| Patent | Date |
|---|
Interactive Contact Center Menu Traversal Via Text Stream Interaction
App 20220217221 - Yoakum; John H. ; et al. | 2022-07-07 |
Interactive contact center menu traversal via text stream interaction
Grant 11,310,337 - Yoakum , et al. April 19, 2 | 2022-04-19 |
System and method for guiding agents in an enterprise over aggregated interactions
Grant 11,283,924 - O'Connor , et al. March 22, 2 | 2022-03-22 |
Optimal resource and channel selection
Grant 10,785,371 - McCormack , et al. Sept | 2020-09-22 |
Contact center interactive text stream wait treatments
Grant 10,645,218 - Yoakum , et al. | 2020-05-05 |
System And Method For Managing Customer Interactions In An Enterprise
App 20200028967 - O'Connor; Neil ; et al. | 2020-01-23 |
Contact center administration via text stream interaction
Grant 10,477,019 - Yoakum , et al. Nov | 2019-11-12 |
System and method for managing customer interactions in an enterprise
Grant 10,469,662 - O'Connor , et al. No | 2019-11-05 |
Temporary access of a user profile
Grant 10,462,151 - McCormack , et al. Oc | 2019-10-29 |
System and method for routing work requests to a resource group of an enterprise
Grant 10,382,628 - O'Connor , et al. A | 2019-08-13 |
Microphone Monitoring And Analytics
App 20190141185 - Hodson; Jeffrey D. ; et al. | 2019-05-09 |
System and method for conversational configuration of applications
Grant 10,282,213 - O'Connor , et al. | 2019-05-07 |
Microphone monitoring and analytics
Grant 10,218,841 - Hodson , et al. Feb | 2019-02-26 |
Covert transmission of an assistance request message from a wearable device
Grant 10,154,391 - Yoakum , et al. Dec | 2018-12-11 |
System and method for providing agent assistance in contact centers
Grant 10,079,937 - Nowak , et al. September 18, 2 | 2018-09-18 |
System and method for selecting an agent in an enterprise
Grant 9,986,097 - Kirrane , et al. May 29, 2 | 2018-05-29 |
System And Method To Select A Resource In An Enterprise
App 20180124246 - O'Connor; Neil ; et al. | 2018-05-03 |
System and method for managing concurrent communications in a contact center
Grant 9,961,120 - Krishnan , et al. May 1, 2 | 2018-05-01 |
Integrating business performance activity with personal performance activity on a wearable device
Grant 9,912,814 - Yoakum , et al. March 6, 2 | 2018-03-06 |
System and method for guiding agents in an enterprise
Grant 9,883,032 - O'Connor , et al. January 30, 2 | 2018-01-30 |
System and method for managing resources
Grant 9,871,923 - Hickey , et al. January 16, 2 | 2018-01-16 |
Systems and methods for multichannel routing of work items in a contact center
Grant 9,826,095 - D'Arcy , et al. November 21, 2 | 2017-11-21 |
System and method for contact center routing of a customer based on media capabilities
Grant 9,781,268 - Flannery , et al. October 3, 2 | 2017-10-03 |
Instant text message conductor
Grant 9,699,121 - Yoakum , et al. July 4, 2 | 2017-07-04 |
System and method for dynamic suggestion of optimal course of action
Grant 9,699,256 - O'Connor , et al. July 4, 2 | 2017-07-04 |
Optimal Resource And Channel Selection
App 20170180554 - McCORMACK; Tony ; et al. | 2017-06-22 |
Management of contacts at contact centers
Grant 9,674,360 - Hartman , et al. June 6, 2 | 2017-06-06 |
Temporary Access Of A User Profile
App 20170142128 - McCORMACK; Tony ; et al. | 2017-05-18 |
System and method for managing conference calls
Grant 9,635,061 - McCormack , et al. April 25, 2 | 2017-04-25 |
System and method to use predicted agent state to optimize selection strategy
Grant 9,628,625 - Nowak , et al. April 18, 2 | 2017-04-18 |
System and method for prioritizing agent intervention into automated customer engagements
Grant 9,621,728 - McCormack , et al. April 11, 2 | 2017-04-11 |
Method and system for determining occupancy of resources in a multimodal contact center
Grant 9,591,134 - O'Connor , et al. March 7, 2 | 2017-03-07 |
Covert Transmission Of An Assistance Request Message From A Wearable Device
App 20170034680 - Yoakum; John H. ; et al. | 2017-02-02 |
Device, System, and Method for Automated Vehicle Guidance System
App 20170024671 - McCORMACK; Tony ; et al. | 2017-01-26 |
Microphone Monitoring And Analytics
App 20170006158 - Hodson; Jeffrey D. ; et al. | 2017-01-05 |
Integrating Business Performance Activity With Personal Performance Activity On A Wearable Device
App 20160381221 - Yoakum; John H. ; et al. | 2016-12-29 |
System and method for managing enterprise communications
Grant 9,525,776 - McCormack , et al. December 20, 2 | 2016-12-20 |
Business Metric Illumination Control
App 20160364672 - McCormack; Tony ; et al. | 2016-12-15 |
Presentation Of Business And Personal Performance Quantifiers Of A User
App 20160358114 - Yoakum; John H. ; et al. | 2016-12-08 |
Device, System, and Method for Team Continuity
App 20160321584 - MCCORMACK; Tony ; et al. | 2016-11-03 |
Device, System, and Method for Team Formation
App 20160321597 - McCORMACK; Tony ; et al. | 2016-11-03 |
Instant Text Message Conductor
App 20160323210 - Yoakum; John H. ; et al. | 2016-11-03 |
System and method for agent selection in an enterprise
Grant 9,473,639 - McCormack , et al. October 18, 2 | 2016-10-18 |
System And Method To Select A Resource In An Enterprise
App 20160295019 - O'Connor; Neil ; et al. | 2016-10-06 |
System and method for routing work requests in an enterprise
Grant 9,455,930 - McCormack , et al. September 27, 2 | 2016-09-27 |
System And Method For Managing Communication Sessions In An Enterprise
App 20160269258 - McGreevy; John ; et al. | 2016-09-15 |
Systems and methods for monitoring and prioritizing metrics with dynamic work issue reassignment
Grant 9,413,890 - McCormack , et al. August 9, 2 | 2016-08-09 |
System And Method For Managing Concurrent Communications In A Contact Center
App 20160212185 - Krishnan; Parameshwaran ; et al. | 2016-07-21 |
System And Method For Managing Enterprise Communications
App 20160198047 - McCormack; Tony ; et al. | 2016-07-07 |
Interactive Contact Center Menu Traversal Via Text Stream Interaction
App 20160191655 - Yoakum; John H. ; et al. | 2016-06-30 |
Contact Center Administration Via Text Stream Interaction
App 20160182718 - Yoakum; John H. ; et al. | 2016-06-23 |
System and method for optimizing agent login in a contact center
Grant 9,363,377 - Shaffer , et al. June 7, 2 | 2016-06-07 |
System And Method For Managing Allocation Of Resources
App 20160150085 - McCormack; Tony ; et al. | 2016-05-26 |
System And Method For Managing Resources
App 20160150084 - Hickey; James ; et al. | 2016-05-26 |
System And Method To Use Predicted Agent State To Optimize Selection Strategy
App 20160150087 - Nowak; Dawid ; et al. | 2016-05-26 |
Augmented Reality Supervisor Display
App 20160125652 - McCormack; Tony ; et al. | 2016-05-05 |
System And Method For Selecting An Agent In An Enterprise
App 20160127556 - Kirrane; Desmond ; et al. | 2016-05-05 |
System And Method For Agent Selection In An Enterprise
App 20160127557 - McCormack; Tony ; et al. | 2016-05-05 |
System And Method For Managing Resources Of An Enterprise
App 20160127553 - McCormack; Tony ; et al. | 2016-05-05 |
Contact Center Interactive Text Stream Wait Treatments
App 20160127544 - Yoakum; John H. ; et al. | 2016-05-05 |
System And Method For Selecting Agents To Improve Call Routing
App 20160112568 - Nowak; Dawid ; et al. | 2016-04-21 |
System And Method For Guiding Agents In An Enterprise Over Aggregated Interactions
App 20160080570 - O'Connor; Neil ; et al. | 2016-03-17 |
Method of Delivering Customer Contact Service to IPTV Viewer
App 20160057481 - O'Connor; Neil ; et al. | 2016-02-25 |
System And Method For Guiding Agents In An Enterprise
App 20160036975 - O'Connor; Neil ; et al. | 2016-02-04 |
System and method for modifying parameters in a contact center
Grant 9,237,234 - Shaffer , et al. January 12, 2 | 2016-01-12 |
System And Method For Managing Resources In An Enterprise
App 20160006871 - O'Connor; Neil ; et al. | 2016-01-07 |
System And Method For Routing Work Requests In An Enterprise
App 20150365342 - McCormack; Tony ; et al. | 2015-12-17 |
System And Method For Managing Customer Interactions In An Enterprise
App 20150358463 - O'Connor; Neil ; et al. | 2015-12-10 |
System And Method For Providing Agent Assistance In Contact Centers
App 20150350430 - Nowak; Dawid ; et al. | 2015-12-03 |
System And Method For Routing Work Requests To A Resource Group Of An Enterprise
App 20150350442 - O'Connor; Neil ; et al. | 2015-12-03 |
System And Method For Contact Center Routing Of A Customer Based On Media Capabilities
App 20150350445 - Flannery; Peter ; et al. | 2015-12-03 |
Dynamic redistribution of percent allocated calls during outages
Grant 9,197,580 - Uba , et al. November 24, 2 | 2015-11-24 |
Method And System For Determining Occupancy Of Resources In A Multimodal Contact Center
App 20150334233 - O'Connor; Neil ; et al. | 2015-11-19 |
System and method for calculating context-aware estimated wait time for customers
Grant 9,172,810 - McCormack , et al. October 27, 2 | 2015-10-27 |
Systems And Methods For Multichannel Routing Of Work Items In A Contact Center
App 20150207937 - D'Arcy; Paul ; et al. | 2015-07-23 |
Method of bootstrapping contact center
Grant 9,083,806 - McCormack , et al. July 14, 2 | 2015-07-14 |
Systems And Methods Of Managing Competing Business Goals Of A Contact Center
App 20150195404 - O'Connor; Neil ; et al. | 2015-07-09 |
Systems And Methods For Monitoring And Prioritizing Metrics With Dynamic Work Issue Reassignment
App 20150195405 - McCormack; Tony ; et al. | 2015-07-09 |
System And Method For Authenticating An Agent
App 20150170236 - O'Connor; Neil ; et al. | 2015-06-18 |
System And Method For Routing Work Requests To Minimize Energy Costs In A Distributed Computing System
App 20150128145 - Smyth; Joseph ; et al. | 2015-05-07 |
System and method for automatically managing participation at a meeting or conference
Grant 9,024,993 - Hession , et al. May 5, 2 | 2015-05-05 |
System and method for automated assignment of monitoring in a contact center
Grant 9,020,134 - McCormack , et al. April 28, 2 | 2015-04-28 |
Access to resources in a virtual environment
Grant 9,015,322 - McCormack , et al. April 21, 2 | 2015-04-21 |
System And Method For Prioritizing Agent Intervention Into Automated Customer Engagements
App 20150103995 - McCormack; Tony ; et al. | 2015-04-16 |
System And Method For Automated Assignment Of Monitoring In A Contact Center
App 20150098560 - McCormack; Tony ; et al. | 2015-04-09 |
Call prioritization methods in a call center
Grant 8,953,765 - O'Connor , et al. February 10, 2 | 2015-02-10 |
Method and apparatus for delegating a message
Grant 8,954,517 - Yoakum , et al. February 10, 2 | 2015-02-10 |
Method and system for optimizing performance within a contact center
Grant 8,948,369 - Shaffer , et al. February 3, 2 | 2015-02-03 |
Routing of web-based contacts
Grant 8,934,477 - McCormack , et al. January 13, 2 | 2015-01-13 |
Method for analysing an interactive voice response system
Grant 8,934,618 - Costello , et al. January 13, 2 | 2015-01-13 |
Peer to peer contact center
Grant 8,929,533 - McCormack , et al. January 6, 2 | 2015-01-06 |
System And Method For Calculating Context-aware Estimated Wait Time For Customers
App 20150003604 - McCormack; Tony ; et al. | 2015-01-01 |
Dynamic Redistribution Of Percent Allocated Calls During Outages
App 20150006947 - Uba; Gene Masaru ; et al. | 2015-01-01 |
Method and system for managing contacts in a contact center
Grant 08923501 - | 2014-12-30 |
Method and system for managing contacts in a contact center
Grant 8,923,501 - McCormack , et al. December 30, 2 | 2014-12-30 |
Method And System For Optimizing Performance Within A Contact Center
App 20140376710 - Shaffer; Shmuel ; et al. | 2014-12-25 |
System And Method For Modifying Parameters In A Contact Center
App 20140376709 - Shaffer; Shmuel ; et al. | 2014-12-25 |
System And Method For Optimizing Agent Login In A Contact Center
App 20140379890 - Shaffer; Shmuel ; et al. | 2014-12-25 |
System And Method For Conversational Configuration Of Applications
App 20140358549 - O'Connor; Neil ; et al. | 2014-12-04 |
System and method for enhancing self-service security applications
Grant 8,881,245 - O'Connor , et al. November 4, 2 | 2014-11-04 |
Call Prioritization Methods In A Call Center
App 20140321635 - O'CONNOR; Neil ; et al. | 2014-10-30 |
System and method for notifying participants of topics in an ongoing meeting or conference
Grant 8,849,907 - Hession , et al. September 30, 2 | 2014-09-30 |
System And Method For Managing Conference Calls
App 20140289326 - McCormack; Tony ; et al. | 2014-09-25 |
System And Method For Identifying And Engaging Collaboration Opportunities
App 20140278951 - O'Connor; Neil ; et al. | 2014-09-18 |
Collaboration management tools for contact centers
Grant 8,806,356 - McCormack , et al. August 12, 2 | 2014-08-12 |
System And Method For Automating And Improving Self Service Experience
App 20140156326 - D'Arcy; Paul ; et al. | 2014-06-05 |
System And Method For Dynamic Suggestion Of Optimal Course Of Action
App 20140095681 - O'Connor; Neil ; et al. | 2014-04-03 |
System And Method For Enhancing Self-service Security Applications
App 20140096196 - O'Connor; Neil ; et al. | 2014-04-03 |
System And Method Of Improving Contact Center Supervisor Decision Making
App 20140095268 - O'Connor; Neil ; et al. | 2014-04-03 |
Method Of Bootstrapping Contact Center
App 20140093062 - McCormack; Tony ; et al. | 2014-04-03 |
Management Of Queues In Contact Centres
App 20140086405 - McCORMACK; Tony ; et al. | 2014-03-27 |
Management Of Contacts At Contact Centers
App 20130282744 - Hartman; Michael ; et al. | 2013-10-24 |
Method and system for replaying a portion of a multi-party audio interaction
Grant 8,547,880 - Yoakum , et al. October 1, 2 | 2013-10-01 |
Graphical representation of definitions of statistics
Grant 8,443,295 - D'Arcy , et al. May 14, 2 | 2013-05-14 |
Collaboration Management Tools For Contact Centers
App 20130111357 - McCormack; Tony ; et al. | 2013-05-02 |
Representations of communications sessions in virtual environments
Grant 8,434,004 - Hartman , et al. April 30, 2 | 2013-04-30 |
Establishing telephone calls at a specified future time using a URI and a web-based telephony application
Grant 8,402,088 - McCormack , et al. March 19, 2 | 2013-03-19 |
Indexing recordings of telephony sessions
Grant 8,379,819 - Diskin , et al. February 19, 2 | 2013-02-19 |
Method And System For Managing Contacts In A Contact Center
App 20130030854 - McCormack; Tony ; et al. | 2013-01-31 |
Methods and systems for monitoring contact sessions of a contact center
Grant 8,363,817 - McCormack , et al. January 29, 2 | 2013-01-29 |
Method and system for aurally positioning voice signals in a contact center environment
Grant 8,363,810 - Yoakum , et al. January 29, 2 | 2013-01-29 |
Contact center integration into virtual environments
Grant 8,301,474 - Hartman , et al. October 30, 2 | 2012-10-30 |
Call Prioritization Methods in a Call Center
App 20120252528 - O'Connor; Neil ; et al. | 2012-10-04 |
Call prioritization methods in a call center
Grant 8,229,100 - O'Connor , et al. July 24, 2 | 2012-07-24 |
Method And Apparatus For Delegating A Message
App 20120173631 - Yoakum; John H. ; et al. | 2012-07-05 |
System and Method for Automatically Managing Participation at a Meeting or Conference
App 20120158848 - Hession; Patrick ; et al. | 2012-06-21 |
Semantic contact center management
Grant 8,180,044 - McCormack , et al. May 15, 2 | 2012-05-15 |
Methods And Systems For Monitoring Contact Sessions Of A Contact Center
App 20120093306 - McCormack; Tony ; et al. | 2012-04-19 |
Method and system for controlling audio in a collaboration environment
Grant 8,144,633 - Yoakum , et al. March 27, 2 | 2012-03-27 |
System and method for automatically managing participation at a meeting
Grant 8,121,269 - Hession , et al. February 21, 2 | 2012-02-21 |
Collaboration Agent
App 20120036194 - Whynot; Stephen ; et al. | 2012-02-09 |
Management of Queues in Contact Centres
App 20110283000 - McCormack; Tony ; et al. | 2011-11-17 |
Collaboration agent
Grant 8,060,563 - Whynot , et al. November 15, 2 | 2011-11-15 |
Management of queues in contact centres
Grant 8,010,607 - McCormack , et al. August 30, 2 | 2011-08-30 |
Method And System For Replaying A Portion Of A Multi-party Audio Interaction
App 20110077755 - Yoakum; John H. ; et al. | 2011-03-31 |
Method And System For Controlling Audio In A Collaboration Environment
App 20110069643 - Yoakum; John H. ; et al. | 2011-03-24 |
Data messaging during telephony calls
Grant 7,912,207 - McCormack , et al. March 22, 2 | 2011-03-22 |
Managing statistical information in a contact center
Grant 7,912,209 - McCormack , et al. March 22, 2 | 2011-03-22 |
Method And System For Aurally Positioning Voice Signals In A Contact Center Environment
App 20110058662 - Yoakum; John H. ; et al. | 2011-03-10 |
Analysis of Packet-Based Video Content
App 20100333158 - McCormack; Tony ; et al. | 2010-12-30 |
Representations Of Communications Sessions In Virtual Environments
App 20100313147 - Hartman; Michael ; et al. | 2010-12-09 |
Contact Center Integration Into Virtual Environments
App 20100306021 - O'Connor; Neil ; et al. | 2010-12-02 |
Direction of communications sessions to contact centers
Grant 7,822,019 - Kelly , et al. October 26, 2 | 2010-10-26 |
Method and system for management of queues in contact centers
Grant 7,796,747 - McCormack , et al. September 14, 2 | 2010-09-14 |
Contact center
Grant 7,769,161 - Hession , et al. August 3, 2 | 2010-08-03 |
Access to resources in a virtual environment
App 20100169486 - McCormack; Tony ; et al. | 2010-07-01 |
Location-based queuing
App 20100169147 - McCormack; Tony ; et al. | 2010-07-01 |
Collaboration Agent
App 20100169418 - Whynot; Stephen ; et al. | 2010-07-01 |
Method for Analysing an Interactive Voice Response System
App 20100166158 - Costello; John ; et al. | 2010-07-01 |
Indexing recordings of telephony sessions
App 20100158204 - Diskin; Alan ; et al. | 2010-06-24 |
Dynamic Customization Of A Virtual World
App 20100162121 - Yoakum; John H. ; et al. | 2010-06-24 |
Method and Apparatus for Monitoring Contact Center Performance
App 20100158237 - McCormack; Tony ; et al. | 2010-06-24 |
Method of Delivering Customer Contact Service to IPTV Viewer
App 20100011295 - O'Connor; Neil ; et al. | 2010-01-14 |
Routing Of Web-based Contacts
App 20090210524 - McCormack; Tony ; et al. | 2009-08-20 |
Distribution of packets to multiple addresses
Grant 7,570,629 - McCormack , et al. August 4, 2 | 2009-08-04 |
Managing a communications system by offering participants the opportunity to respond to requests submitted by other participants
Grant 7,570,606 - McCormack , et al. August 4, 2 | 2009-08-04 |
Management of contacts in a network of contact centers
Grant 7,519,626 - McCormack , et al. April 14, 2 | 2009-04-14 |
Methods of monitoring communications sessions in a contact centre
Grant 7,457,404 - Hession , et al. November 25, 2 | 2008-11-25 |
Directing contacts between an end user and a contact center agent
Grant 7,403,607 - Hession , et al. July 22, 2 | 2008-07-22 |
Peer to Peer Contact Center
App 20080123839 - McCormack; Tony ; et al. | 2008-05-29 |
Call Prioritization Methods in a Call Center
App 20080095354 - O'Connor; Neil ; et al. | 2008-04-24 |
Direction of Communications Sessions to Contact Centers
App 20080080506 - Kelly; Paul ; et al. | 2008-04-03 |
Processing of communication session request messages
Grant 7,313,131 - O'Connor , et al. December 25, 2 | 2007-12-25 |
Multi-media contact center
Grant 7,272,223 - McCormack , et al. September 18, 2 | 2007-09-18 |
Data messaging during telephony calls
App 20070140442 - McCormack; Tony ; et al. | 2007-06-21 |
Dynamic interactions in a communications system
App 20070140467 - McCormack; Tony ; et al. | 2007-06-21 |
Method and apparatus for initiating telephony contact
Grant 7,139,381 - McCormack November 21, 2 | 2006-11-21 |
Methods of controlling video signals in a video conference
Grant 7,007,098 - Smyth , et al. February 28, 2 | 2006-02-28 |
Management of contacts in a network of contact centers
App 20050240594 - McCormack, Tony ; et al. | 2005-10-27 |
Generation and processing of statistical information
Grant 6,917,898 - Kirubalaratnam , et al. July 12, 2 | 2005-07-12 |
Directing contacts between an end user and a contact center agent
App 20050135335 - Hession, Patrick ; et al. | 2005-06-23 |
Management of queues in contact centres
App 20050044129 - McCormack, Tony ; et al. | 2005-02-24 |
Provision of media content to telephony callers on-hold
Grant 6,853,719 - McCormack , et al. February 8, 2 | 2005-02-08 |
Processing of communication session request messages
App 20040213209 - O'Connor, Neil ; et al. | 2004-10-28 |
Multi-media contact center
App 20040203679 - McCormack, Tony ; et al. | 2004-10-14 |
Method and system for simulating activity in a contact centre
App 20040191735 - McCormack, Tony | 2004-09-30 |
Routing of web-based contacts
App 20040120316 - McCormack, Tony ; et al. | 2004-06-24 |
Determining statistics about the behavior of a call center at a past time instant
Grant 6,754,331 - McCormack June 22, 2 | 2004-06-22 |
Determining statistics about the behaviour of a call center at a past time instant
App 20040057416 - McCormack, Tony | 2004-03-25 |
Method and apparatus for initiating telephony contact
App 20030235288 - McCormack, Tony | 2003-12-25 |
Monitoring quality of service in a packet-based network
App 20030185210 - McCormack, Tony | 2003-10-02 |
Establishing telephone calls at specified times
App 20020188680 - McCormack, Tony ; et al. | 2002-12-12 |
Provision of media content to telephony callers on-hold
App 20020136384 - McCormack, Tony ; et al. | 2002-09-26 |
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