Agent or workforce management

Industry

CPC
H04M2203/402

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Parent Industries

HELECTRICITY H04Electric communication H04MTELEPHONIC COMMUNICATION H04M2203/00Aspects of automatic or semi-automatic exchanges

Current Industry

H04M2203/402Agent or workforce management

Industries

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Patents Grantslast 30 patents

Information Patent Grant
Telephone answering service support system, telephone answering ser...
- Patent number 12,190,264
- Issue date Jan 7, 2025
- Rakuten Group, Inc.
- Kazutaka Kitamura
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Agent assist design—autoplay
- Patent number 12,177,383
- Issue date Dec 24, 2024
- Bank of America Corporation
- Ramakrishna R. Yannam
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Communications system for automatically routing data communications...
- Patent number 12,149,658
- Issue date Nov 19, 2024
- 8x8, Inc.
- Arunim Samat
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Method and system for dynamic adaptive routing of deferrable work i...
- Patent number 12,147,924
- Issue date Nov 19, 2024
- Genesys Cloud Services, Inc.
- Bayu Wicaksono
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Matching using agent/caller sensitivity to performance
- Patent number 12,120,271
- Issue date Oct 15, 2024
- Afiniti, Ltd.
- Ittai Kan
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Systems and methods for recommending dialog flow modifications at a...
- Patent number 12,058,288
- Issue date Aug 6, 2024
- KORE.AI, INC.
- Rajkumar Koneru
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
System and method to formulate effective energy breaks in a contact...
- Patent number 12,056,649
- Issue date Aug 6, 2024
- NICE LTD.
- Salil Dhawan
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Systems and methods for synchronizing agent staffing and customer c...
- Patent number 12,034,887
- Issue date Jul 9, 2024
- Taleb John Mouslmani
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Integrated representative profile data in contact center environment
- Patent number 12,028,485
- Issue date Jul 2, 2024
- STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
- Chad Skinner
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Limiting query distribution within an agent group based on skip cri...
- Patent number 11,991,313
- Issue date May 21, 2024
- Zoom Video Communications, Inc.
- Yongxiang Dai
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Hardphone, method for implementing traffic operation, call center s...
- Patent number 11,917,106
- Issue date Feb 27, 2024
- ZTE Corporation
- Huasheng Liang
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Matching using agent/caller sensitivity to performance
- Patent number 11,863,708
- Issue date Jan 2, 2024
- Afiniti, Ltd.
- Ittai Kan
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Contact center system
- Patent number 11,831,808
- Issue date Nov 28, 2023
- Afiniti, Ltd.
- Ittai Kan
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Method to supply contact center resources during overflow state usi...
- Patent number 11,818,296
- Issue date Nov 14, 2023
- Mitel Networks Corporation
- Jonathan Braganza
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
System and method for automatic agent assistance based on real-time...
- Patent number 11,818,290
- Issue date Nov 14, 2023
- eGain Communications Corporation
- Varsha Thalange
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Artificial intelligence based refinement of automatic control setti...
- Patent number 11,805,204
- Issue date Oct 31, 2023
- OPEN TEXT HOLDINGS, INC.
- Donald Russ Miller
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Predictive screen recording
- Patent number 11,792,325
- Issue date Oct 17, 2023
- NICE LTD.
- Ofir Mecayten
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Systems and methods for workforce management system deployment
- Patent number 11,783,246
- Issue date Oct 10, 2023
- TALKDESK, INC.
- Richard Lawrence
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Real-time agent assistance using real-time automatic speech recogni...
- Patent number 11,743,384
- Issue date Aug 29, 2023
- NICE LTD.
- Gordon Scott Edwards
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Method and system for scalable contact center agent scheduling util...
- Patent number 11,734,624
- Issue date Aug 22, 2023
- Genesys Cloud Services, Inc.
- William D'Attilio
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Apparatuses and methods involving a contact center virtual agent
- Patent number 11,700,332
- Issue date Jul 11, 2023
- 8x8, Inc.
- Arunim Samat
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Method and system for providing access to a node of a shared resource
- Patent number 11,671,536
- Issue date Jun 6, 2023
- The Toronto Dominion Bank
- Miguel Navarro
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
System and method for maximizing capacity of an agent in a contact...
- Patent number 11,659,091
- Issue date May 23, 2023
- INCONTACT INC.
- Alfred Shane Cordon
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Techniques for behavioral pairing in a contact center system
- Patent number 11,647,119
- Issue date May 9, 2023
- Afiniti, Ltd.
- Ittai Kan
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Techniques for workforce management in a contact center system
- Patent number 11,595,522
- Issue date Feb 28, 2023
- Afiniti, Ltd.
- Zia Chishti
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Real-time agent assistance using real-time automatic speech recogni...
- Patent number 11,539,841
- Issue date Dec 27, 2022
- NICE LTD.
- Gordon Scott Edwards
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Dynamic scripts for tele-agents
- Patent number 11,475,488
- Issue date Oct 18, 2022
- Accenture Global Solutions Limited
- Shannon L. Copeland
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Method and system for providing access to a node of a shared resource
- Patent number 11,451,669
- Issue date Sep 20, 2022
- The Toronto Dominion Bank
- Miguel Navarro
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Controlled incoming query distribution based on skip criteria
- Patent number 11,445,067
- Issue date Sep 13, 2022
- Zoom Video Communications, Inc.
- Yongxiang Dai
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Real-time agent assistance using real-time automatic speech recogni...
- Patent number 11,283,928
- Issue date Mar 22, 2022
- NICE LTD.
- Gordon Scott Edwards
- G06 - COMPUTING CALCULATING COUNTING

Patents Applicationslast 30 patents

Information Patent Application
SYSTEMS AND METHODS FOR VIDEO CONFERENCE ANALYSIS
- Publication number 20240430116
- Publication date Dec 26, 2024
- Orbit Group Partners Inc.
- Robert Owen Hahn
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEM AND METHOD FOR IMPROVED TRADING WITH AGENT RANKING AND SCHED...
- Publication number 20240428150
- Publication date Dec 26, 2024
- NICE Ltd
- Priyanka PADALALU
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
Predicting Contact Center Agent Demand Using Multiple Modeling Engines
- Publication number 20240362550
- Publication date Oct 31, 2024
- Zoom Video Communications, Inc.
- Qiumin Dong
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEMS AND METHODS FOR RECOMMENDING DIALOG FLOW MODIFICATIONS AT A...
- Publication number 20240333837
- Publication date Oct 3, 2024
- Kore.ai, Inc.
- Rajkumar KONERU
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
INTEGRATED REPRESENTATIVE PROFILE DATA IN CONTACT CENTER ENVIRONMENT
- Publication number 20240323278
- Publication date Sep 26, 2024
- State Farm Mutual Automobile Insurance Company
- Chad Skinner
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEMS AND METHODS FOR RECOMMENDING DIALOG FLOW MODIFICATIONS AT A...
- Publication number 20240267464
- Publication date Aug 8, 2024
- Kore.ai, Inc.
- Rajkumar KONERU
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
GENERATING ACTION PLANS FOR AGENTS UTILIZING PERCEPTION GAP DATA FR...
- Publication number 20240267465
- Publication date Aug 8, 2024
- QUALTRICS, LLC
- Matthew Primmer
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
COMPUTERIZED-METHOD AND COMPUTERIZED-SYSTEM FOR IDENTIFYING HIGH IM...
- Publication number 20240242143
- Publication date Jul 18, 2024
- NICE Ltd
- Harshad AMBEKAR
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEMS AND METHODS FOR SYNCHRONIZING AGENT STAFFING AND CUSTOMER C...
- Publication number 20240214493
- Publication date Jun 27, 2024
- GENESYS CLOUD SERVICES, INC.
- TALEB JOHN MOUSLMANI
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEMS AND METHODS FOR RELATIVE GAIN IN PREDICTIVE ROUTING
- Publication number 20240205336
- Publication date Jun 20, 2024
- GENESYS CLOUD SERVICES, INC.
- Emir Muñoz
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
REAL-TIME PROVISION OF GUIDANCE TO SALES-FOCUSED AGENTS OF A CONTAC...
- Publication number 20240177711
- Publication date May 30, 2024
- Avaya Management L.P.
- Rusty Gerald Nelson
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
CONTACT CENTER SYSTEM
- Publication number 20240129407
- Publication date Apr 18, 2024
- Afiniti, Ltd.
- Ittai KAN
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE
- Publication number 20240089376
- Publication date Mar 14, 2024
- Afiniti, Ltd.
- Ittai KAN
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
ARTIFICIAL INTELLIGENCE BASED REFINEMENT OF AUTOMATIC CONTROL SETTI...
- Publication number 20230421694
- Publication date Dec 28, 2023
- OPEN TEXT HOLDINGS, INC.
- Donald Russ Miller
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEM AND METHOD FOR INCREASING PRODUCTIVITY OF AGENTS IN A CONTAC...
- Publication number 20230394388
- Publication date Dec 7, 2023
- NICE Ltd
- Disha AGRAWAL
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEM AND METHOD FOR MEASURING AN AGENT ENGAGEMENT INDEX AND ASSOC...
- Publication number 20230245033
- Publication date Aug 3, 2023
- NICE Ltd
- Mahesh BAIRAGI
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEM AND METHOD FOR DETERMINING AN AGENT PROFICIENCY WHEN ADDRESS...
- Publication number 20230230014
- Publication date Jul 20, 2023
- NICE Ltd
- Kunal Khanvilkar
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
PREDICTIVE SCREEN RECORDING
- Publication number 20230179712
- Publication date Jun 8, 2023
- NICE Ltd
- Ofir Mecayten
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
DEVICES, SYSTEMS, AND METHODS FOR INTELLIGENT STRESS LEVEL DETECTION
- Publication number 20230162834
- Publication date May 25, 2023
- Calabrio, Inc.
- Boris Chaplin
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
REAL-TIME AGENT ASSISTANCE USING REAL-TIME AUTOMATIC SPEECH RECOGNI...
- Publication number 20230124342
- Publication date Apr 20, 2023
- NICE Ltd
- Gordon Scott EDWARDS
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
AGENT ASSIST DESIGN - AUTOPLAY
- Publication number 20230032167
- Publication date Feb 2, 2023
- Bank of America Corporation
- Ramakrishna R. Yannam
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
LIMITING QUERY DISTRIBUTION WITHIN AN AGENT GROUP BASED ON SKIP CRI...
- Publication number 20230030581
- Publication date Feb 2, 2023
- Zoom Video Communications, Inc.
- Yongxiang Dai
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
HUMAN ASSISTED VIRTUAL AGENT SUPPORT
- Publication number 20230013842
- Publication date Jan 19, 2023
- Hewlett-Packard Development Company, L.P.
- Shameed Sait M A
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
METHOD, APPARATUS, AND COMPUTER-READABLE MEDIUM FOR MANAGING WORKFO...
- Publication number 20220405694
- Publication date Dec 22, 2022
- Talkdesk, Inc
- Richard Lawrence
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
METHOD AND SYSTEM FOR PROVIDING ACCESS TO A NODE OF A SHARED RESOURCE
- Publication number 20220385762
- Publication date Dec 1, 2022
- The Toronto-Dominion Bank
- Miguel NAVARRO
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
HARDPHONE, METHOD FOR IMPLEMENTING TRAFFIC OPERATION, CALL CENTER S...
- Publication number 20220377176
- Publication date Nov 24, 2022
- ZTE Corporation
- Huasheng LIANG
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
CONTACT CENTER SYSTEM
- Publication number 20220329695
- Publication date Oct 13, 2022
- Afiniti, Ltd.
- Ittai KAN
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
METHOD AND SYSTEM FOR PROVIDING ACCESS TO A NODE OF A SHARED RESOURCE
- Publication number 20220279071
- Publication date Sep 1, 2022
- The Toronto-Dominion Bank
- Miguel NAVARRO
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
SYSTEM AND METHOD TO FORMULATE EFFECTIVE ENERGY BREAKS IN A CONTACT...
- Publication number 20220215321
- Publication date Jul 7, 2022
- Salil DHAWAN
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE
- Publication number 20220131977
- Publication date Apr 28, 2022
- Afiniti, Ltd.
- Ittai KAN
- H04 - ELECTRIC COMMUNICATION TECHNIQUE

Agent or workforce management

Industry

Parent Industries

Current Industry

Patents Grantslast 30 patents

Telephone answering service support system, telephone answering ser...

Agent assist design—autoplay

Communications system for automatically routing data communications...

Method and system for dynamic adaptive routing of deferrable work i...

Matching using agent/caller sensitivity to performance

Systems and methods for recommending dialog flow modifications at a...

System and method to formulate effective energy breaks in a contact...

Systems and methods for synchronizing agent staffing and customer c...

Integrated representative profile data in contact center environment

Limiting query distribution within an agent group based on skip cri...

Hardphone, method for implementing traffic operation, call center s...

Matching using agent/caller sensitivity to performance

Contact center system

Method to supply contact center resources during overflow state usi...

System and method for automatic agent assistance based on real-time...

Artificial intelligence based refinement of automatic control setti...

Predictive screen recording

Systems and methods for workforce management system deployment

Real-time agent assistance using real-time automatic speech recogni...

Method and system for scalable contact center agent scheduling util...

Apparatuses and methods involving a contact center virtual agent

Method and system for providing access to a node of a shared resource

System and method for maximizing capacity of an agent in a contact...

Techniques for behavioral pairing in a contact center system

Techniques for workforce management in a contact center system

Real-time agent assistance using real-time automatic speech recogni...

Dynamic scripts for tele-agents

Method and system for providing access to a node of a shared resource

Controlled incoming query distribution based on skip criteria

Real-time agent assistance using real-time automatic speech recogni...

Patents Applicationslast 30 patents

SYSTEMS AND METHODS FOR VIDEO CONFERENCE ANALYSIS

SYSTEM AND METHOD FOR IMPROVED TRADING WITH AGENT RANKING AND SCHED...

Predicting Contact Center Agent Demand Using Multiple Modeling Engines

SYSTEMS AND METHODS FOR RECOMMENDING DIALOG FLOW MODIFICATIONS AT A...

INTEGRATED REPRESENTATIVE PROFILE DATA IN CONTACT CENTER ENVIRONMENT

SYSTEMS AND METHODS FOR RECOMMENDING DIALOG FLOW MODIFICATIONS AT A...

GENERATING ACTION PLANS FOR AGENTS UTILIZING PERCEPTION GAP DATA FR...

COMPUTERIZED-METHOD AND COMPUTERIZED-SYSTEM FOR IDENTIFYING HIGH IM...

SYSTEMS AND METHODS FOR SYNCHRONIZING AGENT STAFFING AND CUSTOMER C...

SYSTEMS AND METHODS FOR RELATIVE GAIN IN PREDICTIVE ROUTING

REAL-TIME PROVISION OF GUIDANCE TO SALES-FOCUSED AGENTS OF A CONTAC...

CONTACT CENTER SYSTEM

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

ARTIFICIAL INTELLIGENCE BASED REFINEMENT OF AUTOMATIC CONTROL SETTI...

SYSTEM AND METHOD FOR INCREASING PRODUCTIVITY OF AGENTS IN A CONTAC...

SYSTEM AND METHOD FOR MEASURING AN AGENT ENGAGEMENT INDEX AND ASSOC...

SYSTEM AND METHOD FOR DETERMINING AN AGENT PROFICIENCY WHEN ADDRESS...

PREDICTIVE SCREEN RECORDING

DEVICES, SYSTEMS, AND METHODS FOR INTELLIGENT STRESS LEVEL DETECTION

REAL-TIME AGENT ASSISTANCE USING REAL-TIME AUTOMATIC SPEECH RECOGNI...

AGENT ASSIST DESIGN - AUTOPLAY

LIMITING QUERY DISTRIBUTION WITHIN AN AGENT GROUP BASED ON SKIP CRI...

HUMAN ASSISTED VIRTUAL AGENT SUPPORT

METHOD, APPARATUS, AND COMPUTER-READABLE MEDIUM FOR MANAGING WORKFO...

METHOD AND SYSTEM FOR PROVIDING ACCESS TO A NODE OF A SHARED RESOURCE

HARDPHONE, METHOD FOR IMPLEMENTING TRAFFIC OPERATION, CALL CENTER S...

CONTACT CENTER SYSTEM

METHOD AND SYSTEM FOR PROVIDING ACCESS TO A NODE OF A SHARED RESOURCE

SYSTEM AND METHOD TO FORMULATE EFFECTIVE ENERGY BREAKS IN A CONTACT...

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE