| 1 |
| Patent ID | Title | Date Filed |
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| December 27, 1999 |
| 7231033 | System and method for providing a service to a customer via a communication link
| February 28, 2006 |
| 7197132 | Adaptive transaction guidance
| March 21, 2002 |
| 7151826 | Third party coaching for agents in a communication system
| September 27, 2002 |
| 7127058 | Managing communications in a call center
| March 27, 2002 |
| 7043008 | Selective conversation recording using speech heuristics
| December 20, 2001 |
| 6978006 | Resource management utilizing quantified resource attributes
| October 12, 2000 |
| 6970554 | System and method for observing calls to a call center
| March 4, 2002 |
| 6965669 | Method for processing calls in a call center with automatic answering
| October 29, 2002 |
| 6959080 | Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection
| September 27, 2002 |
| 6959078 | Apparatus and method for monitoring and adapting to environmental factors within a contact center
| January 24, 2000 |
| 6910072 | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
| March 20, 2003 |
| 6904143 | Apparatus and method for logging events that occur when interacting with an automated call center system
| March 4, 2002 |
| 6898277 | System and method for annotating recorded information from contacts to contact center
| March 4, 2002 |
| 6882723 | Apparatus and method for quantifying an automation benefit of an automated response system
| March 4, 2002 |
| 6868154 | System and method for providing a service to a customer via a communication link
| August 2, 1999 |
| 6853722 | System and method for automating customer slamming and cramming complaints
| April 29, 2002 |
| 6847711 | Method for evaluating customer call center system designs
| February 13, 2003 |
| 6801618 | System and method for implementing recording plans using a session manager
| February 8, 2002 |
| 6771746 | Method and apparatus for agent optimization using speech synthesis and recognition
| May 16, 2002 |
| 6760414 | Personal computer banking system and method
| December 10, 1997 |
| 6735298 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
| September 3, 2002 |
| 6721416 | Call centre agent automated assistance
| June 13, 2000 |
| 6600821 | System and method for automatically detecting problematic calls
| October 26, 1999 |
| 6560328 | Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality
| April 3, 1997 |
| 6546097 | Automatic call distribution system with signal generator and method
| May 13, 1999 |
| 6542602 | Telephone call monitoring system
| February 14, 2000 |
| 6510220 | Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location
| March 12, 1998 |
| 6411687 | Call routing based on the caller's mood
| November 10, 1998 |
| 6363145 | Apparatus and method for automated voice analysis in ACD silent call monitoring
| August 17, 1998 |
| 5854832 | Monitoring system and method used in automatic call distributor for timing incoming telephone calls
| June 26, 1995 |
| 5818909 | Agent speech detector system and method for use with a telephonic switch
| September 27, 1996 |
| 5818907 | Method and system for automatically monitoring the performance quality of call center service representatives
| August 4, 1997 |
| 5737405 | Apparatus and method for detecting conversation interruptions in a telephonic switch
| July 25, 1995 |
| 5724420 | Automatic call distribution with answer machine detection apparatus and method
| June 24, 1996 |
| 5712954 | System and method for monitoring audio power level of agent speech in a telephonic switch
| August 23, 1995 |
| 5696811 | Method and system for automatically monitoring the performance quality of call center service representatives
| June 20, 1996 |
| 5535256 | Method and system for automatically monitoring the performance quality of call center service representatives
| May 3, 1995 |
| 5533103 | Calling system and method
| June 7, 1995 |
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