Noble Systems Corporation

Noble Systems Coporation

Jason P Ouimette

Karl H Koster

Christopher S Haggerty

Ellwood I Neuer, Iii

James K Noble, Jr

Jason S Conner

Deborah L Nilsen

Chad Hitchcock

Marcin Pycko

Rajesh S Daddi

Denney A Burkholder

Parimal R Patel

Eyob Mekonnen

Jennifer L Blackwell

Brian T Lillard

Juderic Trinidad

Steven K Mammen

Charles S Mathis

Howard S Leary

Bryan T Lillard

Joshua A Wilsie

Ellwood I Neuer

A secure payment agent assist ('SPAA') feature provides assistance to a contact center agent during a transaction involving sensitive information, where the sensitive information provided by the remote party is maintained in secure manner, so that the agent is not exposed to it. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a 'recollect' and &#x201c;cancel&#x201d; function during the transaction. The pop-up window also provides information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (&#x201c;IVR&#x201d;) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.

Providing improved contact center agent assistance during a secure transaction involving an interactive voice response unit

A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.

Originating group text calls in a contact center

An enhanced abandoned call recovery ('E-ACR') process allows certain abandoned calls to be eligible for a callback call. An E-ACR assignment point defines which abandoned calls in an inbound campaign or interactive voice response ('IVR') menu are eligible to be processed to determine whether the E-ACR callback should occur. The determination of whether a callback occurs involves various compliance tests, such as ensuring calling window, call attempts, and other regulatory concerns are addressed. Once a callback is determined to occur, it is associated with a specific campaign to ensure the called party is provided with agents having the skill set as defined for that assignment point. In this manner, only eligible callers receive an E-ACR callback, and further receive the callback in a compliant manner and handled by the same skill set of agents as would have been allocated to the caller had they not abandoned their call.

Enhanced abandoned call recovery for a contact center

A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface ('GUI') to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

Communication management system for supporting multiple agent communications sessions in a contact center

A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface ('GUI') to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session identifier, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

Graphical user interface for managing multiple agent communication sessions in a contact center

In various embodiments, a predictive dialer in a contact center is managed by a Communication Attempt Management System ('CAMS') that manages the total number of communications attempts, including voice calls, originated to an individual associated with an account within a period of time. In particular embodiments, a list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts which have exceeded a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the predictive dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the predictive dialer.

Communication attempts management system for managing a predictive dialer in a contact center

A secure payment agent assist ('SPAA') feature provides assistance to a contact center agent during a payment transaction, where payment information provided by the remote party is maintained in secure manner, so that the agent is not exposed to the payment information. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a 'recollect' and &#x201c;cancel&#x201d; function during the transaction. The pop-up window also provide information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (&#x201c;IVR&#x201d;) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.

Communication management system for supporting multiple agent communication sessions in a contact center

Answering machine detection ('AMD') processes in a contact center are improved by obtaining and storing AMD meta-data about a known greeting from an automatic voice messaging capability ('AVMC') on a telephone call to a known number. The AMD meta-data is used in subsequent calls to that known number and the greeting detected is analyzed using the AMD meta-data to make a comparison determination if AMD meta-data obtained from the current greeting matches that stored so as to determine whether the current greeting originated from an AVMC or from a live person. In certain embodiments, a real-time speech analytics (&#x201c;RTSA&#x201d;) system is used for processing the greeting to obtain the AMD meta-data which is stored and used when comparing subsequently obtained AMD meta-data. Calls to telephone numbers for which there is no stored AMD meta-data results in analyzing the greeting in order to obtain and store AMD meta-data.

Answering machine detection ('AMD') for a contact center by using AMD meta-data

A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, the call record can be processed to originate a SMS text call, where the agent also determines when the call originates. In each embodiment, the agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. Once the dialing mode is selected, it may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.

Originating calls in a contact center either in a voice dialing mode or a text dialing mode

Various embodiments of the invention provide methods, systems, and computer program products for providing near real-time feedback to an originating agent on one or more instances initiated by the originating agent during a text-based communication being conducted between the originating agent and a remote party. In various embodiments, a determination is made that the one or more instances initiated by the originating agent for the text-based communication require verification and as a result, a verification agent is located to review the instances before they are delivered to the remote party. Accordingly, upon the verification agent editing the text of one of the instances, the instance is delivered to the remote party displaying the edited text and the edited text is also displayed to the originating agent at virtually the same time to provide the originating agent with near real-time feedback on the instance.

Growing community of inventors

Berkeley Lake, GA, United States of America

Jason P Ouimette