The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 17, 2004
Filed:
Apr. 06, 2001
Applicant:
Inventor:
Laurence J. Fromm, Weston, FL (US);
Assignee:
Concerto Software, Inc., Westford, MA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 1/64 ; H04M 3/523 ;
U.S. Cl.
CPC ...
H04M 1/64 ; H04M 3/523 ;
Abstract
An improved contact center is disclosed in which voice contacts may be processed by agents simultaneously by storing incoming voice and responding to it in near real time. The technique permits an agent at a contact center to process incoming voice contacts in near real time, but to simultaneously handle plural customers in a manner similar to that utilized in web chat applications.