Based On Type Of Call Patents (Class 379/266.02)
  • Patent number: 10171670
    Abstract: Disclosed herein are a system, method, and computer-readable medium with instructions for recommending a service provider based on a user's approximate current location. The service provider may be recommended for a service that is verified under a user's insurance policy and is also within proximity to the user's approximate current location. The user's approximate current location may be determined by location-based technology. The entity that receives and/or recommends the service provider may initiate a request for the service from the service provider. Further embodiments are related to routing a call to provide information to the user that is responsive to the user's location-relevant request. For example, systems, such as an automotive telematics system, may request information and be routed to the appropriate division of a user's insurance provider such that the automotive telematics system can provide services to the user that are user-specific (e.g., covered by the user's insurance policy).
    Type: Grant
    Filed: August 15, 2016
    Date of Patent: January 1, 2019
    Assignee: United Services Automobile Association (USAA)
    Inventor: Charles Lee Oakes
  • Patent number: 9699239
    Abstract: Systems and methods for contact management, such as those, for example, configured to identify a point-of-contact to which at least one contact is assigned and/or configured to order at least one contact based on information relating to the at least one contact.
    Type: Grant
    Filed: January 14, 2013
    Date of Patent: July 4, 2017
    Assignee: Televoice, Inc.
    Inventors: Barry Hays, Greg St. Denis
  • Patent number: 9667786
    Abstract: One embodiment relates to a computerized process for assisting a user in obtaining help from a help desk comprising a plurality of steps. One step can involve connecting the user with a computer network. Another step involves presenting the user with a plurality of questions. Another step involves analyzing a plurality of answers provided by the user by comparing said plurality of answers with a plurality of answers stored in a database. Another step involves determining using a microprocessor whether to connect a user with a live agent and connecting the user with a live agent by switching to a telephone network after determining via a predetermined score that the user needs further assistance. Ultimately, through a series of steps the system becomes more agile and intelligent thereby becoming a dynamic system which can change the process for assisting a user based upon the satisfaction of the user.
    Type: Grant
    Filed: October 7, 2014
    Date of Patent: May 30, 2017
    Assignee: IPSOFT, INC.
    Inventor: Chetan Dube
  • Patent number: 9538352
    Abstract: A SIP ancillary data server provides host to auxiliary data for an emergency SIP session (call) uniquely referred to in a transported SIP header. In a manner similar to how location is represented in an emergency call, a SIP header is extended. The extended SIP Header contains one of two possible types of content elements: either (a) a content pointer element to a SIP Message body part (a “cid:”, or content identifier); or (b) an <information_URI> (a.k.a, “info_URI” in this document).
    Type: Grant
    Filed: August 25, 2015
    Date of Patent: January 3, 2017
    Assignee: Telecommunication Systems, Inc.
    Inventors: Roger S. Marshall, Yinjun Zhu
  • Patent number: 9426296
    Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of contacts ordered for assignment to a plurality of agents, and assigning a first out-of-order contact from the plurality of contacts to a first agent of the plurality of agents who becomes available for assignment to any contact of the plurality of contacts based on information about the first agent.
    Type: Grant
    Filed: May 1, 2015
    Date of Patent: August 23, 2016
    Assignee: Afiniti International Holdings, Ltd.
    Inventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
  • Patent number: 9386152
    Abstract: A system for a contact center includes: a processor; an interactive voice response (IVR) node configured to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses; an intelligent automated agent including an artificial intelligence engine; a call server node configured to route the interaction and the responses to one of a pool of live agents or to the automated agent; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions. The automated agent is further configured to retrieve a profile of the customer from the customer profile data during the interaction and to update the retrieved profile on the storage device to reflect the interaction. The artificial intelligence engine is configured to learn knowledge from the interaction and to apply the learned knowledge to future interactions.
    Type: Grant
    Filed: April 19, 2013
    Date of Patent: July 5, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Akbar Riahi, Herbert Willi Artur Ristock
  • Patent number: 9258419
    Abstract: A system and method for managing emergency calls are disclosed herein. The method includes receiving an emergency related call at a call center, and during the emergency related call, retrieving information related to i) a type of incident being reported, ii) a location of the incident being reported, and iii) a description of the incident being reported. A public safety answering point to notify of the incident is identified, where such identification is based upon at least some of the retrieved information. A database is searched for outgoing calls to the identified public safety answering point, and based upon results from the searching, a determination is made as to whether to contact the identified public safety answering point.
    Type: Grant
    Filed: March 25, 2009
    Date of Patent: February 9, 2016
    Assignee: General Motors LLC
    Inventor: Travis L. Bradburn
  • Patent number: 9148770
    Abstract: When a PSAP receives a call from a cellular telephone in reference to an emergent event, the speed and quality of the response may be improved by the cellular service provider's provision to the PSAP of information that includes the geographic location of the caller's phone. In a typical scenario, in which the call is from a GPS-equipped phone, the GPS coordinates of the phone may be echoed back to the PSAP in response to a specialized open “ping” request from the service provider. Of particular advantage to this approach is that GPS ping requests typically work regardless of whether a call is in progress, as long as the phone is turned on.
    Type: Grant
    Filed: August 25, 2011
    Date of Patent: September 29, 2015
    Assignee: Avaya Inc.
    Inventors: David S. Mohler, Paul Roller Michaelis
  • Patent number: 9130963
    Abstract: A SIP ancillary data server provides host to auxiliary data for an emergency SIP session (call) uniquely referred to in a transported SIP header. In a manner similar to how location is represented in an emergency call, a SIP header is extended. The extended SIP Header contains one of two possible types of content elements: either (a) a content pointer element to a SIP Message body part (a “cid:”, or content identifier); or (b) an <information_URI> (a.k.a, “info_URI” in this document).
    Type: Grant
    Filed: April 6, 2011
    Date of Patent: September 8, 2015
    Assignee: TeleCommunication Systems, Inc.
    Inventors: Roger S. Marshall, Yinjun Zhu
  • 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
  • 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: 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
  • 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: 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: 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
  • Patent number: 8995642
    Abstract: Systems and methods for managing customer communications over communication channels are disclosed. According to one embodiment, a method for receiving consent from a customer to be contacted on the customer's cellular phone may include (1) communicating, over a first communication channel, with a customer; (2) using at least one computer processor, prompting the customer for customer consent to be contacted on the customer's cellular phone; (3) receiving, from the customer, a response to the prompt for customer consent; and (4) storing the response in a database.
    Type: Grant
    Filed: July 11, 2013
    Date of Patent: March 31, 2015
    Assignee: JPMorgan Chase Bank, N.A.
    Inventors: Robert Moore, Brian Lawhorne
  • Patent number: 8989366
    Abstract: A system and method for managing customer communications over communication channels are disclosed. A method may include (1) at least one of a plurality of computer processors determining a communication channel for contacting a customer; (2) at least one of the plurality of computer processors determining contact information for the customer to be used with the determined communication channel; (3) presenting the contact information to an agent; (4) receiving, at an electronic device, authorization to initiate contact with the customer using the contact information; and (5) at least one of a plurality of computer processors automatically initiating contact with the customer using the communication channel.
    Type: Grant
    Filed: December 12, 2012
    Date of Patent: March 24, 2015
    Assignee: JPMorgan Chase Bank, N.A.
    Inventors: Robert Moore, Brian Lawhorne
  • 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: 20150036817
    Abstract: Systems, methods, apparatus, and computer-readable media are provided to track call information pertinent to calls responsive to advertisements. A message may be received via a data network from a communication device running an application. The application may be associated with a communication reference. Responsive to selection of a user-selectable option that may correspond to an advertisement presented via the communication device, the message may be sent, via the data network, to a call information handling system. The message may indicate call information. Unique identification of the communication device and/or a user may be determined. The call information may be stored in a tracking information repository in association with the unique identification.
    Type: Application
    Filed: July 31, 2014
    Publication date: February 5, 2015
    Inventors: Mehul Jain, Kent William Laux, Deepak Kumar Thakral
  • Patent number: 8918342
    Abstract: There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.
    Type: Grant
    Filed: April 29, 2013
    Date of Patent: December 23, 2014
    Assignee: Convergys Customer Management Delaware LLC
    Inventor: Dale R. Peterson
  • Patent number: 8879697
    Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for determining call importance using social network context. A system can receive a call from a caller and establish the identity of the caller. The system can then retrieve a social network context associated with the caller identity from a social network and determine an importance score for the call using the social network context. Social network contexts can be derived from a social network profile, caller utterances, and a social graph. Based on the importance score, the contact center provides an appropriate level of customer service. The level of customer service a contact center provides can be based on resource availability, call type, call time, agent queue selection, offered communication modalities and customer follow-up.
    Type: Grant
    Filed: August 10, 2012
    Date of Patent: November 4, 2014
    Assignee: Avaya Inc.
    Inventors: Reinhard Klemm, Doree Duncan Seligmann
  • Patent number: 8873739
    Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.
    Type: Grant
    Filed: April 12, 2013
    Date of Patent: October 28, 2014
    Assignee: Avaya Inc.
    Inventors: Thomas L. Hemm, Joylee E. Kohler, Rodney A. Thomson
  • Patent number: 8867733
    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: Grant
    Filed: November 26, 2013
    Date of Patent: October 21, 2014
    Assignee: Mattersight Corporation
    Inventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce
  • Patent number: 8855292
    Abstract: A contact center is provided that has (a) a database 114 operable to contain customer records; (b) a plurality of agent communication devices 134-1 to -N corresponding to a plurality of agents; (c) a switching fabric 110, 130 to connect incoming contacts with agent communication devices; (d) a plurality of contact queues 208a-n to enqueue contacts awaiting servicing by an agent; and (e) a queue bypass module that receives, from a first agent of a contact center, a queue bypass request for a specified first customer and updates a set of data structures associated with the specified first customer to indicate that the first customer is entitled to bypass queue positions when the first customer again contacts the contact center.
    Type: Grant
    Filed: September 8, 2006
    Date of Patent: October 7, 2014
    Assignee: Avaya Inc.
    Inventor: Gordon R. Brunson
  • Publication number: 20140270144
    Abstract: A Public Safety Answering Point (PSAP) is disclosed. The PSAP is configured to enable the detection of language preferences, capabilities, or inabilities and, based on such detection, assist the PSAP agent in assisting the PSAP caller. The PSAP may additionally or alternatively utilize the detection of language information to assist in the decision to route or re-route the PSAP caller to appropriate PSAP resources.
    Type: Application
    Filed: March 18, 2013
    Publication date: September 18, 2014
    Applicant: AVAYA INC.
    Inventors: Jon Bentley, Mark Fletcher, Joseph L. Hall, Avram Levi, Paul Roller Michaelis, Heinz Teutsch
  • Patent number: 8831206
    Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and an evolutionary routing mechanism that is capable of dynamically testing and analyzing the performance/skills of each agent. As the evolutionary routing mechanism detects that the skills of the agent have sufficiently changed, the evolutionary routing mechanism may cause the skills of that agent to be updated, thereby altering the routing algorithm.
    Type: Grant
    Filed: May 12, 2008
    Date of Patent: September 9, 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: 8774392
    Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.
    Type: Grant
    Filed: June 17, 2013
    Date of Patent: July 8, 2014
    Assignee: Intellisist, Inc.
    Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
  • Patent number: 8767948
    Abstract: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer including interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured to generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center, and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results.
    Type: Grant
    Filed: April 19, 2013
    Date of Patent: July 1, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Akbar Riahi, Herbert Willi Artur Ristock
  • Patent number: 8718263
    Abstract: A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable. A management module manages the allocation of the operator terminals between the plurality of different business affiliations being supported by the communications center. The management module loads a set of configuration information into an operator terminal to match a determined business affiliation with a customer's communications device capabilities. At different times, e.g. corresponding to an initial communications session and a follow-on communications session, the same customer may be connected to different physical operator terminals and be communicating with different actual operators; however, from the perspective of the customer, the customer is made to think that the communication is with the same operator terminal and same operator.
    Type: Grant
    Filed: October 24, 2011
    Date of Patent: May 6, 2014
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: John-Francis Mergen, Daniel Martin Wood
  • Patent number: 8718258
    Abstract: A system and method for routing calls based on the different fee structure between voice and data is disclosed. The origination type for an incoming call is determined. When the incoming call is a VoIP call then the call is routed based, in part, on selecting the minimum fee required to terminate the call.
    Type: Grant
    Filed: January 24, 2005
    Date of Patent: May 6, 2014
    Assignee: Sprint Communication Company L.P.
    Inventors: Warren B. Cope, Von K. McConnell
  • Patent number: 8718270
    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: May 6, 2014
    Assignee: Soundbite Communications, Inc.
    Inventors: Timothy R. Segall, Damon Weinstein
  • Patent number: 8687790
    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: February 7, 2013
    Date of Patent: April 1, 2014
    Assignee: JPMorgan Chase Bank, N.A.
    Inventors: Lizhi Ma, Shane P. Pederson, Wilson Khaemba, Hui Wang, Guru Kurubarahalli, Gary Ulrich, Nitin Dhir, Djovana Shkreli
  • Patent number: 8675860
    Abstract: The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.
    Type: Grant
    Filed: February 16, 2012
    Date of Patent: March 18, 2014
    Assignee: Avaya Inc.
    Inventors: Alan David Eicholz, Andrew D. Flockhart, Tore Christensen, Katherine Anthony Sobus
  • Patent number: 8670550
    Abstract: A queueless 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, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
    Type: Grant
    Filed: September 15, 2010
    Date of Patent: March 11, 2014
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Robert C. Steiner
  • Patent number: 8654937
    Abstract: A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.
    Type: Grant
    Filed: November 30, 2005
    Date of Patent: February 18, 2014
    Assignee: International Business Machines Corporation
    Inventors: Ciprian Agapi, Baiju D. Mandalia, Pradeep P. Mansey
  • Patent number: 8644487
    Abstract: Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations.
    Type: Grant
    Filed: July 20, 2010
    Date of Patent: February 4, 2014
    Assignee: Avaya, Inc.
    Inventors: George Erhart, Valentine Matula, David Skiba
  • Patent number: 8644490
    Abstract: Methods and systems are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. A method for routing callers includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on). Further, if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.
    Type: Grant
    Filed: August 29, 2008
    Date of Patent: February 4, 2014
    Assignee: Satmap International Holdings Limited
    Inventor: Randall R. Stewart
  • Patent number: 8634542
    Abstract: Apparatus and methods are disclosed for routing callers to agents in a contact center. Exemplary methods and system include using one of a plurality of different computer models for matching callers to agents, the model selected based on a degree and/or type of caller data available. The models may include queue routing, performance based matching, adaptive pattern matching algorithms, or other computer models for matching callers to agents. In one example, similar adaptive models may be used for two or more different degrees/types of caller data, but are trained differently, e.g., based on the degree/type of caller data. Different models for routing callers to agents may perform differently for different degrees/types of caller data. Further, training correlation or adaptive pattern matching algorithms based on different degrees/types of caller data may improve their respective performance compared to a single algorithm for all degrees/types of caller data.
    Type: Grant
    Filed: December 9, 2008
    Date of Patent: January 21, 2014
    Assignee: Satmap International Holdings Limited
    Inventors: S. James P. Spottiswoode, Zia Chishti
  • Patent number: 8634543
    Abstract: A queueless 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, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
    Type: Grant
    Filed: September 15, 2010
    Date of Patent: January 21, 2014
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Robert C. Steiner
  • Patent number: 8611526
    Abstract: The disclosure provides a CTIEX, system and method for implementing channel associated data transmission between an agent and an automatic service, wherein the CTIEX comprises a message module and a processing module; the message module receives a channel associated data request message transmitted by a cross-platform automatic service and transmits the channel associated data organized by the processing module to the cross-platform automatic service; the processing module is configured to analyze a call serial number in the channel associated data request message received by the message module to search out agent-associated information and organize channel associated data. The disclosure is capable of implementing channel associated data transmission between an agent and a cross-platform automatic service.
    Type: Grant
    Filed: April 21, 2010
    Date of Patent: December 17, 2013
    Assignee: ZTE Corporation
    Inventors: Xianbin Chen, Wenyuan Wang
  • 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: 8600036
    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: September 8, 2010
    Date of Patent: December 3, 2013
    Assignee: The PNC Financial Services Group, Inc.
    Inventor: Jamie Warder
  • Patent number: 8594307
    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: September 8, 2010
    Date of Patent: November 26, 2013
    Assignee: The PNC Financial Services Group, Inc.
    Inventor: Jamie Warder
  • Patent number: 8582475
    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: October 30, 2012
    Date of Patent: November 12, 2013
    Assignee: Google Inc.
    Inventors: Silviu Cristian Marghescu, Juan Vasquez
  • Patent number: 8571202
    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: January 10, 2013
    Date of Patent: October 29, 2013
    Assignee: Fonality, Inc.
    Inventor: Christopher M. Lyman
  • Patent number: 8565411
    Abstract: A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.
    Type: Grant
    Filed: December 20, 2010
    Date of Patent: October 22, 2013
    Assignee: 24/7 Customer, Inc.
    Inventors: Pallipuram V. Kannan, Ravi Vijayaraghavan
  • Patent number: 8548156
    Abstract: A method for automatic call distribution includes receiving an incoming call for distribution through an automatic call distributor and identifying an agent to handle the incoming call. The method includes transitioning the agent to a transition state to reserve the agent for handling the incoming call. The transition state prevents the agent from participating in a lower priority call.
    Type: Grant
    Filed: July 1, 2005
    Date of Patent: October 1, 2013
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Joseph F. Khouri, Gebran G. Chahrouri, Labhesh Patel
  • Patent number: 8548155
    Abstract: Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.
    Type: Grant
    Filed: April 16, 2012
    Date of Patent: October 1, 2013
    Assignee: Kana Software, Inc.
    Inventors: Charlie Isaacs, Vikas Nehru, Dilpreet Singh