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 …

A method and system schedules inbound inquiries, such as inbound telephone calls, for
response by agents in an order that is based in part on the forecasted outcome of the …

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 …

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Steinlicht 5,455,903. A 10, 1995 Jolissaint et al. 5,497,373 A 3, 1996 Hulen et al. 5,522,046 …

BACKGROUND Increasingly, business transactions are handled via tele phone including
customer complaint and customer Support handling. Businesses have established call …

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 …

US7231035B2 - Method and apparatus for entertaining callers in a queue - Google Patents
US7231035B2 - Method and apparatus for entertaining callers in a queue - Google Patents …