The present invention is directed to a customer contact 100 in which a session monitor 140
identifies and implements multi-customer sessions. A conferencing function 136 connects …

US8000989B1 - Using true value in routing work items to resources - Google Patents
US8000989B1 - Using true value in routing work items to resources - Google Patents Using true …

A system and method to improve the automatic adaptation of one or more speech models in
automatic speech recognition systems. After a dialog begins, for example, the dialog asks …

US PATENT DOCUMENTS 4,163,124 A 7, 1979 Jolissaint 4,510,351 A 4, 1985 Costello et
al. 4,567,323 A 1, 1986 Lottes et al. 4,737,983 A 4, 1988 Frauenthal et al. 4,797,911 A 1 …

4,163,124 A 7, 1979 Jolissaint 4,510,351 A 4, 1985 Costello et al. 4,567,323 A 1/1986 Lottes
et al............... 179, 18 B 4,737,983 A 4, 1988 Frauenthal et al. 4,797,911 A 1, 1989 Szlam et …

In one embodiment, a contact centerisprovided that includes:(a) a work item queue 208,250
comprising an intra-enterprise contact associated with at least first and second internal …

US7657021B2 - Method and apparatus for global call queue in a global call center - Google
Patents US7657021B2 - Method and apparatus for global call queue in a global call center …

(57) ABSTRACT A contact center is provided that includes a plurality of agents for servicing
incoming contacts and an event manager that is operable to monitor various administrative …

5,880,731 A 3, 1999 Liles choice questions, and provide introductions among the chat
6,029, 195 A 2/2000 Herz.......................... 725/1 16 participants in the Subset to facilitate …

(57) ABSTRACT A grid-based contact center and method of managing tasks within such a
contact center is provided. Nodes within the contact center are adapted to perform multiple …