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H04M2203/402
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Parent Industries
H
ELECTRICITY
H04
Electric communication
H04M
TELEPHONIC COMMUNICATION
H04M2203/00
Aspects of automatic or semi-automatic exchanges
Current Industry
H04M2203/402
Agent or workforce management
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Patents Grants
last 30 patents
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
Information
Patent Grant
Method and system for automatic detection of agent availability to...
Patent number
11,283,927
Issue date
Mar 22, 2022
NICE LTD.
Suhas Suresh Gogate
H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information
Patent Grant
Techniques for estimating expected performance in a task assignment...
Patent number
11,265,421
Issue date
Mar 1, 2022
Afiniti Ltd.
Zia Chishti
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Grant
Matching using agent/caller sensitivity to performance
Patent number
11,258,907
Issue date
Feb 22, 2022
Afiniti, Ltd.
Ittai Kan
H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information
Patent Grant
Computing system and methods providing support session assignment b...
Patent number
11,257,022
Issue date
Feb 22, 2022
Citrix Systems, Inc.
Qiming Li
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Grant
Techniques for behavioral pairing in a contact center system
Patent number
11,218,597
Issue date
Jan 4, 2022
Afiniti, Ltd.
Ittai Kan
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Grant
Apparatuses and methods involving a contact center virtual agent
Patent number
11,196,866
Issue date
Dec 7, 2021
8x8, Inc.
Arunim Samat
H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information
Patent Grant
Techniques for workforce management in a contact center system
Patent number
11,178,283
Issue date
Nov 16, 2021
Afiniti, Ltd.
Zia Chishti
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Grant
Electronic communication system for providing expert information an...
Patent number
11,178,284
Issue date
Nov 16, 2021
Mitel Networks Corporation
Jonathan Braganza
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Grant
Monitoring framework
Patent number
11,172,065
Issue date
Nov 9, 2021
Splunk Inc.
Troy Elliott Molander
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Grant
Systems and methods for scheduling deferred queues
Patent number
11,146,681
Issue date
Oct 12, 2021
TALKDESK, INC.
João Matias
G06 - COMPUTING CALCULATING COUNTING
Patents Applications
last 30 patents
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
Information
Patent Application
METHOD AND SYSTEM FOR DYNAMIC ADAPTIVE ROUTING OF DEFERRABLE WORK I...
Publication number
20220101220
Publication date
Mar 31, 2022
Genesys Telecommunications Laboratories, Inc.
BAYU WICAKSONO
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM
Publication number
20220094793
Publication date
Mar 24, 2022
Afiniti, Ltd.
Ittai KAN
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
INTEGRATED REPRESENTATIVE PROFILE DATA IN CONTACT CENTER ENVIRONMENT
Publication number
20220086279
Publication date
Mar 17, 2022
State Farm Mutual Automobile Insurance Company
Chad Skinner
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
SYSTEMS AND METHODS RELATED TO PREDICTING AND PREVENTING HIGH RATES...
Publication number
20220067630
Publication date
Mar 3, 2022
Genesys Telecommunications Laboratories, Inc.
Anantha Krishnan Asokan
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
METHOD TO SUPPLY CONTACT CENTER RESOURCES DURING OVERFLOW STATE USI...
Publication number
20220060583
Publication date
Feb 24, 2022
Mitel Networks Corporation
Jonathan Braganza
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
METHOD AND SYSTEM FOR SCALABLE CONTACT CENTER AGENT SCHEDULING UTIL...
Publication number
20220027837
Publication date
Jan 27, 2022
Genesys Telecommunications Laboratories, Inc.
William D'Attilio
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
TELEPHONE ANSWERING SERVICE SUPPORT SYSTEM, TELEPHONE ANSWERING SER...
Publication number
20220004971
Publication date
Jan 6, 2022
Rakuten Group, Inc.
Kazutaka KITAMURA
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
SYSTEMS AND METHODS FOR COMMUNICATION ROUTING
Publication number
20210400141
Publication date
Dec 23, 2021
Cogito Corporation
Joshua Feast
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
SYSTEMS AND METHODS FOR ROUTING INCOMING CALLS TO OPERATOR DEVICES...
Publication number
20210352178
Publication date
Nov 11, 2021
CaaStle, Inc.
Benny PHILIP
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
SYSTEMS AND METHODS FOR IDENTIFYING A BEHAVIORAL TARGET DURING A CO...
Publication number
20210306459
Publication date
Sep 30, 2021
CRESTA INTELLIGENCE INC.
Tianlin Shi
G06 - COMPUTING CALCULATING COUNTING
Information
Patent Application
SYSTEMS AND METHODS FOR IDENTIFYING A BEHAVIORAL TARGET DURING A CO...
Publication number
20210306458
Publication date
Sep 30, 2021
CRESTA INTELLIGENCE INC.
Tianlin Shi
G06 - COMPUTING CALCULATING COUNTING