West Corporation

Alorica Business Solutions, LLC

Kenneth A Marr

Joseph S Cox

Mark J Pettay

David C Mussman

Rodney J Kempkes

James V Frisbie

Michael Joseph Parmeley

Maureen A Mahoney

Mark D Helm

Brent Donald Hansen

Rodney L Bennett

Larry Trent Larson

April Lynn Peek

Eric A Grun

Chad Lynn Brockman

Steven J Medina

The illustrative embodiments described herein provide systems and methods for authenticating a customer in an online transaction. In one embodiment, a method includes initiating, in conjunction with an online transaction, an authentication query via a communication device associated with a customer in the online transaction, receiving customer authentication data from the communication device, sending the customer authentication data to a third-party authentication server to authenticate the customer using the customer authentication data, receiving a determination from the third-party authentication server whether the customer is authenticated, and allowing the online transaction to proceed in response to receiving the determination that the customer is authenticated.

Third-party authentication systems and methods

A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

Real-time monitoring of agent adherence

A system, method, and computer readable medium for maintaining a work schedule that comprises accepting a forecasted manpower requirement for zero or more agents, setting a recurring schedule for zero or more agents, summing the number of agents currently scheduled for an interval of time, determining a manpower availability based upon the summed current schedules, calculating a manpower delta between the forecasted manpower requirement and the determined manpower availability, offering an uptime adjustment to an agent not currently scheduled if the calculated manpower delta shows additional manpower is required, and offering a downtime adjustment to an agent currently scheduled if the calculated manpower delta shows less manpower is required.

Maintaining a work schedule

A system, method, and computer readable medium for authorization of independent agents for processing calls and distribution of calls to authorized agents are provided. An independent agent may purchase or otherwise acquire credits for leads related to commerce transactions. The credits may be maintained by a call center and accessed by a device responsible for routing calls to agents. Calls or other transactions leads may then be directed to the independent agent, and the independent agents credits may be deducted accordingly.

Method, medium, and system for providing leads to an agent in exchange for credits

A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, time keeping data and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

Systems, methods, and computer readable media for reporting on at least one aspect of respective performance of a plurality of agents. The methods can include receiving data representing respective performance parameters that pertain to the agents, storing the data for subsequent query and retrieval, receiving at least one query, retrieving at least some of the data in response to the query, and presenting at least one result of the query to the at least one user. Other aspects of the method enable management or supervisors to access data pertaining to teams or groups of agents, and drill-down to access data specific to the agents that comprise the various teams or groups. Systems and computer readable media are provided for practicing various aspects of the method.

Growing community of inventors

Ashland, NE, United States of America

Kenneth A Marr