 |
|
 |
| |
 |
|
Class Information
Number: 379/265.1
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system > Predictive (e.g., anticipating next available agent)
Description: Subject matter wherein a call parameter in an agent call center is monitored and an algorithm is implemented to anticipate how the call should be handled.
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7613289 |
Application based queuing via an H.323/SIP interface |
Nov. 3, 2009 |
| 7426267 |
Declarative ACD routing with service level optimization |
Sep. 16, 2008 |
| 7418095 |
System and method for providing caller activities while in queue |
Aug. 26, 2008 |
| 7401320 |
Operator network that routes customer care calls based on subscriber/device profile and CSR skill set |
Jul. 15, 2008 |
| 7366293 |
Call center administration manager |
Apr. 29, 2008 |
| 7349534 |
Call routing from first to second dialog of interactive voice response system |
Mar. 25, 2008 |
| 7295668 |
Predictive dialing by monitoring progress of agent script |
Nov. 13, 2007 |
| 7248688 |
Virtual physician office systems and methods |
Jul. 24, 2007 |
| 7245711 |
Virtual interaction queuing using internet protocols |
Jul. 17, 2007 |
| 7236583 |
System and method for optimizing call routing to an agent |
Jun. 26, 2007 |
| 7120244 |
Call routing from manual to automated dialog of interactive voice response system |
Oct. 10, 2006 |
| 7110524 |
Method and system for call queueing and customer application interaction |
Sep. 19, 2006 |
| 7095841 |
Queued task/queued resource state forecaster |
Aug. 22, 2006 |
| 7039165 |
System and method for personalizing an interactive voice broadcast of a voice service based on automatic number identification |
May. 2, 2006 |
| 7010115 |
System and method for predictive contacts |
Mar. 7, 2006 |
| 6999578 |
Telephone support method, storage medium and apparatus |
Feb. 14, 2006 |
| 6954529 |
Recordal of call results in a predictive dialing application |
Oct. 11, 2005 |
| 6807274 |
Call routing from manual to automated dialog of interactive voice response system |
Oct. 19, 2004 |
| 6804346 |
Staged predictive dialing system |
Oct. 12, 2004 |
| 6766012 |
System and method for allocating agent resources to a telephone call campaign based on agent productivity |
Jul. 20, 2004 |
| 6760414 |
Personal computer banking system and method |
Jul. 6, 2004 |
| 6757375 |
Recordal of call results in a predictive dialing application |
Jun. 29, 2004 |
| 6754236 |
System and method for dialing in a telephony system using a common channel signaling protocol in which the use of bearer channels is maximized |
Jun. 22, 2004 |
| 6735298 |
Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
May. 11, 2004 |
| 6714643 |
System and method for implementing wait time estimation in automatic call distribution queues |
Mar. 30, 2004 |
| 6707903 |
Automated workflow method for assigning work items to resources |
Mar. 16, 2004 |
| 6700967 |
Presence information method and system |
Mar. 2, 2004 |
| 6636599 |
Reserving resources for anticipated work items via simulated work items |
Oct. 21, 2003 |
| 6594470 |
System and method for remote management of call center operations |
Jul. 15, 2003 |
| 6563921 |
Automatic call director first in first out accessory |
May. 13, 2003 |
| 6563920 |
Methods and apparatus for processing of communications in a call center based on variable rest period determinations |
May. 13, 2003 |
| 6466664 |
Time slot based call pacing method and apparatus |
Oct. 15, 2002 |
| 6381329 |
Point-of-presence call center management system |
Apr. 30, 2002 |
| 6373836 |
Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system |
Apr. 16, 2002 |
| 6359982 |
Methods and apparatus for determining measures of agent-related occupancy in a call center |
Mar. 19, 2002 |
| 6356633 |
Electronic mail message processing and routing for call center response to same |
Mar. 12, 2002 |
| 6198814 |
System and method for entering call outcome records in a computer database in an outbound predictive dialing application |
Mar. 6, 2001 |
| 6115462 |
Method and apparatus for efficient call routing |
Sep. 5, 2000 |
| 5999617 |
Dialing control method |
Dec. 7, 1999 |
| 5987117 |
Method of dynamic load sharing between systems with automatic telephone call distributors |
Nov. 16, 1999 |
| 5646985 |
Hierarchical switch support of services for subscribers of independent private branch exchanges |
Jul. 8, 1997 |
| 5640445 |
Outbound call pacing method which statistically matches the number of calls dialed to the number of available operators |
Jun. 17, 1997 |
| 5511112 |
Automated voice system for improving agent efficiency and improving service to parties on hold |
Apr. 23, 1996 |
| 5309505 |
Automated voice system for improving agent efficiency and improving service to parties on hold |
May. 3, 1994 |
| 5214688 |
Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls |
May. 25, 1993 |
| 5185780 |
Method for predicting agent requirements in a force management system |
Feb. 9, 1993 |
|
|
|
 |
|
 |
|
| |
Randomly Featured Patents |
|
