HK1199967A1 - System, method, and computer program product for contact center management - Google Patents

System, method, and computer program product for contact center management

Info

Publication number
HK1199967A1
HK1199967A1 HK15100431.0A HK15100431A HK1199967A1 HK 1199967 A1 HK1199967 A1 HK 1199967A1 HK 15100431 A HK15100431 A HK 15100431A HK 1199967 A1 HK1199967 A1 HK 1199967A1
Authority
HK
Hong Kong
Prior art keywords
computer program
program product
contact center
center management
management
Prior art date
Application number
HK15100431.0A
Other languages
English (en)
Chinese (zh)
Inventor
Daniel L Pearce
Lavin Timothy Nelson Sr
Original Assignee
Balancebpo 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 Balancebpo Inc filed Critical Balancebpo Inc
Publication of HK1199967A1 publication Critical patent/HK1199967A1/xx

Links

Classifications

    • 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
    • H04M3/5175—Call or contact centers supervision arrangements
    • 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
    • G06Q10/10—Office automation; Time management
    • G06Q10/107—Computer-aided management of electronic mailing [e-mailing]
    • 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
    • G06Q30/00—Commerce
    • 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
    • G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
    • G06Q50/01—Social networking
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • 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
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Marketing (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Tourism & Hospitality (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Signal Processing (AREA)
  • Health & Medical Sciences (AREA)
  • Primary Health Care (AREA)
  • Data Mining & Analysis (AREA)
  • Computer Hardware Design (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • General Health & Medical Sciences (AREA)
  • Computing Systems (AREA)
  • Development Economics (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Telephonic Communication Services (AREA)
  • Information Transfer Between Computers (AREA)
HK15100431.0A 2011-09-23 2015-01-15 System, method, and computer program product for contact center management HK1199967A1 (en)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US201161538405P 2011-09-23 2011-09-23
US201161549918P 2011-10-21 2011-10-21
US13/409,467 US8838788B2 (en) 2011-09-23 2012-03-01 System, method, and computer program product for contact center management
PCT/US2012/054727 WO2013043423A1 (en) 2011-09-23 2012-09-12 System, method, and computer program product for contact center management

Publications (1)

Publication Number Publication Date
HK1199967A1 true HK1199967A1 (en) 2015-07-24

Family

ID=47911320

Family Applications (1)

Application Number Title Priority Date Filing Date
HK15100431.0A HK1199967A1 (en) 2011-09-23 2015-01-15 System, method, and computer program product for contact center management

Country Status (10)

Country Link
US (1) US8838788B2 (es)
EP (1) EP2758907A4 (es)
BR (1) BR112014007013A2 (es)
CA (1) CA2849642C (es)
CL (1) CL2014000726A1 (es)
CO (1) CO6970564A2 (es)
CR (1) CR20140137A (es)
HK (1) HK1199967A1 (es)
SG (1) SG11201400891VA (es)
WO (1) WO2013043423A1 (es)

Families Citing this family (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11568420B2 (en) * 2012-11-21 2023-01-31 Verint Americas Inc. Analysis of customer feedback surveys
US9392116B2 (en) 2013-12-26 2016-07-12 Genesys Telecommunications Laboratories, Inc. System and method for customer experience management
US9350867B2 (en) 2014-08-01 2016-05-24 Genesys Telecommunications Laboratories, Inc. System and method for anticipatory dynamic customer segmentation for a contact center
US9848084B2 (en) * 2014-08-01 2017-12-19 Genesys Telecommunications Laboratories, Inc. Adaptable business objective routing for a contact center
US9781270B2 (en) * 2014-08-01 2017-10-03 Genesys Telecommunications Laboratories, Inc. System and method for case-based routing for a contact
US9936068B2 (en) 2014-08-04 2018-04-03 International Business Machines Corporation Computer-based streaming voice data contact information extraction
US9955009B2 (en) 2014-10-09 2018-04-24 Conduent Business Services, Llc Prescriptive analytics for customer satisfaction based on agent perception
US20160125652A1 (en) * 2014-11-03 2016-05-05 Avaya Inc. Augmented reality supervisor display
US10560577B2 (en) * 2015-03-20 2020-02-11 Avaya Inc. Efficient mechanism for customer feedback from a voice call
US10101976B2 (en) * 2015-04-30 2018-10-16 OpenMethods, Inc. Method, system and apparatus for visual programming of interaction workflows for omni-channel customer contact centers with integrated customer relationship management
US10922058B2 (en) * 2015-04-30 2021-02-16 Open Methods, Inc. Method, system and apparatus for visual programming of interaction workflows for omni-channel customer contact centers with integrated customer relationship management
US10051127B1 (en) 2017-02-13 2018-08-14 International Business Machines Corporation Utilizing caller wait time to create social message

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7907598B2 (en) * 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US7224790B1 (en) * 1999-05-27 2007-05-29 Sbc Technology Resources, Inc. Method to identify and categorize customer's goals and behaviors within a customer service center environment
US6556659B1 (en) * 1999-06-02 2003-04-29 Accenture Llp Service level management in a hybrid network architecture
US8112298B2 (en) * 2006-02-22 2012-02-07 Verint Americas, Inc. Systems and methods for workforce optimization
US9846846B2 (en) * 2006-11-14 2017-12-19 International Business Machines Corporation Method and system for analyzing contact studies
US20080250264A1 (en) * 2007-04-03 2008-10-09 Hourselt Andrew G System for Adaptive Action Plan Compilation Based on Error Reporting
US8149996B2 (en) * 2007-07-05 2012-04-03 West Corporation Providing routing information to an answering point of an emergency services network
US20100332287A1 (en) * 2009-06-24 2010-12-30 International Business Machines Corporation System and method for real-time prediction of customer satisfaction
US8300797B1 (en) * 2010-10-29 2012-10-30 Sprint Communications Company L.P. Global view of performance management in a diverse call center environment

Also Published As

Publication number Publication date
EP2758907A1 (en) 2014-07-30
CL2014000726A1 (es) 2015-05-04
US8838788B2 (en) 2014-09-16
SG11201400891VA (en) 2014-08-28
EP2758907A4 (en) 2015-02-25
CR20140137A (es) 2014-08-14
CO6970564A2 (es) 2014-06-13
CA2849642C (en) 2020-10-20
WO2013043423A1 (en) 2013-03-28
CA2849642A1 (en) 2013-03-28
BR112014007013A2 (pt) 2019-09-24
US20130077768A1 (en) 2013-03-28

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