1
Karl H Koster: Method and system for routing calls to a wireless telecommunications services platform. BellSouth Corporation, James L Ewing IV Esq, Nora M Tocups Esq, Kilpartrick Stockton, March 12, 2002: US06356756 (59 worldwide citation)

A method and system for routing calls to a wireless platform uses local number portability searches to achieve advanced intelligent network capabilities. The method and system of the present invention “ports” wireless subscriber numbers to a number for a platform providing a specific service. When a ...


2
Karl H Koster: Method and system for providing local number portability in a wireless telecommunications environment. BellSouth Intellectual Property Corporatio, Nora M Tocups, James L Ewing V, Kilpatrick Stockton, May 29, 2001: US06240293 (51 worldwide citation)

A system for processing wireless calls allows subscribers to port from one wireless service provider to another. Each mobile switching center stores a table containing a list of office codes for various directory numbers. Each office code in the table has a corresponding entry that indicates the por ...


3
Karl H Koster: Method and apparatus for implementing international wireless roaming. BellSouth Intellectual Property Corporation, James L Ewing IV Esq, Nora M Tocups Esq, Kirkpatrick Stockton, July 10, 2001: US06259914 (37 worldwide citation)

A method and apparatus for implementing international wireless roaming allows an international “roamer” to enter a visited system in a foreign country and originate calls. Upon entering the visited region, the roamer's mobile station initiates a registration request containing the mobile statio ...


4
Karl H Koster, Christopher S Haggerty: Communication analytics training management system for call center agents. February 11, 2014: US08649499 (34 worldwide citation)

Technologies are generally presented herein pertaining to identifying a training topic for agents at a contact center. In various embodiments, these technologies comprise performing an analysis on communications conducted between agents at the contact center and contact parties over a time period. I ...


5
Karl H Koster, Christopher S Haggerty: Contact center speech analytics system having multiple speech analytics engines. Noble Systems Corporation, April 21, 2015: US09014364 (22 worldwide citation)

Various embodiments of the invention provide methods, systems, and computer-program products for providing a plurality of speech analytics engines in a speech analytics module for detecting semantic and non-semantic speech characteristics in the audio of a call involving an agent in a contact center ...


6
Christopher S Haggerty, Karl H Koster: Multi-component viewing tool for contact center agents. Noble Systems Corporation, September 17, 2013: US08537983 (15 worldwide citation)

Various embodiments of the invention provide a tool for reviewing the content of communications conducted between parties. A communication is analyzed between a first and second party to determine the words present. A set of keywords are developed that represent a subset of the words determined to b ...


7
James K Noble Jr, Karl H Koster: Non-scheduled training for an agent in a call center. Noble Systems Corporation, July 16, 2013: US08488769 (13 worldwide citation)

Call center agent training is provided on a non-scheduled basis and is characterized as having a duration that is less than a scheduling interval used to schedule the agent for their work shift, as well as schedule other activities in the work shift. The delivery of snippet training content may be t ...


8
Marcin Pycko, Ruby A Fields, Karl H Koster: Protecting sensitive information provided by a party to a contact center. Noble Systems Corporation, September 9, 2014: US08831204 (11 worldwide citation)

A secure three-way bridge in a SIP-based processing switch protects sensitive information provided by a party during a call with an agent in a contact center. During the call, the agent may bridge an interactive voice response system (“IVR”) onto the call using the secure three-way bridge so that th ...


9
Teresa Gudger, Karl H Koster: Dialing wireless skip-trace numbers in a contact center. NOBLE SYSTEMS CORPORATION, May 19, 2015: US09037119 (8 worldwide citation)

A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is obsolete, e.g., the number has been reassigned to a new subscriber. A purportedly current number (called a ‘skip-trace’ number) may be obtained for the debtor, which may be a wireles ...


10
Karl H Koster, Jennifer L Blackwell, Jason P Ouimette: Management system for using speech analytics to enhance contact center agent conformance. NOBLE SYSTEMS CORPORATION, December 29, 2015: US09225833 (7 worldwide citation)

A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics com ...