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2017

19609136Call steering in a call center system
29609135Day-level SLA-based routing
39609130System and method for managing agent schedules in a contact center
49609129System and method for secure transmission of data signals
59602669Call center anxiety feedback processor (CAFP) for biomarker based case assignment
69602667Streamlined call management and routing system
79602666Silence density models
89602664Method for optimal utilization of an application-controlled queue for calls that is provided in a telecommunication system
99600789Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
109596350Virtual interactions in contact center operations
119596349Voice and speech recognition for call center feedback and quality assurance
129591135Rules-based compliance system
139584990Short message service (SMS) response and interpretation application
149584668Method and system for a scalable computer-telephony integration system
159584659Using graphical text analysis to facilitate communication between customers and customer service representatives
169578174System and method for out-of-band communication with contact centers
179578173Virtual assistant aided communication with 3.sup.rd party service in a communication session
189571653Streamlined call management and routing system
199571650Method and system for generating a responsive communication based on behavioral assessment data
209571649Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms
219571644Contact advocate
229571636Call center builder platform
239569782Automated customer business impact assessment upon problem submission
249565308System for communication routing
259565296Call event tagging and call recording stitching for contact center call recordings
269560218Reverse-powered transmission device
279560201Personalizing communications services using environmental data
289553991User input driven short message service (SMS) applications
299553990Recommended roster based on customer relationship management data
309553988System and methods for scheduling and optimizing inbound call flow to a call center
319549070System and method for compatibility-based team formation
329549069System and method for generating a call report
339549066Toll-free telecommunications management platform
349544434Method and system for a scalable computer-telephony integration system
359542382Call flow and discourse analysis
369538007Customer relationship management system based on electronic conversations

2016

379531881Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
389531878System and method for access number distribution in a contact center
399531877Pacing outbound communications that generate inbound communications
409531876Contact center replay
419531875Using graphical text analysis to facilitate communication between customers and customer service representatives
429529651Apparatus and method for executing agent
439525776System and method for managing enterprise communications
449525640System and method for controlling lifespan of interaction requests
459521258Real-time call center call monitoring and analysis
469516169Automatic contact center expansion and contraction
479516126Call center call-back push notifications
489509847System and method for language specific routing
499509846Systems and methods of natural language processing to rank users of real time communications connections
509509844System and method for indexing automated telephone systems
519503680System for optimizing the monetization of outgoing video sessions of a contact center
529503581System and method for web-based real time communication with contact centers
539503580Computing device assistance for phone based customer service representative interaction
549497323System and method for call distribution
559491295System and method for selecting agent in a contact center for improved call routing
569491294System and method for marketing attribution in an enterprise
579485360Contact center session preservation
589485358Information acquisition method, device, and system
599473639System and method for agent selection in an enterprise
609473637Learning generation templates from dialog transcripts
619473635Method and system for managing interactive communications campaigns
629473632System and method to improve self-service experience and optimize contact center resources
639467566System and method for maximizing efficiency of call transfer speed
649456086Method and system for matching entities in an auction
659456083Configuring contact center components for real time speech analytics
669451089Calling center system and calling processing method thereof
679444938Multiple interaction live monitoring
689444937Systems and methods to determine quality of services provided over real-time communication connections
699439054Emergency call redirection systems and methods
709438733Methods and systems for data transfer and campaign management
719426294Sending callback text messages from a contact center
729426292Call center anxiety feedback processor (CAFP) for biomarker based case assignment
739426291Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
749426281Automatic calling list scheduler
759420106Methods and systems for assigning priority to incoming message from customer
769420104Systems and methods for an omni-channel routing broker
779420101System for facilitating loosely configured service worker groups in a dynamic call center environment
789413902Method and device for supplying power to access device
799413892Distributed hardware/software system for managing agent status in a communication center
809407758Using a speech analytics system to control a secure audio bridge during a payment transaction
819401991System and method to diagnose and improve representative and organizational performance
829401990System and method for real-time customized agent training
839398158System and method for managing traffic bursts for a plurality of tenants
849398154Communication system for establishing automated call back using queues
859392118System and method to provide a response to an inquiry
869392117Computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention
879392115System and method for contact center activity routing based on agent preferences
889392114Systems and method for call center agent performance improvement driven by call reason norms
899392112Flow designer for contact centers
909386152Intelligent automated agent and interactive voice response for a contact center
919380163System for routing interactions using bio-performance attributes of persons as dynamic input
929374468Inbound contact center call disconnect buffer
939369580System and method to detect and correct IP phone mismatch in a contact center
949369497Communications system and related method for routing calls to a different destination
959363376Methods, systems, and products for routing communications
969362753Extended signaling system and method
979357073Method and system for routing messages and connecting users associated with live-connected content
989357058Contact center anti-fraud monitoring, detection and prevention solution
999356897Systems and methods for a provider initialized real-time chat based on detection of a pattern
1009350867System and method for anticipatory dynamic customer segmentation for a contact center
1019350865Method 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
1029350864Method and system for specifying and processing telephony sessions
1039350861Using location based services for determining a calling window
1049344572Systems and methods for state information exchange
1059344568System for communication routing
1069338297Setup application for generating custom code
1079338296System and method for driving a virtual view of agents in a contact center
1089336526Method for providing support using answer engine and dialog rules
1099332123Real-time feedback of survey results
1109332118System and method for call distribution
1119330133Virtual physician office systems and methods
1129325849Customer service routing
1139325847System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
1149325845Method and apparatus for diverting callers to Web sessions
1159325844System and method for monitoring health of deployment states for a contact center
1169325843Real-time monitoring of agent adherence
1179319820Apparatuses and methods for use in creating an audio scene for an avatar by utilizing weighted and unweighted audio streams attributed to plural objects
1189319526System and method for granting delayed priority access to a resource
1199319525Best time to call parties having multiple contacts
1209313331Systems and methods of introducing beneficial communication latency in contact handling systems
1219313325Telephone transmission system, telephone transmission server and display unit
1229307087Server for providing enhanced services to contact center agents
1239307085System, method, and computer program for predicting at least one reason for a current call received from a customer
1249307083Systems and methods of parallel media communication in contact handling systems
1259300802Techniques for behavioral pairing in a contact center system
1269300800Aural volume feedback in call center
1279299343Contact center speech analytics system having multiple speech analytics engines
1289292861Methods and systems for routing calls
1299288326Systems and methods for routing a contact to an agent in a contact center
1309288325Systems and methods for routing callers to an agent in a contact center
1319288324Call center call-back push notifications
1329288322Call center system with redundant components and method of operation thereof
1339288316System and method for eliminating hold-time in phone calls
1349277055Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
1359277048Method and apparatus for network-intelligence-determined identity or persona
1369270826System for automatically routing a communication
1379264542Personalizing communications services using environmental data
1389258423Contextual lead generation in an automated communication link establishment and management system
1399258414Computer-implemented system and method for facilitating agent-customer calls
1409253329Services via a conference bridge
1419253325Online technical support management
1429253324Providing agent availability for an outdial application
1439247066User input drivent short message service (SMS) applications
1449247061Answer based agent routing and display method
1459237234System and method for modifying parameters in a contact center
1469232064Contact center agent training trajectory
1479232063Call flow and discourse analysis
1489232060Management of contact lists

2015

1499219819Load balancing and sharing of contextual information in a multi-vendor and/or multiple contact center environment
1509219817Method and system for managing interactive communications campaigns
1519215322Intelligent communication routing system and method
1529215320System and method for indexing automated telephone systems
1539210266System and method for web-based real time communication with optimized transcoding
1549210265Exploring multiple contact channels to determine potential for reaching customers
1559197751Rules-based compliance system
1569197750Method for automated handling of outbound contacts requiring assured connection to a live agent
1579197479Systems and methods to manage a queue of people requesting real time communication connections
1589191513System and method for dynamic job allocation based on acoustic sentiments
1599191512Sending callback text messages from a contact center
1609185224Method and system for managing interactive communications campaigns with call pacing
1619185222Identifying escalation events in communication sessions
1629178999Contact center monitoring
1639178997System and method for simulating virtual queuing of calls
1649178989Call event tagging and call recording stitching for contact center call recordings
1659178914Method and apparatus for distributed compositional control of end-to-end media in IP networks
1669172809System and method for prioritizing customers and predicting service escalation
1679172798Determining calling windows for called telephone numbers
1689171322Methods and systems for routing calls in a marketing campaign
1699167095Call center agent management
1709167094System and method for assisting agents of a contact center
1719160857Method for the operation of a system and system for the administration of calls to a call center
1729160855System and method for call and data matching in a contact center
1739160852Real-time call center call monitoring and analysis
1749154625System for communication routing
1759148511Methods and systems for assessing the efficiency of call center operations
1769148509Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
1779143896Systems and methods for providing a distributed mobile call center for a service establishment
1789137371Leads processing engine
1799137370Call center input/output agent utilization arbitration system
1809137367Systems and methods for representative credit predicated upon relationship development
1819137365Systems and methods of serial media communication in contact handling systems
1829131067System and method for out-of-band communication with contact centers
1839131053Method and system for improving call-participant behavior through game mechanics
1849124701Method and system for automatically routing a telephonic communication
1859124699Systems and methods for expert communications
1869124696Customer-enabled evaluation and control of communication center agent contact
1879118764Method and system to determine and employ best contact opportunity
1889118624Distributed hardware/software system for managing agent status in a communication center
1899117188Method and system for multimedia contact routing
1909116930Method and system for configuring a contact database associated with a user
1919112976Parking and routing network calls and sessions
1929112975System and method for web-based real time communication with contact centers
1939112973System and method to diagnose and improve representative and organizational performance
1949106749Virtual call center manager
1959106744Interactive content for click-to-call calls
1969106724Communication aggregation
1979100483Properly ascertaining shift-related work deficiencies of contact center agents
1989098862Systems and methods for query input via telephony devices
1999094514Aural volume feedback in call center
2009088657System and method of automated order status retrieval
2019088652System and method for speech-enabled call routing
2029088650Predictive dialing based on simulation
2039088537Apparatus and method for executing agent
2049083806Method of bootstrapping contact center
2059083805System and method for providing service by a first agent while waiting for a second agent
2069083800Agent-centric processing of prioritized outbound contact lists
2079083799Workflow management in contact centers
2089077805System for communication routing
2099077804Interaction management
2109077803System for facilitating loosely configured service worker groups in a dynamic call center environment
2119071688Method and system for managing interactive communications campaigns with call pacing
2129071687Outbound time window indicators
2139065917Systems and methods for processing and routing communications
2149065915Sending callback text messages from a contact center
2159065830Network recording and speech analytics system and method
2169060064System for routing interactions using bio-performance attributes of persons as dynamic input
2179055150Skills based routing in a standards based contact center using a presence server and expertise specific watchers
2189042540Method for providing support using answer engine and dialog rules
2199042372Call transfer using session initiation protocol (SIP)
2209037119Dialing wireless skip-trace numbers in a contact center
2219036810System and method to provide a response to an inquiry
2229036809Global interpreter/translation services via conference bridge
2239036808Methods and systems for data transfer and campaign management
2249036807Method and system for routing messages and connecting users associated with live-connected content
2259036806Predicting the class of future customer calls in a call center
2269036802System and method for avoiding hold times on a telephone call
2279031222Automatic supervisor intervention for calls in call center based upon video and/or speech analytics of calls
2289031214System and method of use for indexing automated phone systems
2299031212Determining a call abandonment rate using a speech analytics system
2309031205Auto-detection of environment for mobile agent
2319025761Method and apparatus for assessing the status of work waiting for service
2329025760Apparatus and method for connecting a translator and a customer
2339025758Electronic communications system for multinodal expert networks
2349025757Call mapping systems and methods using bayesian mean regression (BMR)
2359020142System and method for generating forecasts and analysis of contact center behavior for planning purposes
2369020140Telephonic teleservices management
2379020138Targeted issue routing
2389020137Matching using agent/caller sensitivity to performance
2399020135Dialog compatability
2409020134System and method for automated assignment of monitoring in a contact center
2419020133Call occupancy management
2429020129Methods, systems, and computer program products for providing human-assisted natural language call routing
2439020128System and method for cost-based automatic call distribution with statistically predictable wait time
2449020125Recording invocation of communication sessions
2459014365Systems and methods for state information exchange
2469014364Contact center speech analytics system having multiple speech analytics engines
2479014363System and method for automatically generating adaptive interaction logs from customer interaction text
2489014362System and method for processing multi-modal communications within a call center
2499008283Customer portal of an intelligent automated agent for a contact center
2509001992System and method to connect a call
2518995645System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call
2528995644System and method for exposing customer availability to contact center agents
2538995643System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
2548995642System and method for managing customer communications over communication channels
2558989370Customizable call center dialing system, method and computer program product
2568989369Using media server control markup language messages to dynamically interact with a web real-time communication customer care
2578989368Method and apparatus of analyzing customer call data and related call information to determine call characteristics
2588989367System and method for monitoring health of deployment states for a contact center
2598989366System and method for managing customer communications over communication channels
2608983054Method and system for automatically routing a telephonic communication
2618976955System and method for tracking web interactions with real time analytics
2628976953Systems and methods of controlling confidential communication in contact handling systems
2638971521Method for automated handling of outbound contacts requiring assured connection to a live agent
2648971520Method for optimizing skill assignment in call center agent applications
2658971519Agent training sensitive call routing system
2668971518System and method for providing customer service
2678971516Unified recovery system communication history tracking for payments in arrears
2688971515Method to stream compressed digital audio over circuit switched, voice networks
2698964963System and method for maximizing efficiency of call transfer speed
2708964961Method of routing a session from a calling party in a serving communication network of the calling party to a called party
2718953775System, method, and apparatus for determining effectiveness of advanced call center routing algorithms
2728948373System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center
2738948372Contextual lead generation in an automated communication link establishment and management system
2748948370System and method for telephone call routing using a relational routing matrix
2758948369Method and system for optimizing performance within a contact center
2768948368System and method for storing call recordings in a call center
2778938063Contact center service monitoring and correcting
2788938058System and method for providing sales and marketing acceleration and effectiveness
2798938056Terminal equipment for providing an additional call processing service, and method for operating same
2808934618Method for analysing an interactive voice response system
2818929537Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
2828929535Aural volume feedback in call center

2014

2838923506Systems and methods for automated call-handling and processing
2848923504Systems and methods for requesting a communication
2858917861Automated voice connection to a best-determined target
2868917860Methods and systems for processing and managing communications
2878917859Outbound dialing solutions for MPS IVR
2888917855Systems, methods, devices and arrangements for unified messaging
2898917853Enhanced customer experience through speech detection and analysis
2908917852Agent-centric processing of prioritized outbound contact lists
2918917851Server for providing enhanced services to contact center agents
2928913736System and method for delivering a contact to a preferred agent after a set wait period
2938913735Method and apparatus for network-intelligence-determined identity or persona
2948908856Operator evaluation support device and operator evaluation support method
2958903081Method, apparatus, and system for controlling storage of user input information
2968903080Goal-based estimated wait time
2978903079Routing callers from a set of callers based on caller data
2988903077Assignment management apparatus, assignment management method, and assignment management program
2998903076External contact center data collection and measurement
3008903075Customer/subscriber/user identification via utilized service node/point
3018903069Interactive content for click-to-call calls
3028897439Providing agent availability for an outdial application
3038897437Method and system for improving call-participant behavior through game mechanics
3048891754Method and system for automatically routing a telephonic communication
3058886722Universal state-aware communications
3068879716Intelligently routing calls and creating a supporting computer interface
3078879715Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
3088879712System and method for managing traffic bursts for a plurality of tenants
3098879711Method and apparatus for network maintenance and supervision of a controlled on-board audio portion
3108873739Instant message contact management in a contact center
3118873736Process for capturing site maintenance and repair information and creating a closeout package in near real time
3128873734Global logging and analysis system
3138873733Real-time feedback of survey results
3148873732Systems and methods for scheduling of outbound agents
3158867732Aggregating phone numbers for contact
3168867731System and method for web-based real time communication with optimized transcoding
3178867728Managing reserve agents in a contact center
3188861710Playing expected wait time on agent's notification
3198861709Method for indicating call-center agent availability
3208861708System and method for monitoring a voice in real time
3218861692Web call access and egress to private network
3228856014Methods and apparatuses for delivery of advice to mobile/wireless devices
3238855292Agent-enabled queue bypass to agent
3248848900System and method for automating skillset additions
3258848899Operator network that routes customer care calls based on subscriber / device profile and CSR skill set
3268848898System and method for automated call distribution
3278842820Enhanced contact center architecture to support agent resource optimization
3288842818IP telephony architecture including information storage and retrieval system to track fluency
3298837711Dynamic update of skills database
3308837709Distributed hardware/software system for managing agent status in a communication center
3318837708Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
3328837705Real-time probability based contact handling time
3338831207Targeted issue routing
3348824664System and method for controlling lifespan of interaction requests
3358824662Method and apparatus for interfacing a customer with a call center
3368824660History management apparatus, history management method and history management program
3378824659System and method for speech-enabled call routing
3388817968Short message service (SMS) response and interpretation application
3398811605Intelligent patching systems and components thereof
3408811597Contact center performance prediction
3418811595Systems and methods for distributing remote technical support via a centralized service
3428811594Contact routing visualization system
3438811593Call center agent centric speech decoding system and method with quality assurance function
3448811590Adaptive, self-learning optimization module for rule-based customer interaction systems
3458804941Systems and methods for hybrid delivery of remote and local technical support via a centralized service
3468804939Call center queue management
3478804938Computer-implemented system and method for processing user communications
3488804936Shared media access for real time first and third party media control
3498798257System and methods for predicting future agent readiness for handling an interaction in a call center
3508798256System and method for telephone call routing using a relational routing matrix
3518798255Methods and apparatus for deep interaction analysis
3528792631System and method for matching service representatives with customers
3538792630Use of abstracted data in pattern matching system
3548787556Systems and methods for a provider initialized real-time chat based on detection of a pattern
3558787548System and method for distributed communication control within an enterprise
3568787546Apparatus, system, and method for automated call initiation
3578781105Methods and systems for processing and managing communications
3588781103System and method for call and data matching in a contact center
3598781101Operator management apparatus and method
3608781097Retrieving a voice print of a caller
3618781096System and method for providing call-back options
3628774393Managing a contact center based on the devices available for use by an agent
3638774389Call routing between shared service centers
3648774387System and method for avoiding hold times on a telephone call
3658767948Back office services of an intelligent automated agent for a contact center
3668767947System and method for testing and deploying rules
3678767946Methods and systems for processing and managing communications
3688767945IM to phone escalation for customer support
3698761380Adaptive estimated wait time predictor
3708761376System for conversation quality monitoring of call center conversation and a method thereof
3718761375Unpaid break time for contact center agents
3728761372Telephone channel personalization
3738755515Parallel signal processing system and method
3748755511Methods and systems for processing and managing telephonic communications
3758750489System and method for automatic call segmentation at call center
3768750487Guiding calls via graphical user interface
3778750485Operating a call center based upon line information database (LIDB) data
3788750484User-programmable call progress tone detection
3798744065Method and system for monitoring contact center transactions
3808744063Playing expected wait time on agent's notification
3818744062Call center services system and method
3828743799Change of rate matching modes in presence of channel state information reference signal transmission
3838737599Interaction management
3848731181Computer telephony integration device and resource management method and incoming call control method
3858731178Systems and methods for routing callers to an agent in a contact center
3868731177Data model of participation in multi-channel and multi-party contacts
3878731176Operator evaluation support device and operator evaluation support method
3888731165System and method of automated order status retrieval
3898724794Apparatus and method for providing customized information
3908718272Contact center routing
3918718271Call routing methods and systems based on multiple variable standardized scoring
3928718269Risks for waiting for well-matched
3938718268Customer service teaming
3948718264Automated agent availability detection
3958718262Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication
3968712032Using location based services for determining a calling window
3978712031Visual physician office systems and methods
3988705721System and method of generating multimedia ringback based on deduced user intent
3998699700Routine communication sessions for recording
4008699699System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center
4018699696System and method for efficiently managing large contact centers
4028699695Automatic call notification groups
4038699693System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call
4048699692System and method for processing and routing incoming calls to a communication assistance system
4058699691Multi-tasking relief
4068693674Providing agent availability for an outdial application
4078693673Carrier-implemented call event data management
4088693672Technique for effectively assisting a user during an information assistance call
4098693671Network predictive customer service queue management
4108693670Synchronization of data within an ACD system
4118693668Method and apparatus for implementing call processing in packet telephony networks
4128687795System and method for generating forecasts and analysis of contact center behavior for planning purposes
4138687792System and method for dialog management within a call handling system
4148687790System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
4158681962Method for a telecommunication's network, central office, and network terminating unit
4168681955Feedback control of a predictive dialer using telemarketing call abandonment rates
4178681778Systems and methods to manage privilege to speak
4188675861Methods and apparatus for variable wait treatments for requests enqueued in one or more queues
4198675860Training optimizer for contact center agents
4208675859Implementing a contact center using open standards and non-proprietary components
4218675858Method and apparatus for network-intelligence-determined identity or persona
4228670553Real-time monitoring of agent adherence
4238670549Method and system for improved routing of repair calls to a call center
4248666056System for facilitating loosely configured service worker groups in a dynamic call center environment
4258666055Methods, systems, and computer program products for providing human-assisted natural language call routing
4268666032System and method for processing call records
4278660257Method and system for configuring a contact database associated with a user
4288654964Agent-centric processing of prioritized outbound contact lists
4298649502Protection cover mechanism with enhanced space utilization
4308649500Dynamic allocation of agents for outbound calling in an automated communication link establishment and management system
4318649499Communication analytics training management system for call center agents
4328644490Shadow queue for callers in a performance/pattern matching based call routing system
4338644488System and method for automatically generating adaptive interaction logs from customer interaction text
4348644487Routing of contacts based on predicted escalation time
4358634544Route select service
4368634541Work assignment deferment during periods of agent surplus
4378634538Method and apparatus for handling a telephone call
4388634535Communication system
4398634318Communication system and communication control method
4408630403Controlling hold queue position adjustment
4418630402System and method to provide a response to an inquiry

2013

4428619966Call routing system and method of using the same
4438615074Method and apparatus of analyzing customer call data and related call information to determine call characteristics
4448605886Method and system for multimedia contact routing
4458600579Vehicular communication system
4468600366Communication apparatus, communication system, and communication method
4478600034System and method for real-time customized agent training
4488594314Extended signaling system and method
4498594312Method and system for managing interactive communications campaigns with call pacing
4508594311Expected wait time augmentation system and method
4518594308System and method for maximizing efficiency of call transfer speed
4528594304Systems and methods for hybrid delivery of remote and local technical support via a centralized service
4538594303Unpaid break time for contact center agents
4548588401Method for automated handling of outbound contacts requiring assured connection to a live agent
4558588397Communication control system, communication control method, and recording medium including communication control program
4568582753Agent training sensitive call routing system
4578582752System and method for optimal outbound dialing in virtual contact center
4588578215Method and system for gathering data using automatic appliance failover
4598577423Vibration tone differentiation
4608577016Methods and systems for processing and managing telephonic communications using ring pools
4618577013Automatic communications forwarding to displaced employees
4628571203System and method for providing customer activities while in queue
4638565411Method and apparatus for optimizing customer service across multiple channels
4648565410Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
4658565409Method and apparatus for routing a call to a subject matter expert via a packet network
4668565408Call-routing system and method
4678565402System and method for providing call-back options
4688559618Contact center call routing by agent attribute
4698559617Vendor facility customer assignment
4708553869Method for implementing RBT interworking, media gateway control function device, and application server
4718548157System and method of managing incoming telephone calls at a call center
4728548156Method and system for blocking lower priority communications for improved automatic call distribution
4738548144Apparatus, system, and method for automated call initiation
4748537683Method for estimating the quality of experience of a user in respect of audio and/or video contents distributed through telecommunications networks
4758532279Method for increasing the efficiency of automated telephony systems
4768532276Systems and methods to provide telephonic connections via concurrent calls
4778532088Method and apparatus for providing call center agents with calling party information
4788526597Proactive system and method for monitoring and guidance of call center agent
4798520834Method of displaying complex relationships
4808520833Global interpreter/translation services via conference bridge
4818520832System and method to connect a call
4828520829Technique for communication commands and parameters in an information assistance system to provide services
4838515052Parallel signal processing system and method
4848515051Determining and displaying application usage data in a contact center environment
4858509420Detection and prevention of unintentional pulse dialing
4868509419Computer and telephony integration
4878509418Interactive voice response system providing visual representation of caller's intent
4888509417Enhanced call on-hold services
4898504115Automatic sidetone control
4908503668Provision of telecommunication services
4918503667Detection and prevention of unintentional pulse dialing
4928503666Detection and prevention of unintentional pulse dialing
4938503665System and method of writing and using scripts in automated, speech-based caller interactions
4948503663System and method for agent queue activation in a contact center
4958503662System and method for speech-enabled call routing
4968503661Single workflow for colloborative network routing over heteogeneous system
4978503660Unified command and control of a multiplicity of heterogeneous systems supporting call center functionality
4988503659Method and apparatus for ringback tone replacement with downloaded audio files
4998503647Carrier-implemented call event data management
5008503643Location- and presence-based media session routing
5018503641System and method of automated order status retrieval
5028498405Method and apparatus for enhanced call reporting
5038494152Systems and methods for automated call-handling and processing
5048494150Computer-telephony integration in a service provider environment
5058494148Dynamic IVR dialog based on analytics data
5068494143Teleconference presentation retrieval management
5078489138Method and apparatus for uplink power control during soft handover
5088488772Grouping of contact center agents
5098488769Non-scheduled training for an agent in a call center
5108488594Apparatus and system for bridging communication signals
5118477919Interactive content for click-to-call calls
5128472610Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
5138472606Methods and systems for directory information lookup
5148467517Method and system for customizing ring-back tone in an inter-operator telecommunication system
5158462934System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call
5168462933Method, device, and program for calculating number of operators needed
5178457301Multi-frequency tone detector
5188457300Instant message contact management in a contact center
5198457297Distributing transactions among transaction processing systems
5208457296System and method for processing multi-modal communications during a call session
5218452343Portable terminal
5228451725Method and apparatus for distributed compositional control of end-to-end media in IP networks
5238442207System and method for observing a communication session
5248442033Distributed voice over internet protocol recording
5258437465Systems and methods for capturing communications data
5268437463Distributed hardware/software system for managing agent status in a communication center
5278437462Synchronization of multiple target system data
5288433054Housing for telecommunications equipment
5298433053Voice user interfaces based on sample call descriptions
5308428245Customer service agent assisted social networks
5318422660Communication system having common ground mechanism
5328411844Method for controlling abandonment rate in outbound campaigns
5338411838Call amount estimating method
5348406412System and method for call flow generation via real-time tracking of guided problem resolution
5358401172Methods and systems for processing and managing telephonic communications using ring pools
5368401168System and method for ring delay on a user agent
5378391457Systems and methods of timing DTMF tones for telephony control
5388385949Method, call setup device and computer product for controlling and setting up calls with reduced costs
5398385535Method and system for remotely automating cross-connects in telecom networks
5408385534Method for dispatching service requests
5418379834Method and system for managing interactive communications campaigns
5428379830System and method for automated customer service with contingent live interaction
5438369509System and method for search-based work assignments in a contact center
5448364509Systems methods, and computer-readable media for gathering, tabulating, and reporting on employee performance
5458363810Method and system for aurally positioning voice signals in a contact center environment
5468358773Apparatus and method for executing agent
5478358771System and method for managing customer communications over communication channels
5488355497Provision of telecommunication services
5498351593Emergency recording during VoIP session
5508345855Method, device and program for calculating number of necessary agents

2012

5518340733Electronic device having selective touch sensitive display window
5528340277Bartering system and method for controlling position in a wait queue in a contact center
5538340276System and method for providing customer service
5548340274System for routing interactions using bio-performance attributes of persons as dynamic input
5558340273Provision of telecommunication services
5568331549System and method for integrated workforce and quality management
5578320551Method and system for processing application logs
5588315373Enhanced polling method and system
5598300798Intelligent communication routing system and method
5608300796Method and system for enhanced call notification and treatment
5618284711Apparatus and methods for addressable communication using voice-grade radios
5628280034Provision of telecommunication services
5638280033Provision of alternative telecommunication services
5648280032Registration of a telephone/computer association in a computer telephony integration environment
5658280030Call routing system and method of using the same
5668280029Customer service response system for interaction with customer service agents
5678270592Call routing management based on caller language
5688265261Telephone channel personalization
5698259925Service wait time notification
5708259924System for creation and dynamic management of incoming interactions
5718259923Implementing a contact center using open standards and non-proprietary components
5728254871Method and system for playing ring back tone, home location register and mobile switching center
5738254557Supervisor intercept for teleagent voice over internet protocol communications
5748254556System and method for processing and routing incoming calls to a communication assistance system
5758253771Video call management apparatus and associated methodology of controlling voice and video response
5768249245System and method for automated call distribution
5778238544Termination for a line card in a telecommunication system
5788238540Methods and systems for processing and managing telephonic communications using ring pools
5798233610Assisting contact center agents and customers
5808229102System and method for providing customer activities while in queue
5818229100Call prioritization methods in a call center
5828218755Access-frequency estimating apparatus and computer product
5838218753Processing multi-party calls in a contact center
5848218181Printing system
5858209209Providing work, training, and incentives to company representatives in contact handling systems
5868209207Broad-based incremental training sessions for company representatives in contact handling systems
5878208619Method and apparatus for improving call yields when contacting patients who are due for a visit but do not have a scheduled appointment
5888204206Systems and methods for selection of a communication path
5898204205Method for increasing the efficiency of automated telephony systems
5908204204Method and apparatus for proper routing of customers
5918194848Adaptive, self-learning optimization module for rule-based customer interaction systems
5928189764Server for transferring a communication message
5938189763System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction
5948184789Apparatus, system, and method for automated call initiation
5958180666Real-time performance based incentives for company representatives in contact handling systems
5968180662Rapid deployment of training for company representatives in contact handling systems
5978180044Semantic contact center management
5988175040Random access request extension for an additional resource request
5998171179Apparatus supporting plurality of interfaces and method of setting up network connection of the same
6008170930System and method for automated notification
6018170197System and method for providing automated call center post-call processing
6028170195Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center
6038165282Exploiting facial characteristics for improved agent selection
6048160234Assignment of call-center agents to incoming calls
6058155292Telephone system and server apparatus
6068150022Call center queue management
6078150021Proactive system and method for monitoring and guidance of call center agent
6088150020System and method for prompt modification based on caller hang ups in IVRs
6098139756Method, apparatus, and computer product for computing skill value
6108139754Correlating call log files using voice prints
6118139752Voice conference control from an instant messaging session using an automated agent
6128139751System and method to communicate information to an employee
6138135125Multi-party information analysis in a VoIP system
6148130935Routing of calls based on agents emotional state
6158126135Method for managing resources in a multi-channeled customer service environment
6168126134Systems and methods for scheduling of outbound agents
6178112391Synchronization of agent skill data
6188107613Context recovery for call center agents
6198102993Method for routing network call and network call center
6208094802Multiple queuing and servicing of a contact

2011

6218085928Isolating an inactive cable pair from a bridged active cable pair
6228081744Interactive content for click-to-call calls
6238077854Protection cover and electronic device using the same
6248068598Automatic agent training system
6258068595System and method for providing a multi-modal communications infrastructure for automated call center operation
6268064590Campaign in a geo-spatial environment
6278064585Architecture and implementation for control of context aware call processing with local feature definition
6288064367Multiple voicemail account support for a VoIP system
6298060063Presenting messages on a mobile device that is currently presenting other media content
6308054042Modular power supply
6318045697Method and apparatus for interfacing a customer with a call center
6328045696Method and apparatus for determining customer routing in a call center
6338045695System for determining active copresence of users during interactions
6348036373Methods and systems for providing dynamic message content to callers on hold
6358036371Utilizing small group call center agents to improve productivity without impacting service level targets
6368036370Directly contactable call center agents
6378031861Communication system tonal component maintenance techniques
6388031859Stagnation-judgment device and computer product
6398028084IP ACD using buffer server
6408027459System and method for providing queue time credit for self-servicing callers
6418027457Process for automated deployment of natural language
6428023638System and method for balancing agent console load during automated call processing
6438023637Method and system for hierarchy based contact routing
6448023636Interactive dialog-based training method
6458019822Personalized storage accounts in an electronic file delivery system
6468019074Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
6478015493Data processing method and data processing system
6488014511Communication system
6498005204Call routing system and method of using the same
6507996013Method, call setup device and computer product for controlling and setting up calls with reduced costs
6517995740Automatic call distribution system using computer network-based communication
6527991144Voice communication terminal
6537990983Modular interconnect structure
6547986982Handset device
6557974231Communication control apparatus and communication control method
6567970117Method and system for handling calls at an automatic call distributor
6577965832Connection manager for integrating legacy telephony environments and IP networks
6587962644Systems and methods for handling a plurality of communications
6597957520System and method for responding to an emergency at a call center
6607953219Method apparatus and system for capturing and analyzing interaction based content
6617949122Method and apparatus for determining wait treatment of a customer in a call center
6627949120Information 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
6637945278Communication method, communication system, and communication terminal
6647940915Apparatus and method for determining part of elicitation from spoken dialogue data
6657937274Call campaign methodologies
6667933399System and method for utilizing virtual agents in an interactive voice response application
6677929685Queuing calls for distribution
6687929684High availability multi-tenant feature
6697929516Intelligent services network using a switch controller
6707925003Call center management systems
6717925002Administering multiple target ACD systems
6727925001Methods and apparatus for contact center agent selection
6737920693Home agent access in call routing management based on caller language
6747916858Agent training sensitive call routing system
6757912207Data messaging during telephony calls
6767903800Method and system for visually representing telephone call tree interface
6777899180System and method for analysing communications streams
6787899179Method for monitoring off-schedule software agents
6797899177Call-routing system and method
6807889856System and method for providing RBT in communication network
6817885400Call features for automatic call distribution system
6827885395Telephone call routing
6837881453Call processing system and service control point for handling calls to a call center
6847873154Apparatus, system, and method for remote management console for business integration scenarios
6857869586Method 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
6867869585Declarations for transformations within service sequences
6877864942System and method for routing calls

2010

6887860233System and method for tracking alerts
6897860222Systems and methods for acquiring, accessing, and analyzing investigative information
6907856095System and method for providing a baseline for quality metrics in a contact center
6917844044Control server employment of offer message from resource server to determine whether to add indication of the resource server to resource server mapping table
6927835511Incoming telephone call distribution system and method
6937831033Method of preference driven segmentation routing
6947813494System and method for managing distribution frames in a telephone network
6957809127Method for discovering problem agent behaviors
6967792275Application service invocation
6977792272Technique for communicating commands and parameters in an information assistance system to provide services
6987787609Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
6997783030Graphical call-route scripting system and method
7007783028System and method of using speech recognition at call centers to improve their efficiency and customer satisfaction
7017782838Intermediate packetizing of voice data for communication between circuit-switched network nodes
7027773740Agent registration and bidding system
7037770175Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
7047769160System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call
7057769159Method and system for identifying calls
7067764781DSX module with performance monitoring
7077751550Method of providing status information within an ACD
7087751544Method and system for driving an indicating element on a terminal
7097751384Method and system for identifying calls
7107746998Integrating enterprise and provider contact center resources to handle workload on-demand
7117746997Interactive telephony trainer and exerciser
7127734029Apparatus, system, and method for automated call initiation
7137724888Automated method for determining caller satisfaction
7147716311Method and apparatus for monitoring of switch resources using resource group definitions
7157715543Method for verifying telephone call back information for return calls which are initiated via the internet
7167706521Standards based agent desktop for use with an open contact center solution
7177706520System and method for facilitating transcription of audio recordings, with auditing
7187693275Online service system capable of predicting waiting time
7197693274System and method for return to agents during a contact center session
7207693272Providing a file relating to a telephone call
7217680263Agent detector, with optional agent recognition and log-in capabilities, and optional portable call history storage
7227676035Systems and methods for distributing remote technical support via a centralized service
7237660407Systems and methods for scheduling contact center agents
7247657263Method and system for automatic call distribution based on customized logic relating to agent behavior
7257657021Method and apparatus for global call queue in a global call center
7267657020Call routing system and method of using the same
7277653195Apparatus, system, and method for disposing of a call

2009

7287630905Call campaign methodologies
7297630488DTMF tone generation in a media gateway
7307623651Context retention across multiple calls in a telephone interaction system
7317623650Universal multi-browser interface for customer service representatives
7327620170Computer telephony integration (CTI) complete customer contact center
7337609829Multi-platform capable inference engine and universal grammar language adapter for intelligent voice application execution
7347606360Automated system and method for handling human and caller queues
7357602898System and method for providing computer assisted user support
7367599485Communications system employing single-pair identity circuit for remotely powered device
7377593523System and method for providing incoming call distribution
7387587041System and method for analysing communications streams
7397587040Systems and methods for detecting false signals on an outbound call
7407574000System and method for analysing communications streams
7417570755Routine communication sessions for recording
7427555114System and method for analyzing outbound calling campaigns
7437552225Enhanced media resource protocol messages
7447539298Passive termination for redundant telecommunication receivers connected to a single twisted pair
7457539297Generation of automated recommended parameter changes based on force management system (FMS) data analysis
7467536002System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
7477532615Universal agent log-in using a SIP registrar
7487532606DTMF signal transmission method and communication apparatus
7497529362System, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
7507519173Method for managing resources in a multi-channeled customer service environment
7517505578Load balancing in a network of contact centres
7527492887Network group pickup
7537492883Method and system for visually representing telephone call tree interface
7547486784Bill payment service
7557486783Bill payment system and method
7567483527Method for operating a call-centre

2008

7577468891Compact enclosure for SONET multiplexer cards and SONET multiplexer card having front panel access to electrical and optical connectors
7587460659Best practices learning for agents in a communication system
7597457403Method and apparatus for determining a real time average speed of answer in an automatic call distribution system
7607450538Method for operating a system with a multiplicity of nodes and a base station according to TDMA and a system for this purpose
7617440567Healthcare virtual private network methods and systems
7627428301Method and system for the exit protocol of an emergency medical dispatch system
7637424718Method and system for presenting events associated with recorded data exchanged between a server and a user
7647424715Method and system for presenting events associated with recorded data exchanged between a server and a user
7657421072Location-based bridging in call centers
7667418095System and method for providing caller activities while in queue
7677412598Method and system for real-time insertion of service during a call session over a communication network
7687409053System and method of providing DSL services on a telephone network
7697406170Architecture and implementation for control of context aware call processing with local feature definition
7707406168Connection manager for integrating legacy telephony environments and IP networks
7717406167Exchange system and method using icons for controlling communications between plurality of terminals
7727401112Methods and apparatus for executing a transaction task within a transaction processing system employing symmetric multiprocessors
7737400718Automated business form information aquisition system
7747376228Call center management systems
7757376227Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center
7767372957Method and apparatus for implementing call processing in packet telephony networks
7777372956Method and apparatus for providing an interactive home agent with access to call center functionality and resources
7787369653Method of delivering enterprise data through a call center
7797366293Call center administration manager
7807346158Method and system for wiring a digital subscriber line circuit
7817336779Topical dynamic chat
7827333601Telephone-receiving call center system
7837330543Termination for a line card in a telecommunication system
7847327839Cables, systems and methods for wiring a structure for telephone service
7857324640Transaction outcome state mapping
7867315617Method and system for managing calls of an automatic call distributor

2007

7877298836Network-based healthcare information systems
7887295669Call center telephone and data flow connection system
7897292684User information management program and user information management device
7907280651Method and system for performing automated telemarketing
7917274787Scheduled return to queue with priority (SRQP)
7927269253Telephony control system with intelligent call routing
7937266193Adaptive feedback arrangement for controlling agent availability service level in a predictive dialer
7947263183Method and system for assigning tasks to workers
7957257219Routing data based on comparative income values
7967248688Virtual physician office systems and methods
7977245716Controlling hold queue position adjustment
7987245714Computer telephony integration hotelling method and system
7997236584Method and apparatus for providing fair access to agents in a communication center
8007233980System and method for dynamic queuing in an automatic call distributor
8017231034"Pull" architecture contact center
8027231033System and method for providing a service to a customer via a communication link
8037221753Method and system for providing network interactive voice response with intelligent call routing integration
8047215760Outbound dialing decision criteria based
8057215756Utilization of a local exchange network by a plurality of local network operators
8067209358Aggregation switch
8077206402Method of and system for call service system, and computer product
8087206393Apparatus and method for processing information from a telephone network
8097203306Apparatus and method for providing switching at a telephone cross-connect
8107203305Method, system, and storage medium for providing web-based quality assessment, tracking, and reporting services for call monitoring
8117200219Dynamically allocating server resources to competing classes of work based upon achievement of service goals
8127197133Information transfer to a call agent using a portal system
8137197132Adaptive transaction guidance
8147197030Processing device network
8157190774User invoked directed outdial method and apparatus
8167180995Method and apparatus for demonstrating telecommunications products
8177177395Electronic looping systems for telecommunications system central offices
8187174365System and method for controlling one or more multipoint control units as one multipoint control unit
8197174011Telephone call center with method for providing customer with wait time updates
8207170993Methods and apparatus for automated monitoring and action taking based on decision support mechanism
8217170992Method for evaluating customer call center system designs
8227170989Transaction dependency manager
8237158630Do-not-call compliance management for predictive dialer call centers
8247158629System and method for preemptive goals based routing of contact records
8257158627Method and system for inhibiting softswitch overload

2006

8267151827Systems, methods, and devices for an enhanced on-hold interface
8277151821Realcall message delivery system with echo cancellation
8287149302Web-based CTI system
8297149295Technique for effectively controlling communication links to an information assistance service
8307136481Quick shift jack panel
8317136480Methods and apparatus for processing a call
8327136479Method of and apparatus wherein a telephone user on hold is not required to listen to an objectionable audio signal
8337136448Managing received communications based on assessments of the senders
8347116777Termination frame with modules and method
8357110527Housing for telecommunications equipment
8367110526Neural network for controlling calls in a telephone switch
8377110525Agent training sensitive call routing system
8387110523System and method for distributing and routing calls in a call center
8397103173System and method for preemptive goals based routing of contact records
8407103171System and method for multi-channel communication queuing using routing and escalation rules
8417103170System and method for providing a call back option for callers to a call center
8427099456Call center system
8437095842Enabling caller controlled hold queue position adjustment
8447092509Contact center system capable of handling multiple media types of contacts and method for using the same
8457092508Rating parties according to party identities
8467092506Systems and methods for providing audio information to service agents
8477076051Promoting caller voice browsing in a hold queue
8487062032Virtual work environment for remote users
8497058169Skill based chat function in a communication system
8507050564Call progress tone generation in a communication system
8517046789TracM-task and resource automation for call center management
8527046787Device and method for transferring unbundled network elements between local exchange carriers
8537043005Call processing with statistical weighting of scripts in a communication system switch
8547023980Outbound dialing decision criteria based
8557023979Telephony control system with intelligent call routing
8567016685System and methods of dynamic load balancing across processor nodes
8577013005System and method for prioritizing contacts
8587010115System and method for predictive contacts
8596999579Method and apparatus for the efficient utilization of trunk bandwidth in a global enterprise
8606983145Method for handling a call when destined subscriber is unable to answer
8616983044Relationship building method for automated services

2005

8626961418Telephone appointment processing system
8636950510Routing data based on comparative income values
8646914976TELECOMMUNICATIONS 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
8656879683System and method for providing a call back option for callers to a call center
8666868154System and method for providing a service to a customer via a communication link

2004

8676831974System and method for providing a caller identification to a called party for calls relayed through a call center
8686804351Method and apparatus for detecting a compatible phantom powered device using common mode signaling
8696751309Method and apparatus for extending calls to internal switch extensions out to external network endpoints
8706735298Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
8716724886System and method for assuring connection of TTY telephone calls to a call center
8726724885Automatic call distribution center with queue position restoration for call-back customers
8736711251Local number portability cross connect switch and method
8746683945Routing data based on comparative income values

2003

8756671363Telecommunications network with generic analysis mechanism

2002

8766434231Virtualized computer telephony integrated link for enhanced functionality in call centers

2000

8776115464Method and system for distinguishing valid DTMF signals from spurious DTMF noise

1989

8784866775Intergrated multisound signal demodulator circuit
8794819262Electronic gating control for manual telephone switchboard

1983

8804423466Supports for telephone jacks and circuit boards incorporating such supports

1982

8814354058Portable field control unit for emergency telephone communications
8824338496Testing facility for telephone conference bridge

1977

8834022984Telephone answering service console
© 2017, ПАТ-Инфо, В.И. Карнышев
Дата формирования списка: 03.04.2017