JP3450175B2
(ja)
*
|
1998-02-19 |
2003-09-22 |
富士通株式会社 |
オペレータ受け答えシナリオシステム
|
US6353667B1
(en)
|
1998-08-27 |
2002-03-05 |
Avaya Technology Corp. |
Minimum interruption cycle time threshold for reserve call center agents
|
US6553113B1
(en)
*
|
1999-07-09 |
2003-04-22 |
First Usa Bank, Na |
System and methods for call decisioning in a virtual call center integrating telephony with computers
|
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
|
US20050175971A1
(en)
*
|
1999-11-16 |
2005-08-11 |
Knowlagent, Inc., Alpharetta, Ga |
Method and system for scheduled delivery of training to call center agents
|
US20060233346A1
(en)
*
|
1999-11-16 |
2006-10-19 |
Knowlagent, Inc. |
Method and system for prioritizing performance interventions
|
US20040202309A1
(en)
*
|
1999-11-16 |
2004-10-14 |
Knowlagent, Inc. |
Managing the rate of delivering performance interventions in a contact center
|
US6628777B1
(en)
|
1999-11-16 |
2003-09-30 |
Knowlagent, Inc. |
Method and system for scheduled delivery of training to call center agents
|
US20040202308A1
(en)
*
|
1999-11-16 |
2004-10-14 |
Knowlagent, Inc. |
Managing the selection of performance interventions in a contact center
|
US6535600B1
(en)
*
|
1999-12-06 |
2003-03-18 |
Avaya Technology Corp. |
System for automatically routing calls to call center agents in an agent surplus condition based on service levels
|
US6347139B1
(en)
*
|
1999-12-06 |
2002-02-12 |
Avaya Technology Corp. |
System for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy
|
US6553114B1
(en)
*
|
1999-12-06 |
2003-04-22 |
Avaya Technology Corp. |
System for automatically predicting call center agent work time in a multi-skilled agent environment
|
US6510221B1
(en)
*
|
1999-12-06 |
2003-01-21 |
Avaya Technology Corp. |
System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities
|
US6775377B2
(en)
|
2001-09-10 |
2004-08-10 |
Knowlagent, Inc. |
Method and system for delivery of individualized training to call center agents
|
US6636599B1
(en)
*
|
2000-03-09 |
2003-10-21 |
Avaya Technology Corp. |
Reserving resources for anticipated work items via simulated work items
|
US6956941B1
(en)
*
|
2000-04-12 |
2005-10-18 |
Austin Logistics Incorporated |
Method and system for scheduling inbound inquiries
|
IT1317501B1
(it)
*
|
2000-05-09 |
2003-07-09 |
Txt E Solutions S P A |
Piattaforma per la gestione del servizio ai clienti
|
US7043193B1
(en)
*
|
2000-05-09 |
2006-05-09 |
Knowlagent, Inc. |
Versatile resource computer-based training system
|
US7502460B2
(en)
|
2006-11-20 |
2009-03-10 |
Austin Logistics Incorporated |
Method and system for distributing outbound telephone calls
|
US7142662B2
(en)
|
2000-07-11 |
2006-11-28 |
Austin Logistics Incorporated |
Method and system for distributing outbound telephone calls
|
US7103173B2
(en)
*
|
2001-07-09 |
2006-09-05 |
Austin Logistics Incorporated |
System and method for preemptive goals based routing of contact records
|
JPWO2002033944A1
(ja)
*
|
2000-10-17 |
2004-03-04 |
株式会社鷹山 |
応答システム
|
US8015042B2
(en)
*
|
2001-04-02 |
2011-09-06 |
Verint Americas Inc. |
Methods for long-range contact center staff planning utilizing discrete event simulation
|
US7715546B2
(en)
*
|
2001-07-09 |
2010-05-11 |
Austin Logistics Incorporated |
System and method for updating contact records
|
US7054434B2
(en)
*
|
2001-07-09 |
2006-05-30 |
Austin Logistics Incorporated |
System and method for common account based routing of contact records
|
US7174010B2
(en)
*
|
2001-11-05 |
2007-02-06 |
Knowlagent, Inc. |
System and method for increasing completion of training
|
US7158628B2
(en)
*
|
2003-08-20 |
2007-01-02 |
Knowlagent, Inc. |
Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state
|
US6973176B1
(en)
|
2003-09-30 |
2005-12-06 |
Avaya Technology Corp. |
Method and apparatus for rotating auto reserve agents
|
US8234141B1
(en)
*
|
2004-09-27 |
2012-07-31 |
Avaya Inc. |
Dynamic work assignment strategies based on multiple aspects of agent proficiency
|
US20060072739A1
(en)
*
|
2004-10-01 |
2006-04-06 |
Knowlagent Inc. |
Method and system for assessing and deploying personnel for roles in a contact center
|
US7813493B2
(en)
*
|
2005-04-25 |
2010-10-12 |
Cisco Technology, Inc. |
Method and system for handling calls at an automatic call distribution system
|
US20060256953A1
(en)
*
|
2005-05-12 |
2006-11-16 |
Knowlagent, Inc. |
Method and system for improving workforce performance in a contact center
|
EP1729247A1
(de)
*
|
2005-06-01 |
2006-12-06 |
InVision Software AG |
Mitarbeitereinsatzplanung
|
US8971520B1
(en)
|
2006-10-27 |
2015-03-03 |
Answer Financial Inc. |
Method for optimizing skill assignment in call center agent applications
|
JP5090001B2
(ja)
*
|
2007-01-29 |
2012-12-05 |
ピーアンドダブリューソリューションズ株式会社 |
座席レイアウトを用いたオペレータの状態を表示するサーバ、管理者用端末、システム、及び方法
|
JP5368676B2
(ja)
*
|
2007-01-29 |
2013-12-18 |
ピーアンドダブリューソリューションズ株式会社 |
コミュニケータのスケジュールを作成する方法及びコンピュータ
|
US8189761B2
(en)
*
|
2007-03-15 |
2012-05-29 |
Cisco Technology, Inc. |
Method and system for managing calls
|
US10282701B2
(en)
*
|
2007-11-20 |
2019-05-07 |
Red Hat, Inc. |
Web-based technical issue assignments based on technical support groups having handled a highest number of technical requests
|
US10708430B2
(en)
|
2008-01-28 |
2020-07-07 |
Afiniti Europe Technologies Limited |
Techniques for benchmarking pairing strategies in a contact center system
|
US9300802B1
(en)
|
2008-01-28 |
2016-03-29 |
Satmap International Holdings Limited |
Techniques for behavioral pairing in a contact center system
|
US8824658B2
(en)
|
2008-11-06 |
2014-09-02 |
Satmap International Holdings Limited |
Selective mapping of callers in a call center routing system
|
US20090190745A1
(en)
*
|
2008-01-28 |
2009-07-30 |
The Resource Group International Ltd |
Pooling callers for a call center routing system
|
US10708431B2
(en)
|
2008-01-28 |
2020-07-07 |
Afiniti Europe Technologies Limited |
Techniques for hybrid behavioral pairing in a contact center system
|
US9712679B2
(en)
|
2008-01-28 |
2017-07-18 |
Afiniti International Holdings, Ltd. |
Systems and methods for routing callers to an agent in a contact center
|
US9654641B1
(en)
|
2008-01-28 |
2017-05-16 |
Afiniti International Holdings, Ltd. |
Systems and methods for routing callers to an agent in a contact center
|
US10750023B2
(en)
|
2008-01-28 |
2020-08-18 |
Afiniti Europe Technologies Limited |
Techniques for hybrid behavioral pairing in a contact center system
|
US9774740B2
(en)
|
2008-01-28 |
2017-09-26 |
Afiniti Europe Technologies Limited |
Techniques for benchmarking pairing strategies in a contact center system
|
US9781269B2
(en)
|
2008-01-28 |
2017-10-03 |
Afiniti Europe Technologies Limited |
Techniques for hybrid behavioral pairing in a contact center system
|
US8903079B2
(en)
*
|
2008-01-28 |
2014-12-02 |
Satmap International Holdings Limited |
Routing callers from a set of callers based on caller data
|
US10567586B2
(en)
*
|
2008-11-06 |
2020-02-18 |
Afiniti Europe Technologies Limited |
Pooling callers for matching to agents based on pattern matching algorithms
|
US8718271B2
(en)
*
|
2008-01-28 |
2014-05-06 |
Satmap International Holdings Limited |
Call routing methods and systems based on multiple variable standardized scoring
|
US20090190750A1
(en)
*
|
2008-01-28 |
2009-07-30 |
The Resource Group International Ltd |
Routing callers out of queue order for a call center routing system
|
US8670548B2
(en)
*
|
2008-01-28 |
2014-03-11 |
Satmap International Holdings Limited |
Jumping callers held in queue for a call center routing system
|
US8781100B2
(en)
*
|
2008-01-28 |
2014-07-15 |
Satmap International Holdings Limited |
Probability multiplier process for call center routing
|
US9712676B1
(en)
|
2008-01-28 |
2017-07-18 |
Afiniti Europe Technologies Limited |
Techniques for benchmarking pairing strategies in a contact center system
|
US8879715B2
(en)
|
2012-03-26 |
2014-11-04 |
Satmap International Holdings Limited |
Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
|
US9787841B2
(en)
|
2008-01-28 |
2017-10-10 |
Afiniti Europe Technologies Limited |
Techniques for hybrid behavioral pairing in a contact center system
|
US9692898B1
(en)
|
2008-01-28 |
2017-06-27 |
Afiniti Europe Technologies Limited |
Techniques for benchmarking paring strategies in a contact center system
|
US20100020961A1
(en)
*
|
2008-07-28 |
2010-01-28 |
The Resource Group International Ltd |
Routing callers to agents based on time effect data
|
US8644490B2
(en)
*
|
2008-08-29 |
2014-02-04 |
Satmap International Holdings Limited |
Shadow queue for callers in a performance/pattern matching based call routing system
|
US8781106B2
(en)
*
|
2008-08-29 |
2014-07-15 |
Satmap International Holdings Limited |
Agent satisfaction data for call routing based on pattern matching algorithm
|
US20100111288A1
(en)
*
|
2008-11-06 |
2010-05-06 |
Afzal Hassan |
Time to answer selector and advisor for call routing center
|
USRE48412E1
(en)
|
2008-11-06 |
2021-01-26 |
Afiniti, Ltd. |
Balancing multiple computer models in a call center routing system
|
US8472611B2
(en)
|
2008-11-06 |
2013-06-25 |
The Resource Group International Ltd. |
Balancing multiple computer models in a call center routing system
|
US8634542B2
(en)
*
|
2008-12-09 |
2014-01-21 |
Satmap International Holdings Limited |
Separate pattern matching algorithms and computer models based on available caller data
|
US8873737B2
(en)
*
|
2009-07-06 |
2014-10-28 |
Avaya Inc. |
Routing communication sessions in a contact center
|
US8724797B2
(en)
|
2010-08-26 |
2014-05-13 |
Satmap International Holdings Limited |
Estimating agent performance in a call routing center system
|
US8699694B2
(en)
|
2010-08-26 |
2014-04-15 |
Satmap International Holdings Limited |
Precalculated caller-agent pairs for a call center routing system
|
US8750488B2
(en)
|
2010-08-31 |
2014-06-10 |
Satmap International Holdings Limited |
Predicted call time as routing variable in a call routing center system
|
US8565410B2
(en)
|
2012-03-26 |
2013-10-22 |
The Resource Group International, Ltd. |
Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
|
US20140081687A1
(en)
*
|
2012-09-20 |
2014-03-20 |
Avaya Inc. |
Multiple simultaneous contact center objectives
|
US8792630B2
(en)
|
2012-09-24 |
2014-07-29 |
Satmap International Holdings Limited |
Use of abstracted data in pattern matching system
|
CN108369675B
(zh)
|
2015-12-01 |
2021-09-03 |
阿菲尼帝有限公司 |
用于案例分配的技术
|
US10142473B1
(en)
|
2016-06-08 |
2018-11-27 |
Afiniti Europe Technologies Limited |
Techniques for benchmarking performance in a contact center system
|
US9692899B1
(en)
|
2016-08-30 |
2017-06-27 |
Afiniti Europe Technologies Limited |
Techniques for benchmarking pairing strategies in a contact center system
|
US9888121B1
(en)
|
2016-12-13 |
2018-02-06 |
Afiniti Europe Technologies Limited |
Techniques for behavioral pairing model evaluation in a contact center system
|
US10320984B2
(en)
|
2016-12-30 |
2019-06-11 |
Afiniti Europe Technologies Limited |
Techniques for L3 pairing in a contact center system
|
US9955013B1
(en)
|
2016-12-30 |
2018-04-24 |
Afiniti Europe Technologies Limited |
Techniques for L3 pairing in a contact center system
|
US10257354B2
(en)
|
2016-12-30 |
2019-04-09 |
Afiniti Europe Technologies Limited |
Techniques for L3 pairing in a contact center system
|
US10326882B2
(en)
|
2016-12-30 |
2019-06-18 |
Afiniti Europe Technologies Limited |
Techniques for workforce management in a contact center system
|
US11831808B2
(en)
|
2016-12-30 |
2023-11-28 |
Afiniti, Ltd. |
Contact center system
|
US10135986B1
(en)
|
2017-02-21 |
2018-11-20 |
Afiniti International Holdings, Ltd. |
Techniques for behavioral pairing model evaluation in a contact center system
|
US10970658B2
(en)
|
2017-04-05 |
2021-04-06 |
Afiniti, Ltd. |
Techniques for behavioral pairing in a dispatch center system
|
US9930180B1
(en)
|
2017-04-28 |
2018-03-27 |
Afiniti, Ltd. |
Techniques for behavioral pairing in a contact center system
|
US10122860B1
(en)
|
2017-07-10 |
2018-11-06 |
Afiniti Europe Technologies Limited |
Techniques for estimating expected performance in a task assignment system
|
US10110746B1
(en)
|
2017-11-08 |
2018-10-23 |
Afiniti Europe Technologies Limited |
Techniques for benchmarking pairing strategies in a task assignment system
|
US10509669B2
(en)
|
2017-11-08 |
2019-12-17 |
Afiniti Europe Technologies Limited |
Techniques for benchmarking pairing strategies in a task assignment system
|
US11399096B2
(en)
|
2017-11-29 |
2022-07-26 |
Afiniti, Ltd. |
Techniques for data matching in a contact center system
|
US10509671B2
(en)
|
2017-12-11 |
2019-12-17 |
Afiniti Europe Technologies Limited |
Techniques for behavioral pairing in a task assignment system
|
US10623565B2
(en)
|
2018-02-09 |
2020-04-14 |
Afiniti Europe Technologies Limited |
Techniques for behavioral pairing in a contact center system
|
US11250359B2
(en)
|
2018-05-30 |
2022-02-15 |
Afiniti, Ltd. |
Techniques for workforce management in a task assignment system
|
US10496438B1
(en)
|
2018-09-28 |
2019-12-03 |
Afiniti, Ltd. |
Techniques for adapting behavioral pairing to runtime conditions in a task assignment system
|
US10867263B2
(en)
|
2018-12-04 |
2020-12-15 |
Afiniti, Ltd. |
Techniques for behavioral pairing in a multistage task assignment system
|
US11144344B2
(en)
|
2019-01-17 |
2021-10-12 |
Afiniti, Ltd. |
Techniques for behavioral pairing in a task assignment system
|
US10757261B1
(en)
|
2019-08-12 |
2020-08-25 |
Afiniti, Ltd. |
Techniques for pairing contacts and agents in a contact center system
|
US11445062B2
(en)
|
2019-08-26 |
2022-09-13 |
Afiniti, Ltd. |
Techniques for behavioral pairing in a task assignment system
|
US10757262B1
(en)
|
2019-09-19 |
2020-08-25 |
Afiniti, Ltd. |
Techniques for decisioning behavioral pairing in a task assignment system
|
WO2021158436A1
(en)
|
2020-02-03 |
2021-08-12 |
Afiniti, Ltd. |
Techniques for behavioral pairing in a task assignment system
|
US11258905B2
(en)
|
2020-02-04 |
2022-02-22 |
Afiniti, Ltd. |
Techniques for error handling in a task assignment system with an external pairing system
|
EP4100901A1
(de)
|
2020-02-05 |
2022-12-14 |
Afiniti, Ltd. |
Verfahren zur gemeinsamen steuerung der zuweisung von aufgaben zwischen einem externen paarungssystem und einem aufgabenzuweisungssystem mit einem internen paarungssystem
|
CA3166786A1
(en)
|
2020-02-05 |
2021-08-12 |
Ain Chishty |
Techniques for behavioral pairing in a task assignment system with an external pairing system
|