Glory Ltd.

Knowlagent, Inc.

Lisa Marie Foley

Matthew G A McConnell

John C C McIlwaine

Snehal Vashi

Douglas Wielard

Eric Blumthal

David Page

Robert L Beard

Russell Brackett

Rick Baggenstoss

Scott Richter

Jennifer C East

Rodney Smith

A banking device in accordance with the present disclosure includes processing circuitry that is configured to receive user authentication information from a mobile device of a user interacting with the mobile device. The user authentication information may include a token indicating that the user of the mobile device is authenticated. The processing circuitry is further configured to contact, in response to reception of the user authentication information a banking server to initiate a banking transaction; and initiate the banking transaction.

System and method for authenticating a user of a banking device

A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.

Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state

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Atlanta, GA, United States of America

Lisa Marie Foley