BR9913622A - Método e aparelho para seletivamente apresentar as opções de mìdia para os clientes do centro de chamada de multimìdia - Google Patents

Método e aparelho para seletivamente apresentar as opções de mìdia para os clientes do centro de chamada de multimìdia

Info

Publication number
BR9913622A
BR9913622A BR9913622-8A BR9913622A BR9913622A BR 9913622 A BR9913622 A BR 9913622A BR 9913622 A BR9913622 A BR 9913622A BR 9913622 A BR9913622 A BR 9913622A
Authority
BR
Brazil
Prior art keywords
customer
customers
facility
call center
model
Prior art date
Application number
BR9913622-8A
Other languages
English (en)
Inventor
Christopher Clemmett Macl Beck
Jonathan M Berke
Joel Johnstone
Robin M Mitchell
James Karl Powers
Mark Franklin Sidell
Charles Dazler Knuff
Original Assignee
Genesys Telecomm Lab Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Genesys Telecomm Lab Inc filed Critical Genesys Telecomm Lab Inc
Publication of BR9913622A publication Critical patent/BR9913622A/pt

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/10—Network architectures or network communication protocols for network security for controlling access to devices or network resources
    • H04L63/104—Grouping of entities
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/535—Tracking the activity of the user
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
    • H04L9/40—Network security protocols
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1101—Session protocols
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/30—Definitions, standards or architectural aspects of layered protocol stacks
    • H04L69/32—Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
    • H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
    • H04L69/329—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
    • Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
    • Y02P90/00—Enabling technologies with a potential contribution to greenhouse gas [GHG] emissions mitigation
    • Y02P90/80—Management or planning

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Hardware Design (AREA)
  • General Engineering & Computer Science (AREA)
  • Computer Security & Cryptography (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Human Resources & Organizations (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Game Theory and Decision Science (AREA)
  • Physics & Mathematics (AREA)
  • Development Economics (AREA)
  • Multimedia (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Educational Administration (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Computing Systems (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

<B>"MéTODO E APARELHO PARA SELETIVAMENTE APRESENTAR AS OPçõES DE MìDIA PARA OS CLIENTES DO CENTRO DE CHAMADA DE MULTIMìDIA"<D>. Em uma empresa hospedada no centro de telecomunicações de multimídia (17), uma interface de pré-processamento interativa de única mídia (61) face ao cliente possui uma facilidade de resposta (59) adaptada para a saudação e a pré-instrução ao cliente realizando o contato com a interface de pré-processamento (61), uma facilidade de identificação adequada para identificar o cliente através de um ou de ambos os dados acompanhando o contato e a informação atribuídas do cliente, e a facilidade de discriminação (77) adaptada para oferecer ao cliente uma ou mais escolhas de comunicação baseado na identificação do cliente estabelecida pela facilidade de identificação (77). Um modelo de interface de pré-processamento é uma página WEB. Também em um modelo preferido, o histórico de transação do cliente é registrado em um repositório de dados da empresa (79), incluindo os projetos atuais, e aos clientes são oferecidos escolhas baseados no histórico da transação. Em tal modelo, as chamadas ativas são reservadas para os clientes engajados nos projetos atuais.
BR9913622-8A 1998-09-11 1999-09-02 Método e aparelho para seletivamente apresentar as opções de mìdia para os clientes do centro de chamada de multimìdia BR9913622A (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/151,710 US6212178B1 (en) 1998-09-11 1998-09-11 Method and apparatus for selectively presenting media-options to clients of a multimedia call center
PCT/US1999/020259 WO2000016523A1 (en) 1998-09-11 1999-09-02 Method and apparatus for selectively presenting media-options to clients of a multimedia call center

Publications (1)

Publication Number Publication Date
BR9913622A true BR9913622A (pt) 2001-05-22

Family

ID=22539935

Family Applications (1)

Application Number Title Priority Date Filing Date
BR9913622-8A BR9913622A (pt) 1998-09-11 1999-09-02 Método e aparelho para seletivamente apresentar as opções de mìdia para os clientes do centro de chamada de multimìdia

Country Status (8)

Country Link
US (1) US6212178B1 (pt)
EP (1) EP1114543A4 (pt)
JP (1) JP2003507908A (pt)
CN (1) CN1354942A (pt)
AU (1) AU754238B2 (pt)
BR (1) BR9913622A (pt)
CA (1) CA2343756A1 (pt)
WO (1) WO2000016523A1 (pt)

Cited By (11)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8971216B2 (en) 1998-09-11 2015-03-03 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
US9002920B2 (en) 1998-09-11 2015-04-07 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
USRE45583E1 (en) 1999-12-01 2015-06-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
USRE45606E1 (en) 1997-02-10 2015-07-07 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US9516171B2 (en) 1997-02-10 2016-12-06 Genesys Telecommunications Laboratories, Inc. Personal desktop router
USRE46243E1 (en) 1997-02-10 2016-12-20 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US9553755B2 (en) 1998-02-17 2017-01-24 Genesys Telecommunications Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
USRE46438E1 (en) 1999-09-24 2017-06-13 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level

Families Citing this family (129)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6064667A (en) * 1997-02-10 2000-05-16 Genesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing to and within call centers
US6404747B1 (en) * 1998-06-02 2002-06-11 Avaya Technology Corp. Integrated audio and video agent system in an automatic call distribution environment
US7346671B2 (en) * 1998-06-05 2008-03-18 Instant Service.Com, Inc. Real time internet communications system
US6412073B1 (en) * 1998-12-08 2002-06-25 Yodiee.Com, Inc Method and apparatus for providing and maintaining a user-interactive portal system accessible via internet or other switched-packet-network
US6665395B1 (en) * 1998-12-11 2003-12-16 Avaya Technology Corp. Automatic call distribution system using computer network-based communication
US7536002B1 (en) 1999-07-09 2009-05-19 Jpmorgan Chase Bank, National Association System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
US6996603B1 (en) * 1999-08-31 2006-02-07 Qwest Communications International, Inc. Automatic desktop audio/video/data conferencing distributor
US7124111B1 (en) * 1999-09-14 2006-10-17 Jpmorgan Chase Bank, N.A. Service charge adjustment platform
US6389028B1 (en) * 1999-09-24 2002-05-14 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
US6965865B2 (en) 1999-12-30 2005-11-15 Bank One Delaware N.A. System and method for integrated customer management
AU2931501A (en) 2000-01-07 2001-07-31 Ineto, Inc. Customer communication service system
US6597783B1 (en) * 2000-02-01 2003-07-22 Cisco Systems, Inc. System and method for storing, routing, and tracking digital documents in a call center
GB2359215B (en) * 2000-02-08 2004-02-25 Helpmagic Com Ltd Information service
CA2399175A1 (en) * 2000-02-16 2001-08-23 Synhrgy Hr Technologies, Inc. Improved database access system
US7693866B1 (en) 2000-03-07 2010-04-06 Applied Discovery, Inc. Network-based system and method for accessing and processing legal documents
US7730113B1 (en) 2000-03-07 2010-06-01 Applied Discovery, Inc. Network-based system and method for accessing and processing emails and other electronic legal documents that may include duplicate information
US7096220B1 (en) 2000-05-24 2006-08-22 Reachforce, Inc. Web-based customer prospects harvester system
US7003517B1 (en) 2000-05-24 2006-02-21 Inetprofit, Inc. Web-based system and method for archiving and searching participant-based internet text sources for customer lead data
US7120629B1 (en) 2000-05-24 2006-10-10 Reachforce, Inc. Prospects harvester system for providing contact data about customers of product or service offered by business enterprise extracting text documents selected from newsgroups, discussion forums, mailing lists, querying such data to provide customers who confirm to business profile data
US7082427B1 (en) 2000-05-24 2006-07-25 Reachforce, Inc. Text indexing system to index, query the archive database document by keyword data representing the content of the documents and by contact data associated with the participant who generated the document
US7043531B1 (en) 2000-10-04 2006-05-09 Inetprofit, Inc. Web-based customer lead generator system with pre-emptive profiling
US7330850B1 (en) 2000-10-04 2008-02-12 Reachforce, Inc. Text mining system for web-based business intelligence applied to web site server logs
US7580890B2 (en) * 2000-10-12 2009-08-25 Jpmorgan Chase Bank, N.A. System and method for supervising account management operations
US7103556B2 (en) 2000-11-02 2006-09-05 Jpmorgan Chase Bank, N.A. System and method for aggregate portfolio client support
US20060235730A1 (en) * 2005-04-15 2006-10-19 Remo Politano Indicating a pending content change within a benefits content system
US20020188497A1 (en) * 2001-06-12 2002-12-12 Cerwin Francis Anthony System and method for customer knowledge respository
US7110525B1 (en) 2001-06-25 2006-09-19 Toby Heller Agent training sensitive call routing system
US7908629B2 (en) * 2001-06-28 2011-03-15 Intel Corporation Location-based image sharing
US7953219B2 (en) * 2001-07-19 2011-05-31 Nice Systems, Ltd. Method apparatus and system for capturing and analyzing interaction based content
US8416943B2 (en) * 2001-07-31 2013-04-09 Aspect Software, Inc. System and method for distributing customer contacts
US7728870B2 (en) 2001-09-06 2010-06-01 Nice Systems Ltd Advanced quality management and recording solutions for walk-in environments
EP1423967A2 (en) * 2001-09-06 2004-06-02 Nice Systems Ltd. Recording of interactions between a customer and a sales person at a point of sales
AU2002337592A1 (en) * 2001-09-24 2003-04-07 Nice Systems Ltd. System and method for the automatic control of video frame rate
US7010115B2 (en) * 2001-12-13 2006-03-07 Rockwell Electronic Commerce Technologies, Llc System and method for predictive contacts
US20100125521A1 (en) * 2001-12-03 2010-05-20 Hanan Christopher C Biller focused business to business electronic invoice presentment and accounts receivables reconciliation system
US20050128304A1 (en) * 2002-02-06 2005-06-16 Manasseh Frederick M. System and method for traveler interactions management
US7436887B2 (en) 2002-02-06 2008-10-14 Playtex Products, Inc. Method and apparatus for video frame sequence-based object tracking
AU2002361483A1 (en) * 2002-02-06 2003-09-02 Nice Systems Ltd. System and method for video content analysis-based detection, surveillance and alarm management
US7103158B2 (en) * 2002-02-28 2006-09-05 Pacific Bell Information Services Dynamic interactive voice architecture
US7372952B1 (en) 2002-03-07 2008-05-13 Wai Wu Telephony control system with intelligent call routing
US7761544B2 (en) 2002-03-07 2010-07-20 Nice Systems, Ltd. Method and apparatus for internal and external monitoring of a transportation vehicle
US6868153B2 (en) * 2002-03-12 2005-03-15 Rockwell Electronic Commerce Technologies, Llc Customer touch-point scoring system
US7292689B2 (en) * 2002-03-15 2007-11-06 Intellisist, Inc. System and method for providing a message-based communications infrastructure for automated call center operation
US8068595B2 (en) 2002-03-15 2011-11-29 Intellisist, Inc. System and method for providing a multi-modal communications infrastructure for automated call center operation
US8170197B2 (en) * 2002-03-15 2012-05-01 Intellisist, Inc. System and method for providing automated call center post-call processing
US20030214942A1 (en) * 2002-05-15 2003-11-20 Ali Mohammed Zamshed Web-based computer telephony integration and automatic call distribution
US6876727B2 (en) * 2002-07-24 2005-04-05 Sbc Properties, Lp Voice over IP method for developing interactive voice response system
US7769650B2 (en) 2002-12-03 2010-08-03 Jp Morgan Chase Bank Network-based sub-allocation systems and methods for swaps
US9818136B1 (en) 2003-02-05 2017-11-14 Steven M. Hoffberg System and method for determining contingent relevance
US20040174860A1 (en) * 2003-03-04 2004-09-09 Van Hammond Timothy J. System and method for facilitating IP telephony applications
US7676034B1 (en) 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
US9712665B2 (en) 2003-04-09 2017-07-18 Nice Ltd. Apparatus, system and method for dispute resolution, regulation compliance and quality management in financial institutions
US7684550B2 (en) * 2003-05-20 2010-03-23 Oc Concepts, Inc. Customer information system
US7505572B2 (en) * 2003-05-20 2009-03-17 Oc Concepts, Inc. Caller information system
WO2005017694A2 (en) * 2003-08-11 2005-02-24 Jp Morgan Chase Bank Coupon payment system
WO2005018097A2 (en) * 2003-08-18 2005-02-24 Nice Systems Ltd. Apparatus and method for audio content analysis, marking and summing
WO2005046195A1 (en) * 2003-11-05 2005-05-19 Nice Systems Ltd. Apparatus and method for event-driven content analysis
US7415267B2 (en) * 2003-12-15 2008-08-19 Jp Morgan Chase Bank Methods and systems for managing call reports for the financial services industry
EP1634225A4 (en) * 2004-03-10 2008-01-16 Nice Systems Ltd DEVICE AND METHOD FOR GENERATING CONTENT-BASED FOLLOW-UP
US20060031304A1 (en) * 2004-04-27 2006-02-09 Amit Bagga Method and apparatus for classification of relative position of one or more text messages in an email thread
US7086139B2 (en) * 2004-04-30 2006-08-08 Hitachi Global Storage Technologies Netherlands B.V. Methods of making magnetic write heads using electron beam lithography
US7623650B2 (en) * 2004-06-30 2009-11-24 The Vanguard Group, Inc. Universal multi-browser interface for customer service representatives
US8204884B2 (en) * 2004-07-14 2012-06-19 Nice Systems Ltd. Method, apparatus and system for capturing and analyzing interaction based content
US20060020501A1 (en) * 2004-07-22 2006-01-26 Leicht Howard J Benefit plans
US7714878B2 (en) * 2004-08-09 2010-05-11 Nice Systems, Ltd. Apparatus and method for multimedia content based manipulation
US20060041930A1 (en) * 2004-08-23 2006-02-23 Hafeman Joseph E Accessing personal information
US8724891B2 (en) * 2004-08-31 2014-05-13 Ramot At Tel-Aviv University Ltd. Apparatus and methods for the detection of abnormal motion in a video stream
US20060095321A1 (en) * 2004-11-01 2006-05-04 Jianpeng Shi Method and apparatus for promotion management
US8078463B2 (en) * 2004-11-23 2011-12-13 Nice Systems, Ltd. Method and apparatus for speaker spotting
CN1794296B (zh) * 2004-12-23 2010-12-22 国际商业机器公司 用于从现有万维网站点创建万维网服务的系统和方法
US20060149664A1 (en) * 2004-12-30 2006-07-06 Jp Morgan Chase Bank Marketing system and method
AU2006211111A1 (en) * 2005-02-07 2006-08-10 Nice Systems Ltd. Upgrading performance using aggregated information shared between management systems
US7593962B2 (en) * 2005-02-18 2009-09-22 American Tel-A-Systems, Inc. System and method for dynamically creating records
US8005675B2 (en) * 2005-03-17 2011-08-23 Nice Systems, Ltd. Apparatus and method for audio analysis
US10019877B2 (en) * 2005-04-03 2018-07-10 Qognify Ltd. Apparatus and methods for the semi-automatic tracking and examining of an object or an event in a monitored site
US20060235731A1 (en) * 2005-04-15 2006-10-19 Anupam Gupta Content filtering within a benefits content system
US8788311B2 (en) * 2005-04-15 2014-07-22 Fmr Llc Quality control of authoring work flow within a benefits content system
US8265942B2 (en) * 2005-04-15 2012-09-11 Fmr Llc Multi-authoring within benefits content system
US7386105B2 (en) * 2005-05-27 2008-06-10 Nice Systems Ltd Method and apparatus for fraud detection
WO2007017853A1 (en) * 2005-08-08 2007-02-15 Nice Systems Ltd. Apparatus and methods for the detection of emotions in audio interactions
US8874477B2 (en) 2005-10-04 2014-10-28 Steven Mark Hoffberg Multifactorial optimization system and method
US7706520B1 (en) * 2005-11-08 2010-04-27 Liveops, Inc. System and method for facilitating transcription of audio recordings, with auditing
WO2007086042A2 (en) * 2006-01-25 2007-08-02 Nice Systems Ltd. Method and apparatus for segmentation of audio interactions
US8300798B1 (en) 2006-04-03 2012-10-30 Wai Wu Intelligent communication routing system and method
US8725518B2 (en) * 2006-04-25 2014-05-13 Nice Systems Ltd. Automatic speech analysis
US7770221B2 (en) * 2006-05-18 2010-08-03 Nice Systems, Ltd. Method and apparatus for combining traffic analysis and monitoring center in lawful interception
US7822605B2 (en) * 2006-10-19 2010-10-26 Nice Systems Ltd. Method and apparatus for large population speaker identification in telephone interactions
US7631046B2 (en) * 2006-10-26 2009-12-08 Nice Systems, Ltd. Method and apparatus for lawful interception of web based messaging communication
US8549122B2 (en) * 2006-12-04 2013-10-01 Oracle International Corporation System and method for communication agent within a fully distributed network
US7577246B2 (en) * 2006-12-20 2009-08-18 Nice Systems Ltd. Method and system for automatic quality evaluation
US20080189171A1 (en) * 2007-02-01 2008-08-07 Nice Systems Ltd. Method and apparatus for call categorization
US8571853B2 (en) * 2007-02-11 2013-10-29 Nice Systems Ltd. Method and system for laughter detection
US7599475B2 (en) * 2007-03-12 2009-10-06 Nice Systems, Ltd. Method and apparatus for generic analytics
US20090012826A1 (en) * 2007-07-02 2009-01-08 Nice Systems Ltd. Method and apparatus for adaptive interaction analytics
US7707089B1 (en) 2008-03-12 2010-04-27 Jpmorgan Chase, N.A. Method and system for automating fraud authorization strategies
US8654963B2 (en) 2008-12-19 2014-02-18 Genesys Telecommunications Laboratories, Inc. Method and system for integrating an interaction management system with a business rules management system
US8463606B2 (en) 2009-07-13 2013-06-11 Genesys Telecommunications Laboratories, Inc. System for analyzing interactions and reporting analytic results to human-operated and system interfaces in real time
US8386381B1 (en) 2009-12-16 2013-02-26 Jpmorgan Chase Bank, N.A. Method and system for detecting, monitoring and addressing data compromises
US9537924B2 (en) * 2010-01-28 2017-01-03 Genesys Telecommunications Laboratories, Inc. Interaction management system and methods of use
US8358771B1 (en) 2010-03-24 2013-01-22 Jpmorgan Chase Bank, N.A. System and method for managing customer communications over communication channels
US8554631B1 (en) 2010-07-02 2013-10-08 Jpmorgan Chase Bank, N.A. Method and system for determining point of sale authorization
US9178994B2 (en) * 2011-04-12 2015-11-03 Teletech Holdings, Inc. Methods for providing self-support services using information from a viral source
US8533857B2 (en) 2011-04-12 2013-09-10 Teletech Holdings, Inc. Methods for providing cross-vendor support services
US8478652B2 (en) 2011-07-18 2013-07-02 Teletech Holdings, Inc. Platform for providing life-cycle product support services
US8572707B2 (en) 2011-08-18 2013-10-29 Teletech Holdings, Inc. Multiple authentication mechanisms for accessing service center supporting a variety of products
US9173090B2 (en) 2011-09-15 2015-10-27 Teletech Holdings, Inc. Method for activating services associated with a product via a service center supporting a variety of products
US9336687B2 (en) 2011-10-11 2016-05-10 Teletech Holdings, Inc. Method for providing learning courses via a service center supporting a variety of products
US8811177B1 (en) 2011-11-03 2014-08-19 Jpmorgan Chase Bank, N.A. Method and system for implementing a network analysis tool for endpoints deployments
CN104011701B (zh) 2011-12-14 2017-08-01 第三雷沃通讯有限责任公司 内容传送网络系统和能够在内容传送网络中操作的方法
US8874636B2 (en) 2012-01-03 2014-10-28 Teletech Holdings, Inc. Method for providing support services using consumer selected specialist and specialist ratings
US8942369B2 (en) 2012-02-28 2015-01-27 Teletech Holdings, Inc. Method for providing support services using multi-channel navigator and route sequences
US9245287B2 (en) 2012-07-18 2016-01-26 Teletech Holdings, Inc. Method for providing support with associates anywhere and notifications
US9042540B2 (en) 2012-10-30 2015-05-26 Teletech Holdings, Inc. Method for providing support using answer engine and dialog rules
US9912816B2 (en) 2012-11-29 2018-03-06 Genesys Telecommunications Laboratories, Inc. Workload distribution with resource awareness
US9497289B2 (en) 2012-12-07 2016-11-15 Genesys Telecommunications Laboratories, Inc. System and method for social message classification based on influence
US9300482B2 (en) * 2012-12-07 2016-03-29 Genesys Telecommunications Laboratories, Inc. Cross-channel conversations with context aware transition between channels
US9088656B2 (en) 2012-12-12 2015-07-21 Genesys Telecommunications Laboratories, Inc. System and method for access number distribution in a contact center
US9984374B2 (en) 2013-02-25 2018-05-29 Genesys Telecommunications Laboratories Inc. Mobile expert desktop
US9064259B2 (en) 2012-12-19 2015-06-23 Genesys Telecomminucations Laboratories, Inc. Customer care mobile application
US10791050B2 (en) 2012-12-13 2020-09-29 Level 3 Communications, Llc Geographic location determination in a content delivery framework
US10701149B2 (en) 2012-12-13 2020-06-30 Level 3 Communications, Llc Content delivery framework having origin services
US20140337472A1 (en) 2012-12-13 2014-11-13 Level 3 Communications, Llc Beacon Services in a Content Delivery Framework
US10652087B2 (en) 2012-12-13 2020-05-12 Level 3 Communications, Llc Content delivery framework having fill services
US10701148B2 (en) 2012-12-13 2020-06-30 Level 3 Communications, Llc Content delivery framework having storage services
US9705754B2 (en) 2012-12-13 2017-07-11 Level 3 Communications, Llc Devices and methods supporting content delivery with rendezvous services
US9634918B2 (en) 2012-12-13 2017-04-25 Level 3 Communications, Llc Invalidation sequencing in a content delivery framework
US9542936B2 (en) 2012-12-29 2017-01-10 Genesys Telecommunications Laboratories, Inc. Fast out-of-vocabulary search in automatic speech recognition systems
US9451090B2 (en) * 2013-10-31 2016-09-20 Genesys Telecommunications Laboratories, Inc. System and method for performance-based routing of interactions in a contact center
US9516167B2 (en) 2014-07-24 2016-12-06 Genesys Telecommunications Laboratories, Inc. Media channel management apparatus for network communications sessions

Family Cites Families (17)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5740231A (en) * 1994-09-16 1998-04-14 Octel Communications Corporation Network-based multimedia communications and directory system and method of operation
US5594791A (en) 1994-10-05 1997-01-14 Inventions, Inc. Method and apparatus for providing result-oriented customer service
CA2168484C (en) * 1995-03-13 2000-12-05 Mehmet Reha Civanlar Client-server architecture using internet and public switched networks
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
CA2391428C (en) * 1995-09-25 2009-01-06 Innovatia Inc. System for obtaining help over a communication system by using specific customer contact channels
US6021428A (en) * 1997-09-15 2000-02-01 Genesys Telecommunications Laboratories, Inc. Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center
GB9613163D0 (en) * 1996-06-24 1996-08-28 Northern Telecom Ltd Telecommunications system and method
US5958014A (en) * 1996-09-24 1999-09-28 Intervoice Limited Partnership System and method for establishing a real-time agent pool between computer systems
US5907547A (en) * 1996-10-24 1999-05-25 At&T Corp System and method for establishing internet communications links
US6002760A (en) * 1998-02-17 1999-12-14 Genesys Telecommunications Laboratories, Inc. Intelligent virtual queue
US6064667A (en) * 1997-02-10 2000-05-16 Genesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing to and within call centers
US6046762A (en) * 1997-04-01 2000-04-04 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system
US5960073A (en) * 1997-04-03 1999-09-28 Genesys Telecommunications Laboratories , Inc. Method and apparatus for providing an interactive home agent with access to call center functionality and resources
US5953406A (en) * 1997-05-20 1999-09-14 Mci Communications Corporation Generalized customer profile editor for call center services
US6072864A (en) * 1997-12-01 2000-06-06 Genesys Telecommunication Laboratories, Inc. Transfer-connect telephony services utilizing automated audio systems
US6067357A (en) * 1998-03-04 2000-05-23 Genesys Telecommunications Laboratories Inc. Telephony call-center scripting by Petri Net principles and techniques
US6064973A (en) * 1998-04-17 2000-05-16 Andersen Consulting Llp Context manager and method for a virtual sales and service center

Cited By (18)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
USRE46243E1 (en) 1997-02-10 2016-12-20 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US9516171B2 (en) 1997-02-10 2016-12-06 Genesys Telecommunications Laboratories, Inc. Personal desktop router
USRE45606E1 (en) 1997-02-10 2015-07-07 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
USRE46521E1 (en) 1997-09-30 2017-08-22 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US9553755B2 (en) 1998-02-17 2017-01-24 Genesys Telecommunications Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US9350808B2 (en) 1998-09-11 2016-05-24 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US10218848B2 (en) 1998-09-11 2019-02-26 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US9002920B2 (en) 1998-09-11 2015-04-07 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46387E1 (en) 1998-09-11 2017-05-02 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US8971216B2 (en) 1998-09-11 2015-03-03 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
USRE46438E1 (en) 1999-09-24 2017-06-13 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46457E1 (en) 1999-09-24 2017-06-27 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE45583E1 (en) 1999-12-01 2015-06-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
USRE46538E1 (en) 2002-10-10 2017-09-05 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US9854006B2 (en) 2005-12-22 2017-12-26 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance

Also Published As

Publication number Publication date
EP1114543A4 (en) 2006-05-10
CA2343756A1 (en) 2000-03-23
EP1114543A1 (en) 2001-07-11
US6212178B1 (en) 2001-04-03
WO2000016523A1 (en) 2000-03-23
JP2003507908A (ja) 2003-02-25
AU754238B2 (en) 2002-11-07
AU5807099A (en) 2000-04-03
CN1354942A (zh) 2002-06-19

Similar Documents

Publication Publication Date Title
BR9913622A (pt) Método e aparelho para seletivamente apresentar as opções de mìdia para os clientes do centro de chamada de multimìdia
ES8307391A1 (es) &#34;una instalacion de tratamiento de informacion que comprende un terminal de presentacion visual interactivo&#34;.
BR0011149A (pt) Método para determinação da estrutura fìsica de linhas de assinantes, qualificação de uma linha de assinante para um serviço de dados, fornecimento de um serviço de dados e dispositivo para armazenamento de dados
ATE270445T1 (de) Automatisches system zum auswählen eines anfänglichen computer-reservationssystems
DK0609411T3 (da) Ventetidsinformationssystem for passagerer ved busstoppesteder
GB2288108B (en) Network service system
DE69900461D1 (de) Verfahren und system zum gebrauch einer stammkundenkarte als telefonkarte
ATE465451T1 (de) Regelbasiertes, multimedien kunden/betriebswechelwirkungsnetzwerks- betriebssystem
SE9101408L (sv) Anordning foer aatkomst av tjaenster via telefonapparat medelst aktivt kort.
FI940734A0 (fi) Järjestelmä asiakkaiden tunnistamista varten
Chambers et al. Toward a competency analysis of operative dentistry technique skills
HK1043001A1 (zh) 一種用來在通訊網絡連接上生成用戶計費數據的方法和裝置
BR9809807A (pt) Processo e aparelho para prestar um serviço em uma rede de telecomunicação, e, rede de telecomunicação
JPS5725066A (en) Information output selection system of card operation type automated apparatus
KR960020317A (ko) 교환시스템에서 과금정보에 특수서비스 기능을 기록하는 방법
JPS56111965A (en) Service information display device for customer-base transaction data processing system
Grant Marketing That Reaches Out
Jones Monitoring and dealing with customer complaints
Askin Leaders of Outlawed African National Congress Urge Americans to Shun All Academic Contacts with Apartheid Institutions.
GB0005535D0 (en) Processing systems
WO2002033873A3 (en) System and method for financial planning and consumer debt elimination
Regli Guest Editor's Introduction: Intranets
Sirju Development of a customer dial-up system for a local bank in Trinidad and Tobago (tailored to fit into its existing on-line network)
Coffman A Consideration of Current Leadership Theory for Communication Departmental Chairpersons.
CN109993580A (zh) 分布式应用的行销方法、装置、电子设备和存储介质

Legal Events

Date Code Title Description
B08F Application dismissed because of non-payment of annual fees [chapter 8.6 patent gazette]

Free format text: REFERENTE A 5A, 6A, 7A E 8A ANUIDADES.

B08K Patent lapsed as no evidence of payment of the annual fee has been furnished to inpi [chapter 8.11 patent gazette]

Free format text: REFERENTE AO DESPACHO 8.6 PUBLICADO NA RPI 1913 DE 04/09/2007.