Incontact Inc.

Nice Ltd

Matthew Lawrence Page

Brian Minert

Christopher Garn Seaman

Adam Samuel Horrocks

David Owen Peterson

Shane Michael Kelly

Nicholas Bauer Ramond

Jason Lowry

Taylor Henry White

Nathan Edwin Boden

Kacie Mayberry

Sean Arlington Kirkby

Nicholas Ian Terry

Aric Whitaker

Michael Keith Johnson

Owen Edwin Graupman

Scott Karl Curtis

A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.

Systems and methods for distinguishing audio using positional information

Methods for routing customers to an agent include receiving a communication from a customer; assigning or retrieving a plurality of mandatory and optional customer attributes; matching the plurality of mandatory and optional customer attributes to a plurality of attributes of available agents; calculating a first affinity score for each available agent that possesses the mandatory customer attributes; determining for each available agent a number of attributes matching the optional customer attributes; ranking the available agents based on the number of matched optional customer attributes; selecting a predetermined number of available agents from the ranked available agents; calculating a second affinity score for each of the selected predetermined number of available agents; combining the first affinity and second affinity score; determining which available agent has the highest combined first affinity and second affinity score; and routing the communication to the available agent having the highest combined score.

Multi-dimensional attribute-based routing

Methods and systems for reducing latency during conference calls are provided. The method and system can involve a conference call coordinator that evaluates the regions of participants in the call each time a call is added or dropped and transfers the conference call to a media server in the appropriate region.

Systems and methods for dynamic latency reduction for conferencing

A contact center augmented reality system may include a supervisor device, a location tracker, a state monitor, and an augmenter. The supervisor device may include a display to augment a supervisor view of the contact center. The location tracker may monitor agent locations in the contact center and may monitor the supervisor device location in the contact center. The state monitor may monitor a state of agents of the contact center. The augmenter may instruct the display of the supervisor device to display an agent-state augmentation artifact such that a state of a first agent of the contact center is displayed at a location associated with the first agent.

System and method for contact center augmented reality

Methods and apparatus for improving a contact with a customer in a contact handling system by introducing a slower expected communication rate to the contact are disclosed. The method can include communication via a first media having a first communication rate. The method can include ceasing communication via the first media. The method can include beginning communication via a second media having a second communication rate slower than the first communication rate. The method can further include ceasing communication via the second media and beginning communication via a third media having a third communication rate faster than the second communication rate.

Systems and methods of introducing beneficial communication latency in contact handling systems

Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media.

Systems and methods of parallel media communication in contact handling systems

Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.

Systems and methods of contact monitoring

Methods and apparatus for automatically prioritizing contacts in a contact handling system for the purpose of monitoring are disclosed. The method can include a plurality of contacts, each contact being associated with a particular agent and a particular customer. The method can include comparing an attribute associated with each contact to a priority factor. The method can include assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute. The method can include presenting a first contact of the plurality of contacts to a supervisor at a supervisor workstation based on the priority assigned each contact. The method can include displaying a representation of the first contact at a display associated with the supervisor workstation.

Systems and methods of supervising contacts

A multi-tiered communication system for minimizing communication latency for a caller in a remote location who initiates contact with a local data center. The system includes a local data center located in a first location including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the local data center. The system also includes a remote media server located in a second location. The remote media server is configured to route an incoming call from the caller to the local data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. The agent is located in one of the second location or a third location that is substantially closer to the second location than the first location. Having the local data center in the first location enables the IVR message to be received by the caller after a period of expected delay and having the remote media server in the second or third location enables the real-time communication between the caller and the agent to be within an acceptable latency.

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Sandy, UT, United States of America

Matthew Lawrence Page