Abstract: A reception management system for handling transactions includes a plurality of ACMs (Automated Contract/Consulting Terminals) for receiving procedure requests for predetermined transactions from customers, a plurality of ROTs (Remote Operation Terminals) to be employed by an operator for handling the procedure requests, a server for storing information for managing the operators for each transaction skill, and information about queues formed for each transaction skill upon a procedure request accepted from an ACM, and a queue monitoring terminal for monitoring the queues by receiving information from the SACD server.

Abstract: A queue interface system and method for queuing voice calls for use with a communication system having queues includes a queue selector allowing a user to select a queue from a list of queues on a display. In an embodiment, one or more of the queues on the list of queues is a service agent queue. Further, the queue interface system includes an expected wait time component for displaying an expected wait time for a customer for the selected queue. The system also includes a call options selector providing a hold option and a call option. The hold option places a call in the selected queue and the call option causes a call to occur. In an embodiment, the call option further includes assigning a placeholder for a customer in the selected queue and causing a call to the customer to occur after the expected wait time.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, a method for providing training to company representatives is disclosed. Also disclosed is a system for managing work and training of company representatives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: A system of remote computer service including a call center, the Internet and a computer service supporting system. The computer service supporting system receives the requests from the computer and allocates and/or designates corresponding call center for the computer; the present invention also provides a method that the computer sends service request to the computer service supporting system by Internet; the computer service supporting system allocates and/or designates a call center for the computer and relates the computer and the call center by service ID; then, returns the communication means information and the service ID of the call center to the computer; the computer contacts with the call center by the communication means information, and the call center provides the service applied to the computer by using the service ID.

Abstract: A system and method for routing an incoming call to a subscriber-selected destination number in accordance with dynamic data concerning the subscriber provided by an address book, a calendar and a presence server. A routing system routes the incoming call in accordance with a subscriber-defined routing rule associated with the originating number of the incoming call, as determined from the address book. The routing rule may specify that the incoming call be routed to a destination number associated with the current date and time, as indicated by the calendar. The routing rule may specify, alternatively or in addition thereto, that the incoming call be routed to a destination number associated with a presence-enabled service on which the subscriber is currently active. The subscriber or caller may also be alternatively notified of the routing of the incoming call.

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 calculate short-term predictor metrics for achieving particular percent service level objectives in a plurality of skills, determine an optimal skill based on the comparison of short-term predictor metrics, and assign an agent to the optimal skill to increase the contact center's overall operational efficiency and performance.

Abstract: A method for managing calls includes allocating a plurality of agents among a plurality of queues, receiving a plurality of calls each for connection with at least one of the plurality of agents, and assigning each of the plurality of calls to a queue of the plurality of queues. The method further includes monitoring a dynamic value profile for each of the plurality of queues. The dynamic value profile for a queue is calculated based on one or more financial attributes of the current calls in the queue. The method includes determining that the dynamic value profile for a first queue is greater than the dynamic value profile for a second queue. In addition, the method comprises reallocating one or more of the plurality of agents, among the plurality of queues in response to determining that the dynamic value profile for the first queue is greater than the dynamic value profile for the second queue.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses a method for delivering training to company representatives. Also disclosed is an automated customer service and training management system. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses, in part, a method for determining an incentive for a company representative. Also disclosed is a graphical interface enabling a user to control training based incentives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.

Abstract: System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.

Abstract: Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining all completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.

Abstract: A skill-value computing apparatus classifies inquiries into groups of easy and difficult inquiries, and computes a total skill value of an agent by taking into account the difficulty level of each inquiry.

Abstract: An agent's emotional state is used to assist with determining how to route an incoming communication. The factoring in of emotional state can be combined with other performance metrics that can include, for example, any suitable metric for expressing or describing agent performance or agent skill level. For example, the metrics can include revenue generated, revenue generation rate, profitability, profitability generation rate, number of units sold, rate of unit sales, average duration of the contact, a rating quantifying the agents proficiency in handling a contact, the occurrence of a trouble ticket, agent requests assistance, a no sale situation, customer satisfaction indicators, customer attention, value of collections, time to close a sale, one-and-done, and/or any other metric indicating the customer's relationship with the business.

Abstract: A method for managing custom relationship management (CRM) resources including communicatively linking a service router to a plurality of service resources. For each of the service resources, at least one routing criterion can be established. A multitude of service requests can be received by the service router via a multitude of communication channels. Each service request can be analyzed for request characteristics. The request characteristics can then be compared to routing criteria. Each of the service requests can be automatically routed to a selected service resource based at least in part upon the previous comparison. Values for the routing criteria can be dynamically altered based upon feedback.

Abstract: A method and system for automatically updating and synchronizing contact center agent skill data maintained in a central agent skill database with a routing system based upon skill-changing events triggered in skill-Impacting systems. Contact center agent skills may be maintained in a skill database for a set of agents. A skill-impacting system (such as an education system, a satisfaction system or a metrics system) may send skill/capability data for an agent. The agent's profile in the skill database may be updated based on the received skill data. Either immediately, when triggered by an event, or at a predetermined interval, a routing system's routing logic may be synchronized with the new data in the agent's profile. When the contact center receives a contact (such as a phone call, an email, a web chat, an instant message, or a fax) from a customer, processing logic in the routing system may select a best-fit agent based on availability and skill data from the agent profiles.

Abstract: Directing customer service calls based upon remote diagnosis of customer premises equipment (CPE). CPE information is received remotely from the CPE. Network status information is received from a communications network indicative of a current operational status for the network. An issue is detected with the CPE based upon the received CPE information. A recommended customer service center is selected from a plurality of customer service centers based upon at least one of the CPE information and the network status information.

Abstract: A call center processes calls in such a way that a caller's matter is first handled by a first agent and is subsequently handled by a second agent. The call center creates a voice recording of at least part of that portion of the caller's matter handled by the first agent. Subsequently, the second agent is given an opportunity to play back the voice recording prior to the second agent handling the caller's matter. In this way, the caller is not required to repeat the same information to both the first and second agents.

Abstract: A method for routing a network call includes receiving a network call routing request from a requesting sub call center; determining a destination sub call center based on traffic distribution proportions for a network call service, in which the network call service corresponds to the received network call routing request, or determining a destination sub call center based on service capacity parameters of multiple sub call centers corresponding to the network call service, and forwarding the network call routing request to the determined destination sub call center for a call process. A network call center is also disclosed that includes multiple sub call centers and a Network Intelligent Routing Center (NIRC), in which the NIRC is used for receiving a network call routing request, determining the destination sub call and forwarding the received network call routing request to the determined destination sub call center.

Abstract: A system and method for balancing call session assignments on an agent console is provided. Incoming call sessions and one or more agent consoles, each managed by an agent, are monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments is balanced on each agent console. Objective conditions regarding call sessions already assigned to each agent are collected. Subjective conditions regarding the agent's opinion of a current call session are also collected. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each incoming call session is assigned to one such agent console based on the load factor.

Abstract: In one embodiment, a contact center 100 includes: (a) a queue 208 to contain a pointer to a first contact from a first customer; (b) a selector 220 to select a first agent to service the first contact, the first agent being a suboptimal selection for servicing the first contact and a second agent being an optimal selection for servicing the first contact; and (c) a routing notification agent 232 to notify the first agent that the second agent was the optimal selection for servicing the contact; and/or, after delivery of the first contact to the first agent, notify the second agent that the first agent is the suboptimal selection for servicing the contact and that the second agent is the optimal selection for servicing the contact.

Abstract: A call center application data and interoperation architecture provides a centralized design for managing applications providing call center functionality. The architecture integrates information flow using a mater data repository for all applications for all aspects of a call center operation. The architecture provides employee information at defined levels through the complete employment life cycle, including the initial hiring and termination. The architecture provides the employee information by integrating human resources information with call center applications such as Employee attendance and Leave management, ID management, Transport management, Commitment logs, and Movement management, or any other application.

Abstract: An exemplary method for selecting a resource for handling a call in a distributed call-routing system comprises obtaining, at a local call-routing proxy, a request for a resource to handle a call from a local automatic call director, distributing the request to a plurality of remote call-routing proxies, each remote call-routing proxy being configured to obtain responses to the request from a plurality of servers storing data relating to a plurality of resources, process the responses from the servers to produce a first reduced number of responses and send the first reduced number of responses to the local call-routing proxy, processing responses from remote call-routing proxies at the local call-routing proxy, enabling the local automatic call director to obtain a second reduced number of responses, and enabling the local automatic call director to select a resource to handle the call.

Abstract: Techniques for message forwarding based on a relationship between a sender and a recipient are described herein. In one embodiment, a process includes, but is not limited to, in response to a message from a sender over a network, identifying a list of candidate recipients to handle the message based on roles of the candidate recipients within an organization in view of the sender, and forwarding the message to a recipient selected from the list of the candidate recipient to enable the selected recipient to handle the message. Other methods and apparatuses are also described.

Abstract: A method and apparatus for interfacing a customer with a call center allows information obtained from a Radio Frequency Identification (RFID) tag to be transmitted to the call center to provide additional information about the customer and allow the session to be routed within the call center more accurately. The call center may be accessed by telephone, computer, or via another type of customer premises equipment over a voice or data network. The RFID tag may be an identification tag provided to the customer for access to the call center or may be a tag associated with the customer and not specific to the call center. The call center may route calls based on routing information contained in the RFID tag information, customer identity and previous sessions with that customer, personal and demographic information and statistical support records for other sessions involving customers with similar personal and demographic information, and according to agent statistical support records.

Abstract: Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity.

Abstract: Methods and apparatus are provided for dynamically reallocating a preferred request in one or more specific queues to one or more generic queues. A preferred request in a specific queue can be reallocated to another queue. A specific queue is monitored to determine if a service level target will be satisfied. Thereafter, the preferred request is dynamically reallocated to another queue if the service level target will not be satisfied. The specific queue may be one of a plurality of queues, each having an assigned service level target. A performance level of the specific queue can be evaluated relative to the service level target. For example, the service level target can be a predicted wait time.

Abstract: In a stagnation-judgment device, a work history-acquiring unit acquires work history of actions taken by an operator to handle an enquiry. A correlation-deriving unit derives correlation between actions of the operator and stagnation based on the work history regarding past enquiries. A stagnation-judgment unit judges whether the operator is in a state of stagnation by checking the work history regarding a current enquiry and the correlation derived by the correlation-deriving unit. A warning unit issues a warning when the operator is in the state of stagnation.

Abstract: In accordance with one embodiment, a method for operating a telephonic voice content system is provided. The method, comprises in a non-live agent mode, interacting with a caller by receiving an utterance from the caller, performing a machine selection of voice content to play to the caller based on the utterance, and playing the machine-selected voice content to the caller; and upon receiving a request to speak to a live agent from the caller, switching to a live agent mode wherein a live agent holds a conversation with the caller, and selects voice content to play to the caller based on the conversation; and switching to the non-live agent mode and playing the live agent-selected voice content to the caller.

Abstract: A method and system of providing a language interpretation service is disclosed. A language access number, such as an 811 number, can be provided. The language access number can be used to place a telephone call to a language interpretation service for language assistance. A language access telephone call is received at the language interpretation service provider from a caller speaking a first language. The caller places the language access telephone call by dialing the language access number. The caller has at least one business need. The first language is identified so as to provide the customer with an interpreter that can translate between a first language and a second language. The interpreter can be associated with the language interpretation service provider. The interpreter can telephonically engage an agent representing a merchant that can serve the at least one business need of the caller.

Abstract: The present invention is directed to an apparatus and method for storing a language preference and providing the stored language preference automatically without any intervention of a user. The user may have an option to set a desired language preference on the calling apparatus such as a telephone device. A call center may send a query requesting language preference information of the user to the calling apparatus when the user makes a call connection to the call center. The desired language preference saved on the calling apparatus may be sent directly from the calling apparatus to the call center. In this manner, the user may not have to repeat a language selection process for every call made to the call center.

Abstract: A call center system that routes calls to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the 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. A 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 the like. 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.

Abstract: A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.

Abstract: A method and system for providing a call completion service for a call between a caller and a destination over a network. Outgoing and Incoming call profiles, identifying enabled call completion services, are associated with callers and destinations, and are retrieved from a database based on the particular caller and destination. The caller and destination profiles are compared to select the appropriate call completion service for the call. In the absence of retrieving an outgoing call profile and an incoming call profile, a default profile can be generated and associated with the respective party to enable determination of the call completion service. The determination is made, at least in part, on the basis of a common call completion service identified as being enabled in both the OCP and the ICP. Additionally, a hierarchy of call completion services can be further considered in the determination of the call completion service.

Abstract: Methods are provided of creating a deployment plan for staff members with single or multiple qualification for performing activities, each activity requiring at least a single qualification. The methods include the following operations performed by a computer: repeatedly generating a deployment plan assignment of the staff members, and assessing a quality of the assignment generated using a target function, using one of the assignments on the basis of the assessment of the quality as the assignment representing the deployment plan, wherein the target function comprises a term that determines the quality of the assignments, such that the smaller the difference is between the number of the staff members deployed to the activities and the calculated total staff member requirement of the activities the higher the quality of the assignment.

Abstract: A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A 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 the like. The method 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.

Abstract: The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.

Abstract: A contact center that includes: (a) an input 200 operable to receive a contact; (b) a task expert module 232 to (i) identify a plurality of tasks 400 associated with the contact; (ii) group the tasks 400 into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue 208; and (c) an agent and work item selector 220 to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue 208.

Abstract: Methods and apparatus are provided for developing and processing workflows that include communication tasks. A workflow is generated according to the present invention by inserting at least one communication node in the workflow. The communication node associated is with a communication task having at least one property that is resolved at run time. For example, the media type, recipient list, or timing of a communication may be resolved at run-time. A workflow generation tool is provided that generates a workflow based on (i) a user selection of at least one communication node to insert in a workflow, and (ii) a user specification of one or more properties of the communication task, wherein at least one property of the communication task is resolved at run time. At run-time, a workflow engine parses at least communication node in a workflow associated with a communication task and having at least one property that is resolved at run time.

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.

Abstract: A system and method gathers data from callers and call center sites and incorporates that information in call routing decisions. To make call routing decisions, a database structure keeps track of the calls in a queue before efficiently distributing the calls to agents at various call center sites. In one embodiment, a call routing system may comprise a web application server, a caller server, and a call center server. A method for distributing a call from a caller to a call center site may comprise collecting a first dataset relating to the call from the caller, queuing the call based on the first dataset, collecting a second dataset from the call center site, and routing the call to the call center site based on the first and second datasets.

Abstract: Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system determines an available at home agent with the proper language skills and forwards the call to be processed by the at home agent. The at home agents can call the call center to set their status. Information associated with the call may be collected and used by associated system(s) such as quality control, status monitoring, financial processing, and the like.

Abstract: A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.

Abstract: A first performance indicator associated with a first agent is received from a workforce management system. A second performance indicator associated with a second agent is also received from the workforce management system. The first agent and the second agent are ranked in a queue of available agents based upon at least the first performance indicator and the second performance indicator. This produces a first queue rank associated with the first agent. An incoming call directed to the queue of available agents is received. An agent to service the incoming call is selected from the queue of available agents based upon the first queue rank.

Abstract: A method, system, and medium are provided for more specifically routing a communications request in an environment where an intermediary facilitates the request. The method includes retrieving a set of preferences associated with an initiator of the request, retrieving profile data related to multiple facilitators who may respond to the communications request, and selecting a specific facilitator based on the set of preferences and profile data. The system includes a preferences database for storing information related to calling preferences of a caller; a profiles database for storing a set of attributes associated with a plurality of agents who facilitate calls between parties; and a set of embodied computer-useable instructions for referencing the preferences database and the profiles database incident to receiving the communications request to designate an order to one or more of agents to satisfy the communications request.

Abstract: A method and system of providing a language interpretation service is disclosed. A language interpretation number, such as an 811 number, can be provided. The language interpretation number can be used to place a telephone call to a language interpretation service for language assistance. A language interpretation telephone call is received at the language interpretation service provider from a caller speaking a first language. The caller places the language interpretation telephone call by dialing the language interpretation number. The caller has at least one business need. The first language is identified so as to provide the customer with an interpreter that can interpret between a first language and a second language. The interpreter can be associated with the language interpretation service provider. The interpreter can telephonically engage an agent representing a business entity that can service the at least one business need of the caller.

Abstract: A method and system for providing a customer with a service upon a service request. The method includes retrieving a dataset from a database for identifying a qualified service person using information about the service, the service person and a customer; establishing communication with the customer; and providing the customer with the service. After the service is performed, the retrieved dataset is updated to maintain accurate information stored in the database.

Abstract: The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method.