1
Szlam Aleksander, Thomas R Buiel, Kirk L Somers, Charles L Warner II: Dynamic help option for internet customers. Aspect Software, Bourque & Associates P A, July 18, 2006: US07080321 (55 worldwide citation)

The invention determines when an Internet browsing customer should be provided assistance by monitoring factors such as the customer profile saved at the server or in cookies, the time a customer spends on particular web pages, errors in forms submitted by the customer, web pages repeatedly viewed b ...


2
Clare M Anderson, Andrew J Browne, Thomas M Chamberlain, Robert L Cox Jr, Michael P Walsh: TracM-task and resource automation for call center management. Aspect Software Incc, Bourgue & Assoc, May 16, 2006: US07046789 (26 worldwide citation)

A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources to be grouped into relationship profiles. A relationship key field corresponding to the relationship pr ...


3
Janardhanan Jawahar, Venkatachari Dilip: Methods and apparatus for enabling dynamic resource collaboration. Aspect Software, Schwegman Lundberg Woessner & Kluth P A, December 27, 2005: US06981256 (25 worldwide citation)

Methods and apparatus for enabling collaboration with web pages and other resources is described. A method includes the step of establishing a collaboration session between a first client and a second client. A requested resource is cached with the session host in response to a request having a firs ...


4
Glen Kazumi Okita, Suresh Kumar Agarwal, Alex Yiu Man Chan, Roy Sing Ho, Stanley Ka Hung Poon, Fung Wah Lin, Binu Thomas: Apparatus and method for extensible real-time workflows. Aspect Software, Husch Blackwell Sanders Welsh Katz, June 15, 2010: US07739325 (22 worldwide citation)

A method and apparatus for extensible real-time workflows are described. The present invention allows a user of a transaction processing system, such as a customer relationship management (CRM) tool or an automatic call distribution (ACD), for example, to easily add new event sources without recompi ...


5
Robert Thurston: Dynamic localization for documents using language setting. Aspect Software, Husch Blackwell Sanders Welsh & Katz, March 16, 2010: US07681127 (21 worldwide citation)

A method, for dynamic document localization, includes issuing a request for locale-neutral content, the request having a locale-neutral identifier. The locale-neutral content is received responsive to the request. Localized language content is built by applying a language setting for a current langu ...


6
John Rafter, Donald C Lewis, Jerry David Rawle, Mark Irwin, Suzanne Artemieff: Method and system for scheduling a customer service callback. Aspect Software, Husch Blackwell Sanders Welsh Katz, July 20, 2010: US07761323 (18 worldwide citation)

A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system (14) and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (14). The s ...


7
Aleksander Szlam: Remote access, emulation, and control of office equipment. Aspect Software, Bourque and Associates, January 29, 2008: US07324528 (13 worldwide citation)

A business has a main office (13) which has a controller (225), a plurality of telephones, a plurality of computers, a PBX and/or an ACD (216), and a plurality of corporate resources (220) such as servers, hosts, applications, databases, routers, gateways, switches, a voicemail system, an e-mail sys ...


8
Paul Thompson: Web assistant. Aspect Software, Husch Blackwell Sanders Welsh Katz, June 15, 2010: US07739329 (10 worldwide citation)

A method and apparatus for providing agent assistance to a client visiting a website of an organization. The method includes the steps of collecting contact information about the visit to the website by the client and connecting the client with an agent of the organization when the collected contact ...


9
Glenn Wilensky: Instant message contact router. Aspect Software, Husch Blackwell, July 5, 2011: US07975009 (10 worldwide citation)

A method and apparatus are provided for processing an instant message within a system having a plurality agents for handling the instant message. The method includes the step of a buffer sever detecting an arrival of the instant message. The method also includes the steps of sending the instant mess ...


10
Edward W Kuns, Biswajeet Mukherjee, Robert Owens: Method of unifying control of contact center system. Aspect Software, Husch Blackwell, August 27, 2013: US08520831 (10 worldwide citation)

A method and apparatus are provided for processing messages in a networked automatic contact distribution system having a plurality of computer processors. The method includes the steps of a processor of the plurality of processors receiving a configuration message, the processor determining a type ...