Predictive (e.g., Anticipating Next Available Agent) Patents (Class 379/265.1)
  • Patent number: 9992341
    Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
    Type: Grant
    Filed: December 31, 2014
    Date of Patent: June 5, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Ahmed Tewfik Bouzid, Pawel Harasimiuk, Aaron Wellman, Praphul Kumar, Herbert Willi Artur Ristock
  • Patent number: 9723133
    Abstract: A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms may be defined to indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.
    Type: Grant
    Filed: December 17, 2015
    Date of Patent: August 1, 2017
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Teresa Gudger, Karl H. Koster
  • Patent number: 9674364
    Abstract: A system and method for communicating with a customer via one or more communication modes includes a computer having a memory, and a processor configured by the memory to receive a batch notification that enables the computer to identify a batch of customer records in the computer, for communicating in the near future, and to receive an identity notification that enables the computer to identify a customer being contacted or to be contacted in the near future. At least one customer record associated with the identified customer is part of the batch. A central data server provides the batch notification that enables the computer to identify the batch of customer records, and provides the identity notification that enables the computer to identify the identified customer.
    Type: Grant
    Filed: July 25, 2015
    Date of Patent: June 6, 2017
    Assignee: Micro Macro Assets, LLC
    Inventor: Senraj Soundar
  • Patent number: 9106748
    Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.
    Type: Grant
    Filed: May 28, 2013
    Date of Patent: August 11, 2015
    Assignee: MATTERSIGHT CORPORATION
    Inventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
  • Patent number: 9083799
    Abstract: A method, system and computer program product are provided for monitoring a communication session in a contact center. An agent follows a structured workflow while handling the communications session, and trigger events are defined which are associated with significant steps in the workflow other than (or additional to) the connection and disconnection of the agent with the session. When a trigger event is detected indicating that the agent has reached a predefined significant step in the workflow, an event notification issues to another system of the contact center, such as a statistics package, or a supervisor workstation, or an event aggregator which receives such notifications from many agent stations. In a preferred embodiment, these event notifications are used by an automated outbound dialler to more accurately predict the time to the end of a communications session, thereby providing a better outbound dialling algorithm.
    Type: Grant
    Filed: July 7, 2008
    Date of Patent: July 14, 2015
    Assignee: Avaya Inc.
    Inventors: Liam Loftus, Robin Power
  • Publication number: 20150086002
    Abstract: A method and system for managing a plurality of outbound interactions is provided. The system comprises an interaction management platform and a parallel predictive dialer. The parallel predictive dialer comprises multiple predictive dialers. The interaction management platform classifies multiple contacts into contact groups based on contact classification criteria and classifies multiple agents into agent groups based on agent classification criteria. Further, the interaction management platform, maps each the contacts in the contact groups to one or more the agent groups. The parallel predictive dialer assigns the predictive dialers to the agent groups and the predictive dialers place the outbound interactions to the contacts in the contact groups. The interaction management platform then determines available contacts from the contact groups and concurrently processes the answered interactions.
    Type: Application
    Filed: September 25, 2013
    Publication date: March 26, 2015
    Applicant: DRISHTI-SOFT SOLUTIONS PVT, LTD.
    Inventors: Nayan JAIN, Prince Singh
  • 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: 8971518
    Abstract: Systems and methods for providing customer service are provided herein. The systems and methods provide techniques for providing a communication center comprising a plurality of representatives, receiving a request for communication from a first party, determining an available representative from the plurality of representatives and a representative available time period for the request for communication, preventing the available representative from communicating with a second party during the representative available time period, providing the first party with communication information, and connecting the first party to the available representative during the representative available time period.
    Type: Grant
    Filed: December 21, 2012
    Date of Patent: March 3, 2015
    Assignee: United Services Automobile Association (USAA)
    Inventor: Christopher A. Sandoval
  • Patent number: 8948373
    Abstract: A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.
    Type: Grant
    Filed: February 20, 2014
    Date of Patent: February 3, 2015
    Assignee: Five9, Inc.
    Inventors: Nikolay Anisimov, Dmitry Spasibenko, Sam Shkrabov, David Van Everen
  • Patent number: 8935394
    Abstract: A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.
    Type: Grant
    Filed: January 4, 2013
    Date of Patent: January 13, 2015
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Herbert Willi Artur Ristock, Sergey I. Federov
  • Patent number: 8934477
    Abstract: A method of providing access to a network of contact centers comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centers. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centers. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact center network, thereby reducing processing time and delays.
    Type: Grant
    Filed: April 2, 2009
    Date of Patent: January 13, 2015
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Paul D'Arcy, Patrick Hession
  • 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
  • Publication number: 20140355748
    Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.
    Type: Application
    Filed: May 28, 2013
    Publication date: December 4, 2014
    Inventors: Kelly CONWAY, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
  • Publication number: 20140355749
    Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.
    Type: Application
    Filed: October 8, 2013
    Publication date: December 4, 2014
    Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE, Christopher DANSON
  • 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: 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: 8873737
    Abstract: A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.
    Type: Grant
    Filed: March 7, 2011
    Date of Patent: October 28, 2014
    Assignee: Avaya Inc.
    Inventors: Thomas Moran, David Murray, John Costello, Peter Flannery, Hugh Tynan, Enda Dooley
  • Patent number: 8861710
    Abstract: Systems and methods for providing estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the agent. The agent availability information may be obtained from the agent through a user interface provided by a contact center communication device. The user interface may include soft keys. In addition, the estimated wait time can be provided to client communication devices.
    Type: Grant
    Filed: May 19, 2010
    Date of Patent: October 14, 2014
    Assignee: Avaya Inc.
    Inventor: Krishna Nimmagadda
  • Publication number: 20140270133
    Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.
    Type: Application
    Filed: March 14, 2013
    Publication date: September 18, 2014
    Inventors: Kelly CONWAY, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce
  • Publication number: 20140270134
    Abstract: The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.
    Type: Application
    Filed: March 15, 2013
    Publication date: September 18, 2014
    Applicant: Avaya Inc.
    Inventor: Rodney A. Thomson
  • Patent number: 8832307
    Abstract: When a connection control device determines that the connection control device is in a congested state, based on whether a usage of at least one of hardware resources necessary for call processing to establish a call connection is equal to or more than a predetermined threshold value, the CPU of the connection control device forcefully disconnects an established call connection after a connection available time elapses, and, when an INVITE message is transmitted from a terminal device, the CPU of the connection control device receives the INVITE message, calculates the wait time, creates and transmits a response message stating the wait time, and stores the message as a reserved call on a reservation list.
    Type: Grant
    Filed: August 15, 2007
    Date of Patent: September 9, 2014
    Assignee: Fujitsu Limited
    Inventors: Tomoyuki Furutono, Junji Tagane, Akio Koga, Ryuji Oda, Masahiro Tanaka, Kaori Chigusa, Minoru Nishida, Norimichi Hiroshige, Ryuji Fukuhara
  • Patent number: 8817962
    Abstract: A system for providing user support includes a setter configured to set up at least one communication service for a user including providing a unique communication identifier of character strings to access the communication services, and an accessor configured to access customer support including providing a unique customer support identifier character string to the user, the customer support identifier character string comprising at least a portion of the unique communication identifier character string.
    Type: Grant
    Filed: October 31, 2008
    Date of Patent: August 26, 2014
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Stephen J. Griesmer, James Gordon Beattie, Jr.
  • Patent number: 8811598
    Abstract: When a customer communicates with a contact center, a history of the communication is stored. The communication from the customer can be in various media, such as a voice call, a video call, an email, an Instant Message (IM), a text message, and/or a blog posting. The history includes a context such as a reason for the communication and a time of the communication. The history of the communication is used to determine a pattern of the communication based on the context. Using the pattern, a time that the customer will communicate with the contact center is predicted. An agent associated with the customer is scheduled to be available at the predicted time. The predicted time can also be based on future events such as a product release or an event such as a political event, a sports event, and/or a convention.
    Type: Grant
    Filed: February 2, 2012
    Date of Patent: August 19, 2014
    Assignee: Avaya Inc.
    Inventor: Luciano Godoy Fagundes
  • Patent number: 8774389
    Abstract: A method and system to optimally route telephone calls between shared service centers is presented. Using a combination of service tiers, Agent Directory, Instant Messaging (IM), and Voice over Internet Protocol (VoIP) provides optimal routing of incoming calls for assistance. The method utilizes different protocols during normal operations, transitional operations, and emergency operations, and addresses Shared Service Center (SSC) planning and management.
    Type: Grant
    Filed: September 13, 2005
    Date of Patent: July 8, 2014
    Assignee: International Business Machines Corporation
    Inventors: Steven M. Kagan, Sandeep Khanna, John Arthur Ricketts, William M. Thompson
  • Patent number: 8731178
    Abstract: A methods for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
    Type: Grant
    Filed: December 14, 2012
    Date of Patent: May 20, 2014
    Assignee: Satmap International Holdings Limited
    Inventors: Zia Chishti, S. James P. Spottiswoode, Chris W. Jones
  • Patent number: 8718243
    Abstract: The present invention relates to telecommunications, and in particular, to systems and processes for processing telephone calls and providing telephony services. In one embodiment, a call processing system, compromises a first telephony interface configured to receive a call from a caller, a storage device configured to store a greeting, and a call answering system. The call answering system is configured to play the greeting in response to receiving the call, record a voice message from the caller, determine when the caller has completed recording the voice message, after determining that the caller has completed recording the voice message, play a prompt regarding the caller becoming a subscriber to call services provided by the call processing system, receive from the caller information used to establish a call services account, and establish a call services account for the caller.
    Type: Grant
    Filed: August 29, 2012
    Date of Patent: May 6, 2014
    Assignee: Callwave Communications, LLC
    Inventors: David Trandal, Robert Duva, Robert F. Smith, John R. Day
  • Patent number: 8718271
    Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z-score of the variable outputs and determining a linear combination of the determined Z-scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. The output variables may include revenue generation, cost, customer satisfaction performance, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.
    Type: Grant
    Filed: August 29, 2008
    Date of Patent: May 6, 2014
    Assignee: Satmap International Holdings Limited
    Inventor: S. James P. Spottiswoode
  • Patent number: 8699699
    Abstract: A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.
    Type: Grant
    Filed: December 21, 2011
    Date of Patent: April 15, 2014
    Assignee: Five9, Inc.
    Inventors: Nikolay Anisimov, Dmitry Spasibenko, Sam Shkrabov, David Van Everen
  • Patent number: 8654963
    Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.
    Type: Grant
    Filed: December 19, 2008
    Date of Patent: February 18, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Nikolay Anisimov, Yevgeniy Petrovykh, Mark Scott
  • Publication number: 20130329880
    Abstract: A method and system for increasing call yield and the productivity of agents in an environment such as a contact or call center, for example, is described. Attributes may be used to classify calls and contact information. A system may learn from collected data. Calculations may be performed to aid in forecasting such as probabilities, call yield, and expected call handle time. Such calculations may be used to determine the best time to call a contact to achieve a desired result.
    Type: Application
    Filed: June 5, 2013
    Publication date: December 12, 2013
    Inventors: Warren Bentley, Roger Leblanc, Mark R. Stumpf
  • Patent number: 8605887
    Abstract: A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
    Type: Grant
    Filed: September 15, 2012
    Date of Patent: December 10, 2013
    Assignee: Soundbite Communications, Inc.
    Inventors: Timothy R. Segall, Damon Weinstein
  • Patent number: 8594311
    Abstract: An expected wait time augmentation system generates an expected wait value representing a time duration expected to elapse before a subject client is connected to a resource for servicing. The expected wait time augmentation system comprises an interface to a work force management system for obtaining resource availability data and a wait time augmentation model for calculating an expected wait time value as a function of base expected wait time data and the resource availably data. The estimated wait time value is provided to the subject client. The resource availability data includes, but is not limited to, for a period of time: i) availability of resources; and ii) a scheduled change in the availability of resources. The scheduled change in the availability of resources may comprise a combination of data representing an effective time and a quantity of resources scheduled to be available at the effective time.
    Type: Grant
    Filed: June 2, 2005
    Date of Patent: November 26, 2013
    Assignee: Virtual Hold Technology, LLC
    Inventors: Mark Williams, Eric Camulli, James Pavlic, Ryszard Antonczyk
  • Patent number: 8588401
    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: August 23, 2011
    Date of Patent: November 19, 2013
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Stanislav V. Zgardovski, Oleksiy M. Kolomoyskyy
  • Patent number: 8582752
    Abstract: A method for determining a number of calls to generate in an automated contact center based upon a prediction of agent occupancy in a future time period. The automated contact center comprises a dialer for dialing generated calls, a queue where successfully connected dialed calls await agent handling, and an agent pool where calls are handled by agents. The method estimates a number of calls presently in the dialer, the queue, and the agent pool that would be in the agent pool in the future time period. Based upon the estimations, the method predicts a future agent occupancy in the future time period, which is used to determine the number of calls to generate in the automated contact center. Calls are generated based upon the number of calls to generate.
    Type: Grant
    Filed: December 21, 2011
    Date of Patent: November 12, 2013
    Assignee: Five9, Inc.
    Inventors: Nikolay Anisimov, Dmitry Spasibenko, Sam Shkrabov, David Van Everen
  • Patent number: 8571203
    Abstract: A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.
    Type: Grant
    Filed: July 6, 2012
    Date of Patent: October 29, 2013
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Benjamin A. Knott, Theodore B. Pasquale, Kurt M. Joseph, Scott H. Mills, James T. Miller, Robert R. Bushey, John M. Martin
  • Publication number: 20130223608
    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, assess contextual information and adjust an outbound dialer's pacing algorithm based on the assessment thereof. The contextual information may be obtained from sources that are inside the contact center and outside the contact center.
    Type: Application
    Filed: February 23, 2012
    Publication date: August 29, 2013
    Applicant: AVAYA INC.
    Inventors: Andrew D. Flockhart, Joylee Kohler, Robert C. Steiner
  • Publication number: 20130202100
    Abstract: When a customer communicates with a contact center, a history of the communication is stored. The communication from the customer can be in various media, such as a voice call, a video call, an email, an Instant Message (IM), a text message, and/or a blog posting. The history includes a context such as a reason for the communication and a time of the communication. The history of the communication is used to determine a pattern of the communication based on the context. Using the pattern, a time that the customer will communicate with the contact center is predicted. An agent associated with the customer is scheduled to be available at the predicted time. The predicted time can also be based on future events such as a product release or an event such as a political event, a sports event, and/or a convention.
    Type: Application
    Filed: February 2, 2012
    Publication date: August 8, 2013
    Applicant: AVAYA INC.
    Inventor: Luciano Godoy Fagundes
  • Patent number: 8488773
    Abstract: A call center system in which agents are geographically dispersed based on agent skill-set, agent location and caller location that results in a call being delivered to the best available agent. The call center system is comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers, as well as various call center agents, to the system. The 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 so forth. The system then 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.
    Type: Grant
    Filed: July 26, 2011
    Date of Patent: July 16, 2013
    Assignee: West Corporation
    Inventors: James K. Boutcher, Michael Todd Mateer, Craig A. Webster
  • Patent number: 8457300
    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: May 7, 2010
    Date of Patent: June 4, 2013
    Assignee: Avaya Inc.
    Inventors: Thomas L. Hemm, Joylee E. Kohler, Rodney A. Thomson
  • Publication number: 20130101109
    Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
    Type: Application
    Filed: December 14, 2012
    Publication date: April 25, 2013
    Applicant: The Resource Group International LTD
    Inventor: The Resource Group International LTD
  • Patent number: 8411838
    Abstract: A management server 10 stores past record data regarding the call volume by collecting from an exchanger, classifies the past record data in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day, for a predetermined term in the past, obtains a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week, and calculates the call volume in a term that is specified by a user based upon the multiple regression equation.
    Type: Grant
    Filed: January 25, 2008
    Date of Patent: April 2, 2013
    Assignee: P&W Solutions Co., Ltd.
    Inventor: Toshiyuki Omiya
  • Patent number: 8411844
    Abstract: A method for controlling and correcting abandonment rate in an automated contact center that uses a predictive dialing method for determining a number of calls to generate for dialing. When abandonment rate is close to zero, the method determines a mean agent occupancy that is used by the predictive dialing method. Empirical data is collected on agent occupancy while the predictive dialing method uses the mean agent occupancy to determine a number of calls to generate. The method determines a target abandonment rate and a target agent occupancy, wherein a proportion of the agent occupancy empirical data having an agent occupancy equal to or higher than the target agent occupancy is within a predetermined range of the target abandonment rate. The target agent occupancy is used to adjust the mean agent occupancy used by the predictive dialing method.
    Type: Grant
    Filed: December 21, 2011
    Date of Patent: April 2, 2013
    Assignee: Five9, Inc.
    Inventors: Nikolay Anisimov, Dmitry Spasibenko, Sam Shkrabov, David Van Everen
  • Patent number: 8386639
    Abstract: A system for optimized and distributed resource management, comprising a plurality of media servers, a statistics server, a historical statistics database, a forecasting engine, a scheduling engine, and an activity manager. The forecasting engine generates a forecast of estimated volume of imperative demand and determines a required volume of contingent demand to be handled based on managing a backlog of contingent demand. The scheduling engine generates a schedule that provides an adequate number of resources to handle the forecasted imperative demand and to handle the required volume of contingent demand over an aggregated time. The activity manager monitors statistical data, compares actual staffing and imperative demand to scheduled staffing and forecasted imperative demand, and determines activity switches needed to reallocate available resources, the activity switches only occurring switched after a configured minimum activity switching time.
    Type: Grant
    Filed: August 31, 2012
    Date of Patent: February 26, 2013
    Assignee: New Voice Media Limited
    Inventor: Brian R. Galvin
  • Patent number: 8385533
    Abstract: A distributed contact center and method of managing tasks within such a contact center is provided. The various sites of the distributed contact center are adapted to bid on contacts by transmitting bids to a work item distribution mechanism via RTP streams, thereby enabling the work item distribution mechanism to analyze the bids in real-time and route the contact accordingly.
    Type: Grant
    Filed: September 21, 2009
    Date of Patent: February 26, 2013
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Robert C. Steiner
  • Patent number: 8345856
    Abstract: A method for determining a number of calls to generate in an automated contact center, wherein the automated contact center comprises a dialer for dialing generated calls and an agent pool where successfully connected dialed calls are handled by agents. The method collects empirical data on durations in which calls spend in the dialer and agent handling times. The collected data is used to generate discrete density or discrete distribution functions. Using the discrete density or distribution functions, an individual impact is calculated for each call presently in the dialer. The method uses the individual impacts to calculate a dialer impact, which is used to predict a future agent occupancy. Based upon the prediction, a number of calls to generate is determined. Calls are generated based upon the number of calls to generate.
    Type: Grant
    Filed: December 21, 2011
    Date of Patent: January 1, 2013
    Assignee: Five9, Inc.
    Inventors: Nikolay Anisimov, Dmitry Spasibenko, Sam Shkrabov, David Van Everen
  • Patent number: 8345855
    Abstract: The optimum number of agents necessary for contact-center jobs is dynamically calculated in accordance with actual operations. A method of making the same controllable and a computer program to realize such calculation and method are provided. A necessary number-of-people calculating means (4) theoretically calculates the necessary number of people in response to the number of calls varying from time to time and average handling time (“AHT”) for agents by using the well known Erlang C equation. Further, an operation-rate adjusting means (6) adjusts such theoretically calculated data of the necessary number of people by using a predicted operation data based on managers' practically experienced data and a control means (9) provides the calculated result to an output means (7).
    Type: Grant
    Filed: November 8, 2006
    Date of Patent: January 1, 2013
    Assignee: P & W Solutions, Co., Ltd.
    Inventor: Toshiyuki Omiya
  • Patent number: 8340277
    Abstract: A contact center establishes a communication with a user. The communication is placed into a position in a wait queue that has other position(s) with other communication(s) that are waiting to be serviced by contact center agents. An offer is made to the user to change an amount of time to wait in the wait queue before being connected to a contact center agent. The offer can be based on a commodity such as money, frequent flyer miles, willingness to listen to an advertisement while holding, completing a survey, and the like. In response to the user accepting the offer, the position of the communication in the wait queue is changed to a different position. This allows the user to interactively adjust their wait time.
    Type: Grant
    Filed: May 29, 2009
    Date of Patent: December 25, 2012
    Assignee: Avaya Inc.
    Inventors: Howard G. Kradjel, Paul Roller Michaelis
  • Patent number: 8340276
    Abstract: Various systems and methods provide techniques for providing a communication center comprising a plurality of representatives, receiving a request for communication from a first party, determining an available representative from the plurality of representatives and a representative available time period for the request for communication, preventing the available representative from communicating with a second party during the representative available time period, providing the first party with communication information, and connecting the first party to the available representative during the representative available time period.
    Type: Grant
    Filed: April 30, 2007
    Date of Patent: December 25, 2012
    Assignee: United Services Automobile Association (USAA)
    Inventor: Christopher Andrew Sandoval
  • Publication number: 20120281825
    Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). The CSM may be used to implement a recovery strategy using a dialer pass.
    Type: Application
    Filed: January 10, 2012
    Publication date: November 8, 2012
    Applicant: SOUNDBITE COMMUNICATIONS, INC.
    Inventors: Timothy R. Segall, Chris Bohlin
  • Patent number: 8306212
    Abstract: A contact center is described and systems, methods, and devices for processing work items within the contact center are provided. An Estimated Contact Handling Time (ECHT) is computed for one or more work items in the contact center and work items are distributed within the contact center at least partially based on the ECHT calculations. Thus, a time-based contact routing mechanism is provided to increase the efficiency with which a contact center operates.
    Type: Grant
    Filed: February 19, 2010
    Date of Patent: November 6, 2012
    Assignee: Avaya Inc.
    Inventor: Sanjay Arora