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2023
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Invention
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Matching using agent/caller sensitivity to performance.
A method, system and program product, th... |
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Invention
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Contact center system.
A pairing module comprising a memory storing contact center information t... |
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Invention
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Techniques for pairing contacts and agents in a contact center system.
Techniques for pairing co... |
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Invention
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Contact center agent state management system. A pairing node comprising memory and processing cir... |
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Invention
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Systems and methods for transitioning multi-channel call center customer experience via user inte... |
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Invention
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Methods for determining agent capacity for managing contact chat interactions. Systems and method... |
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Invention
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Natural language processing with contact center data. The present disclosure relates to natural l... |
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Invention
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Estimating a customer lifetime value based on a churn model.
A method of determining a customer ... |
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Invention
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Techniques for data matching in a contact center system.
Techniques for data matching in a conta... |
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Invention
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Communication system node having multiple modules and a shared memory. A contact center system. T... |
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Invention
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Fault management in a communication system. A performed by a first arbiter running on a first nod... |
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Invention
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Fault management in a communication system. A method for fault recovery in a communication system... |
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Invention
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Systems and methods for maintaining and updating caller state in a communication center. There is... |
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Invention
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Computer-implemented systems and methods for evaluating contact center performance using simulate... |
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Invention
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Techniques for decisioning behavioral pairing in a task assignment system.
Techniques for decisi... |
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Invention
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Techniques for benchmarking performance in a contact center system.
Techniques for benchmarking ... |
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Invention
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Techniques for sharing control of assigning tasks between an external pairing system and a task a... |
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Invention
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Techniques for benchmarking pairing strategies in a contact center system. There is provided a me... |
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Invention
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Techniques for behavioral pairing in a task assignment system. The present application is directe... |
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2022
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Invention
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Techniques for optimizing assistance channel routing. Techniques are disclosed for improving the ... |
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Invention
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Techniques for pairing contacts and agents in a contact center system. Techniques for pairing con... |
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Invention
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Method and system for teleconferencing using coordinated mobile devices. A method of setting up a... |
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Invention
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Contact center system. A pairing module comprising a memory storing contact center information th... |
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Invention
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Techniques for data matching in a contact center system. Techniques for data matching in a contac... |
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Invention
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Techniques for benchmarking pairing strategies in a contact center system. There are provided a m... |
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Invention
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Techniques for benchmarking performance in a contact center system. Techniques for benchmarking p... |
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Invention
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Techniques for behavioral pairing in a dispatch center system.
Techniques for behavioral pairing... |
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Invention
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Call mapping systems and methods using variance algorithm (va) and/or distribution compensation. ... |
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Invention
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Matching using agent/caller sensitivity to performance. A method, system and program product, the... |
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Invention
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Techniques for workforce management in a task assignment system.
Techniques for workforce manage... |
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2021
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Invention
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Techniques for behavioral pairing in a contact center system. Techniques for behavioral pairing i... |
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Invention
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Techniques for decisioning behavioral pairing in a task assignment system. Techniques for decisio... |
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Invention
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Techniques for assigning tasks in a task assignment system with an external pairing system. Techn... |
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Invention
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Techniques for pairing in a task assignment system with an external pairing system. Techniques fo... |
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Invention
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Techniques for behavioral pairing in a task assignment system with an external pairing system. Te... |
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Invention
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Techniques for error handling in a task assignment system with an external pairing system. Techni... |
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Invention
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Techniques for behavioral pairing in a task assignment system. Techniques for behavioral pairing ... |
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2016
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Invention
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Estimating agent performance in a call routing center system. Systems and methods are disclosed f... |
