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Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Method and apparatus for determining and initiating interaction directionality within a multimedia communication center. Genesys Telecommunications Laboratories, Donald R Boys, Central Coast Patent Agency, January 2, 2001: US06170011 (439 worldwide citation)

A campaign module in a multimedia cal center has programmable dynamic campaign module (DCM) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function for monitoring interaction level of the MMCC according to programmed criteria, and comparing the ...


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Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Method and apparatus for determining and initiating interaction directionality within a multimedia communication center. Genesys Telecomm Lab, September 12, 2001: EP1131728-A1 (18 worldwide citation)

A campaign module in a multimedia call center (MMCC) has programmable dynamic campaign module (DCM 349) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function (367) for monitoring interaction level of the MMCC according to programmed criteria, ...


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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, ...


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Beck Christopher Clemmett Macleod, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Method and apparatus for determining and initiating interaction directionality within a multimedia communication center. Genesys Telecommunications Laboratories, BOYS Donald R, May 18, 2000: WO/2000/028425

A campaign module in a multimedia call center (MMCC) has programmable dynamic campaign module (DCM 349) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function (367) for monitoring interaction level of the MMCC according to programmed criteria, ...