Call Campaign (e.g., Script, Application, Inbound/outbound Balancing) Patents (Class 379/266.07)
  • Patent number: 11431846
    Abstract: A dialer in a contact center is managed by a Communication Attempt Management System (“CAMS”) for tracking the total number of communications attempts, including voice calls, originated to an individual within a period of time. A list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts exceeding a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the dialer and whether the communication is considered exempt or non-exempt with respect to the communication limits.
    Type: Grant
    Filed: September 17, 2020
    Date of Patent: August 30, 2022
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventor: Karl H. Koster
  • Patent number: 11283927
    Abstract: A computerized method for automatic detection of an availability of an agent to attend a schedule of customer calls in a call center and reassignment thereof may include assessing an agent availability to attend a schedule in a predefined time interval before a starting time of the schedule. If the assigned agent is not available, candidate agent availability may be assessed from a plurality of schedules to participate in the schedule of the unavailable agent. One or more candidate agents from a plurality of agents may be identified to replace the unavailable assigned agent based on the candidate agent availability. A replacement agent chosen from the one or more candidate agents may be assigned based on skills or preferences for each of the one or more identified candidate agents. A supervisor may be notified that the chosen replacement agent will attend the schedule in place of the unavailable assigned agent.
    Type: Grant
    Filed: November 23, 2020
    Date of Patent: March 22, 2022
    Assignee: NICE LTD
    Inventor: Suhas Suresh Gogate
  • Patent number: 11243685
    Abstract: There is provided a computerized method for establishing a communication session with at least one contact based on a cross display gesture, comprising: displaying an array of contacts at a first location on a display of an interactive user interface on a screen of a client terminal; displaying an array of applications at a second location on the display of the interactive user interface, the first and second locations being located on opposite sides of the screen separated by an interactive region of the interactive user interface; identifying a cross display gesture manually performed by the user, the cross display gesture connecting a certain contact of the array of contacts with a certain application of the array of applications while crossing some of the interactive region; and establishing a communication session between the user and the certain contact activated by the certain application.
    Type: Grant
    Filed: August 13, 2020
    Date of Patent: February 8, 2022
    Assignee: Sync.me
    Inventors: Barak Witkowski, Assaf Ziv
  • Patent number: 11196861
    Abstract: A method of providing artificial intelligence (AI) functionality to target legacy customer outreach platforms of a plurality of tenant enterprises includes storing a plurality of AI templates, each of which is associated with one or more AI routines, generating a campaign object associating one or more of the AI templates with a tenant enterprise from among the plurality of tenant enterprises, transforming a communication on a switching network associated with the tenant enterprise according to the one or more AI templates associated with the campaign object, and providing the transformed communication to a target legacy customer outreach platform of the tenant enterprise.
    Type: Grant
    Filed: July 28, 2020
    Date of Patent: December 7, 2021
    Assignee: Thrio, Inc.
    Inventors: Pierre St-Cyr, Ran Ezerzer
  • Patent number: 11165909
    Abstract: Systems and methods for intelligently routing a member of an organization to a single point-of-contact within an optimized, secure network to address all the member's healthcare needs are described. The disclosed intelligent routing configurations transform and process, in real-time, vast amounts of member data to generate aggregated diagnoses and a member score specific to each member's household. The scores, among other things, are used to determine an identification of special needs and an appropriate advocate within the organization to route the member, and its account file containing real-time member and household level data.
    Type: Grant
    Filed: February 21, 2020
    Date of Patent: November 2, 2021
    Assignee: UnitedHealth Group Incorporated
    Inventors: Destiny Babjack, Peter D. Howell, Eric Bargman, Tina Groat, Kevin Tan, Tom Kelly, Sandra Long, Sean McNattin, Mayank Kumar, Lawrence Kevin Sundberg
  • Patent number: 10887320
    Abstract: Embodiments are directed towards a system and method for a cloud-based front end that may abstract and enable access to the underlying cloud-hosted elements and objects that may be part of a multi-tenant application, such as a search application. Search objects may be employed to access indexed objects. An amount of indexed data accessible to a user may be based on an index storage limit selected by the user, such that data that exceeds the index storage limit may continue to be indexed. Also, one or more projects can be elastically scaled for a user to provide resources that may meet the specific needs of each project.
    Type: Grant
    Filed: June 12, 2019
    Date of Patent: January 5, 2021
    Assignee: SPLUNK INC.
    Inventors: Robin Kumar Das, Ledio Ago, Declan Gerard Shanaghy, Gaurav Gupta
  • Patent number: 10827071
    Abstract: Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.
    Type: Grant
    Filed: October 30, 2019
    Date of Patent: November 3, 2020
    Assignee: TALKDESK INC.
    Inventors: Jafar Adibi, Tiago Paiva, Charanya Kannan, Bruno Antunes, Joao Carmo, Marco Costa
  • Patent number: 10785370
    Abstract: In various embodiments, a predictive dialer in a contact center is managed by a Communication Attempt Management System (“CAMS”) that manages the total number of communications attempts, including voice calls, originated to an individual associated with an account within a period of time. In particular embodiments, a list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts which have exceeded a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the predictive dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the predictive dialer.
    Type: Grant
    Filed: October 9, 2019
    Date of Patent: September 22, 2020
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Jason P. Ouimette, Christopher S. Haggerty
  • Patent number: 10750017
    Abstract: A method of providing artificial intelligence (AI) functionality to target legacy customer outreach platforms of a plurality of tenant enterprises includes storing a plurality of AI templates, each of which is associated with one or more AI routines, generating a campaign object associating one or more of the AI templates with a tenant enterprise from among the plurality of tenant enterprises, transforming a communication on a switching network associated with the tenant enterprise according to the one or more AI templates associated with the campaign object, and providing the transformed communication to a target legacy customer outreach platform of the tenant enterprise.
    Type: Grant
    Filed: October 11, 2019
    Date of Patent: August 18, 2020
    Assignee: Thrio, Inc.
    Inventors: Pierre St-Cyr, Ran Ezerzer
  • Patent number: 10742810
    Abstract: A contact center dialing a telephone number to a party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms defined indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.
    Type: Grant
    Filed: October 19, 2018
    Date of Patent: August 11, 2020
    Assignee: Noble Systems Corporation
    Inventors: Teresa Gudger, Karl H. Koster
  • Patent number: 10594864
    Abstract: A system and method are presented for advanced campaign management in outbound dialing platforms. In a contact center environment, a dialing campaign may be configured such that the outbound dialing platform modifies its behavior automatically throughout the dialing campaign as conditions change. Dialing campaigns may be constructed from groups, which are organized into a campaign sequence. As the campaign sequence flows between groups, details of the campaign may be monitored and evaluated by the platform. Group transitions may be initiated based on activation triggers. In an embodiment, campaign sequences may also be automatically transitioned to new campaign sequences, paused, or reset based on activation triggers. A transition may also be initiated by manual override of the platform.
    Type: Grant
    Filed: April 4, 2018
    Date of Patent: March 17, 2020
    Inventors: Mark R. Stumpf, Chad McCormick, Brian Wolfe
  • Patent number: 10552743
    Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.
    Type: Grant
    Filed: June 29, 2016
    Date of Patent: February 4, 2020
    Inventors: Dave Sneyders, Brian Galvin, S. Michael Perlmutter
  • Patent number: 10474955
    Abstract: A device may receive, from a set of elements of a set of network devices, information associated with a set of parameters. The device may determine an event based on the set of parameters. The device may determine a rule set based on the event. The device may determine other events that are associated with the event based on the rule set. The device may determine statuses of the other events based on the information associated with the set of parameters. The device may evaluate a rule, of the rule set, based on the event and the statuses of the other events. The device may determine an action to be performed based on evaluating the rule. The device may cause the action to be performed in association with the element of the set of elements.
    Type: Grant
    Filed: December 8, 2016
    Date of Patent: November 12, 2019
    Assignee: Juniper Networks, Inc.
    Inventors: Srivatsan Santhanam, Tapan Kumar Chauhan, Aniruddha Bhosekar, Ankit Anand
  • Patent number: 10462295
    Abstract: In various embodiments, a predictive dialer in a contact center is managed by a Communication Attempt Management System (“CAMS”) that manages the total number of communications attempts, including voice calls, originated to an individual associated with an account within a period of time. In particular embodiments, a list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts which have exceeded a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the predictive dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the predictive dialer.
    Type: Grant
    Filed: December 1, 2017
    Date of Patent: October 29, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Karl H. Koster, Christopher S. Haggerty, Jason P. Ouimette
  • Patent number: 10250748
    Abstract: Systems and methods for unified calling are disclosed. According to one embodiment, the method may include (1) using a soft phone application executed by a computer processor, communicating, to a telephony server, an agent status indicating a readiness of the agent to manually make a telephone call; (2) receiving, on a computer terminal, an indication of a telephone number to call; and (3) manually dialing the telephone number using a telephone. The soft phone application emulates an analog connection with the telephony server.
    Type: Grant
    Filed: July 30, 2015
    Date of Patent: April 2, 2019
    Assignee: JPMorgan Chase Bank, N.A.
    Inventors: Mark Huffman, Robert O'Reilly
  • Patent number: 10229420
    Abstract: The present invention relates to virtual universe product customer support. A method for providing customer service in a virtual universe in accordance with an embodiment of the present invention includes: determining that a real-world product may have a problem; collecting information associated with the product; analyzing the collected information at a support location service in the virtual universe to determine a land location within the virtual universe of a product support center for the product; and providing an avatar with a teleportation invitation to the product support center.
    Type: Grant
    Filed: June 5, 2008
    Date of Patent: March 12, 2019
    Assignee: International Business Machines Corporation
    Inventors: Rick A. Hamilton, II, Brian M. O'Connell, Clifford A. Pickover, Keith R. Walker
  • Patent number: 10116793
    Abstract: A system and method are presented for learning call analysis. Audio fingerprinting may be employed to identify audio recordings that answer communications. In one embodiment, the system may generate a fingerprint of a candidate audio stream and compare it against known fingerprints within a database. The system may also search for a speech-like signal to determine if the endpoint contains a known audio recording. If a known audio recording is not encountered, a fingerprint may be computed for the contact and the communication routed to a human for handling. An indication may be made as to if the call is indeed an audio recording. The associated information may be saved and used for future identification purposes.
    Type: Grant
    Filed: December 6, 2016
    Date of Patent: October 30, 2018
    Inventors: Felix Immanuel Wyss, Matthew Alan Taylor, Kevin Charles Vlack
  • Patent number: 10084915
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for determining whether a call has reached a live party or a machine. Specifically, a call handler that is handling the call analyzes a cadence of the audio of the call while a speech analytics system analyzes the audio of the call to detect one or more keywords over a call leg established between the call handler and speech analytics system. Accordingly, in particular embodiments, the call handler may make a first determination that the call has reached a live party or a machine based on the cadence of the audio and may make a second determination that the call has reached a live party or a machine based on an event received from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call.
    Type: Grant
    Filed: August 21, 2017
    Date of Patent: September 25, 2018
    Assignee: Noble Systems Corporation
    Inventor: Joseph Andraszek
  • Patent number: 10003621
    Abstract: A multimedia router has code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions, and a routing point identified in the router code for establishing at least one non-voice communications session between two or more communications appliances enabled for non-voice communications. During a voice call established between a calling party and one of the two or more communications appliances, the routing point is invoked from the called communications appliance by issuance of a non-voice routing request to establish at least one non-voice communications session between the called communications appliance and another of the two or more communications appliances.
    Type: Grant
    Filed: November 7, 2016
    Date of Patent: June 19, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: Sergey Fedorov
  • Patent number: 9961201
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for using real-time speech analytics to navigate a call that has reached a machine or service. In various embodiments, a call leg is established from a call handler handling the call to a speech analytics system configured to analyze the call to detect keywords. As the speech analytics system monitors the call, the speech analytics system sends an event to the call handler upon detecting a keyword. In turn, the call handler carries out some action based on the event that is configured to advance the progress of the call. Accordingly, if the call handler determines a live party has been reached on the call as result of the action, the call handler connects the call with a second live party to converse with the live party reached on the call.
    Type: Grant
    Filed: November 1, 2017
    Date of Patent: May 1, 2018
    Assignee: Noble Systems Corporation
    Inventor: Joseph Andraszek
  • Patent number: 9924040
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a first campaign and a second campaign involving two different channels of communication. Specifically, forecasts are generated for the first and second campaigns and agent resources needed to handle communications forecasted for each campaign are identified. A roster template is generated that includes one or more shifts to schedule based on the agent resources identified for the first campaign and evaluated to identify whether a deficiency exists with respect to the one or more shifts not meeting the agent resources identified for the second campaign. If so, the one or more shifts are revised so as not to cause a second deficiency with respect to the first campaign.
    Type: Grant
    Filed: August 24, 2017
    Date of Patent: March 20, 2018
    Assignee: Noble Systems Corporation
    Inventors: Jason P. Ouimette, Ellwood I. Neuer, Christopher S. Haggerty
  • Patent number: 9871923
    Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.
    Type: Grant
    Filed: November 25, 2014
    Date of Patent: January 16, 2018
    Assignee: Avaya Inc.
    Inventors: James Hickey, Tony McCormack, Paul D'Arcy, Neil O'Connor
  • Patent number: 9787840
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a first campaign and a second campaign involving two different channels of communication. Specifically, forecasts are generated for the first and second campaigns and agent resources needed to handle communications forecasted for each campaign are identified. A roster template is generated that includes one or more shifts to schedule based on the agent resources identified for the first campaign and evaluated to identify whether a deficiency exists with respect to the one or more shifts not meeting the agent resources identified for the second campaign. If so, the one or more shifts are revised so as not to cause a second deficiency with respect to the first campaign.
    Type: Grant
    Filed: June 11, 2015
    Date of Patent: October 10, 2017
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Ellwood I. Neuer, III, Jason P. Ouimette, Christopher S. Haggerty
  • Patent number: 9736870
    Abstract: Described herein are systems, methods and computer program products for controlling operation of wireless beacons, such as Bluetooth Low Energy beacons. Multiple beacons may be controlled centrally or may work together in a cooperative fashion such that signals can be exchanged between or repeated by beacons in order to allow for signals received at one beacon to reach another beacon without requiring further central interaction. Power settings of beacons may be altered to change power consumption or to change a detectable range of the beacons.
    Type: Grant
    Filed: February 27, 2015
    Date of Patent: August 15, 2017
    Assignee: Aruba Networks, Inc.
    Inventors: Ben Dunsbergen, Kiyo Kubo
  • Patent number: 9729715
    Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.
    Type: Grant
    Filed: August 24, 2015
    Date of Patent: August 8, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vadim Zyarko, Stanislav Zgardovski, Oleksiy Kolomoyskyy
  • Patent number: 9578170
    Abstract: A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.
    Type: Grant
    Filed: August 3, 2015
    Date of Patent: February 21, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, Lei Huang, Charles Qichi Lu, Rong Ma, Vadim Snitkovsky
  • Patent number: 9426281
    Abstract: An automatic list scheduling (“ALS”) system monitors usage of calling lists by an administrator where the administrator terminates usage of a calling list based on various measured parameters. The ALS system is configure to learn the conditions associated with the measured parameters and, in one embodiment, recommends to the administrator when to terminate use of a current calling list in favor of another list. A learning mode gathers various samples of the measured parameters associated with calling lists, and analyzes the sample to determine a threshold value. Upon monitoring the measured values for subsequent usage of calling lists, the current measured parameters are compared to the threshold value to determine whether to generate a recommendation to the administrator. In one embodiment, the time zone of the called party and the applicable calling window is used to determine whether the current list can continued to be used.
    Type: Grant
    Filed: September 5, 2013
    Date of Patent: August 23, 2016
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventor: Patrick M. McDaniel
  • Patent number: 9384446
    Abstract: A management system for guiding an agent in a media-specific dialog has a conversion engine for instantiating ongoing dialog as machine-readable text, if the dialog is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialog. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.
    Type: Grant
    Filed: July 27, 2015
    Date of Patent: July 5, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES INC.
    Inventors: Dave Sneyders, Brian Galvin, S. Michael Perlmutter
  • Patent number: 9378060
    Abstract: In accordance with various embodiments, systems and methods are provided for co-locating execution logic and state data in a distributed and clustered environment. Such a system can include a plurality of applications, executing on one or more application servers, including an event broker which identifies state data required by an actor, a database which identifies an application server where such state data is cached; and a co-location module which instantiates the actor on the application server where such state data is cached. The method includes identifying state data required by a transaction, identifying an application server where such state data is cached, instantiating execution logic for processing the transaction on the application server where such state data is cached, and executing said execution logic for processing the transaction on the application server where such state data is cached thereby providing predictable low execution latency.
    Type: Grant
    Filed: August 28, 2012
    Date of Patent: June 28, 2016
    Assignee: ORACLE INTERNATIONAL CORPORATION
    Inventors: Andreas Jansson, Lars-Göran Forsberg
  • Patent number: 9374467
    Abstract: A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns.
    Type: Grant
    Filed: September 4, 2014
    Date of Patent: June 21, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Stanislav V. Zgardovski, Vadim Y. Zyarko, Oleksiy M. Kolomoyskyy
  • Patent number: 9288333
    Abstract: A method for monitoring utilization of a voice over internet protocol platform in a mass calling application includes receiving calls via voice ports established by servers. Utilization information for each of the servers is aggregated in accordance with applications associated with the calls. The aggregated utilization information is separately displayed for each of the applications, each of the applications corresponding to a distinct subset of the calls.
    Type: Grant
    Filed: December 1, 2008
    Date of Patent: March 15, 2016
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventor: David Bishop
  • Patent number: 9219817
    Abstract: A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.
    Type: Grant
    Filed: April 3, 2015
    Date of Patent: December 22, 2015
    Assignee: SOUNDBITE COMMUNICATIONS, INC.
    Inventors: Damon Weinstein, Timothy R. Segall, Vincent E. Laiosa
  • Patent number: 9197750
    Abstract: A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.
    Type: Grant
    Filed: September 5, 2014
    Date of Patent: November 24, 2015
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Stanislav V. Zgardovski, Oleksiy M. Kolomoyskyy
  • Patent number: 9172798
    Abstract: A location determination rule is applied by a dialer when processing a telephone number of a target party in record from a dialing list. The location determination rule indicates how a geo-location of the target party is to be ascertained, so that the time zone of the target party is ascertained. Once the time zone is known, then a local time of the target party is ascertained, and a determination can be made whether a call can be originated to the target party within a prescribed calling window. The calling window indicates the beginning and ending times, local to the target party, when calls can be attempted to the target party. In one embodiment, the location determination rule can be defined for each record in the dialing list or for all records in the dialing list.
    Type: Grant
    Filed: December 19, 2012
    Date of Patent: October 27, 2015
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Jason P. Ouimette, Juderic Trinidad
  • Patent number: 9137169
    Abstract: Using information for efficient allocation of network resources, such as for a communication session, is disclosed. The methods and systems can utilize one or more identifiers that can be configured to indicate the presence of one or more supported features, along with an indication of whether the supported feature is required for communication.
    Type: Grant
    Filed: January 14, 2013
    Date of Patent: September 15, 2015
    Assignee: Comcast Cable Communications, LLC
    Inventors: Sohel Khan, Jon Allen Boone
  • Patent number: 9137368
    Abstract: Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call center capabilities. Embodiments of the invention include implementations of a software telephony switch in a cloud computing environment that may dynamically allocate software based PBXes, virtual interactive voice responses (IVRs), and other system components to particular calls.
    Type: Grant
    Filed: October 1, 2014
    Date of Patent: September 15, 2015
    Assignee: BOLDER THINKING COMMUNICATIONS, INC.
    Inventors: John Jasper, James A. VanVleet, Nicole J. Hushka
  • Patent number: 9118762
    Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.
    Type: Grant
    Filed: January 22, 2014
    Date of Patent: August 25, 2015
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vadim Zyarko, Stanislav Zgardovski, Oleksiy Kolomoyskyy
  • Patent number: 9106746
    Abstract: A computer system for controlling calls to a call target, including a processor in communication with non-volatile memory, the non-volatile memory executing code including code for receiving call target information relating to the call target, code for accessing a database and retrieving a contact rate for a time period for the call target, code for placing a call target identifier in a queue indicating the call target will be called during the time period, when the time period has a contact rate greater than a threshold rate, code for placing a call to the call target during the time period, and code for updating the contact rate based on an outcome of the call.
    Type: Grant
    Filed: August 27, 2013
    Date of Patent: August 11, 2015
    Inventor: James Siminoff
  • Patent number: 9098802
    Abstract: In one embodiment, a method includes one or more server computing devices receiving first data associated with an activity recently performed or currently being performed by a user of one or more client computing devices. A current state of the user is inferred at least in part by analyzing at least the first data, and second data associated with one or more historical durations associated with the inferred current state is accessed. An end time associated with the inferred current state is estimated based at least in part on the second data.
    Type: Grant
    Filed: December 20, 2012
    Date of Patent: August 4, 2015
    Assignee: Facebook, Inc.
    Inventors: Peter Xiu Deng, Adam Gregory Wolff, Koen Bok
  • Patent number: 9092733
    Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.
    Type: Grant
    Filed: December 28, 2007
    Date of Patent: July 28, 2015
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Dave Sneyders, Brian Galvin, S. Michael Perlmutter
  • Patent number: 9037119
    Abstract: A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is obsolete, e.g., the number has been reassigned to a new subscriber. A purportedly current number (called a ‘skip-trace’ number) may be obtained for the debtor, which may be a wireless number. Until the wireless skip-trace number has been confirmed as being associated with the debtor, an agent manually dials that number to minimize liability to the contact center. Once the agent has verbally confirmed the skip-trace number is associated with the debtor, a record for this number in a dialing list is updated allowing future dialing attempts to occur automatically, by using a predictive dialer. In one embodiment, a dialing list module processes the dialing list so as to detect when a number is obsolete and update the corresponding record when the number is confirmed.
    Type: Grant
    Filed: September 23, 2014
    Date of Patent: May 19, 2015
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Teresa Gudger, Karl H. Koster
  • Patent number: 9036811
    Abstract: A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms may be defined to indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.
    Type: Grant
    Filed: November 7, 2014
    Date of Patent: May 19, 2015
    Assignee: Noble Systems Corporation
    Inventors: Teresa Gudger, Karl H. Koster
  • Patent number: 9036808
    Abstract: An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
    Type: Grant
    Filed: November 18, 2014
    Date of Patent: May 19, 2015
    Assignee: INVOCA, INC.
    Inventors: Colin D. Kelley, Jason S. Spievak, David S. Trandal
  • Publication number: 20150124958
    Abstract: Embodiments of the invention are directed to a system, method, or computer program product for determining an appropriate course of action for a representative working to recover payment in arrears. Embodiments may determine at least one customer preference regarding limitation of representative-customer interactions; and, based on the at least one customer preference, present assistance information to the representative before or during the representative-customer interaction, the assistance information configured to at least one of inform the representative of the at least one customer preference, present the representative with at least one proposed question for presentation to the customer, or present the representative with at least one proposed method for representative-customer interaction.
    Type: Application
    Filed: November 5, 2013
    Publication date: May 7, 2015
    Applicant: BANK OF AMERICA CORPORATION
    Inventors: Andrew Sheldon, Brian J. Dunne, Hudson Philip Hoen, IV
  • Patent number: 9020140
    Abstract: A system and method to provide telephonic teleservices management is provided. The system may comprise a session management module used to establish a session with an agent via a telephone of the agent. An agent management module may manage a work state of the agent within a plurality of sequential calls between the agent and a plurality of customers. During the session, the connection with the agent remains established between each of the sequential calls. A hub management module manages a call hub during a call of the plurality of sequential calls between the agent and a customer of the plurality of customers.
    Type: Grant
    Filed: November 5, 2012
    Date of Patent: April 28, 2015
    Assignee: SAP SE
    Inventor: Ville Salkala
  • Patent number: 9020141
    Abstract: Systems and methods are disclosed for conducting an outbound call campaign that involves multiple abandonment rates. In various embodiments, one or more filters are applied to a call list for an outbound call campaign to identify a first sub-list of telephone numbers with a first applicable abandonment rate and a second sub-list of telephone numbers with a second applicable abandonment rate. In particular embodiments, the first and second sub-lists are apportioned into sets of telephone numbers and a predictive dialer places telephone calls based on a first set for the first sub-list while targeting the first abandonment rate over a first particular period of time and, after placing the first group of calls, places telephone calls based on a first set for the second sub-list while targeting the second abandonment rate over a second particular period of time.
    Type: Grant
    Filed: January 6, 2015
    Date of Patent: April 28, 2015
    Assignee: Noble Systems Corporation
    Inventors: Jeffery D. Gibbs, Karl H. Koster, Christopher S. Haggerty
  • Patent number: 9020129
    Abstract: Techniques for routing a telephone call are provided. A call interface device of an interactive voice response system is configured to receive the telephone call from a caller. A level one agent processing module routes the telephone all to a level one agent for an agent interview of the caller when level three and level two agents are not available. A level two agent processing module handles the telephone call when the level three agent is not available. A level three agent processing module facilitates the handling of the telephone call when the level three agent is available.
    Type: Grant
    Filed: January 29, 2014
    Date of Patent: April 28, 2015
    Assignee: AT&T Intellectual Property I, L.P.
    Inventor: Senis Busayapongchai
  • Patent number: 9014366
    Abstract: Embodiments for managing customer wait time at a call center are provided. In one embodiment, a system includes a switch having a software engine that determines the customer wait time, a computing device executing a work force optimization (WFO) software module, such that the software engine transmits a query to the WFO software module. In one embodiment, the WFO software module transmits a number of unlogged agents and a next shift time in response to the query, and such that the software engine determines the customer wait time based on the number of unlogged agents and the next shift time.
    Type: Grant
    Filed: July 22, 2011
    Date of Patent: April 21, 2015
    Assignee: Avaya Inc.
    Inventor: Krishna Karthik Nimmagadda
  • Publication number: 20150103999
    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: Application
    Filed: October 10, 2013
    Publication date: April 16, 2015
    Applicant: Avaya Inc.
    Inventors: Dawid Nowak, Joseph Smyth
  • Publication number: 20150104000
    Abstract: A system for handling call transfer contains a talker computer for providing a batch notification that enables a central data server to identify a batch of one or more customer records for calling, a central data server for receiving the batch notification that enables the central data server to identify the batch of one or more customer record, and a dialing agent computer for providing a connected notification that a customer that has been called has been connected, referred to herein as a connected customer, via a call, wherein a customer record of the connected customer is associated with the batch, wherein the central data server provides an identify notification and the talker computer receives the identify notification that enables the talker computer to distinguish the connected customer record, wherein the connected customer record is associated with the batch.
    Type: Application
    Filed: December 10, 2014
    Publication date: April 16, 2015
    Inventor: Senraj Soundar