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Eric A Voit: Advanced intelligent network based computer architecture for concurrent delivery of voice and text data using failure management system. Bell Atlantic Network Services, Lowe Price LeBlanc & Becker, December 9, 1997: US05696809 (186 worldwide citation)

A system and method for concurrent delivery of voice and text data to a service agent including a failure management system using an advanced intelligent network based information distribution system is provided. The system includes a central office switching system, a network controller, at least o ...


2
Steven M Hoffberg: Agent training sensitive call routing system. Steven M Hoffberg Esq, Ostrolenk Faber, April 25, 2017: US09635177 (3 worldwide citation)

A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, ...