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:
Mar. 15, 2016
Filed:
Jul. 07, 2014
Applicant:
Intellisist, Inc., Seattle, WA (US);
Inventors:
Gilad Odinak, Bellevue, WA (US);
Alastair Sutherland, Seattle, WA (US);
William A. Tolhurst, Snohomish, WA (US);
Assignee:
Intellisist, Inc., Seattle, WA (US);
Attorneys:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/51 (2006.01); H04M 3/53 (2006.01); H04M 3/533 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5133 (2013.01); H04M 3/51 (2013.01); H04M 3/5183 (2013.01); H04M 3/5322 (2013.01); H04M 3/533 (2013.01); H04M 2201/38 (2013.01); H04M 2201/39 (2013.01); H04M 2201/40 (2013.01); H04M 2201/60 (2013.01); H04M 2203/306 (2013.01); H04M 2203/4536 (2013.01);
Abstract
A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.