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Telephonic Communications > Centralized Switching System > Call Distribution To Operator > Automatic Call Distributor (acd) System > Routing To Available Agent > Based On Agent's Skill (e.g., Language Spoken By Agent) Based On Agent's Skill (e.g., Language Spoken By Agent)Based On Agent's Skill (e.g., Language Spoken By Agent) patent applications listed are from June 2005 to current and include Date, Patent Application Number, Patent Title, Patent Abstract summary and are linked to the corresponding patent application page.05/31/07 - 20070121903 - Systems and methods for providing a language interpretation line A method and system of providing a language interpretation service is disclosed. A language interpretation number, such as an 811 number, can be provided. The language interpretation number can be used to place a telephone call to a language interpretation service for language assistance. A language interpretation telephone call is ... 03/22/07 - 20070064916 - System and method for providing a language access line A method and system of providing a language interpretation service is disclosed. A language access number, such as an 811 number, can be provided. The language access number can be used to place a telephone call to a language interpretation service for language assistance. A language access telephone call is ... 03/22/07 - 20070064915 - Language interpretation call transferring in a telecommunications network A method and system of providing language interpretation for a merchant are disclosed. An incoming telephone call from a customer speaking a first language is received at a language interpretation service. The customer is greeted in the first language by an interpreter associated with a language interpretation provider. The interpreter ... 11/23/06 - 20060262922 - Dynamic customer satisfaction routing The present invention provides a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, ... 11/16/06 - 20060256954 - Method and system for providing agent training A method for providing training to agents of an automatic call distribution center includes determining whether an agent is idle and, in response to determining that the agent is idle, initiating playback of a recorded training call to the agent. Additionally, the method includes receiving an incoming call from a ... 11/09/06 - 20060251238 - Technique for effectively assisting a user during an information assistance call Information pertaining to selected events occurring during an information assistance call is recorded in a database. The database is maintained by a device in the information/call center referred to as a call tracker. For example, with respect to a given call, a record may be generated in the database when ... 11/02/06 - 20060245580 - Method and apparatus for associating customer needs with agents A customer-agent routing system (102) has a routing element (102C) for accepting customer calls and for routing said calls to an agent (108), a memory (102B) for storage of processor instructions and for storage of customer and agent activity, and a processor (102A) for controlling operations of the routing element ... 08/17/06 - 20060182261 - Method and system for providing a service The present invention provides an efficient and simple method and system for providing a customer with a service upon a service request. The invention is based on retrieving a dataset from a database for identifying a qualified service person using information about the service, the service person and the customer, ... 07/13/06 - 20060153356 - Contact-center routing based on incentives and/or agent preferences A new routing protocol for routing service requests in a contact center is provided that takes into account agent preferences. Agents identify their preferences for handling particular types of service requests. The routing protocol takes account of those preferences while still routing calls in a systematic, coordinated and efficient manner. ... 06/29/06 - 20060140390 - Method of preference driven segmentation routing A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact of the plurality of contacts, providing an ordered list of contact preferences for each agent of the ... 03/30/06 - 20060067508 - Methods and apparatus for processing foreign accent/language communications Techniques for improving the efficiency of foreign accent/language communications processing are disclosed. For example, in one aspect of the invention, a technique for processing a call received by a call center, includes the following steps/operations. A call is obtained. Then, at least one of an accent and a language spoken ... 03/30/06 - 20060067507 - Computer and telephony integration A method is disclosed that coordinates the presentation of speech signals and screen images to a receiver of a call, without some of the costs, disadvantages, and limitations of techniques in the prior art. The illustrative embodiment of the present invention builds upon the infrastructure of the Session Initiation Protocol ... 03/23/06 - 20060062376 - Call center services system and method A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller's ... 03/23/06 - 20060062375 - System and method for providing product offers at a call center The disclosure is directed to a method of presenting product offers. The method includes receiving a call from a caller. The call has a purpose and call identification information. The method further includes determining a product offer based on the call identification information and directing the call to a call ... 02/02/06 - 20060023869 - Method and system for routing calls based on a language preference The present embodiments provide an efficient and effective method and system for routing calls to predetermined destinations to facilitate communication in a customer's preferred language. The present embodiments allow for an indication of a customer's language preference to be stored in some fashion and also allow for that indication to ... 09/15/05 - 20050201546 - Method and device for estimating work skills, and computer product In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating unit estimates a dealing duration of an item based on the item information received. A work skill estimating unit estimates an ... ### FreshPatents.com Support |