http://www.readerboards.com A selective listing limited to the most interesting and relevant news and info about the call center / contact center industry (Telecom, Call Center industry news). en-us http://readerboards.org/O/Res/Other/RBLogoRSS.gif http://www.readerboards.com 88 33 ReaderBoards.com Home Page Copyright 2002 - 2004, Creativyst, Inc. JRepici@Readerboards.com JRepici@Readerboards.com Mon, 24 May 2004 15:22:49 GMT Mon, 24 May 2004 15:22:49 GMT Worldwide IP PBX revenue totaled slightly more than $87 million http://www.readerboards.com/O/NIQ/2004/05/0004.htm Mon, 24 May 2004 01:00:00 GMT Distinguishes Company's Commitment to Provide the Highest Level of Client Service http://www.readerboards.com/O/NIQ/2004/05/0003.htm Mon, 24 May 2004 01:00:00 GMT A speaker intent analysis system and method for validating the truthfulness and intent of a plurality of participants' responses to questions. A computer stores, retrieves, and transmits a series of questions to be answered audibly by participants. The participants' answers are received by a data processor. The data processor analyzes and records the participants' speech parameters for determining the likelihood of dishonesty. In addition to analyzing participants' speech parameters for distinguishing stress or other abnormality, the processor may be equipped with voice recognition software to screen responses that while not dishonest, are indicative of possible malfea... http://appft1.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PG01&p=1&u=%2Fnetahtml%2FPTO%2Fsrchnum.html&r=1&f=G&l=50&s1=%2220040093218%22.PGNR.&OS=DN/20040093218&RS=DN/20040093218 Mon, 17 May 2004 01:00:00 GMT A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent. http://appft1.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PG01&p=1&u=%2Fnetahtml%2FPTO%2Fsrchnum.html&r=1&f=G&l=50&s1=%2220040047302%22.PGNR.&OS=DN/20040047302&RS=DN/20040047302 Wed, 12 May 2004 01:00:00 GMT Avaya and alliance partner Extreme Networks will exhibit together at N+I booth #1425 - Avaya and Extreme to provide IP telephony communications solutions for show's eNet network; N+I iLab will include Avaya SIP applications in interoperability demonstration http://www.readerboards.com/O/NIQ/2004/05/0002.htm Wed, 05 May 2004 01:00:00 GMT ... only one other type of business, automobile dealers, generated more http://www.readerboards.com/O/NIQ/2004/05/0001.htm Tue, 04 May 2004 01:00:00 GMT The estimated call waiting time process uses sampling statistics gathered over a moving window to determine the expected call wait time for each particular call into a call center. The window size is dynamically changed based on sampling theory and changes to call arrival rates and agent availability. http://patft.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PALL&p=1&u=/netahtml/srchnum.htm&r=1&f=G&l=50&s1=6,728,363.WKU.&OS=PN/6,728,363&RS=PN/6,728,363 Sat, 01 May 2004 01:00:00 GMT WebSphere-Based Solution Integrates Contact Centers and Enterprise Business Processes Companies also Expand Strategic Alliance to Target SMB Customers http://www.readerboards.com/O/NIQ/2004/04/0009.htm Wed, 28 Apr 2004 01:00:00 GMT The website, which was officially launched in September 2000, provides a single, secure channel for citizens to interact with state agencies and local governments. http://www.readerboards.com/O/NIQ/2004/04/0008.htm Tue, 27 Apr 2004 01:00:00 GMT A method for communication includes establishing a data link between first and second transceivers (32,34) over an electric power line (24). A sequence of data packets is received for transmission over the data link, the sequence belonging to a session of a connectionless real-time network protocol. Responsive to a first packet in the sequence, a reliable connection channel for the session is established over the data link between the first and second transceivers. The packets in the sequence are transmitted from the first to the second transceiver over the reliable connection channel. http://appft1.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PG01&p=1&u=%2Fnetahtml%2FPTO%2Fsrchnum.html&r=1&f=G&l=50&s1=%2220040037317%22.PGNR.&OS=DN/20040037317&RS=DN/20040037317 Sun, 25 Apr 2004 01:00:00 GMT