Aspect Software, Incorporated

Other

Genesys Telecommunications Laboratories, Inc.

James Harmon Barnett

Mark David Scott

Derek Barnes

Ramesh V Pattabhiraman

Andrey V Ryabchun

Michael Ely

Mark E Scott

Robert C Owens

Malcom B Strandberg

Mark Scott

A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.

Interaction management system and methods of use

A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

System for interacting with a web visitor

A method and apparatus are provided for handling contact requests among a plurality of dissimilar automatic contact distributors. The method includes the steps of providing a plurality of workflows scripts, translating each of the plurality of workflows scripts into a respective native language of each of the plurality of dissimilar automatic contact distributors. The method further includes the steps of tendering a request for a contact to the plurality of dissimilar automatic contact distributors, selecting a automatic contact distributor of the plurality of dissimilar automatic contact distributors to handle the contact based upon a response from at least some of the plurality of dissimilar automatic contact distributors and transferring the contact to the selected automatic contact distributor.

Single workflow for colloborative network routing over heteogeneous system

A method and apparatus are provided for operating a plurality of call center products. The method includes the steps of providing an enterprise administration server and disposing a respective terminal adapter between the enterprise administration server and each of the plurality of call center products. The method further includes the steps of a terminal adapter of a call center of the plurality of call center products receiving a database instruction from the enterprise administration server; the terminal adapter mapping a database instruction between a protocol of the enterprise administration server and a protocol of the call center product and the call center product executing the instruction.

Unified command and control of a multiplicity of heterogeneous systems supporting call center functionality

A method and apparatus for routing contacts within an automatic contact distribution system having a plurality of automatic contact distributors. The method includes the steps of receiving a request for contact from a human client through a public communication system and randomly tendering the contact request to some subset of the plurality of automatic contact distributors.

Network router for heterogeneous ACD system

The computer-implemented method includes automatically determining typical behavior pertaining to at least one system parameter of a contact management system. The typical behavior is determined from performance data of the contact management system captured over a first predetermined time period. A deviation from the typical behavior of at least one system parameter of the contact management system is automatically reported.

Automated performance monitoring for contact management system

Method, apparatus and systems provide reversible logic for widget and markup language generation. In some embodiments, a method includes receiving one or more widgets. The method also includes generating first markup language code having semantics that are independent of a description of the one or more widgets. The method includes receiving second markup language code. The method also includes generating the one or more widgets based on the second markup language code.

Growing community of inventors

Auburndale, MA, United States of America

James Harmon Barnett