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Frank J Bogart, Andrew D Flockhart, Robin H Foster, Joylee E Kohler, Eugene P Mathews, Stephen L Skarzynski: Optimizing call-center performance by using predictive data to distribute agents among calls. Avaya Technology, David Volejnicek, December 19, 2000: US06163607 (371 worldwide citation)

Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a s ...


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Robert S Cooper, Jeff F McElroy, Walter Rolandi, Derek Sanders, Richard M Ulmer, Edward Peebles: Personal virtual assistant. Avaya Technology, Birch Stewart Kolasch & Birch, June 29, 2004: US06757362 (327 worldwide citation)

A computer-based virtual assistant the behavior of which can be changed by the user, comprising a voice user interface for inputting information into and receiving information from the virtual assistant by speech, a communications network, a virtual assistant application running on a remote computer ...


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Robert S Cooper, Jeff F McElroy, Walter Rolandi, Derek Sanders, Richard M Ulmer: Personal virtual assistant with semantic tagging. Avaya Technology, Brian K Dinicola, October 15, 2002: US06466654 (312 worldwide citation)

A computer based method for performing a command via a voice user interface on a subset of objects. The subset is selected from a set of objects, each having an object type. At least one taggable field is associated with the object type and has a corresponding value. The set of objects is stored in ...


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Robert Barron Price: Multi-tasking, web-based call center. AVAYA Technology, Blakely Sokoloff Taylor & Zafman, May 14, 2002: US06389132 (230 worldwide citation)

A system for a web-based call center to provide assistance to multiple simultaneous customers. The system includes at least one external communication pathway through which a customer can submit a request to the enterprise contact center. The enterprise contact center includes a pool of agents that ...


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Gary L Griffith, Wilfred E Lehder: Communication device having capability to convert between voice and text message. Avaya Technology, Patton Boggs, April 2, 2002: US06366651 (202 worldwide citation)

The communication device provides the capability to automatically convert between voice and text messages. This communication device enables the calling party to input a message in voice mode, then activate the communication device to automatically convert the message into a text message format for ...


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Keith R McFarlane, Andrew Derek Flockhart, Lucinda M Sanders, Paul L Richman, Darryl J Maxwell: System for integrating agent database access skills in call center agent assignment applications. Avaya Technology, Patton Boggs, September 17, 2002: US06453038 (193 worldwide citation)

The system for integrating agent database access skills in call center agent assignment applications dynamically generates data indicative of an agent's effective skill level by mapping the agent's acquired skills into their augmented skills representative of their ability to use the vario ...


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Sajit Bhaskaran, Abraham R Matthews: Dynamic load balancer for multiple network servers. Avaya Technology, David Volejnicek, July 29, 2003: US06601084 (185 worldwide citation)

The present invention provides methods and systems for balancing the load on a plurality of servers using a load balancing algorithm which continuously examines the loads on the plurality of servers and makes adjustments in the loads accordingly. Among the factors considered in the load balancing ar ...



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