Avaya Inc.

Nortel Networks Corporation

Other

Cisco Technology, Inc.

Apple Inc.

Joseph Smyth

Tony McCormack

Neil O'Connor

Dawid Nowak

Paul D'Arcy

John McGreevy

Maciej Dabrowski

Ismael Rivera

Michael Hartman

Liam Patrick O'Gorman

Siobhán Dervan

Sean Burke

John Reilly

Thomas Eustace

Michelle Concannon

Brian Dal Bello

David O'Connell

Donal O'Murchu

Adeel Gilani

Patrick O'Sullivan

Niall Murphy

Cris Cristina

David O'connell

Donal O'murchu

A system and method that pre-configure a telecommunication path between two users across a network. A server communicates an Application Programming Interface (API) to a website of an entity which, when accessed by a first user at a remote terminal, loads the API into the user terminal, captures data representative of the interaction of the first user with the website in real time, and communicates the data across the network to the server. The server compares the data with stored attributes of second users to identify a matching second user. The data is analyzed and used to predict a successful outcome between the two users. The server selects a network address of the matched second user, and, upon initiation of a telecommunication with the entity by the first user, routes the telecommunication to the network address and communicates the data to a second terminal of the matched second user.

System and method for interaction routing by applying predictive analytics and machine learning to web and mobile application context

A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.

System and method for dynamic temporary groups

A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.

System and method for dynamic call traffic routing

System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.

System and method to use predicted agent state to optimize selection strategy

Techniques are provided for a client device accessing a host virtual desktop (HVD) server in a network. At the client device, a session is initiated with the HVD server to access a virtual desktop hosted by the HVD server. The client device launches via the virtual desktop a communications application hosted by the HVD server to cause the communications application to obtain communication identifier information from a communications manager server. The communication identifier information is forwarded from the HVD server to the client device. The client device registers with the communications manager server using the communication identifier information to enable the client device to take on a persona of a user that is associated with the communication identifier information.

Personalized phone registration based on virtual desktop infrastructure

A resource selection management computer system and method for selecting at least one agent for at least one communication session includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

System and method for agent selection in an enterprise

A self-configuring dynamic contact center including a plurality of resources, each resource associated with a set of attributes, a plurality of dynamic switches connected to the resources, a dynamic controller connected to the dynamic switches and configured to control the operation of the dynamic switches, and a routing engine connected to the dynamic controller. The routing engine is configured to utilize the dynamic controller and dynamic switches to determine the states of network paths between the dynamic switches, and is further configured to determine which of the resources are suitable to handle a contact based on requirements of the contact and the attributes of the resources, to determine which of the suitable resources is an optimal resource based on the requirements of the contact and the states of the network paths, and to utilize the dynamic controller and the dynamic switches to route the contact to the optimal resource.

Self-configuring dynamic contact center

Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.

Method of bootstrapping contact center

System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of the contact center, an expected wait time by the customer based upon historical contact information stored in a memory of the contact center; calculating an expected cost of queueing the customer for the expected wait time; and selecting the contact handling mode based upon the expected cost of queueing the customer.

System and method for cost-based automatic call distribution with statistically predictable wait time

Access to a resource in a virtual environment is controllably granted by:

Access to resources in a virtual environment

A host device receives from a user at a first client device a first login request for hosted virtual desktop (HVD) services. A first virtual desktop infrastructure (VDI) session is started upon receiving a valid first login request. A first unified communications (UC) session is established between the first client device and an endpoint device. A second login request is received from the user at a second client device, the second login request configured to request HVD services. A second VDI session is started to mediate an HVD session for the user upon receiving a valid second login request. A second UC session is established between the second client device and the endpoint device. A media communication session associated with the first UC session is transferred from the first client device to the second client device after the second VDI session is started and the second UC session is established.

Seamless hand-off of combined unified communications and virtual desktop infrastructure sessions

Instant messaging contacts received at a contact center are directed to a conference with other such contacts before being allocated to an agent. In this way, customers of the contact center are entertained while waiting and have the ability to resolve one another's problems, thereby reducing the load on the contact center's agents. In another aspect, automated instant messaging scripts interact with the customer to elucidate the nature of the customer contact before directing the contact to a human agent.

Managing instant messenger contacts at a contact center

Web-based telephony applications have recently been developed whereby a user is able to access a web-site and click on links or buttons in order to establish a voice over internet protocol telephone call from for example, his or her PC phone, to another user at another telephone terminal (PC phone or other suitable type of telephone). By enabling a web-based telephony application to receive URIs containing time information it is possible to enable telephone calls (including conference calls) to be initiated automatically at specified times or for feature keys on a user's telephone terminal to be programmed such that when activated at a particular time, a specified telephone call is initiated. In addition, URIs comprising time information may be used to set up 'follow-me' functionality whereby all calls to a particular user are directed to different pre-specified directory numbers depending on the time of day. In another example, URIs comprising time information are used to route calls to contact-center agents in order to reduce the burden on contact center routing applications. URIs comprising time information are also advantageously used to communicate information to other entities.

Establishing telephone calls at a specified future time using a URI and a web-based telephony application

A method of monitoring quality of service in communications over a packet-based network, involves transmitting test packets across the network and monitoring transmission characteristics such as packet loss and transmission delay for the test packets. A measure of network performance is then dynamically calculated from the transmission characteristics, and is displayed at the endpoint as a dynamic indication of the network performance.

Growing community of inventors

Galway, Ireland

Joseph Smyth