Based On Type Of Call Patents (Class 379/265.13)
  • Patent number: 11004075
    Abstract: An electronic device includes a touch screen display, a biometric sensor, an audio interface, a wireless communication circuit, a processor, and a memory. The memory stores instructions causing the processor to receive a selection of a first authentication scheme for a payment in a default scheme, to set the first authentication scheme as the default scheme, to receive a user utterance indicating a payment action task using a second authentication scheme, to transmit data associated with the user utterance to an external server, to receive a response including a state sequence of the electronic device for performing the payment action task and a parameter associated with the second authentication scheme, to perform the payment action task depending on the state sequence in the second authentication scheme, and to provide a user interface for changing the default scheme to the second authentication scheme.
    Type: Grant
    Filed: March 29, 2018
    Date of Patent: May 11, 2021
    Assignee: Samsung Electronics Co., Ltd.
    Inventors: Je Min Lee, Yong Seok Park, Dong Ho Jang
  • Patent number: 10992812
    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: May 26, 2020
    Date of Patent: April 27, 2021
    Assignee: Afiniti, Ltd.
    Inventors: S. James P. Spottiswoode, Zia Chishti
  • Patent number: 10904388
    Abstract: Techniques for reprioritizing waitlisted callers using biometric feedback. A biometric aspect of a calling user is monitored in real time via a sensor. A digital output characterizing an emotional state of the user is generated. The digital output is encoded and transmitted to a server via multi-frequency signaling. The server decodes the digital output and reprioritizes the calling user relative to other calling users in the waitlist, in order to expedite the calling user being serviced.
    Type: Grant
    Filed: September 21, 2018
    Date of Patent: January 26, 2021
    Assignee: International Business Machines Corporation
    Inventors: Manjunath Ravi, Su Liu, Kai Liu, Zhichao Li
  • Patent number: 10819851
    Abstract: A system can be operable to receive an automated call from a communications device, determine whether preferences associated with a called party identity), is applicable to the automated call, and determine whether a condition that precludes acceptance of the automated call is present. The determination of whether the condition is present can be based on information received from a sensory device coupled to the user device. In response to the condition being determined to be present, the automated call can be denied.
    Type: Grant
    Filed: January 2, 2019
    Date of Patent: October 27, 2020
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: Sangar Dowlatkhah, Venson Shaw
  • Patent number: 10755365
    Abstract: A method, system and computer program product for allowing a user to view network contacts of other users when visiting an environment of a different organization. A visitor requests to view a profile of a user while the visitor is visiting the environment or tenant space of a different organization. The organization of the visitor is obtained. Furthermore, the organization and network contacts of the user whose profile is requested to be viewed are obtained in response to validating the visitor's organization. The requested profile is then displayed to the visitor containing the accessible network contacts (if any) of the user based on whether the user and the visitor belong to the same organization.
    Type: Grant
    Filed: May 22, 2018
    Date of Patent: August 25, 2020
    Assignee: International Business Machines Corporation
    Inventors: Mustansir Banatwala, David A. Brooks, David L. Durazzano, Amy D. Travis
  • Patent number: 10735479
    Abstract: Methods, apparatus, systems and articles of manufacture are disclosed to enable voice assistant device communication.
    Type: Grant
    Filed: March 30, 2017
    Date of Patent: August 4, 2020
    Assignee: Intel Corporation
    Inventors: Gabriel Padilla, Joel Klussman
  • Patent number: 10674015
    Abstract: A computer-based system and method for responding to customer calls. The method includes automatically determining whether at least one incoming call meets existing customer criteria and further automatically determining a market segment of the at least one incoming call. The market segment may indicate whether a specific customer prefers: (i) no voice or face-to-face interaction with a representative; (ii) a face-to-face interaction with a representative; and/or (iii) a voice only interaction with a representative. The method further includes automatically routing the at least one incoming call based upon the determined market segment to one of: (1) an automated voice prompt; (2) a gaming system having two-way video capability; or (3) a person-to-person voice call system to facilitate answering incoming calls in a customer-friendly or customer preferred manner.
    Type: Grant
    Filed: May 22, 2019
    Date of Patent: June 2, 2020
    Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
    Inventor: Season Arlene Tanner
  • Patent number: 10607612
    Abstract: A computer-implemented method executed by a cognitive system for incorporating hierarchy knowledge. In one embodiment, the computer-implemented method includes the steps of identifying one or more participants during an interaction; obtaining profile information for each of the participants; determining a hierarchy score for each of the participants based on a plurality of factors using the profile information for each of the participants; monitoring and analyzing communications between the participants during the interaction to identify boundary conditions based on the hierarchy score; and interacting with one or more the participants in a manner consistent with the hierarchy score of the participants.
    Type: Grant
    Filed: October 19, 2017
    Date of Patent: March 31, 2020
    Assignee: International Business Machines Corporation
    Inventor: Ryan R. Anderson
  • Patent number: 10587755
    Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include receiving a plurality of calls for customer service support from a corresponding plurality of customer devices at a call routing server, retrieving user profiles associated with the plurality of calls and identifying call information for the plurality of calls, determining at least one call is associated with a first user profile having a task deadline approaching sooner than the other user profiles, and establishing a priority for the at least one call to be processed by an agent device.
    Type: Grant
    Filed: September 10, 2018
    Date of Patent: March 10, 2020
    Assignee: West Corporation
    Inventors: Jonathan R. Dirienzi, Jonathan Levine, Eric Weaver
  • Patent number: 10410633
    Abstract: The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.
    Type: Grant
    Filed: March 1, 2018
    Date of Patent: September 10, 2019
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Nicholas M. Lore, Alex Lieberman, Prashant Desai, Parind S. Poi
  • Patent number: 10341489
    Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include receiving a number of calls for customer service support from a corresponding number of customer devices at a call server, prioritizing an order of the calls based on the parsed content, assigning the calls to corresponding agent devices, and modifying the order of the calls based on changes to at least one of the customer status and agent availability.
    Type: Grant
    Filed: May 25, 2017
    Date of Patent: July 2, 2019
    Assignee: West Corporation
    Inventors: Jonathan R. Dirienzi, Jonathan Levine, Eric Weaver
  • Patent number: 10231076
    Abstract: A method may include receiving, from a customer device, contextual location information about a customer and an interaction type, determining a location-based recommendation and an urgency level for the customer using the contextual location information, generating a routing protocol for communication with the customer based on the interaction type and the urgency level, and providing a communication to the customer according to the routing protocol, the communication including the location-based recommendation.
    Type: Grant
    Filed: September 16, 2016
    Date of Patent: March 12, 2019
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Gail Elizabeth Stuart, Andrew J. Garner, IV, Daniel S. Sumner, Prasanna Kumar Ammiraju, Dibyendu Chatterjee, Kshitindra Kumar Jain, Rameshchandra Bhaskar Ketharaju, Dinakar Channakal Krishnappa, Ravindar Rao Perala, Dinesh Sangtani, Mohan Gopal Kanala, Prashanth Kumar Merugu
  • Patent number: 10162327
    Abstract: A multi-function thermostat for a hotel room. The thermostat includes a touch-screen interface, a communications interface, and a processing circuit. In some embodiments, the touch-screen interface is configured to present information to a hotel guest and receive input from the hotel guest. The communications interface is configured to communicate with a hotel system. The processing circuit is configured to retrieve concierge information from the hotel system via the communications interface and cause the touch-screen interface to display the concierge information.
    Type: Grant
    Filed: October 28, 2016
    Date of Patent: December 25, 2018
    Assignee: Johnson Controls Technology Company
    Inventors: Sudhi Sinha, Joseph R. Ribbich, Michael L. Ribbich, Charles J. Gaidish, John P. Cipolla
  • Patent number: 10127833
    Abstract: Video relay services, communication systems, and methods are disclosed herein. The video relay service is for providing sign language translation services during a real-time communication session between a hearing-impaired user and a hearing-capable user. The video relay service is configured to create a video conference and an audio conference for a remote video interpreter at a remote video interpreter work station to provide teaming assistance request for a first video interpreter work station of the video relay service.
    Type: Grant
    Filed: November 10, 2017
    Date of Patent: November 13, 2018
    Assignee: SORENSON IP HOLDINGS LLC
    Inventors: Barry Utley, Lane Walters, Jesse Parent, Janet Esposito, Tyson Peterson
  • Patent number: 10097528
    Abstract: User data is aggregated across a plurality of electronic communication channels and domains. An online system initially authenticates a user for access to the online system over a network. The online system provides a user identifier for the user to an authentication service. The authentication service generates a non-repeatable challenge from the aggregated user data for the user identifier and provides the non-repeatable challenge to the online system. The online system provides the challenge to the user and receives a response from the user. The online system provides the response to the authentication service and the authentication sends a success or failure back to the online system based on the response to the challenge, and based on the success or failure the online system makes a final determination for authenticating the user for accessing to the online system.
    Type: Grant
    Filed: February 27, 2016
    Date of Patent: October 9, 2018
    Assignee: NCR Corporation
    Inventors: Yehoshua Zvi Licht, Joseph Arnold White
  • Patent number: 9922649
    Abstract: The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.
    Type: Grant
    Filed: August 24, 2016
    Date of Patent: March 20, 2018
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Nicholas M. LoRe, Alex Lieberman, Prashant Desai, Parind S. Poi
  • Patent number: 9912818
    Abstract: A customer may be allowed to request a service and to very quickly be put in touch with a local service provider who can perform the requested service. The customer need not know the identity of the vendor beforehand, and the vendor may not know the identity of the customer before agreeing to discuss the service. Multiple local service providers may be contacted in parallel by a centralized server configured to connect the customer with the local service providers. The most qualified or most highly rated local service providers for the particular service may be identified and then contacted first. The customer may be put in touch with one or more vendors in a very short amount of time after submitting the request, e.g., within 90 seconds.
    Type: Grant
    Filed: June 28, 2016
    Date of Patent: March 6, 2018
    Assignee: Seva Search, Inc.
    Inventors: Manpreet Singh, Gurpreet Singh, Amandeep Singh Bakshi, Vighna Rajesh Karyampudi
  • Patent number: 9866690
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Grant
    Filed: September 16, 2014
    Date of Patent: January 9, 2018
    Assignee: BalanceCXI, Inc.
    Inventors: Daniel L. Pearce, Timothy Nelson Lavin
  • Patent number: 9674362
    Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.
    Type: Grant
    Filed: September 29, 2015
    Date of Patent: June 6, 2017
    Assignee: NICE LTD.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Patent number: 9576425
    Abstract: In one embodiment, an intermediary gaming trusted electronic device for use with an untrusted PED may include a position sensor configured to acquire position information, a memory configured to store at least game session data, and a processor configured to at least: securely communicate with a gaming apparatus via the wireless transceiver; securely communicate with the associated untrusted PED; determine whether a gaming session is permitted based on the position information; receive gaming data from the gaming apparatus if it is determined that the gaming session is permitted; transmit presentation data to the associated untrusted PED for presentation on a display of the associated PED, wherein the intermediary gaming trusted device is able to support interaction between the gaming apparatus and the associated untrusted PED so that the associated untrusted PED, when coupled to the intermediary gaming trusted device, can execute a gaming software.
    Type: Grant
    Filed: March 15, 2013
    Date of Patent: February 21, 2017
    Assignee: Nguyen Gaming LLC
    Inventor: Binh T. Nguyen
  • Patent number: 9571655
    Abstract: A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.
    Type: Grant
    Filed: July 31, 2014
    Date of Patent: February 14, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Michael Rybachenko, Ivan Lysiuk
  • Patent number: 9390426
    Abstract: Disclosed are a personalized advertisement device based on speech recognition SMS services and a personalized advertisement exposure method based on speech recognition SMS services. The present invention provides a personalized advertisement device based on speech recognition SMS services and a personalized advertisement exposure method based on speech recognition SMS services capable of maximizing an effect of advertisement by grasping user's intention, an emotion state, and positional information from speech data uttered by a user during a process of providing speech recognition SMS services, configuring advertisements from when speech data begins conversion to when it has been completely converted by the speech recognition into character strings, and exposing the configured advertisements to a user.
    Type: Grant
    Filed: September 5, 2012
    Date of Patent: July 12, 2016
    Assignee: ELECTRONICS AND TELECOMMUNICATIONS RESEARCH INSTITUTE
    Inventors: Hoon Chung, Jeon Gue Park, Hyung Bae Jeon, Ki Young Park, Yun Keun Lee, Sang Kyu Park
  • Patent number: 9350864
    Abstract: A method of processing telephony sessions for telephony clients, the method comprising the steps of providing a platform server operated by a service provider, the platform server programmed to perform the steps of storing at least one telephony application for each of a plurality of telephony clients of the service provider, receiving a call from a customer at the platform server to one of the telephony clients, identifying a telephony client associated with the received call, identifying an interactive telephony application associated with the telephony client and the received call and performing the identified interactive telephony application on the platform server on behalf of the identified telephony client and independent of any instructions from the telephony client.
    Type: Grant
    Filed: January 26, 2015
    Date of Patent: May 24, 2016
    Inventors: Andrew M Brezinsky, Andrew L Ortlieb, Thomas J Kell, Brian D Moe
  • Patent number: 9124694
    Abstract: An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.
    Type: Grant
    Filed: August 7, 2013
    Date of Patent: September 1, 2015
    Assignee: 24/7 Customer, Inc.
    Inventors: Michael Monegan, Samrat Baul
  • Patent number: 9065917
    Abstract: Systems and methods to process communications received from a user are described herein. In one example, the system may include a communications handling module that receives communications from users and a routing decision engine that selects an agent to process the communication. In another example, the method may include, receiving a communication from a user, parsing their need from the communication, and processing the communication using the need and other needs. In a further example, the method may include anticipating a service or product that may be of interest to the user and servicing that during a single interaction with an agent, where the interaction was initiated by the user for another need.
    Type: Grant
    Filed: May 11, 2007
    Date of Patent: June 23, 2015
    Assignee: United Services Automobile Association (USAA)
    Inventors: David Taliancich, Sharon Fernandez
  • Publication number: 20150139416
    Abstract: Contact centers employ agents to provide services to customers. In particular, artificial agents are provided that have a rich background and continuing life with the realm of social media. The artificial agent's profile is selected in accord with the profiles of current or prospective customers. As the customers age and progress in life, the artificial agent profile is updated in accord with the customers' changing profiles and similarly ages and progresses in life. When a customer desires to interact with artificial agent, for a purpose provided by a contact center, a human agent may be provided the profile and/or history of the artificial agent so as to impersonate the artificial agent and promote the relationship with the customer.
    Type: Application
    Filed: November 20, 2013
    Publication date: May 21, 2015
    Applicant: Avaya, Inc.
    Inventors: David Skiba, George Erhart, Lee Becker
  • Patent number: 9036806
    Abstract: A system and method for predicting the class of future customer calls to a call center. Saved call data is analyzed using a robust tokenizer of a computerized device. The tokenizer transforms a sequence of characters in a call summary field of the saved call data into a sequence of tokens. Tokenized call data is produced. Multiple maximum entropy (MaxEnt) models are created based on the tokenized call data, using the computerized device. The MaxEnt models produce a probability distribution of all classes for a next call to a call center. A conditional random field (CRF) classifier is trained with the MaxEnt models and information from the saved call data, using the computerized device. The CRF classifier uses chronologically ordered sequences of prior calls to the call center and predicts a class for a new call to the call center based on the saved call data. A call class prediction is produced for the new call received from a returning customer based on the CRF classifier and the MaxEnt model.
    Type: Grant
    Filed: August 27, 2014
    Date of Patent: May 19, 2015
    Assignee: Xerox Corporation
    Inventors: Julien Jean Lucien Bourdaillet, Yasmine Charif, Andres Quiroz Hernandez
  • Patent number: 9036809
    Abstract: Embodiments of the present invention pertain to an apparatus, method, and a computer program configured to connect a translator located in a remote area to a conference holding area, and also connect a customer and customer service representative to the translator in order for the translator to translate between the customer service representative and the customer, when the customer services representative determines that a translator is needed.
    Type: Grant
    Filed: August 8, 2013
    Date of Patent: May 19, 2015
    Assignee: West Corporation
    Inventors: Mark J. Pettay, Myron P. Sojka, Mark Steven Jarzynka, Gregory Stuart Cardin, Hendryanto Rilantono, Bernard Roubaud
  • Patent number: 9036810
    Abstract: Disclosed are systems and methods to provide a response to an inquiry. The systems and methods provide techniques to receive an inquiry from a party, wherein the inquiry comprises a plurality of inquiry classifiers that are provided by the party, determine a party status, translate the plurality of inquiry classifiers and the party status into a skill set, route the inquiry to a primary representative based on the skill set, and provide a inquiry response to the party.
    Type: Grant
    Filed: January 14, 2014
    Date of Patent: May 19, 2015
    Assignee: United Services Automobile Association (USAA)
    Inventors: David A. Martinez, Robert W. Barner
  • Patent number: 9031224
    Abstract: A computer-implemented system for routing a call to a call center may generally comprise a computer system comprising at least one processor and a storage device comprising computer-readable medium in communication with the processor and storing instructions adapted to be executed by the processor to receive a call from a caller at an automated call distributor, initiate an interactive voice response interrogation session with the caller, and classify the call as one of a first type and a second type based on the interactive voice response interrogation session, when the call type is classified as the first type, route the call to at least one of a plurality of branches comprising at least one agent designated to receive calls classified as the first type, when the call type is classified as the second type, route the call to a call center comprising at least one agent designated to receive calls classified as the first type and the second type.
    Type: Grant
    Filed: November 1, 2013
    Date of Patent: May 12, 2015
    Assignee: The PNC Finanical Services Group, Inc.
    Inventor: Jamie Warder
  • Publication number: 20150124956
    Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships within an entity. This representation focuses on customer products in arrears that are to be recovered. The invention requires disposition input from the system and the representative immediately after a customer communication. This way, the invention aids in providing an overarching view of all customer relationships to a representative. The automatic information regarding the communication includes the date, time of day, duration, and the like associated with the communication. The invention requires the representative to input manually a disposition from each communication, such as what was discussed during the communication. As such, the invention allows for subsequent representatives to make decision and take appropriate actions immediately based on the entire relationship, including the results of previous customer communications.
    Type: Application
    Filed: November 5, 2013
    Publication date: May 7, 2015
    Applicant: BANK OF AMERICA CORPORATION
    Inventors: Michael John Blatteau, JR., Michael D. Fleischer, Ryan Scott Heller, Hudson Philip Hoen, IV, Sethu Iyer, Hari Madala, Andrew Sheldon, Patrick B. Smith
  • Patent number: 9025760
    Abstract: An apparatus, method, and computer-program are provided to receive a request to connect a translator to a conference call holding area, and transmit a request to the translator for a personal identification number prior to connecting the translator to the conference call holding area. Upon verification of the person identification number, the translator is connected to the conference call holding area.
    Type: Grant
    Filed: November 28, 2011
    Date of Patent: May 5, 2015
    Assignee: West Corporation
    Inventors: Mark J. Pettay, Myron P. Sojka, Hendryanto Rilantono, Mark Steve Jarzynka, Gregory Stuart Cardin, Bernard Roubaud
  • Patent number: 9025759
    Abstract: A computer-implemented method for routing a call to a call center may generally comprise receiving a call from a caller at an automated call distributor, initiating an interactive voice response interrogation session with the caller, and classifying the call as one of a first type and a second type based on the interactive voice response interrogation session, when the call type is classified as the first type, routing the call to at least one of a plurality of branches comprising at least one agent designated to receive calls classified as the first type, when the call type is classified as the second type, routing the call to a call center comprising at least one agent designated to receive calls classified as the first type and the second type.
    Type: Grant
    Filed: October 23, 2013
    Date of Patent: May 5, 2015
    Assignee: The PNC Financial Services Group, Inc.
    Inventor: Jamie Warder
  • Patent number: 9020128
    Abstract: System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of the contact center, an expected wait time by the customer based upon historical contact information stored in a memory of the contact center; calculating an expected cost of queueing the customer for the expected wait time; and selecting the contact handling mode based upon the expected cost of queueing the customer.
    Type: Grant
    Filed: October 10, 2013
    Date of Patent: April 28, 2015
    Assignee: Avaya, Inc.
    Inventors: Dawid Nowak, Joseph Smyth
  • Patent number: 9020134
    Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.
    Type: Grant
    Filed: October 4, 2013
    Date of Patent: April 28, 2015
    Assignee: Avaya, Inc.
    Inventors: Tony McCormack, Fintan Hynes, Paul D'Arcy
  • Patent number: 9020136
    Abstract: The present disclosure includes a system and method for blended telephone network and computer network customer support interactions. The system may include a web server, one or more controllers, a telephone exchange, a monitoring server, and one or more client devices. The method may include receiving a multimedia support request, establishing a multimedia communications session, instructing a telephony application associated with the multimedia communications session to place a telephone call, routing and connecting the telephone call to an available endpoint, identifying the available endpoint when the telephone call is connected to the available endpoint, and transmitting an invitation to participate in the multimedia communications session to the available endpoint.
    Type: Grant
    Filed: November 11, 2013
    Date of Patent: April 28, 2015
    Assignee: Google Inc.
    Inventors: Silviu Cristian Marghescu, Juan Vasquez
  • Publication number: 20150103997
    Abstract: A system, method, apparatus, means, and computer program code is provided wherein an electronic communication is received. A communication routing matrix is accessed, from a relational database platform, to select a service representative for the received communication. It may then be arranged for the received communication to be routed in accordance with the selected service representative.
    Type: Application
    Filed: December 18, 2014
    Publication date: April 16, 2015
    Inventor: Philip Wawrzynowicz
  • Patent number: 9001992
    Abstract: Disclosed are systems and methods to connect a call. The systems and methods provide techniques to receive a call from a caller and determine a calf path for the call. The call path is used to connect the caller to a call path destination. The call path destination may vary depending on factors in addition to the call path, such as, for example, a classification of the caller and a classification of the representative to whom the caller is to be connected.
    Type: Grant
    Filed: August 22, 2013
    Date of Patent: April 7, 2015
    Assignee: United Services Automobile Association (USAA)
    Inventors: V. Adele Condreay, Jason New, Bill Grigsby
  • Patent number: 9001993
    Abstract: Exemplary systems and methods for queuing an inbound communication are provided. In exemplary embodiments, the inbound communication is received by a communication server associated with a communication type of the inbound communication. Communication statuses of one or more agents over a plurality of communication types are reviewed to determine available agents. One or more profiles are reviewed to assess applicability of one or more agents to receive the inbound communication, whereby an agent may be applicable to handle more than one inbound communication concurrently as determined by their profile. An appropriate agent is then selected based on the availability and applicability of the one or more agents to which the inbound communication is forwarded.
    Type: Grant
    Filed: September 25, 2013
    Date of Patent: April 7, 2015
    Assignee: Fonality, Inc.
    Inventor: Christopher M. Lyman
  • 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: 8995643
    Abstract: An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents.
    Type: Grant
    Filed: January 17, 2014
    Date of Patent: March 31, 2015
    Assignee: JPMorgan Chase Bank, N.A.
    Inventors: Lizhi Ma, Shane P. Pederson, Wilson Khaemba, Hui Wang, Guru Kurubarahalli, Gary Ulrich, Nitin Dhir, Djovana Shkreli
  • Publication number: 20150071428
    Abstract: A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact. The systems and methods can also work for multiple contacts that are processed by multiple agents. In addition, the systems and methods will work with outbound contacts.
    Type: Application
    Filed: September 10, 2013
    Publication date: March 12, 2015
    Applicant: Avaya Inc.
    Inventors: Katherine A. Sobus, Robert C. Steiner
  • Patent number: 8971503
    Abstract: A system and method are provided for operating a call order center, comprising: obtaining voice training data for a call center service representative (CCSR) for phrases associated with an ordering process or products associated with the call order center; receiving customer call for an order by the CCSR on a telephone; activating a voice recognition system that accesses the CCSR voice training data via a switch; during a telephone call, issuing commands and providing data by the CCSR associated with the order to the voice recognition system that are translated and entered into an ordering system by the voice recognition system; and deactivating the voice recognition system via the switch. A role can be assigned to or deassigned from an employee based on their location relative to a particular location point within a work area.
    Type: Grant
    Filed: April 2, 2013
    Date of Patent: March 3, 2015
    Assignee: IPDEV Co.
    Inventor: James B. Kargman
  • Patent number: 8971520
    Abstract: The present invention relates to the assignment of calls to groups of call handlers in a call center environment. According to certain aspects, the present invention achieves an optimal balance between the level of service and overall cost by assigning a “common” pool skill to all call handlers in the system and by secondarily assigning one or more additional “rare” pool skills to each call handler. In this configuration, any call handler may receive calls (or other multiple media work assignments) from the states in the common pool while also receiving calls from the states in their additional rare pool(s). According to other aspects, a method according to the invention optimizes the selection of the skills to be included in each of the pools.
    Type: Grant
    Filed: October 26, 2007
    Date of Patent: March 3, 2015
    Assignee: Answer Financial Inc.
    Inventors: Daniel John Bryce, William Carl Hodgins, Randal Cameron Sue
  • Publication number: 20150036816
    Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.
    Type: Application
    Filed: October 16, 2014
    Publication date: February 5, 2015
    Inventors: Kelly CONWAY, Christopher DANSON, Douglas BROWN, David GUSTAFSON
  • 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
  • Publication number: 20140376715
    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: Application
    Filed: September 5, 2014
    Publication date: December 25, 2014
    Inventors: Stanislav V. Zgardovski, Oleksiy M. Kolomoyskyy
  • Patent number: 8917853
    Abstract: A method and system for enhancing problem resolution at a call center based on speech recognition of a caller includes, receiving an incoming call and generating call data based on speech recognition of the incoming call using a computer. The method generates and associates annotated metadata about the call data. A historical record is created which includes the call data and the annotated metadata. The historical record may be stored in a storage medium communicating with the computer. Context data is generated for the incoming call by analyzing the historical record to identify: a caller, a topic, a date and a stress level of the caller. The method compares the context data to historical records of previous calls. A topic probabilities analysis is conducted by comparing the context data to the historical records of previous calls, and a solution is determined for the topic based on the probabilities analysis.
    Type: Grant
    Filed: June 19, 2012
    Date of Patent: December 23, 2014
    Assignee: International Business Machines Corporation
    Inventors: Vijay Dheap, Nicholas E. Poore, Lee M. Surprenant, Michael D. Whitley
  • Patent number: 8917861
    Abstract: An apparatus and method for initiating a voice communication to a best-determined target includes associating a plurality of workers in a worker list with a skills profile for each worker. Upon receiving an assistance request for a task, the worker list can be searched automatically for target contacts having the skill profile best-matching the assistance request. Further search criteria can be compared between the task and the matched target contacts to facilitate the proper selection of the best-matched target contacts. Upon a match, a voice communication is automatically initiating between the requestor to the best-determined target contact.
    Type: Grant
    Filed: June 5, 2012
    Date of Patent: December 23, 2014
    Assignee: Symbol Technologies, Inc.
    Inventors: Mark Clayton, Lexie Spiro
  • Patent number: 8903076
    Abstract: External queue monitoring of contact center queues is provided as a means that may better service the customer and measure service level objectives. External queue monitoring provides the opportunity for real-time monitoring of the queue and modification of contact center operations, such as devices routing queue members, in response to queuing or enqueued customers.
    Type: Grant
    Filed: September 26, 2013
    Date of Patent: December 2, 2014
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, Valentine C. Matula, Ramanujan Kashi