State Farm Mutual Automobile Insurance Company

Randall J Kirchner

Aaron C Kammeyer

Christopher L Ward

Louis A Littell

Steve Schierholz

Alex George Sarris

Troy Steffen

William T Malone

William G Baker

Nancy Warden

Joseph Waldmann

Matthew Jeffrey Wilkens

Shawn Everly

Matthew Jared Schroeder

A computer system including a processor in communication with a memory and a database may be provided. The processor may be programmed to: (i) execute a query on the database including a list of user identifiers associated with a plurality of users, (ii) receive license data associated with the user identifiers including a list of licenses and respective license renewal data associated with each user, (iii) determine, from the license data, that one or more licenses of a group of users is in a renewal period, (iv) notify each user of the group of users of the one or more licenses in the renewal period, (v) pre-populate a license renewal application for the one or more licenses in the renewal period the group of users, (vi) transmit the pre-populated application to be approved by the group of users, and (vii) receive the approved pre-populated application from the group of users.

Electronic management of license data

When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.

Method and system for a scalable computer-telephony integration system

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

Method and system for a scalable computer-telephony integration

When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.

When an incoming call is received from a customer, various aspects of a scalable computer-telephony integration system may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.

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Normal, IL, United States of America

Randall J Kirchner