СПИСОК патентов США - подгруппа МПК16 H04M5/00
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| № п/п | Номер патента | Название патента | |||
2017 | |||||
| 1 | 9609136 | Call steering in a call center system | |||
| 2 | 9609135 | Day-level SLA-based routing | |||
| 3 | 9609130 | System and method for managing agent schedules in a contact center | |||
| 4 | 9609129 | System and method for secure transmission of data signals | |||
| 5 | 9602669 | Call center anxiety feedback processor (CAFP) for biomarker based case assignment | |||
| 6 | 9602667 | Streamlined call management and routing system | |||
| 7 | 9602666 | Silence density models | |||
| 8 | 9602664 | Method for optimal utilization of an application-controlled queue for calls that is provided in a telecommunication system | |||
| 9 | 9600789 | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications | |||
| 10 | 9596350 | Virtual interactions in contact center operations | |||
| 11 | 9596349 | Voice and speech recognition for call center feedback and quality assurance | |||
| 12 | 9591135 | Rules-based compliance system | |||
| 13 | 9584990 | Short message service (SMS) response and interpretation application | |||
| 14 | 9584668 | Method and system for a scalable computer-telephony integration system | |||
| 15 | 9584659 | Using graphical text analysis to facilitate communication between customers and customer service representatives | |||
| 16 | 9578174 | System and method for out-of-band communication with contact centers | |||
| 17 | 9578173 | Virtual assistant aided communication with 3.sup.rd party service in a communication session | |||
| 18 | 9571653 | Streamlined call management and routing system | |||
| 19 | 9571650 | Method and system for generating a responsive communication based on behavioral assessment data | |||
| 20 | 9571649 | Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms | |||
| 21 | 9571644 | Contact advocate | |||
| 22 | 9571636 | Call center builder platform | |||
| 23 | 9569782 | Automated customer business impact assessment upon problem submission | |||
| 24 | 9565308 | System for communication routing | |||
| 25 | 9565296 | Call event tagging and call recording stitching for contact center call recordings | |||
| 26 | 9560218 | Reverse-powered transmission device | |||
| 27 | 9560201 | Personalizing communications services using environmental data | |||
| 28 | 9553991 | User input driven short message service (SMS) applications | |||
| 29 | 9553990 | Recommended roster based on customer relationship management data | |||
| 30 | 9553988 | System and methods for scheduling and optimizing inbound call flow to a call center | |||
| 31 | 9549070 | System and method for compatibility-based team formation | |||
| 32 | 9549069 | System and method for generating a call report | |||
| 33 | 9549066 | Toll-free telecommunications management platform | |||
| 34 | 9544434 | Method and system for a scalable computer-telephony integration system | |||
| 35 | 9542382 | Call flow and discourse analysis | |||
| 36 | 9538007 | Customer relationship management system based on electronic conversations | |||
2016 | |||||
| 37 | 9531881 | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications | |||
| 38 | 9531878 | System and method for access number distribution in a contact center | |||
| 39 | 9531877 | Pacing outbound communications that generate inbound communications | |||
| 40 | 9531876 | Contact center replay | |||
| 41 | 9531875 | Using graphical text analysis to facilitate communication between customers and customer service representatives | |||
| 42 | 9529651 | Apparatus and method for executing agent | |||
| 43 | 9525776 | System and method for managing enterprise communications | |||
| 44 | 9525640 | System and method for controlling lifespan of interaction requests | |||
| 45 | 9521258 | Real-time call center call monitoring and analysis | |||
| 46 | 9516169 | Automatic contact center expansion and contraction | |||
| 47 | 9516126 | Call center call-back push notifications | |||
| 48 | 9509847 | System and method for language specific routing | |||
| 49 | 9509846 | Systems and methods of natural language processing to rank users of real time communications connections | |||
| 50 | 9509844 | System and method for indexing automated telephone systems | |||
| 51 | 9503680 | System for optimizing the monetization of outgoing video sessions of a contact center | |||
| 52 | 9503581 | System and method for web-based real time communication with contact centers | |||
| 53 | 9503580 | Computing device assistance for phone based customer service representative interaction | |||
| 54 | 9497323 | System and method for call distribution | |||
| 55 | 9491295 | System and method for selecting agent in a contact center for improved call routing | |||
| 56 | 9491294 | System and method for marketing attribution in an enterprise | |||
| 57 | 9485360 | Contact center session preservation | |||
| 58 | 9485358 | Information acquisition method, device, and system | |||
| 59 | 9473639 | System and method for agent selection in an enterprise | |||
| 60 | 9473637 | Learning generation templates from dialog transcripts | |||
| 61 | 9473635 | Method and system for managing interactive communications campaigns | |||
| 62 | 9473632 | System and method to improve self-service experience and optimize contact center resources | |||
| 63 | 9467566 | System and method for maximizing efficiency of call transfer speed | |||
| 64 | 9456086 | Method and system for matching entities in an auction | |||
| 65 | 9456083 | Configuring contact center components for real time speech analytics | |||
| 66 | 9451089 | Calling center system and calling processing method thereof | |||
| 67 | 9444938 | Multiple interaction live monitoring | |||
| 68 | 9444937 | Systems and methods to determine quality of services provided over real-time communication connections | |||
| 69 | 9439054 | Emergency call redirection systems and methods | |||
| 70 | 9438733 | Methods and systems for data transfer and campaign management | |||
| 71 | 9426294 | Sending callback text messages from a contact center | |||
| 72 | 9426292 | Call center anxiety feedback processor (CAFP) for biomarker based case assignment | |||
| 73 | 9426291 | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications | |||
| 74 | 9426281 | Automatic calling list scheduler | |||
| 75 | 9420106 | Methods and systems for assigning priority to incoming message from customer | |||
| 76 | 9420104 | Systems and methods for an omni-channel routing broker | |||
| 77 | 9420101 | System for facilitating loosely configured service worker groups in a dynamic call center environment | |||
| 78 | 9413902 | Method and device for supplying power to access device | |||
| 79 | 9413892 | Distributed hardware/software system for managing agent status in a communication center | |||
| 80 | 9407758 | Using a speech analytics system to control a secure audio bridge during a payment transaction | |||
| 81 | 9401991 | System and method to diagnose and improve representative and organizational performance | |||
| 82 | 9401990 | System and method for real-time customized agent training | |||
| 83 | 9398158 | System and method for managing traffic bursts for a plurality of tenants | |||
| 84 | 9398154 | Communication system for establishing automated call back using queues | |||
| 85 | 9392118 | System and method to provide a response to an inquiry | |||
| 86 | 9392117 | Computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention | |||
| 87 | 9392115 | System and method for contact center activity routing based on agent preferences | |||
| 88 | 9392114 | Systems and method for call center agent performance improvement driven by call reason norms | |||
| 89 | 9392112 | Flow designer for contact centers | |||
| 90 | 9386152 | Intelligent automated agent and interactive voice response for a contact center | |||
| 91 | 9380163 | System for routing interactions using bio-performance attributes of persons as dynamic input | |||
| 92 | 9374468 | Inbound contact center call disconnect buffer | |||
| 93 | 9369580 | System and method to detect and correct IP phone mismatch in a contact center | |||
| 94 | 9369497 | Communications system and related method for routing calls to a different destination | |||
| 95 | 9363376 | Methods, systems, and products for routing communications | |||
| 96 | 9362753 | Extended signaling system and method | |||
| 97 | 9357073 | Method and system for routing messages and connecting users associated with live-connected content | |||
| 98 | 9357058 | Contact center anti-fraud monitoring, detection and prevention solution | |||
| 99 | 9356897 | Systems and methods for a provider initialized real-time chat based on detection of a pattern | |||
| 100 | 9350867 | System and method for anticipatory dynamic customer segmentation for a contact center | |||
| 101 | 9350865 | Method for connecting a user with an agent based on user interaction of a link of a prior message exchanged between the user and the agent | |||
| 102 | 9350864 | Method and system for specifying and processing telephony sessions | |||
| 103 | 9350861 | Using location based services for determining a calling window | |||
| 104 | 9344572 | Systems and methods for state information exchange | |||
| 105 | 9344568 | System for communication routing | |||
| 106 | 9338297 | Setup application for generating custom code | |||
| 107 | 9338296 | System and method for driving a virtual view of agents in a contact center | |||
| 108 | 9336526 | Method for providing support using answer engine and dialog rules | |||
| 109 | 9332123 | Real-time feedback of survey results | |||
| 110 | 9332118 | System and method for call distribution | |||
| 111 | 9330133 | Virtual physician office systems and methods | |||
| 112 | 9325849 | Customer service routing | |||
| 113 | 9325847 | System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data | |||
| 114 | 9325845 | Method and apparatus for diverting callers to Web sessions | |||
| 115 | 9325844 | System and method for monitoring health of deployment states for a contact center | |||
| 116 | 9325843 | Real-time monitoring of agent adherence | |||
| 117 | 9319820 | Apparatuses and methods for use in creating an audio scene for an avatar by utilizing weighted and unweighted audio streams attributed to plural objects | |||
| 118 | 9319526 | System and method for granting delayed priority access to a resource | |||
| 119 | 9319525 | Best time to call parties having multiple contacts | |||
| 120 | 9313331 | Systems and methods of introducing beneficial communication latency in contact handling systems | |||
| 121 | 9313325 | Telephone transmission system, telephone transmission server and display unit | |||
| 122 | 9307087 | Server for providing enhanced services to contact center agents | |||
| 123 | 9307085 | System, method, and computer program for predicting at least one reason for a current call received from a customer | |||
| 124 | 9307083 | Systems and methods of parallel media communication in contact handling systems | |||
| 125 | 9300802 | Techniques for behavioral pairing in a contact center system | |||
| 126 | 9300800 | Aural volume feedback in call center | |||
| 127 | 9299343 | Contact center speech analytics system having multiple speech analytics engines | |||
| 128 | 9292861 | Methods and systems for routing calls | |||
| 129 | 9288326 | Systems and methods for routing a contact to an agent in a contact center | |||
| 130 | 9288325 | Systems and methods for routing callers to an agent in a contact center | |||
| 131 | 9288324 | Call center call-back push notifications | |||
| 132 | 9288322 | Call center system with redundant components and method of operation thereof | |||
| 133 | 9288316 | System and method for eliminating hold-time in phone calls | |||
| 134 | 9277055 | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation | |||
| 135 | 9277048 | Method and apparatus for network-intelligence-determined identity or persona | |||
| 136 | 9270826 | System for automatically routing a communication | |||
| 137 | 9264542 | Personalizing communications services using environmental data | |||
| 138 | 9258423 | Contextual lead generation in an automated communication link establishment and management system | |||
| 139 | 9258414 | Computer-implemented system and method for facilitating agent-customer calls | |||
| 140 | 9253329 | Services via a conference bridge | |||
| 141 | 9253325 | Online technical support management | |||
| 142 | 9253324 | Providing agent availability for an outdial application | |||
| 143 | 9247066 | User input drivent short message service (SMS) applications | |||
| 144 | 9247061 | Answer based agent routing and display method | |||
| 145 | 9237234 | System and method for modifying parameters in a contact center | |||
| 146 | 9232064 | Contact center agent training trajectory | |||
| 147 | 9232063 | Call flow and discourse analysis | |||
| 148 | 9232060 | Management of contact lists | |||
2015 | |||||
| 149 | 9219819 | Load balancing and sharing of contextual information in a multi-vendor and/or multiple contact center environment | |||
| 150 | 9219817 | Method and system for managing interactive communications campaigns | |||
| 151 | 9215322 | Intelligent communication routing system and method | |||
| 152 | 9215320 | System and method for indexing automated telephone systems | |||
| 153 | 9210266 | System and method for web-based real time communication with optimized transcoding | |||
| 154 | 9210265 | Exploring multiple contact channels to determine potential for reaching customers | |||
| 155 | 9197751 | Rules-based compliance system | |||
| 156 | 9197750 | Method for automated handling of outbound contacts requiring assured connection to a live agent | |||
| 157 | 9197479 | Systems and methods to manage a queue of people requesting real time communication connections | |||
| 158 | 9191513 | System and method for dynamic job allocation based on acoustic sentiments | |||
| 159 | 9191512 | Sending callback text messages from a contact center | |||
| 160 | 9185224 | Method and system for managing interactive communications campaigns with call pacing | |||
| 161 | 9185222 | Identifying escalation events in communication sessions | |||
| 162 | 9178999 | Contact center monitoring | |||
| 163 | 9178997 | System and method for simulating virtual queuing of calls | |||
| 164 | 9178989 | Call event tagging and call recording stitching for contact center call recordings | |||
| 165 | 9178914 | Method and apparatus for distributed compositional control of end-to-end media in IP networks | |||
| 166 | 9172809 | System and method for prioritizing customers and predicting service escalation | |||
| 167 | 9172798 | Determining calling windows for called telephone numbers | |||
| 168 | 9171322 | Methods and systems for routing calls in a marketing campaign | |||
| 169 | 9167095 | Call center agent management | |||
| 170 | 9167094 | System and method for assisting agents of a contact center | |||
| 171 | 9160857 | Method for the operation of a system and system for the administration of calls to a call center | |||
| 172 | 9160855 | System and method for call and data matching in a contact center | |||
| 173 | 9160852 | Real-time call center call monitoring and analysis | |||
| 174 | 9154625 | System for communication routing | |||
| 175 | 9148511 | Methods and systems for assessing the efficiency of call center operations | |||
| 176 | 9148509 | Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users | |||
| 177 | 9143896 | Systems and methods for providing a distributed mobile call center for a service establishment | |||
| 178 | 9137371 | Leads processing engine | |||
| 179 | 9137370 | Call center input/output agent utilization arbitration system | |||
| 180 | 9137367 | Systems and methods for representative credit predicated upon relationship development | |||
| 181 | 9137365 | Systems and methods of serial media communication in contact handling systems | |||
| 182 | 9131067 | System and method for out-of-band communication with contact centers | |||
| 183 | 9131053 | Method and system for improving call-participant behavior through game mechanics | |||
| 184 | 9124701 | Method and system for automatically routing a telephonic communication | |||
| 185 | 9124699 | Systems and methods for expert communications | |||
| 186 | 9124696 | Customer-enabled evaluation and control of communication center agent contact | |||
| 187 | 9118764 | Method and system to determine and employ best contact opportunity | |||
| 188 | 9118624 | Distributed hardware/software system for managing agent status in a communication center | |||
| 189 | 9117188 | Method and system for multimedia contact routing | |||
| 190 | 9116930 | Method and system for configuring a contact database associated with a user | |||
| 191 | 9112976 | Parking and routing network calls and sessions | |||
| 192 | 9112975 | System and method for web-based real time communication with contact centers | |||
| 193 | 9112973 | System and method to diagnose and improve representative and organizational performance | |||
| 194 | 9106749 | Virtual call center manager | |||
| 195 | 9106744 | Interactive content for click-to-call calls | |||
| 196 | 9106724 | Communication aggregation | |||
| 197 | 9100483 | Properly ascertaining shift-related work deficiencies of contact center agents | |||
| 198 | 9098862 | Systems and methods for query input via telephony devices | |||
| 199 | 9094514 | Aural volume feedback in call center | |||
| 200 | 9088657 | System and method of automated order status retrieval | |||
| 201 | 9088652 | System and method for speech-enabled call routing | |||
| 202 | 9088650 | Predictive dialing based on simulation | |||
| 203 | 9088537 | Apparatus and method for executing agent | |||
| 204 | 9083806 | Method of bootstrapping contact center | |||
| 205 | 9083805 | System and method for providing service by a first agent while waiting for a second agent | |||
| 206 | 9083800 | Agent-centric processing of prioritized outbound contact lists | |||
| 207 | 9083799 | Workflow management in contact centers | |||
| 208 | 9077805 | System for communication routing | |||
| 209 | 9077804 | Interaction management | |||
| 210 | 9077803 | System for facilitating loosely configured service worker groups in a dynamic call center environment | |||
| 211 | 9071688 | Method and system for managing interactive communications campaigns with call pacing | |||
| 212 | 9071687 | Outbound time window indicators | |||
| 213 | 9065917 | Systems and methods for processing and routing communications | |||
| 214 | 9065915 | Sending callback text messages from a contact center | |||
| 215 | 9065830 | Network recording and speech analytics system and method | |||
| 216 | 9060064 | System for routing interactions using bio-performance attributes of persons as dynamic input | |||
| 217 | 9055150 | Skills based routing in a standards based contact center using a presence server and expertise specific watchers | |||
| 218 | 9042540 | Method for providing support using answer engine and dialog rules | |||
| 219 | 9042372 | Call transfer using session initiation protocol (SIP) | |||
| 220 | 9037119 | Dialing wireless skip-trace numbers in a contact center | |||
| 221 | 9036810 | System and method to provide a response to an inquiry | |||
| 222 | 9036809 | Global interpreter/translation services via conference bridge | |||
| 223 | 9036808 | Methods and systems for data transfer and campaign management | |||
| 224 | 9036807 | Method and system for routing messages and connecting users associated with live-connected content | |||
| 225 | 9036806 | Predicting the class of future customer calls in a call center | |||
| 226 | 9036802 | System and method for avoiding hold times on a telephone call | |||
| 227 | 9031222 | Automatic supervisor intervention for calls in call center based upon video and/or speech analytics of calls | |||
| 228 | 9031214 | System and method of use for indexing automated phone systems | |||
| 229 | 9031212 | Determining a call abandonment rate using a speech analytics system | |||
| 230 | 9031205 | Auto-detection of environment for mobile agent | |||
| 231 | 9025761 | Method and apparatus for assessing the status of work waiting for service | |||
| 232 | 9025760 | Apparatus and method for connecting a translator and a customer | |||
| 233 | 9025758 | Electronic communications system for multinodal expert networks | |||
| 234 | 9025757 | Call mapping systems and methods using bayesian mean regression (BMR) | |||
| 235 | 9020142 | System and method for generating forecasts and analysis of contact center behavior for planning purposes | |||
| 236 | 9020140 | Telephonic teleservices management | |||
| 237 | 9020138 | Targeted issue routing | |||
| 238 | 9020137 | Matching using agent/caller sensitivity to performance | |||
| 239 | 9020135 | Dialog compatability | |||
| 240 | 9020134 | System and method for automated assignment of monitoring in a contact center | |||
| 241 | 9020133 | Call occupancy management | |||
| 242 | 9020129 | Methods, systems, and computer program products for providing human-assisted natural language call routing | |||
| 243 | 9020128 | System and method for cost-based automatic call distribution with statistically predictable wait time | |||
| 244 | 9020125 | Recording invocation of communication sessions | |||
| 245 | 9014365 | Systems and methods for state information exchange | |||
| 246 | 9014364 | Contact center speech analytics system having multiple speech analytics engines | |||
| 247 | 9014363 | System and method for automatically generating adaptive interaction logs from customer interaction text | |||
| 248 | 9014362 | System and method for processing multi-modal communications within a call center | |||
| 249 | 9008283 | Customer portal of an intelligent automated agent for a contact center | |||
| 250 | 9001992 | System and method to connect a call | |||
| 251 | 8995645 | System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call | |||
| 252 | 8995644 | System and method for exposing customer availability to contact center agents | |||
| 253 | 8995643 | System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data | |||
| 254 | 8995642 | System and method for managing customer communications over communication channels | |||
| 255 | 8989370 | Customizable call center dialing system, method and computer program product | |||
| 256 | 8989369 | Using media server control markup language messages to dynamically interact with a web real-time communication customer care | |||
| 257 | 8989368 | Method and apparatus of analyzing customer call data and related call information to determine call characteristics | |||
| 258 | 8989367 | System and method for monitoring health of deployment states for a contact center | |||
| 259 | 8989366 | System and method for managing customer communications over communication channels | |||
| 260 | 8983054 | Method and system for automatically routing a telephonic communication | |||
| 261 | 8976955 | System and method for tracking web interactions with real time analytics | |||
| 262 | 8976953 | Systems and methods of controlling confidential communication in contact handling systems | |||
| 263 | 8971521 | Method for automated handling of outbound contacts requiring assured connection to a live agent | |||
| 264 | 8971520 | Method for optimizing skill assignment in call center agent applications | |||
| 265 | 8971519 | Agent training sensitive call routing system | |||
| 266 | 8971518 | System and method for providing customer service | |||
| 267 | 8971516 | Unified recovery system communication history tracking for payments in arrears | |||
| 268 | 8971515 | Method to stream compressed digital audio over circuit switched, voice networks | |||
| 269 | 8964963 | System and method for maximizing efficiency of call transfer speed | |||
| 270 | 8964961 | Method of routing a session from a calling party in a serving communication network of the calling party to a called party | |||
| 271 | 8953775 | System, method, and apparatus for determining effectiveness of advanced call center routing algorithms | |||
| 272 | 8948373 | System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center | |||
| 273 | 8948372 | Contextual lead generation in an automated communication link establishment and management system | |||
| 274 | 8948370 | System and method for telephone call routing using a relational routing matrix | |||
| 275 | 8948369 | Method and system for optimizing performance within a contact center | |||
| 276 | 8948368 | System and method for storing call recordings in a call center | |||
| 277 | 8938063 | Contact center service monitoring and correcting | |||
| 278 | 8938058 | System and method for providing sales and marketing acceleration and effectiveness | |||
| 279 | 8938056 | Terminal equipment for providing an additional call processing service, and method for operating same | |||
| 280 | 8934618 | Method for analysing an interactive voice response system | |||
| 281 | 8929537 | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation | |||
| 282 | 8929535 | Aural volume feedback in call center | |||
2014 | |||||
| 283 | 8923506 | Systems and methods for automated call-handling and processing | |||
| 284 | 8923504 | Systems and methods for requesting a communication | |||
| 285 | 8917861 | Automated voice connection to a best-determined target | |||
| 286 | 8917860 | Methods and systems for processing and managing communications | |||
| 287 | 8917859 | Outbound dialing solutions for MPS IVR | |||
| 288 | 8917855 | Systems, methods, devices and arrangements for unified messaging | |||
| 289 | 8917853 | Enhanced customer experience through speech detection and analysis | |||
| 290 | 8917852 | Agent-centric processing of prioritized outbound contact lists | |||
| 291 | 8917851 | Server for providing enhanced services to contact center agents | |||
| 292 | 8913736 | System and method for delivering a contact to a preferred agent after a set wait period | |||
| 293 | 8913735 | Method and apparatus for network-intelligence-determined identity or persona | |||
| 294 | 8908856 | Operator evaluation support device and operator evaluation support method | |||
| 295 | 8903081 | Method, apparatus, and system for controlling storage of user input information | |||
| 296 | 8903080 | Goal-based estimated wait time | |||
| 297 | 8903079 | Routing callers from a set of callers based on caller data | |||
| 298 | 8903077 | Assignment management apparatus, assignment management method, and assignment management program | |||
| 299 | 8903076 | External contact center data collection and measurement | |||
| 300 | 8903075 | Customer/subscriber/user identification via utilized service node/point | |||
| 301 | 8903069 | Interactive content for click-to-call calls | |||
| 302 | 8897439 | Providing agent availability for an outdial application | |||
| 303 | 8897437 | Method and system for improving call-participant behavior through game mechanics | |||
| 304 | 8891754 | Method and system for automatically routing a telephonic communication | |||
| 305 | 8886722 | Universal state-aware communications | |||
| 306 | 8879716 | Intelligently routing calls and creating a supporting computer interface | |||
| 307 | 8879715 | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation | |||
| 308 | 8879712 | System and method for managing traffic bursts for a plurality of tenants | |||
| 309 | 8879711 | Method and apparatus for network maintenance and supervision of a controlled on-board audio portion | |||
| 310 | 8873739 | Instant message contact management in a contact center | |||
| 311 | 8873736 | Process for capturing site maintenance and repair information and creating a closeout package in near real time | |||
| 312 | 8873734 | Global logging and analysis system | |||
| 313 | 8873733 | Real-time feedback of survey results | |||
| 314 | 8873732 | Systems and methods for scheduling of outbound agents | |||
| 315 | 8867732 | Aggregating phone numbers for contact | |||
| 316 | 8867731 | System and method for web-based real time communication with optimized transcoding | |||
| 317 | 8867728 | Managing reserve agents in a contact center | |||
| 318 | 8861710 | Playing expected wait time on agent's notification | |||
| 319 | 8861709 | Method for indicating call-center agent availability | |||
| 320 | 8861708 | System and method for monitoring a voice in real time | |||
| 321 | 8861692 | Web call access and egress to private network | |||
| 322 | 8856014 | Methods and apparatuses for delivery of advice to mobile/wireless devices | |||
| 323 | 8855292 | Agent-enabled queue bypass to agent | |||
| 324 | 8848900 | System and method for automating skillset additions | |||
| 325 | 8848899 | Operator network that routes customer care calls based on subscriber / device profile and CSR skill set | |||
| 326 | 8848898 | System and method for automated call distribution | |||
| 327 | 8842820 | Enhanced contact center architecture to support agent resource optimization | |||
| 328 | 8842818 | IP telephony architecture including information storage and retrieval system to track fluency | |||
| 329 | 8837711 | Dynamic update of skills database | |||
| 330 | 8837709 | Distributed hardware/software system for managing agent status in a communication center | |||
| 331 | 8837708 | Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users | |||
| 332 | 8837705 | Real-time probability based contact handling time | |||
| 333 | 8831207 | Targeted issue routing | |||
| 334 | 8824664 | System and method for controlling lifespan of interaction requests | |||
| 335 | 8824662 | Method and apparatus for interfacing a customer with a call center | |||
| 336 | 8824660 | History management apparatus, history management method and history management program | |||
| 337 | 8824659 | System and method for speech-enabled call routing | |||
| 338 | 8817968 | Short message service (SMS) response and interpretation application | |||
| 339 | 8811605 | Intelligent patching systems and components thereof | |||
| 340 | 8811597 | Contact center performance prediction | |||
| 341 | 8811595 | Systems and methods for distributing remote technical support via a centralized service | |||
| 342 | 8811594 | Contact routing visualization system | |||
| 343 | 8811593 | Call center agent centric speech decoding system and method with quality assurance function | |||
| 344 | 8811590 | Adaptive, self-learning optimization module for rule-based customer interaction systems | |||
| 345 | 8804941 | Systems and methods for hybrid delivery of remote and local technical support via a centralized service | |||
| 346 | 8804939 | Call center queue management | |||
| 347 | 8804938 | Computer-implemented system and method for processing user communications | |||
| 348 | 8804936 | Shared media access for real time first and third party media control | |||
| 349 | 8798257 | System and methods for predicting future agent readiness for handling an interaction in a call center | |||
| 350 | 8798256 | System and method for telephone call routing using a relational routing matrix | |||
| 351 | 8798255 | Methods and apparatus for deep interaction analysis | |||
| 352 | 8792631 | System and method for matching service representatives with customers | |||
| 353 | 8792630 | Use of abstracted data in pattern matching system | |||
| 354 | 8787556 | Systems and methods for a provider initialized real-time chat based on detection of a pattern | |||
| 355 | 8787548 | System and method for distributed communication control within an enterprise | |||
| 356 | 8787546 | Apparatus, system, and method for automated call initiation | |||
| 357 | 8781105 | Methods and systems for processing and managing communications | |||
| 358 | 8781103 | System and method for call and data matching in a contact center | |||
| 359 | 8781101 | Operator management apparatus and method | |||
| 360 | 8781097 | Retrieving a voice print of a caller | |||
| 361 | 8781096 | System and method for providing call-back options | |||
| 362 | 8774393 | Managing a contact center based on the devices available for use by an agent | |||
| 363 | 8774389 | Call routing between shared service centers | |||
| 364 | 8774387 | System and method for avoiding hold times on a telephone call | |||
| 365 | 8767948 | Back office services of an intelligent automated agent for a contact center | |||
| 366 | 8767947 | System and method for testing and deploying rules | |||
| 367 | 8767946 | Methods and systems for processing and managing communications | |||
| 368 | 8767945 | IM to phone escalation for customer support | |||
| 369 | 8761380 | Adaptive estimated wait time predictor | |||
| 370 | 8761376 | System for conversation quality monitoring of call center conversation and a method thereof | |||
| 371 | 8761375 | Unpaid break time for contact center agents | |||
| 372 | 8761372 | Telephone channel personalization | |||
| 373 | 8755515 | Parallel signal processing system and method | |||
| 374 | 8755511 | Methods and systems for processing and managing telephonic communications | |||
| 375 | 8750489 | System and method for automatic call segmentation at call center | |||
| 376 | 8750487 | Guiding calls via graphical user interface | |||
| 377 | 8750485 | Operating a call center based upon line information database (LIDB) data | |||
| 378 | 8750484 | User-programmable call progress tone detection | |||
| 379 | 8744065 | Method and system for monitoring contact center transactions | |||
| 380 | 8744063 | Playing expected wait time on agent's notification | |||
| 381 | 8744062 | Call center services system and method | |||
| 382 | 8743799 | Change of rate matching modes in presence of channel state information reference signal transmission | |||
| 383 | 8737599 | Interaction management | |||
| 384 | 8731181 | Computer telephony integration device and resource management method and incoming call control method | |||
| 385 | 8731178 | Systems and methods for routing callers to an agent in a contact center | |||
| 386 | 8731177 | Data model of participation in multi-channel and multi-party contacts | |||
| 387 | 8731176 | Operator evaluation support device and operator evaluation support method | |||
| 388 | 8731165 | System and method of automated order status retrieval | |||
| 389 | 8724794 | Apparatus and method for providing customized information | |||
| 390 | 8718272 | Contact center routing | |||
| 391 | 8718271 | Call routing methods and systems based on multiple variable standardized scoring | |||
| 392 | 8718269 | Risks for waiting for well-matched | |||
| 393 | 8718268 | Customer service teaming | |||
| 394 | 8718264 | Automated agent availability detection | |||
| 395 | 8718262 | Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication | |||
| 396 | 8712032 | Using location based services for determining a calling window | |||
| 397 | 8712031 | Visual physician office systems and methods | |||
| 398 | 8705721 | System and method of generating multimedia ringback based on deduced user intent | |||
| 399 | 8699700 | Routine communication sessions for recording | |||
| 400 | 8699699 | System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center | |||
| 401 | 8699696 | System and method for efficiently managing large contact centers | |||
| 402 | 8699695 | Automatic call notification groups | |||
| 403 | 8699693 | System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call | |||
| 404 | 8699692 | System and method for processing and routing incoming calls to a communication assistance system | |||
| 405 | 8699691 | Multi-tasking relief | |||
| 406 | 8693674 | Providing agent availability for an outdial application | |||
| 407 | 8693673 | Carrier-implemented call event data management | |||
| 408 | 8693672 | Technique for effectively assisting a user during an information assistance call | |||
| 409 | 8693671 | Network predictive customer service queue management | |||
| 410 | 8693670 | Synchronization of data within an ACD system | |||
| 411 | 8693668 | Method and apparatus for implementing call processing in packet telephony networks | |||
| 412 | 8687795 | System and method for generating forecasts and analysis of contact center behavior for planning purposes | |||
| 413 | 8687792 | System and method for dialog management within a call handling system | |||
| 414 | 8687790 | System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data | |||
| 415 | 8681962 | Method for a telecommunication's network, central office, and network terminating unit | |||
| 416 | 8681955 | Feedback control of a predictive dialer using telemarketing call abandonment rates | |||
| 417 | 8681778 | Systems and methods to manage privilege to speak | |||
| 418 | 8675861 | Methods and apparatus for variable wait treatments for requests enqueued in one or more queues | |||
| 419 | 8675860 | Training optimizer for contact center agents | |||
| 420 | 8675859 | Implementing a contact center using open standards and non-proprietary components | |||
| 421 | 8675858 | Method and apparatus for network-intelligence-determined identity or persona | |||
| 422 | 8670553 | Real-time monitoring of agent adherence | |||
| 423 | 8670549 | Method and system for improved routing of repair calls to a call center | |||
| 424 | 8666056 | System for facilitating loosely configured service worker groups in a dynamic call center environment | |||
| 425 | 8666055 | Methods, systems, and computer program products for providing human-assisted natural language call routing | |||
| 426 | 8666032 | System and method for processing call records | |||
| 427 | 8660257 | Method and system for configuring a contact database associated with a user | |||
| 428 | 8654964 | Agent-centric processing of prioritized outbound contact lists | |||
| 429 | 8649502 | Protection cover mechanism with enhanced space utilization | |||
| 430 | 8649500 | Dynamic allocation of agents for outbound calling in an automated communication link establishment and management system | |||
| 431 | 8649499 | Communication analytics training management system for call center agents | |||
| 432 | 8644490 | Shadow queue for callers in a performance/pattern matching based call routing system | |||
| 433 | 8644488 | System and method for automatically generating adaptive interaction logs from customer interaction text | |||
| 434 | 8644487 | Routing of contacts based on predicted escalation time | |||
| 435 | 8634544 | Route select service | |||
| 436 | 8634541 | Work assignment deferment during periods of agent surplus | |||
| 437 | 8634538 | Method and apparatus for handling a telephone call | |||
| 438 | 8634535 | Communication system | |||
| 439 | 8634318 | Communication system and communication control method | |||
| 440 | 8630403 | Controlling hold queue position adjustment | |||
| 441 | 8630402 | System and method to provide a response to an inquiry | |||
2013 | |||||
| 442 | 8619966 | Call routing system and method of using the same | |||
| 443 | 8615074 | Method and apparatus of analyzing customer call data and related call information to determine call characteristics | |||
| 444 | 8605886 | Method and system for multimedia contact routing | |||
| 445 | 8600579 | Vehicular communication system | |||
| 446 | 8600366 | Communication apparatus, communication system, and communication method | |||
| 447 | 8600034 | System and method for real-time customized agent training | |||
| 448 | 8594314 | Extended signaling system and method | |||
| 449 | 8594312 | Method and system for managing interactive communications campaigns with call pacing | |||
| 450 | 8594311 | Expected wait time augmentation system and method | |||
| 451 | 8594308 | System and method for maximizing efficiency of call transfer speed | |||
| 452 | 8594304 | Systems and methods for hybrid delivery of remote and local technical support via a centralized service | |||
| 453 | 8594303 | Unpaid break time for contact center agents | |||
| 454 | 8588401 | Method for automated handling of outbound contacts requiring assured connection to a live agent | |||
| 455 | 8588397 | Communication control system, communication control method, and recording medium including communication control program | |||
| 456 | 8582753 | Agent training sensitive call routing system | |||
| 457 | 8582752 | System and method for optimal outbound dialing in virtual contact center | |||
| 458 | 8578215 | Method and system for gathering data using automatic appliance failover | |||
| 459 | 8577423 | Vibration tone differentiation | |||
| 460 | 8577016 | Methods and systems for processing and managing telephonic communications using ring pools | |||
| 461 | 8577013 | Automatic communications forwarding to displaced employees | |||
| 462 | 8571203 | System and method for providing customer activities while in queue | |||
| 463 | 8565411 | Method and apparatus for optimizing customer service across multiple channels | |||
| 464 | 8565410 | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation | |||
| 465 | 8565409 | Method and apparatus for routing a call to a subject matter expert via a packet network | |||
| 466 | 8565408 | Call-routing system and method | |||
| 467 | 8565402 | System and method for providing call-back options | |||
| 468 | 8559618 | Contact center call routing by agent attribute | |||
| 469 | 8559617 | Vendor facility customer assignment | |||
| 470 | 8553869 | Method for implementing RBT interworking, media gateway control function device, and application server | |||
| 471 | 8548157 | System and method of managing incoming telephone calls at a call center | |||
| 472 | 8548156 | Method and system for blocking lower priority communications for improved automatic call distribution | |||
| 473 | 8548144 | Apparatus, system, and method for automated call initiation | |||
| 474 | 8537683 | Method for estimating the quality of experience of a user in respect of audio and/or video contents distributed through telecommunications networks | |||
| 475 | 8532279 | Method for increasing the efficiency of automated telephony systems | |||
| 476 | 8532276 | Systems and methods to provide telephonic connections via concurrent calls | |||
| 477 | 8532088 | Method and apparatus for providing call center agents with calling party information | |||
| 478 | 8526597 | Proactive system and method for monitoring and guidance of call center agent | |||
| 479 | 8520834 | Method of displaying complex relationships | |||
| 480 | 8520833 | Global interpreter/translation services via conference bridge | |||
| 481 | 8520832 | System and method to connect a call | |||
| 482 | 8520829 | Technique for communication commands and parameters in an information assistance system to provide services | |||
| 483 | 8515052 | Parallel signal processing system and method | |||
| 484 | 8515051 | Determining and displaying application usage data in a contact center environment | |||
| 485 | 8509420 | Detection and prevention of unintentional pulse dialing | |||
| 486 | 8509419 | Computer and telephony integration | |||
| 487 | 8509418 | Interactive voice response system providing visual representation of caller's intent | |||
| 488 | 8509417 | Enhanced call on-hold services | |||
| 489 | 8504115 | Automatic sidetone control | |||
| 490 | 8503668 | Provision of telecommunication services | |||
| 491 | 8503667 | Detection and prevention of unintentional pulse dialing | |||
| 492 | 8503666 | Detection and prevention of unintentional pulse dialing | |||
| 493 | 8503665 | System and method of writing and using scripts in automated, speech-based caller interactions | |||
| 494 | 8503663 | System and method for agent queue activation in a contact center | |||
| 495 | 8503662 | System and method for speech-enabled call routing | |||
| 496 | 8503661 | Single workflow for colloborative network routing over heteogeneous system | |||
| 497 | 8503660 | Unified command and control of a multiplicity of heterogeneous systems supporting call center functionality | |||
| 498 | 8503659 | Method and apparatus for ringback tone replacement with downloaded audio files | |||
| 499 | 8503647 | Carrier-implemented call event data management | |||
| 500 | 8503643 | Location- and presence-based media session routing | |||
| 501 | 8503641 | System and method of automated order status retrieval | |||
| 502 | 8498405 | Method and apparatus for enhanced call reporting | |||
| 503 | 8494152 | Systems and methods for automated call-handling and processing | |||
| 504 | 8494150 | Computer-telephony integration in a service provider environment | |||
| 505 | 8494148 | Dynamic IVR dialog based on analytics data | |||
| 506 | 8494143 | Teleconference presentation retrieval management | |||
| 507 | 8489138 | Method and apparatus for uplink power control during soft handover | |||
| 508 | 8488772 | Grouping of contact center agents | |||
| 509 | 8488769 | Non-scheduled training for an agent in a call center | |||
| 510 | 8488594 | Apparatus and system for bridging communication signals | |||
| 511 | 8477919 | Interactive content for click-to-call calls | |||
| 512 | 8472610 | Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users | |||
| 513 | 8472606 | Methods and systems for directory information lookup | |||
| 514 | 8467517 | Method and system for customizing ring-back tone in an inter-operator telecommunication system | |||
| 515 | 8462934 | System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call | |||
| 516 | 8462933 | Method, device, and program for calculating number of operators needed | |||
| 517 | 8457301 | Multi-frequency tone detector | |||
| 518 | 8457300 | Instant message contact management in a contact center | |||
| 519 | 8457297 | Distributing transactions among transaction processing systems | |||
| 520 | 8457296 | System and method for processing multi-modal communications during a call session | |||
| 521 | 8452343 | Portable terminal | |||
| 522 | 8451725 | Method and apparatus for distributed compositional control of end-to-end media in IP networks | |||
| 523 | 8442207 | System and method for observing a communication session | |||
| 524 | 8442033 | Distributed voice over internet protocol recording | |||
| 525 | 8437465 | Systems and methods for capturing communications data | |||
| 526 | 8437463 | Distributed hardware/software system for managing agent status in a communication center | |||
| 527 | 8437462 | Synchronization of multiple target system data | |||
| 528 | 8433054 | Housing for telecommunications equipment | |||
| 529 | 8433053 | Voice user interfaces based on sample call descriptions | |||
| 530 | 8428245 | Customer service agent assisted social networks | |||
| 531 | 8422660 | Communication system having common ground mechanism | |||
| 532 | 8411844 | Method for controlling abandonment rate in outbound campaigns | |||
| 533 | 8411838 | Call amount estimating method | |||
| 534 | 8406412 | System and method for call flow generation via real-time tracking of guided problem resolution | |||
| 535 | 8401172 | Methods and systems for processing and managing telephonic communications using ring pools | |||
| 536 | 8401168 | System and method for ring delay on a user agent | |||
| 537 | 8391457 | Systems and methods of timing DTMF tones for telephony control | |||
| 538 | 8385949 | Method, call setup device and computer product for controlling and setting up calls with reduced costs | |||
| 539 | 8385535 | Method and system for remotely automating cross-connects in telecom networks | |||
| 540 | 8385534 | Method for dispatching service requests | |||
| 541 | 8379834 | Method and system for managing interactive communications campaigns | |||
| 542 | 8379830 | System and method for automated customer service with contingent live interaction | |||
| 543 | 8369509 | System and method for search-based work assignments in a contact center | |||
| 544 | 8364509 | Systems methods, and computer-readable media for gathering, tabulating, and reporting on employee performance | |||
| 545 | 8363810 | Method and system for aurally positioning voice signals in a contact center environment | |||
| 546 | 8358773 | Apparatus and method for executing agent | |||
| 547 | 8358771 | System and method for managing customer communications over communication channels | |||
| 548 | 8355497 | Provision of telecommunication services | |||
| 549 | 8351593 | Emergency recording during VoIP session | |||
| 550 | 8345855 | Method, device and program for calculating number of necessary agents | |||
2012 | |||||
| 551 | 8340733 | Electronic device having selective touch sensitive display window | |||
| 552 | 8340277 | Bartering system and method for controlling position in a wait queue in a contact center | |||
| 553 | 8340276 | System and method for providing customer service | |||
| 554 | 8340274 | System for routing interactions using bio-performance attributes of persons as dynamic input | |||
| 555 | 8340273 | Provision of telecommunication services | |||
| 556 | 8331549 | System and method for integrated workforce and quality management | |||
| 557 | 8320551 | Method and system for processing application logs | |||
| 558 | 8315373 | Enhanced polling method and system | |||
| 559 | 8300798 | Intelligent communication routing system and method | |||
| 560 | 8300796 | Method and system for enhanced call notification and treatment | |||
| 561 | 8284711 | Apparatus and methods for addressable communication using voice-grade radios | |||
| 562 | 8280034 | Provision of telecommunication services | |||
| 563 | 8280033 | Provision of alternative telecommunication services | |||
| 564 | 8280032 | Registration of a telephone/computer association in a computer telephony integration environment | |||
| 565 | 8280030 | Call routing system and method of using the same | |||
| 566 | 8280029 | Customer service response system for interaction with customer service agents | |||
| 567 | 8270592 | Call routing management based on caller language | |||
| 568 | 8265261 | Telephone channel personalization | |||
| 569 | 8259925 | Service wait time notification | |||
| 570 | 8259924 | System for creation and dynamic management of incoming interactions | |||
| 571 | 8259923 | Implementing a contact center using open standards and non-proprietary components | |||
| 572 | 8254871 | Method and system for playing ring back tone, home location register and mobile switching center | |||
| 573 | 8254557 | Supervisor intercept for teleagent voice over internet protocol communications | |||
| 574 | 8254556 | System and method for processing and routing incoming calls to a communication assistance system | |||
| 575 | 8253771 | Video call management apparatus and associated methodology of controlling voice and video response | |||
| 576 | 8249245 | System and method for automated call distribution | |||
| 577 | 8238544 | Termination for a line card in a telecommunication system | |||
| 578 | 8238540 | Methods and systems for processing and managing telephonic communications using ring pools | |||
| 579 | 8233610 | Assisting contact center agents and customers | |||
| 580 | 8229102 | System and method for providing customer activities while in queue | |||
| 581 | 8229100 | Call prioritization methods in a call center | |||
| 582 | 8218755 | Access-frequency estimating apparatus and computer product | |||
| 583 | 8218753 | Processing multi-party calls in a contact center | |||
| 584 | 8218181 | Printing system | |||
| 585 | 8209209 | Providing work, training, and incentives to company representatives in contact handling systems | |||
| 586 | 8209207 | Broad-based incremental training sessions for company representatives in contact handling systems | |||
| 587 | 8208619 | Method and apparatus for improving call yields when contacting patients who are due for a visit but do not have a scheduled appointment | |||
| 588 | 8204206 | Systems and methods for selection of a communication path | |||
| 589 | 8204205 | Method for increasing the efficiency of automated telephony systems | |||
| 590 | 8204204 | Method and apparatus for proper routing of customers | |||
| 591 | 8194848 | Adaptive, self-learning optimization module for rule-based customer interaction systems | |||
| 592 | 8189764 | Server for transferring a communication message | |||
| 593 | 8189763 | System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction | |||
| 594 | 8184789 | Apparatus, system, and method for automated call initiation | |||
| 595 | 8180666 | Real-time performance based incentives for company representatives in contact handling systems | |||
| 596 | 8180662 | Rapid deployment of training for company representatives in contact handling systems | |||
| 597 | 8180044 | Semantic contact center management | |||
| 598 | 8175040 | Random access request extension for an additional resource request | |||
| 599 | 8171179 | Apparatus supporting plurality of interfaces and method of setting up network connection of the same | |||
| 600 | 8170930 | System and method for automated notification | |||
| 601 | 8170197 | System and method for providing automated call center post-call processing | |||
| 602 | 8170195 | Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center | |||
| 603 | 8165282 | Exploiting facial characteristics for improved agent selection | |||
| 604 | 8160234 | Assignment of call-center agents to incoming calls | |||
| 605 | 8155292 | Telephone system and server apparatus | |||
| 606 | 8150022 | Call center queue management | |||
| 607 | 8150021 | Proactive system and method for monitoring and guidance of call center agent | |||
| 608 | 8150020 | System and method for prompt modification based on caller hang ups in IVRs | |||
| 609 | 8139756 | Method, apparatus, and computer product for computing skill value | |||
| 610 | 8139754 | Correlating call log files using voice prints | |||
| 611 | 8139752 | Voice conference control from an instant messaging session using an automated agent | |||
| 612 | 8139751 | System and method to communicate information to an employee | |||
| 613 | 8135125 | Multi-party information analysis in a VoIP system | |||
| 614 | 8130935 | Routing of calls based on agents emotional state | |||
| 615 | 8126135 | Method for managing resources in a multi-channeled customer service environment | |||
| 616 | 8126134 | Systems and methods for scheduling of outbound agents | |||
| 617 | 8112391 | Synchronization of agent skill data | |||
| 618 | 8107613 | Context recovery for call center agents | |||
| 619 | 8102993 | Method for routing network call and network call center | |||
| 620 | 8094802 | Multiple queuing and servicing of a contact | |||
2011 | |||||
| 621 | 8085928 | Isolating an inactive cable pair from a bridged active cable pair | |||
| 622 | 8081744 | Interactive content for click-to-call calls | |||
| 623 | 8077854 | Protection cover and electronic device using the same | |||
| 624 | 8068598 | Automatic agent training system | |||
| 625 | 8068595 | System and method for providing a multi-modal communications infrastructure for automated call center operation | |||
| 626 | 8064590 | Campaign in a geo-spatial environment | |||
| 627 | 8064585 | Architecture and implementation for control of context aware call processing with local feature definition | |||
| 628 | 8064367 | Multiple voicemail account support for a VoIP system | |||
| 629 | 8060063 | Presenting messages on a mobile device that is currently presenting other media content | |||
| 630 | 8054042 | Modular power supply | |||
| 631 | 8045697 | Method and apparatus for interfacing a customer with a call center | |||
| 632 | 8045696 | Method and apparatus for determining customer routing in a call center | |||
| 633 | 8045695 | System for determining active copresence of users during interactions | |||
| 634 | 8036373 | Methods and systems for providing dynamic message content to callers on hold | |||
| 635 | 8036371 | Utilizing small group call center agents to improve productivity without impacting service level targets | |||
| 636 | 8036370 | Directly contactable call center agents | |||
| 637 | 8031861 | Communication system tonal component maintenance techniques | |||
| 638 | 8031859 | Stagnation-judgment device and computer product | |||
| 639 | 8028084 | IP ACD using buffer server | |||
| 640 | 8027459 | System and method for providing queue time credit for self-servicing callers | |||
| 641 | 8027457 | Process for automated deployment of natural language | |||
| 642 | 8023638 | System and method for balancing agent console load during automated call processing | |||
| 643 | 8023637 | Method and system for hierarchy based contact routing | |||
| 644 | 8023636 | Interactive dialog-based training method | |||
| 645 | 8019822 | Personalized storage accounts in an electronic file delivery system | |||
| 646 | 8019074 | Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users | |||
| 647 | 8015493 | Data processing method and data processing system | |||
| 648 | 8014511 | Communication system | |||
| 649 | 8005204 | Call routing system and method of using the same | |||
| 650 | 7996013 | Method, call setup device and computer product for controlling and setting up calls with reduced costs | |||
| 651 | 7995740 | Automatic call distribution system using computer network-based communication | |||
| 652 | 7991144 | Voice communication terminal | |||
| 653 | 7990983 | Modular interconnect structure | |||
| 654 | 7986982 | Handset device | |||
| 655 | 7974231 | Communication control apparatus and communication control method | |||
| 656 | 7970117 | Method and system for handling calls at an automatic call distributor | |||
| 657 | 7965832 | Connection manager for integrating legacy telephony environments and IP networks | |||
| 658 | 7962644 | Systems and methods for handling a plurality of communications | |||
| 659 | 7957520 | System and method for responding to an emergency at a call center | |||
| 660 | 7953219 | Method apparatus and system for capturing and analyzing interaction based content | |||
| 661 | 7949122 | Method and apparatus for determining wait treatment of a customer in a call center | |||
| 662 | 7949120 | Information processing system in which information expressing a current time point is transmitted from one computer to another for use in calculating an amount of delay in transferring data between the computers | |||
| 663 | 7945278 | Communication method, communication system, and communication terminal | |||
| 664 | 7940915 | Apparatus and method for determining part of elicitation from spoken dialogue data | |||
| 665 | 7937274 | Call campaign methodologies | |||
| 666 | 7933399 | System and method for utilizing virtual agents in an interactive voice response application | |||
| 667 | 7929685 | Queuing calls for distribution | |||
| 668 | 7929684 | High availability multi-tenant feature | |||
| 669 | 7929516 | Intelligent services network using a switch controller | |||
| 670 | 7925003 | Call center management systems | |||
| 671 | 7925002 | Administering multiple target ACD systems | |||
| 672 | 7925001 | Methods and apparatus for contact center agent selection | |||
| 673 | 7920693 | Home agent access in call routing management based on caller language | |||
| 674 | 7916858 | Agent training sensitive call routing system | |||
| 675 | 7912207 | Data messaging during telephony calls | |||
| 676 | 7903800 | Method and system for visually representing telephone call tree interface | |||
| 677 | 7899180 | System and method for analysing communications streams | |||
| 678 | 7899179 | Method for monitoring off-schedule software agents | |||
| 679 | 7899177 | Call-routing system and method | |||
| 680 | 7889856 | System and method for providing RBT in communication network | |||
| 681 | 7885400 | Call features for automatic call distribution system | |||
| 682 | 7885395 | Telephone call routing | |||
| 683 | 7881453 | Call processing system and service control point for handling calls to a call center | |||
| 684 | 7873154 | Apparatus, system, and method for remote management console for business integration scenarios | |||
| 685 | 7869586 | Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics | |||
| 686 | 7869585 | Declarations for transformations within service sequences | |||
| 687 | 7864942 | System and method for routing calls | |||
2010 | |||||
| 688 | 7860233 | System and method for tracking alerts | |||
| 689 | 7860222 | Systems and methods for acquiring, accessing, and analyzing investigative information | |||
| 690 | 7856095 | System and method for providing a baseline for quality metrics in a contact center | |||
| 691 | 7844044 | Control server employment of offer message from resource server to determine whether to add indication of the resource server to resource server mapping table | |||
| 692 | 7835511 | Incoming telephone call distribution system and method | |||
| 693 | 7831033 | Method of preference driven segmentation routing | |||
| 694 | 7813494 | System and method for managing distribution frames in a telephone network | |||
| 695 | 7809127 | Method for discovering problem agent behaviors | |||
| 696 | 7792275 | Application service invocation | |||
| 697 | 7792272 | Technique for communicating commands and parameters in an information assistance system to provide services | |||
| 698 | 7787609 | Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills | |||
| 699 | 7783030 | Graphical call-route scripting system and method | |||
| 700 | 7783028 | System and method of using speech recognition at call centers to improve their efficiency and customer satisfaction | |||
| 701 | 7782838 | Intermediate packetizing of voice data for communication between circuit-switched network nodes | |||
| 702 | 7773740 | Agent registration and bidding system | |||
| 703 | 7770175 | Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal | |||
| 704 | 7769160 | System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call | |||
| 705 | 7769159 | Method and system for identifying calls | |||
| 706 | 7764781 | DSX module with performance monitoring | |||
| 707 | 7751550 | Method of providing status information within an ACD | |||
| 708 | 7751544 | Method and system for driving an indicating element on a terminal | |||
| 709 | 7751384 | Method and system for identifying calls | |||
| 710 | 7746998 | Integrating enterprise and provider contact center resources to handle workload on-demand | |||
| 711 | 7746997 | Interactive telephony trainer and exerciser | |||
| 712 | 7734029 | Apparatus, system, and method for automated call initiation | |||
| 713 | 7724888 | Automated method for determining caller satisfaction | |||
| 714 | 7716311 | Method and apparatus for monitoring of switch resources using resource group definitions | |||
| 715 | 7715543 | Method for verifying telephone call back information for return calls which are initiated via the internet | |||
| 716 | 7706521 | Standards based agent desktop for use with an open contact center solution | |||
| 717 | 7706520 | System and method for facilitating transcription of audio recordings, with auditing | |||
| 718 | 7693275 | Online service system capable of predicting waiting time | |||
| 719 | 7693274 | System and method for return to agents during a contact center session | |||
| 720 | 7693272 | Providing a file relating to a telephone call | |||
| 721 | 7680263 | Agent detector, with optional agent recognition and log-in capabilities, and optional portable call history storage | |||
| 722 | 7676035 | Systems and methods for distributing remote technical support via a centralized service | |||
| 723 | 7660407 | Systems and methods for scheduling contact center agents | |||
| 724 | 7657263 | Method and system for automatic call distribution based on customized logic relating to agent behavior | |||
| 725 | 7657021 | Method and apparatus for global call queue in a global call center | |||
| 726 | 7657020 | Call routing system and method of using the same | |||
| 727 | 7653195 | Apparatus, system, and method for disposing of a call | |||
2009 | |||||
| 728 | 7630905 | Call campaign methodologies | |||
| 729 | 7630488 | DTMF tone generation in a media gateway | |||
| 730 | 7623651 | Context retention across multiple calls in a telephone interaction system | |||
| 731 | 7623650 | Universal multi-browser interface for customer service representatives | |||
| 732 | 7620170 | Computer telephony integration (CTI) complete customer contact center | |||
| 733 | 7609829 | Multi-platform capable inference engine and universal grammar language adapter for intelligent voice application execution | |||
| 734 | 7606360 | Automated system and method for handling human and caller queues | |||
| 735 | 7602898 | System and method for providing computer assisted user support | |||
| 736 | 7599485 | Communications system employing single-pair identity circuit for remotely powered device | |||
| 737 | 7593523 | System and method for providing incoming call distribution | |||
| 738 | 7587041 | System and method for analysing communications streams | |||
| 739 | 7587040 | Systems and methods for detecting false signals on an outbound call | |||
| 740 | 7574000 | System and method for analysing communications streams | |||
| 741 | 7570755 | Routine communication sessions for recording | |||
| 742 | 7555114 | System and method for analyzing outbound calling campaigns | |||
| 743 | 7552225 | Enhanced media resource protocol messages | |||
| 744 | 7539298 | Passive termination for redundant telecommunication receivers connected to a single twisted pair | |||
| 745 | 7539297 | Generation of automated recommended parameter changes based on force management system (FMS) data analysis | |||
| 746 | 7536002 | System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data | |||
| 747 | 7532615 | Universal agent log-in using a SIP registrar | |||
| 748 | 7532606 | DTMF signal transmission method and communication apparatus | |||
| 749 | 7529362 | System, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users | |||
| 750 | 7519173 | Method for managing resources in a multi-channeled customer service environment | |||
| 751 | 7505578 | Load balancing in a network of contact centres | |||
| 752 | 7492887 | Network group pickup | |||
| 753 | 7492883 | Method and system for visually representing telephone call tree interface | |||
| 754 | 7486784 | Bill payment service | |||
| 755 | 7486783 | Bill payment system and method | |||
| 756 | 7483527 | Method for operating a call-centre | |||
2008 | |||||
| 757 | 7468891 | Compact enclosure for SONET multiplexer cards and SONET multiplexer card having front panel access to electrical and optical connectors | |||
| 758 | 7460659 | Best practices learning for agents in a communication system | |||
| 759 | 7457403 | Method and apparatus for determining a real time average speed of answer in an automatic call distribution system | |||
| 760 | 7450538 | Method for operating a system with a multiplicity of nodes and a base station according to TDMA and a system for this purpose | |||
| 761 | 7440567 | Healthcare virtual private network methods and systems | |||
| 762 | 7428301 | Method and system for the exit protocol of an emergency medical dispatch system | |||
| 763 | 7424718 | Method and system for presenting events associated with recorded data exchanged between a server and a user | |||
| 764 | 7424715 | Method and system for presenting events associated with recorded data exchanged between a server and a user | |||
| 765 | 7421072 | Location-based bridging in call centers | |||
| 766 | 7418095 | System and method for providing caller activities while in queue | |||
| 767 | 7412598 | Method and system for real-time insertion of service during a call session over a communication network | |||
| 768 | 7409053 | System and method of providing DSL services on a telephone network | |||
| 769 | 7406170 | Architecture and implementation for control of context aware call processing with local feature definition | |||
| 770 | 7406168 | Connection manager for integrating legacy telephony environments and IP networks | |||
| 771 | 7406167 | Exchange system and method using icons for controlling communications between plurality of terminals | |||
| 772 | 7401112 | Methods and apparatus for executing a transaction task within a transaction processing system employing symmetric multiprocessors | |||
| 773 | 7400718 | Automated business form information aquisition system | |||
| 774 | 7376228 | Call center management systems | |||
| 775 | 7376227 | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center | |||
| 776 | 7372957 | Method and apparatus for implementing call processing in packet telephony networks | |||
| 777 | 7372956 | Method and apparatus for providing an interactive home agent with access to call center functionality and resources | |||
| 778 | 7369653 | Method of delivering enterprise data through a call center | |||
| 779 | 7366293 | Call center administration manager | |||
| 780 | 7346158 | Method and system for wiring a digital subscriber line circuit | |||
| 781 | 7336779 | Topical dynamic chat | |||
| 782 | 7333601 | Telephone-receiving call center system | |||
| 783 | 7330543 | Termination for a line card in a telecommunication system | |||
| 784 | 7327839 | Cables, systems and methods for wiring a structure for telephone service | |||
| 785 | 7324640 | Transaction outcome state mapping | |||
| 786 | 7315617 | Method and system for managing calls of an automatic call distributor | |||
2007 | |||||
| 787 | 7298836 | Network-based healthcare information systems | |||
| 788 | 7295669 | Call center telephone and data flow connection system | |||
| 789 | 7292684 | User information management program and user information management device | |||
| 790 | 7280651 | Method and system for performing automated telemarketing | |||
| 791 | 7274787 | Scheduled return to queue with priority (SRQP) | |||
| 792 | 7269253 | Telephony control system with intelligent call routing | |||
| 793 | 7266193 | Adaptive feedback arrangement for controlling agent availability service level in a predictive dialer | |||
| 794 | 7263183 | Method and system for assigning tasks to workers | |||
| 795 | 7257219 | Routing data based on comparative income values | |||
| 796 | 7248688 | Virtual physician office systems and methods | |||
| 797 | 7245716 | Controlling hold queue position adjustment | |||
| 798 | 7245714 | Computer telephony integration hotelling method and system | |||
| 799 | 7236584 | Method and apparatus for providing fair access to agents in a communication center | |||
| 800 | 7233980 | System and method for dynamic queuing in an automatic call distributor | |||
| 801 | 7231034 | "Pull" architecture contact center | |||
| 802 | 7231033 | System and method for providing a service to a customer via a communication link | |||
| 803 | 7221753 | Method and system for providing network interactive voice response with intelligent call routing integration | |||
| 804 | 7215760 | Outbound dialing decision criteria based | |||
| 805 | 7215756 | Utilization of a local exchange network by a plurality of local network operators | |||
| 806 | 7209358 | Aggregation switch | |||
| 807 | 7206402 | Method of and system for call service system, and computer product | |||
| 808 | 7206393 | Apparatus and method for processing information from a telephone network | |||
| 809 | 7203306 | Apparatus and method for providing switching at a telephone cross-connect | |||
| 810 | 7203305 | Method, system, and storage medium for providing web-based quality assessment, tracking, and reporting services for call monitoring | |||
| 811 | 7200219 | Dynamically allocating server resources to competing classes of work based upon achievement of service goals | |||
| 812 | 7197133 | Information transfer to a call agent using a portal system | |||
| 813 | 7197132 | Adaptive transaction guidance | |||
| 814 | 7197030 | Processing device network | |||
| 815 | 7190774 | User invoked directed outdial method and apparatus | |||
| 816 | 7180995 | Method and apparatus for demonstrating telecommunications products | |||
| 817 | 7177395 | Electronic looping systems for telecommunications system central offices | |||
| 818 | 7174365 | System and method for controlling one or more multipoint control units as one multipoint control unit | |||
| 819 | 7174011 | Telephone call center with method for providing customer with wait time updates | |||
| 820 | 7170993 | Methods and apparatus for automated monitoring and action taking based on decision support mechanism | |||
| 821 | 7170992 | Method for evaluating customer call center system designs | |||
| 822 | 7170989 | Transaction dependency manager | |||
| 823 | 7158630 | Do-not-call compliance management for predictive dialer call centers | |||
| 824 | 7158629 | System and method for preemptive goals based routing of contact records | |||
| 825 | 7158627 | Method and system for inhibiting softswitch overload | |||
2006 | |||||
| 826 | 7151827 | Systems, methods, and devices for an enhanced on-hold interface | |||
| 827 | 7151821 | Realcall message delivery system with echo cancellation | |||
| 828 | 7149302 | Web-based CTI system | |||
| 829 | 7149295 | Technique for effectively controlling communication links to an information assistance service | |||
| 830 | 7136481 | Quick shift jack panel | |||
| 831 | 7136480 | Methods and apparatus for processing a call | |||
| 832 | 7136479 | Method of and apparatus wherein a telephone user on hold is not required to listen to an objectionable audio signal | |||
| 833 | 7136448 | Managing received communications based on assessments of the senders | |||
| 834 | 7116777 | Termination frame with modules and method | |||
| 835 | 7110527 | Housing for telecommunications equipment | |||
| 836 | 7110526 | Neural network for controlling calls in a telephone switch | |||
| 837 | 7110525 | Agent training sensitive call routing system | |||
| 838 | 7110523 | System and method for distributing and routing calls in a call center | |||
| 839 | 7103173 | System and method for preemptive goals based routing of contact records | |||
| 840 | 7103171 | System and method for multi-channel communication queuing using routing and escalation rules | |||
| 841 | 7103170 | System and method for providing a call back option for callers to a call center | |||
| 842 | 7099456 | Call center system | |||
| 843 | 7095842 | Enabling caller controlled hold queue position adjustment | |||
| 844 | 7092509 | Contact center system capable of handling multiple media types of contacts and method for using the same | |||
| 845 | 7092508 | Rating parties according to party identities | |||
| 846 | 7092506 | Systems and methods for providing audio information to service agents | |||
| 847 | 7076051 | Promoting caller voice browsing in a hold queue | |||
| 848 | 7062032 | Virtual work environment for remote users | |||
| 849 | 7058169 | Skill based chat function in a communication system | |||
| 850 | 7050564 | Call progress tone generation in a communication system | |||
| 851 | 7046789 | TracM-task and resource automation for call center management | |||
| 852 | 7046787 | Device and method for transferring unbundled network elements between local exchange carriers | |||
| 853 | 7043005 | Call processing with statistical weighting of scripts in a communication system switch | |||
| 854 | 7023980 | Outbound dialing decision criteria based | |||
| 855 | 7023979 | Telephony control system with intelligent call routing | |||
| 856 | 7016685 | System and methods of dynamic load balancing across processor nodes | |||
| 857 | 7013005 | System and method for prioritizing contacts | |||
| 858 | 7010115 | System and method for predictive contacts | |||
| 859 | 6999579 | Method and apparatus for the efficient utilization of trunk bandwidth in a global enterprise | |||
| 860 | 6983145 | Method for handling a call when destined subscriber is unable to answer | |||
| 861 | 6983044 | Relationship building method for automated services | |||
2005 | |||||
| 862 | 6961418 | Telephone appointment processing system | |||
| 863 | 6950510 | Routing data based on comparative income values | |||
| 864 | 6914976 | TELECOMMUNICATIONS CUSTOMER SERVICE TERMINAL HAVING ELECTRONIC COMPONENTS SEALED IN A FIRST COMPARTMENT AND HAVING AN UNSEALED COMPARTMENT THAT CONTAINS AN INSULATION DISPLACEMENT CONNECTOR BOARD THAT INCLUDES VOLTAGE SURGE PROTECTION | |||
| 865 | 6879683 | System and method for providing a call back option for callers to a call center | |||
| 866 | 6868154 | System and method for providing a service to a customer via a communication link | |||
2004 | |||||
| 867 | 6831974 | System and method for providing a caller identification to a called party for calls relayed through a call center | |||
| 868 | 6804351 | Method and apparatus for detecting a compatible phantom powered device using common mode signaling | |||
| 869 | 6751309 | Method and apparatus for extending calls to internal switch extensions out to external network endpoints | |||
| 870 | 6735298 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality | |||
| 871 | 6724886 | System and method for assuring connection of TTY telephone calls to a call center | |||
| 872 | 6724885 | Automatic call distribution center with queue position restoration for call-back customers | |||
| 873 | 6711251 | Local number portability cross connect switch and method | |||
| 874 | 6683945 | Routing data based on comparative income values | |||
2003 | |||||
| 875 | 6671363 | Telecommunications network with generic analysis mechanism | |||
2002 | |||||
| 876 | 6434231 | Virtualized computer telephony integrated link for enhanced functionality in call centers | |||
2000 | |||||
| 877 | 6115464 | Method and system for distinguishing valid DTMF signals from spurious DTMF noise | |||
1989 | |||||
| 878 | 4866775 | Intergrated multisound signal demodulator circuit | |||
| 879 | 4819262 | Electronic gating control for manual telephone switchboard | |||
1983 | |||||
| 880 | 4423466 | Supports for telephone jacks and circuit boards incorporating such supports | |||
1982 | |||||
| 881 | 4354058 | Portable field control unit for emergency telephone communications | |||
| 882 | 4338496 | Testing facility for telephone conference bridge | |||
1977 | |||||
| 883 | 4022984 | Telephone answering service console | |||
| © 2017, ПАТ-Инфо, В.И. Карнышев
Дата формирования списка: 03.04.2017 | |||||