BLENDING COMMUNICATIONS IN A CALL CENTER

Patent №

US 6,463,148

Granted

2002-10-08

Filed 2000

Owner

APROPROS TECHNOLOGY

+1 more

Lab

—

AI components

planning

Assignment

Recorded

Dataset

AIPD

2023_r1 edition

Application

09685033

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A call processor in a call center provides agents with enhanced ability to handle multiple types of communications in a consistent manner. Information related to communications received by the call processor are displayed to agents in the call center in queue lists. Agents can select calls for further processing from the information presented in the queue lists.

PlanningH04M 3/5183H04M 3/42323H04M 3/523H04M 3/5158H04M 3/5233H04M 3/5237H04M 2203/4509H04Q 2213/13072+4 more

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AI classification

Planning0.88

Knowledge representation0.05

Natural language0.03

AI hardware0.01

Machine learning0.01

Evolutionary computation0.00

Speech0.00

Vision0.00

Ownership

APROPROS TECHNOLOGY

assignment · 117930259

APROPOS TECHNOLOGY, INC.

correct · 213280454

Assignors

BRADY, PATRICK K.

On an employer assignment, the assignors are typically the inventors.

Cites (8)

METHOD FOR TELEPHONY CALL BLENDINGUS 5,991,393 · 1999 SYSTEM FOR COORDINATING COMMUNICATIONS VIA CUSTOMER CONTACT CHANNEL CHANGING SYSTEM USING CALL CENTRE FOR SETTING UP THE CALL BETWEEN CUSTOMER AND AN AVAILABLE HELP AGENTUS 5,884,032 · 1999 SYSTEM, DATA PROCESSING METHOD AND PROGRAM TO PROVIDE A PROGRAMMABLE INTERFACE BETWEEN A WORKSTATION AND AN ARCHIVE SERVER TO AUTOMATICALLY STORE TELEPHONE TRANSACTION INFORMATIONUS 5,402,474 · 1995 SYSTEM AND METHOD FOR CONTROLLING OUTBOUND AND INBOUND CALLS IN A TELEPHONE COMMUNICATION SYSTEMUS 5,247,569 · 1993 METHOD AND APPARATUS FOR DYNAMIC AND INTERDEPENDENT PROCESSING OF INBOUND CALLS AND OUTBOUND CALLSUS 5,214,688 · 1993 INTERACTIVE TELEPHONE OPERATOR TERMINALUS 5,210,789 · 1993 CUSTOMER PROGRAMMABLE AUTOMATED INTEGRATED VOICE/DATA TECHNIQUE FOR COMMUNICATION SYSTEMSUS 5,001,710 · 1991 METHOD AND APPARATUS FOR GENERATING COMPUTER-CONTROLLED INTERACTIVE VOICE SERVICESUS 4,785,408 · 1988

Cited by (87)

SYSTEMS AND METHODS FOR ASSIGNING CONTACTS IN A BLENDED CONTACT CENTERUS 11,516,344 · 2022 Agent driven media-agnostic work item grouping and sharing over a consult mediumUS 10,572,879 · 2020 Premises Enabled Mobile Kiosk, Using Customers' Mobile Communication DeviceUS 10,375,244 · 2019 Method and Communications Arrangement for Operating a Communications ConnectionUS 10,356,246 · 2019 Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center

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