Incontact Inc.

Bryan Pino

Brian Minert

David Owen Peterson

Nicholas Bauer Ramond

Derick Rodney Walburger

Rix Allan Ryskamp

Kacie Mayberry

Chris Seaman

Mark Erik Rasi-Koskinen

Tim Harris

Systems and methods for synchronizing data between a communications management system and data management system. In some implementations, contact data may be requested from a data management system external to and/or operated by a distinct entity with respect to a communications management system. The requested contact data may be received at the communications management system and the communications management system may be used to establish a communication using at least one contact from the requested contact data. The requested contact data may be updated using data generated during the communication and then updated contact data may be transmitted to the data management system to synchronize the two systems.

Systems and methods for data synchronization management between call centers and CRM systems

A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call from a caller and assigning the caller to a position in an on-hold queue when the caller is placed on-hold by the automated call distribution system. A placeholder for the caller may then be assigned in the on-hold queue when the caller disconnects with the automated call distribution system. The placeholder corresponds to the position of the caller in the on-hold queue and is associated with a caller identifier. The method further includes receiving a second incoming call from the caller and associating the second incoming call with the caller identifier. It is then determined that the caller is associated with the placeholder. The caller is placed back into the on-hold queue at the position of the placeholder.

Restoration of a caller to a previous place in an on-hold queue

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Riverton, UT, United States of America

Bryan Pino