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Class Information
Number: 379/266.08
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system > Call campaign (e.g., script, application, inbound/outbound balancing) > Predictive algorithm
Description: Subject matter wherein a calculation based on a call center parameter such as a schedule of agent, skill of agent, capacity of a queue, etc., is used by a computer implemented program to maximize and enhance agent call center performance in handling incoming and outgoing calls.
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7596504 |
Management of support center calls |
Sep. 29, 2009 |
| 7539297 |
Generation of automated recommended parameter changes based on force management system (FMS) data analysis |
May. 26, 2009 |
| 7471787 |
Method of operating a distributed call progress tone detection system |
Dec. 30, 2008 |
| 7460659 |
Best practices learning for agents in a communication system |
Dec. 2, 2008 |
| 7457403 |
Method and apparatus for determining a real time average speed of answer in an automatic call distribution system |
Nov. 25, 2008 |
| 7386850 |
Arrangement for scheduling tasks based on probability of availability of resources at a future point in time |
Jun. 10, 2008 |
| 7295668 |
Predictive dialing by monitoring progress of agent script |
Nov. 13, 2007 |
| 7266193 |
Adaptive feedback arrangement for controlling agent availability service level in a predictive dialer |
Sep. 4, 2007 |
| 7236584 |
Method and apparatus for providing fair access to agents in a communication center |
Jun. 26, 2007 |
| 7236583 |
System and method for optimizing call routing to an agent |
Jun. 26, 2007 |
| 7158630 |
Do-not-call compliance management for predictive dialer call centers |
Jan. 2, 2007 |
| 7103562 |
System and method for generating forecasts and analysis of contact center behavior for planning purposes |
Sep. 5, 2006 |
| 7095841 |
Queued task/queued resource state forecaster |
Aug. 22, 2006 |
| 7054434 |
System and method for common account based routing of contact records |
May. 30, 2006 |
| 7050566 |
Call processing system |
May. 23, 2006 |
| 7043006 |
Distributed call progress tone detection system and method of operation thereof |
May. 9, 2006 |
| 7043005 |
Call processing with statistical weighting of scripts in a communication system switch |
May. 9, 2006 |
| 6823062 |
Arrangement for predicting call-center status in a network call-routing system |
Nov. 23, 2004 |
| 6804345 |
Virtual contact center with flexible staffing control |
Oct. 12, 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 |
| 6707906 |
Outbound calling system in a contact center |
Mar. 16, 2004 |
| 6683947 |
Call center monitoring system |
Jan. 27, 2004 |
| 6636598 |
Automated transaction distribution system and method implementing transaction distribution to unavailable agents |
Oct. 21, 2003 |
| 6636599 |
Reserving resources for anticipated work items via simulated work items |
Oct. 21, 2003 |
| 6600822 |
Method for telephony call blending |
Jul. 29, 2003 |
| 6587557 |
System and method of distributing outbound telephony services over a computer network |
Jul. 1, 2003 |
| 6584191 |
Staffing-based percentage-allocation routing using real-time data |
Jun. 24, 2003 |
| 6466664 |
Time slot based call pacing method and apparatus |
Oct. 15, 2002 |
| 6449358 |
Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center |
Sep. 10, 2002 |
| 6445788 |
Method and apparatus for providing fair access to agents in a communication center |
Sep. 3, 2002 |
| 6389133 |
Method for telephony call blending |
May. 14, 2002 |
| 6366666 |
Adjustment of call selection to achieve target values for interval-based performance metrics in a call center |
Apr. 2, 2002 |
| 6330326 |
Dynamic staffing of service centers to provide substantially zero-delay service |
Dec. 11, 2001 |
| 6278776 |
Outbound switch pacing |
Aug. 21, 2001 |
| 5915011 |
Statistically-predictive and agent-predictive call routing |
Jun. 22, 1999 |
| 5889799 |
Method and system for optimization of telephone contact campaigns |
Mar. 30, 1999 |
| 5787163 |
Intelligent load balancing of special service calls based on availability of terminations |
Jul. 28, 1998 |
| 5684872 |
Prediction of a caller's motivation as a basis for selecting treatment of an incoming call |
Nov. 4, 1997 |
| 5642411 |
Anticipatory call distributor |
Jun. 24, 1997 |
| 5640445 |
Outbound call pacing method which statistically matches the number of calls dialed to the number of available operators |
Jun. 17, 1997 |
| 5621790 |
Method and system for optimization of telephone contact campaigns |
Apr. 15, 1997 |
| 5570419 |
System and method for an improved predictive dialer |
Oct. 29, 1996 |
| 5561711 |
Predictive calling scheduling system and method |
Oct. 1, 1996 |
| 5553133 |
System and method for predictive outdialing |
Sep. 3, 1996 |
| 5546456 |
Telecommunication system with inbound call responsive predictive outdialing system and method |
Aug. 13, 1996 |
| 5530744 |
Method and system for dynamic customized call routing |
Jun. 25, 1996 |
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