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Patent #:
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Issue Dt:
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03/08/2005
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Application #:
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09566242
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Filing Dt:
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05/05/2000
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Title:
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METHOD AND APPARATUS FOR DYNAMIC LOCALIZATION OF DOCUMENTS
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Patent #:
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Issue Dt:
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09/13/2005
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Application #:
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09567255
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Filing Dt:
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05/09/2000
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Title:
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COMMON USER PROFILE SERVER AND METHOD
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Patent #:
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Issue Dt:
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07/06/2004
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Application #:
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09572016
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Filing Dt:
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05/16/2000
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Title:
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WEB SERVER REPLICATED MINI-FILTER
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Patent #:
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Issue Dt:
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08/06/2002
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Application #:
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09574389
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Filing Dt:
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05/19/2000
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Title:
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METHOD AND APPARATUS FOR GENERATING AGENT SCRIPTS
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Patent #:
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Issue Dt:
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08/02/2005
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Application #:
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09583311
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Filing Dt:
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05/30/2000
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Title:
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METHOD AND APPARATUS FOR AUTOMATING TESTING OF JAVA BEANS
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Patent #:
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Issue Dt:
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01/17/2006
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Application #:
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09584306
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Filing Dt:
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05/31/2000
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Title:
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SYSTEM AND METHOD OF CHANGING ENTITY CONFIGURATION INFORMATION WHILE AUTOMATICALLY MONITORING AND DISPLAYING SUCH INFORMATION IN A CALL CENTER
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Patent #:
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Issue Dt:
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07/20/2004
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Application #:
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09595697
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Filing Dt:
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06/16/2000
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Title:
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METHOD AND APPARATUS FOR CONTROLLING A CONTACT CENTER
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Patent #:
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Issue Dt:
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07/29/2008
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Application #:
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09604199
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Filing Dt:
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06/27/2000
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Title:
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SYSTEM AND METHOD FOR AUTOMATED AND CUSTOMIZABLE AGENT AVAILABILITY AND TASK ASSIGNMENT MANAGEMENT
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Patent #:
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Issue Dt:
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11/25/2003
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Application #:
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09611611
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Filing Dt:
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07/07/2000
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Title:
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AUTOMATIC CONTACT DISTRIBUTION SYSTEM DEFINABLE AGENT LOG-OFF REASONS
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Patent #:
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Issue Dt:
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08/01/2006
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Application #:
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09615266
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Filing Dt:
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07/13/2000
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Title:
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VOICE FILTER FOR NORMALIZING AN AGENT'S RESPONSE BY ALTERING EMOTIONAL AND WORD CONTENT
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Patent #:
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Issue Dt:
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07/22/2003
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Application #:
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09615392
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Filing Dt:
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07/13/2000
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Title:
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METHOD OF MODIFYING SPEECH TO PROVIDE A USER SELECTABLE DIALECT
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Patent #:
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Issue Dt:
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03/16/2004
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Application #:
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09632095
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Filing Dt:
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08/02/2000
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Title:
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METHOD AND SYSTEM FOR INITIATING AN OUTBOUND COMMUNICATION FROM A SERVICE PROVIDER RESPONSIVE TO A USER ACTIVITY WITH RESPECT TO A NETWORK RESOURCE
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Patent #:
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Issue Dt:
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08/17/2004
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Application #:
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09634350
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Filing Dt:
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08/09/2000
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Title:
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INFORMATION RETRIEVAL METHOD WITH NATURAL LANGUAGE INTERFACE
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Patent #:
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Issue Dt:
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09/20/2005
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Application #:
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09637969
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Filing Dt:
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08/11/2000
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Title:
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METHOD AND APPARATUS FOR ALLOCATING RESOURCES OF A CONTACT CENTER
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Patent #:
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Issue Dt:
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04/19/2005
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Application #:
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09651438
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Filing Dt:
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08/30/2000
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Title:
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METHOD AND SYSTEM TO MAINTAIN A HIERARCHY OF INSTANTIATED APPLICATION OBJECTS AND TO ENABLE RECOVERY FROM AN APPLICATIONS FAILURE
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Patent #:
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Issue Dt:
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08/16/2005
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Application #:
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09652978
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Filing Dt:
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08/31/2000
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Title:
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USER INVOKED DIRECTED OUTDIAL METHOD AND APPARATUS
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Patent #:
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Issue Dt:
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10/26/2004
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Application #:
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09664620
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Filing Dt:
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09/19/2000
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Title:
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SYSTEM AND METHOD FOR PROVIDING INFORMATIVE COMMUNICATION
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Patent #:
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Issue Dt:
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10/12/2004
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Application #:
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09669983
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Filing Dt:
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09/26/2000
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Title:
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NATURAL LANGUAGE AGENT FOR MONITORING A THREADED DISCUSSION
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Patent #:
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Issue Dt:
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11/29/2005
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Application #:
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09670093
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Filing Dt:
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09/26/2000
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Title:
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METHOD OF CREATING SCRIPTS BY TRANSLATING AGENT/CUSTOMER CONVERSATIONS
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Patent #:
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Issue Dt:
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10/18/2011
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09675597
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Filing Dt:
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09/29/2000
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Title:
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SYSTEM AND METHOD OF USING A PHONE TO ACCESS INFORMATION IN A CALL CENTER
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Patent #:
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Issue Dt:
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06/22/2004
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Application #:
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09677990
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10/03/2000
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Title:
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SYSTEM AND METHOD FOR DIALING IN A TELEPHONY SYSTEM USING A COMMON CHANNEL SIGNALING PROTOCOL IN WHICH THE USE OF BEARER CHANNELS IS MAXIMIZED
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Patent #:
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Issue Dt:
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05/03/2005
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Application #:
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09752896
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Filing Dt:
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12/26/2000
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Title:
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METHOD AND AN APPARATUS FOR PROVIDING PERSONALIZED SERVICE
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Patent #:
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Issue Dt:
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08/17/2004
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Application #:
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09827848
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Filing Dt:
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04/06/2001
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Publication #:
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Pub Dt:
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10/10/2002
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Title:
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CUSTOMER INTERACTION SYSTEM
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Patent #:
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Issue Dt:
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10/06/2009
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Application #:
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09846544
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Filing Dt:
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05/01/2001
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Publication #:
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Pub Dt:
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07/03/2003
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Title:
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PACKET PRIORITIZING VOICE OVER PACKET NETWORK PHONE AND SYSTEM
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Patent #:
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Issue Dt:
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03/22/2005
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Application #:
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09855860
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Filing Dt:
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05/14/2001
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Publication #:
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Pub Dt:
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09/13/2001
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Title:
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A METHOD AND APPARATUS FOR PROCESSING A TELEPHONE CALL
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Patent #:
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Issue Dt:
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01/11/2005
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Application #:
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09879423
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Filing Dt:
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06/12/2001
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03/27/2003
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Title:
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MULTI-SITE RESPONSIBILITY-BASED ROUTING
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Patent #:
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07/18/2006
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09885717
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06/20/2001
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04/25/2002
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Title:
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DYNAMIC HELP OPTION FOR INTERNET CUSTOMERS
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07/18/2006
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09885717
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06/20/2001
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Pub Dt:
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04/25/2002
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Title:
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DYNAMIC HELP OPTION FOR INTERNET CUSTOMERS
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07/11/2006
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09902205
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07/10/2001
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01/16/2003
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Title:
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SOFTWARE BASED SINGLE AGENT MULTIPOINT CONFERENCE CAPABILITY
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09/16/2003
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09910160
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07/20/2001
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02/21/2002
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Title:
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METHOD AND SYSTEM FOR ESTABLISHING VOICE COMMUNICATIONS USING A COMPUTER NETWORK
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04/09/2013
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09918902
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07/31/2001
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02/06/2003
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Title:
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SYSTEM AND METHOD FOR DISTRIBUTING CUSTOMER CONTACTS
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06/10/2008
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09941046
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08/28/2001
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03/06/2003
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Title:
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04/11/2006
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09943587
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08/30/2001
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03/06/2003
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Title:
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SYSTEM AND METHOD FOR ASSOCIATING INTERACTIVE VOICE RESPONSE UNIT DATA TO A TELEPHONE CALL USING AUTOMATIC NUMBER IDENTIFIERS
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12/27/2005
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09950569
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09/10/2001
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06/13/2002
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METHODS AND APPARATUS FOR ENABLING DYNAMIC RESOURCE COLLABORATION
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02/15/2005
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09961875
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09/24/2001
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05/22/2003
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CONTACT CENTER AUTOPILOT ALGORITHMS
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11/22/2005
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09966688
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09/28/2001
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04/03/2003
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02/20/2007
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09981317
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10/16/2001
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10/31/2002
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08/02/2005
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09982514
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10/18/2001
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10/10/2002
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METHOD FOR CONSOLIDATION OF MULTIPLE DATA SOURCES
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NONE
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09992138
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11/16/2001
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05/22/2003
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Method and apparatus for sharing customer data
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03/22/2005
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09992367
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11/06/2001
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05/08/2003
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03/08/2005
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09995027
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11/27/2001
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05/29/2003
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METHOD AND SYSTEM FOR ROUTING TRANSACTIONS IN AN AUTOMATIC CALL DISTRIBUTION SYSTEM BASED ON NON-VOICE DIALOG AGENT SKILL SET
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04/17/2007
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09997754
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11/30/2001
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06/05/2003
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12/16/2008
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09997912
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11/30/2001
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06/05/2003
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05/23/2006
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09998249
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11/30/2001
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06/05/2003
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03/22/2005
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10008175
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11/13/2001
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05/15/2003
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Title:
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METHOD AND APPARATUS FOR PROVIDING MUSIC TO AN AGENT DURING NON-VOICE DIALOG COMMUNICATION
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05/06/2008
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10011578
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11/05/2001
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05/08/2003
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04/26/2005
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12/20/2001
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06/26/2003
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03/29/2011
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10037998
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01/03/2002
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07/03/2003
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06/10/2008
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01/10/2002
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07/10/2003
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01/29/2008
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01/29/2002
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12/05/2002
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01/29/2008
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01/29/2002
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12/05/2002
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REMOTE ACCESS, EMULATION, AND CONTROL OF OFFICE EQUIPMENT
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03/07/2006
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02/19/2002
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08/21/2003
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10/20/2009
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02/20/2002
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NONE
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10090499
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03/04/2002
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10/14/2004
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Intelligent interactive voice response unit
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03/16/2004
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10090533
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03/04/2002
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07/11/2002
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SYSTEM AND METHOD FOR INTEGRATING TEXT MESSAGING TO AN OUTBOUND CALL SYSTEM
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NONE
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10093192
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03/07/2002
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09/11/2003
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Method and system for adding text data to data communication sessions
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03/15/2005
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10096235
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03/12/2002
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09/18/2003
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CUSTOMER TOUCH-POINT SCORING SYSTEM
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01/29/2008
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10099784
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03/15/2002
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09/18/2003
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TRANSACTION OUTCOME STATE MAPPING
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06/08/2004
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10100969
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03/19/2002
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12/19/2002
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SYSTEM AND METHOD FOR PURGING A CALL LIST
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03/27/2007
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10103454
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03/21/2002
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09/25/2003
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ADAPTIVE TRANSACTION GUIDANCE
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05/09/2006
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Application #:
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10103479
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Filing Dt:
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03/21/2002
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Publication #:
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Pub Dt:
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11/20/2003
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Title:
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SEARCH AGENT FOR SEARCHING THE INTERNET
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11/01/2005
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10114487
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04/02/2002
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Publication #:
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Pub Dt:
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10/02/2003
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Title:
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CONTACT CENTER DATA INTEGRATION WITH ENTERPRISE APPLICATIONS
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NONE
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10118882
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04/09/2002
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Publication #:
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10/09/2003
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Title:
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Utilization of agent idle time in a communication system
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08/03/2004
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10150890
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05/16/2002
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Publication #:
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Pub Dt:
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11/20/2003
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Title:
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METHOD AND APPARATUS FOR AGENT OPTIMIZATION USING SPEECH SYNTHESIS AND RECOGNITION
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09/06/2005
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10151489
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05/18/2002
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Publication #:
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Pub Dt:
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07/31/2003
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Title:
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CONTACT CENTER DYNAMIC RECORD DELIVERY
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Patent #:
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04/11/2006
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Application #:
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10156406
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05/28/2002
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12/04/2003
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Title:
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WEB CALLBACK THROUGH MULTIMEDIA DEVICES
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Patent #:
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07/01/2008
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10188432
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07/03/2002
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Title:
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METHOD AND APPARATUS TO QUEUE A PLURALITY OF TRANSACTION MESSAGES
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Patent #:
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03/13/2007
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10196775
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07/16/2002
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04/10/2003
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Title:
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USER INVOKED DIRECTED OUTDIAL METHOD AND APPARATUS
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11/25/2008
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10214674
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08/08/2002
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02/12/2004
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Title:
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METHOD AND APPARATUS FOR DETERMINING A REAL TIME AVERAGE SPEED OF ANSWER IN AN AUTOMATIC CALL DISTRIBUTION SYSTEM
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NONE
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10228980
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08/27/2002
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03/04/2004
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Title:
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Method and apparatus for inquiry resolution in a transaction processing system
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08/16/2005
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10231623
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08/30/2002
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Pub Dt:
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03/04/2004
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Title:
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APPARATUS AND METHOD FOR PROVIDING CALLER-SPECIFIC DATA TO AGENT STATION AND FOR AUTOMATICALLY LAUNCHING CORRESPONDING APPLICATION
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11/18/2008
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10235751
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09/05/2002
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03/11/2004
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Title:
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INTERNET ARCHITECTURE FOR SOFTWARE BASED ACD
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06/06/2006
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10253094
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09/24/2002
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03/25/2004
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Title:
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MEDIA TRANSLATOR FOR TRANSACTION PROCESSING SYSTEM
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02/17/2009
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10253120
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09/24/2002
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03/25/2004
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Title:
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METHOD AND APPARATUS FOR ASSIGNING PRIORITIES BY APPLYING DYNAMICALLY-CHANGEABLE BUSINESS RULES
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12/19/2006
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10259356
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09/27/2002
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04/01/2004
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Title:
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THIRD PARTY COACHING FOR AGENTS IN A COMMUNICATION SYSTEM
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12/02/2008
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10259358
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09/27/2002
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04/01/2004
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Title:
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BEST PRACTICES LEARNING FOR AGENTS IN A COMMUNICATION SYSTEM
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10/25/2005
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10259359
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09/27/2002
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04/01/2004
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Title:
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METHOD SELECTING ACTIONS OR PHASES FOR AN AGENT BY ANALYZING CONVERSATION CONTENT AND EMOTIONAL INFLECTION
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02/08/2005
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10260831
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09/30/2002
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05/01/2003
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Title:
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CONTACT CENTER AUTOPILOT ARCHITECTURE
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11/29/2005
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10261058
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09/30/2002
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04/01/2004
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Title:
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METHOD AND APPARATUS FOR DETECTING ECHO CANCELLERS
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06/15/2010
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10278367
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10/23/2002
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04/29/2004
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Title:
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WEB ASSISTANT
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NONE
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10278368
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10/23/2002
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04/29/2004
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Method abandoned call rescue
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04/22/2008
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10285868
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11/01/2002
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05/06/2004
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GUI FOR ORGANIZATIONAL ENVIRONMENT
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NONE
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10293666
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11/12/2002
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04/10/2003
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Method and apparatus for establishing connections
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NONE
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10295275
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11/15/2002
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05/20/2004
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Title:
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System and method for predicting customer contact outcomes
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02/27/2007
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10304872
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11/26/2002
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05/27/2004
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Title:
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PERSONALITY BASED MATCHING OF CALLERS TO AGENTS IN A COMMUNICATION SYSTEM
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NONE
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10304873
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11/26/2002
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05/27/2004
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Virtual reality enabled transaction processing system
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09/25/2007
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10306544
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11/27/2002
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SYSTEM AND METHOD FOR RECORDING INCOMING CALLS ON DEMAND IN A TRANSACTION PROCESSING SYSTEM
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12/02/2008
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10320002
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12/16/2002
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06/17/2004
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Title:
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CONTACT IDENTIFIER FOR MESSAGE TYPES
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03/09/2004
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10341158
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01/13/2003
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BASEBAND FILTER FOR RECEIVERS
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NONE
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10403583
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03/31/2003
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09/30/2004
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System for optimizing business rule resources
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06/26/2007
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10442000
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05/20/2003
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11/25/2004
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SYSTEM AND METHOD FOR OPTIMIZING CALL ROUTING TO AN AGENT
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NONE
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10447250
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05/27/2003
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05/26/2005
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Instant message processing in a customer interaction system
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03/19/2013
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10449872
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05/30/2003
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06/10/2004
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TRAINING, CERTIFYING, ASSIGNING AND COLLABORATING AGENTS AMONG MULTIPLE USERS
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NONE
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10459042
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06/11/2003
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10/23/2003
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Method and apparatus for controlling a contact center
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NONE
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10459043
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06/11/2003
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10/23/2003
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Method and apparatus for controlling a contact center
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02/01/2005
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10464305
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06/17/2003
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11/20/2003
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CUSTOMER SERVICE REQUEST ALLOCATIONS BASED UPON REAL-TIME DATA AND FORECAST DATA
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07/20/2010
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10546460
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08/19/2005
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07/27/2006
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METHOD AND SYSTEM FOR SCHEDULING A CUSTOMER SERVICE CALLBACK
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08/10/2010
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10616016
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07/09/2003
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01/13/2005
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AGENT REGISTRATION AND BIDDING SYSTEM
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NONE
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10624223
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07/22/2003
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01/27/2005
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Transaction time tracking and reporting system
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06/06/2006
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10649539
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08/27/2003
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03/03/2005
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Title:
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SKILL BASED CHAT FUNCTION IN A COMMUNICATION SYSTEM
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