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AssigneeAcuity Software
InventorsAndrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.
An automatic call distribution system for transferring information between customers and agents, the automatic call distribution system comprising:
An automatic call distribution system for transferring information between customers and agents, wherein information is transferred via a communication line, wherein a “call” is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising:
An automatic call distribution system for transferring information between customers and agents, comprising a selection control responsive to a customer's selection to indicate a preferred mode of communication.
An automatic call distribution system, wherein information is transferred via a communication line, wherein a “call” is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising:
An automatic call distribution system, wherein information is transferred via a communication line, wherein a “call” is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising:
An automatic call distribution system, wherein information is transferred via a communication line, wherein a “call” is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising:
An automatic call distribution system, wherein calls are assigned to agents communicating with a caller via different communication types, the automatic call distribution system comprising:
An automatic call distribution system, wherein calls are assigned to lines of different communication types, the automatic call distribution system comprising:
An automatic call distribution system, wherein calls are assigned to lines of different communication types, the automatic call distribution system comprising:
An automatic call distribution system, wherein calls are assigned to lines of different communication types, the automatic call distribution system comprising:
An automatic call distribution system comprising:
An automatic call distribution system for transferring information between customers and agents, wherein information is transferred via a communication line, wherein a “call” is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising:
An automatic call distribution sytem, comprising an agent computer system operated by a human agent for communication with a customer;
An automatic call distribution system, comprising:
An agent interface for an agent in a call center, wherein the call center places a customer in communication with the agent, the interface comprising
An agent interface for an agent in a call center, wherein the call center places a customer in communication with the agent, the interface comprising
Dependencies are inferred from the claim text.