015
    Assignee: SATMAP International Holdings Limited
    Inventors: Zia Chishti, Akbar A. Merchant
  • Patent number: 9020138
    Abstract: A contact received by a service center from a customer may be assigned to one of a plurality of agents or representatives based on any prior experience with the customer or with the contact, any preferences of the customer or any skills required in order to address the contact. Preferably, an agent who previously handled an issue on behalf of the customer may be identified, and the contact may be assigned to that agent. Alternatively, the contact may be assigned to an agent preferred by the customer, or to a particularly skilled agent. If no preferred agents or particularly skilled agents are available to respond to the contact, the contact may be assigned at random to one or more particular agents. The contact may be initiated by way of a reply to a message containing a response to a previous contact, and the message may include metadata that associates the reply with the previous contact.
    Type: Grant
    Filed: September 4, 2014
    Date of Patent: April 28, 2015
    Assignee: Amazon Technologies, Inc.
    Inventor: Saket Agarwal
  • Patent number: 9015046
    Abstract: A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof.
    Type: Grant
    Filed: June 10, 2010
    Date of Patent: April 21, 2015
    Assignee: Nice-Systems Ltd.
    Inventors: Oren Pereg, Moshe Wasserblat, Yuval Lubowich, Ronen Laperdon, Dori Shapira, Vladislav Feigin, Oz Fox-Kahana
  • Patent number: 9014362
    Abstract: A system and method for processing multi-modal communications is provided. A call is received into a call center via a telephone. The call includes an inquiry of incoming speech utterances from a caller. The call is assigned to an agent within the call center. Transcribed text is generated by performing automatic speech recognition on the incoming speech utterances. The transcribed text is displayed to the agent via a display. Text messages from the caller are separately received into the call center via the telephone during the call. The text messages are identified as originating from the caller of the call and displayed to the agent.
    Type: Grant
    Filed: August 11, 2014
    Date of Patent: April 21, 2015
    Assignee: Intellisist, Inc.
    Inventors: Gilad Odinak, Alastair Sutherland
  • Patent number: 8995646
    Abstract: A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.
    Type: Grant
    Filed: June 13, 2013
    Date of Patent: March 31, 2015
    Assignee: Jacada Inc.
    Inventors: Gideon Hollander, Christian George du Toit, Steven James Herlocher
  • Patent number: 8995645
    Abstract: A system and method for routing an agent to a preferred communications platform in order to receive a customer call. The system may include a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, and a virtual automated call distributor (VACD). Further, the system may include an interactive voice response (IVR) system that requests an agent's identification from the VACD, wherein the VACD and the web server are coupled to the IVR system, and wherein the VACD routes a customer's information to an agent desktop environment (ADE) coupled to the VACD. Also included may be an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop, wherein the customer's information is routed to the ADE environment through a message transfer layer.
    Type: Grant
    Filed: March 20, 2014
    Date of Patent: March 31, 2015
    Assignee: West Corporation
    Inventors: Jeffrey William Cordell, Gregory Stuart Cardin, James K. Boutcher
  • Patent number: 8995644
    Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.
    Type: Grant
    Filed: November 2, 2012
    Date of Patent: March 31, 2015
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Herbert Willi Artur Ristock, Vladimir Mezhibovsky, Nikolay Korolev
  • Patent number: 8983055
    Abstract: A user of a personal computing device may identify an item of interest provided by a network-based service for which additional information is desired. Customer service agents (CSAs) of the network-based service may be contacted by the user to respond to queries. To assess the quality of a contact, a contact review service may record the contact between the CSA and the user and edit the contact to reduce its length for ease of review. The edited contact may be submitted to one or more reviewers to obtain reviews characterizing the contact quality. Reviewers may include CSAs not participating in the contact or other human reviewers. The reviewers may return their reviews to the contact review service, which generates a composite review from the returned reviews. The composite review may be employed for CSA evaluation and/or training purposes, amongst others.
    Type: Grant
    Filed: August 6, 2013
    Date of Patent: March 17, 2015
    Assignee: Amazon Technologies, Inc.
    Inventor: Donald L. Kaufman
  • Publication number: 20150063556
    Abstract: A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors.
    Type: Application
    Filed: September 5, 2013
    Publication date: March 5, 2015
    Applicant: Avaya Inc.
    Inventors: Gene Masaru Uba, Robert C. Steiner
  • Patent number: 8971521
    Abstract: A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.
    Type: Grant
    Filed: October 16, 2013
    Date of Patent: March 3, 2015
    Assignee: Genesys Telecommunications Laboratories, Inc
    Inventors: Stanislav V. Zgardovski, Oleksiy M. Kolomoyskyy
  • Patent number: 8964961
    Abstract: A method of routing a session from a calling party in a serving communication network of the calling party to a called party is described. The serving communication network of the calling party is distinct from a home communication network of the calling party. The method is executed by a session routing node in the serving communication network of the calling party. In order to optimize a session routing path of signaling data of the session, the method comprises receiving from the home communication network of the calling party a session routing request requesting routing the signaling data of the session to the called party via the serving communication network of the calling party, and routing the signaling data of the session to the called party via the serving communication network of the calling party based on the received session routing request.
    Type: Grant
    Filed: January 24, 2011
    Date of Patent: February 24, 2015
    Assignee: Telefonaktiebolaget L M Ericsson (publ)
    Inventors: Ralf Keller, Fredrik Lindholm, Gert Öster, Mats Ola Stille
  • Patent number: 8953775
    Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, simultaneously execute two different work assignment algorithms on the same work flow either in real-time as the work flow is received or in a simulation environment. The differences in the way that each work assignment algorithm handles the same work flow are compared and contrasted to help describe the differences in the work assignment algorithms.
    Type: Grant
    Filed: September 20, 2012
    Date of Patent: February 10, 2015
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Robert C. Steiner, Joylee Kohler
  • Patent number: 8948372
    Abstract: Methods and systems are disclosed herein for contextual lead generation in an automated communication link establishment and management system. In addition, systems and methods are disclosed for automatically integrating an automated calling system with a customer relationship management system, contact management system, and/or task management system, so that historical information stored concerning past contact activity and automated calling sessions relating to contacts is automatically updated in the customer relationship management system, contact management system, and/or task management system.
    Type: Grant
    Filed: January 22, 2014
    Date of Patent: February 3, 2015
    Assignee: ConnectAndSell, Inc.
    Inventors: Christopher W. Beall, Mark Godley, James Michael Wilmsen
  • Patent number: 8948370
    Abstract: A system, method, apparatus, means, and computer program code is provided wherein a telephone call is received. A telephone call routing matrix is accessed, from a relational database platform, to select a service representative for the received telephone call. It may then be arranged for the received telephone call to be routed in accordance with the selected service representative.
    Type: Grant
    Filed: June 27, 2014
    Date of Patent: February 3, 2015
    Assignee: Hartford Fire Insurance Company
    Inventor: Philip Wawrzynowicz
  • Patent number: 8929533
    Abstract: A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
    Type: Grant
    Filed: November 27, 2006
    Date of Patent: January 6, 2015
    Assignee: Rockstar Consortium US LP
    Inventors: Tony McCormack, Neil O'Connor, Arik Elberse, Patrick Hession
  • Patent number: 8929537
    Abstract: Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.
    Type: Grant
    Filed: October 21, 2013
    Date of Patent: January 6, 2015
    Assignee: Satmap International Holdings Limited
    Inventors: Zia Chishti, Ittai Kan
  • Publication number: 20140376708
    Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
    Type: Application
    Filed: September 4, 2014
    Publication date: December 25, 2014
    Inventors: Vladimir Neil Deryugin, Patrick Giacomini, Petr Makagon, Andriy Ryabchun, Nikolay Anisimov
  • Publication number: 20140355750
    Abstract: Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.
    Type: Application
    Filed: May 28, 2013
    Publication date: December 4, 2014
    Applicant: ORACLE INTERNATIONAL CORPORATION
    Inventors: VICTOR CHUNG-WAI CHAN, PETER S. TUNG, JUSTIN HAMSON, DEVIN HERRON, ALICE WACK, W. SCOTT SEEBAUER
  • Patent number: 8903077
    Abstract: An assignment management apparatus includes: a traffic acquisition unit that acquires traffic per unit time; a storage unit that stores traffic per unit time when an operator is assigned, as traffic upon assignment, in association with the operator and an assignment sequence, and stores traffic per unit time when the assignment is canceled, as traffic upon cancellation; a processing capacity calculation unit that calculates difference between the traffic upon assignment of the operator and traffic upon assignment of an operator whose assignment sequence is next to the operator, as processable traffic of operators; and a determination unit that determines that it is timing to cancel assignment of an operator, in a case in which the traffic per unit time is decreased by the processable traffic calculated for the operator from the traffic upon cancellation.
    Type: Grant
    Filed: November 19, 2012
    Date of Patent: December 2, 2014
    Assignee: P&W Solutions Co., Ltd.
    Inventor: Toshiyuki Omiya
  • Patent number: 8903075
    Abstract: Management of call center call routing is provided. Service calls directed to a call center may be routed for processing based on an identification of a service node of a caller. The service node may be identified by parsing a database for a calling customer's node ID, determining a format of the node ID, and converting the node ID into a numeric value that represents the node ID associated with the calling customer. If the numeric node ID value meets a predetermined criterion, the service call may be processed according to a priority call routing instruction.
    Type: Grant
    Filed: March 15, 2011
    Date of Patent: December 2, 2014
    Assignee: Cox Communications, Inc.
    Inventor: Louis Joseph Cutajar
  • Patent number: 8879715
    Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.
    Type: Grant
    Filed: March 15, 2013
    Date of Patent: November 4, 2014
    Assignee: Satmap International Holdings Limited
    Inventors: S. James P. Spottiswoode, Zia Chishti
  • Patent number: 8873736
    Abstract: A process and system for capturing site maintenance and repair information and creating a closeout package in near real time. The process involves an on-site technician calling into a call center to establishing voice communication with the call center personnel. The personnel connect to the cloud to access photos that are to be taken by and automatically uploaded to the cloud using the technician's smart device. The technician then goes through a predetermined list of work items or actions while verbally describing to the call center personnel each item and while taking photos of key items. The call center personnel record in their computer item descriptions, information and photos in real time as the work is completed. Upon finishing the on-site work, the technician signs out and the call center personnel trigger the auto-generation of a closeout package that is immediately available to the customer via web access.
    Type: Grant
    Filed: June 18, 2014
    Date of Patent: October 28, 2014
    Assignees: Catalyst Services USA LLC, OneVizion Technologies, Inc.
    Inventors: John Patton, J. Todd Smith, Alex Pero, Jr., Randall J. Wilson, J. J. McCarthy
  • Patent number: 8873734
    Abstract: An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity.
    Type: Grant
    Filed: March 15, 2013
    Date of Patent: October 28, 2014
    Assignee: Avaya Inc.
    Inventors: Robert C. Steiner, Marc A. Geist
  • Patent number: 8873739
    Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.
    Type: Grant
    Filed: April 12, 2013
    Date of Patent: October 28, 2014
    Assignee: Avaya Inc.
    Inventors: Thomas L. Hemm, Joylee E. Kohler, Rodney A. Thomson
  • Patent number: 8873732
    Abstract: A system for scheduling outbound agents comprises an instruction execution system. The instruction execution system is configured to identify a workload comprising a plurality of outbound contacts. The instruction execution system is further configured to receive historical information comprising connection rates of past outgoing contact attempts. The instruction execution system is further configured to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts.
    Type: Grant
    Filed: February 27, 2012
    Date of Patent: October 28, 2014
    Assignee: Verint Americas Inc.
    Inventor: Jason Fama
  • Patent number: 8867731
    Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.
    Type: Grant
    Filed: July 31, 2013
    Date of Patent: October 21, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Henry Lum, Anthony Lam, Vyacheslav Sayko
  • Patent number: 8861709
    Abstract: A method for informing a caller of the availability of a call-center agent who can assist the caller without some of the disadvantages of the prior art is disclosed. In accordance with the illustrative embodiment of the present invention, when a caller accesses the address book in the memory of his or her telecommunications terminal (such as a telephone) the caller will see both the contact information for the call center and the availability of a call-center agent.
    Type: Grant
    Filed: May 18, 2009
    Date of Patent: October 14, 2014
    Assignee: Avaya Inc.
    Inventors: Birgit Andrea Geppert, Reinhard Peter Klemm, Frank Michael Roessler