Aspect Software, Incorporated

Gitsuite LLC

Jerry David Rawle

Donald C Lewis

John Rafter

Joseph Glaser

Mark Irwin

Suzanne Artemieff

A graphical user interface ('GUI') defined cursor displacement tool is provided for use on a touch-sensitive display or screen of a computing system. The GUI defined cursor displacement tool includes a first portion defining a cursor control handle, a second portion defining a cursor tip, and an offset visibly separating the cursor control handle and the cursor tip. The control handle is operable to synchronously move about the touch-sensitive screen with the cursor tip, at the offset from the cursor tip, to interact with screen graphics displayed on the touch-sensitive screen.

Graphical user interface defined cursor displacement tool

A method and apparatus are provided for presenting information to an agent of an organization. The method includes the steps of the organization detecting a contact with a client of the organization, classifying the contact based upon information delivered along with the contact and delivering the contact to the agent. The method further includes the steps of retrieving a set of reference key words and key words in context based upon the classification of the contact, detecting keywords and keywords in context from a dialog between the agent and client, matching at least some of the detected keywords and key words in context with the reference keywords and keywords in context, identifying information within a database based upon the matching and presenting the identified information to the agent.

Automatic contact center agent assistant

A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system () and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.

Growing community of inventors

Hendersonville, TN, United States of America

Jerry David Rawle