Assignee
ROCKWELL ELECTRONIC COMMERCE
US·75 granted patents·8 pending applications·3,279 citations·filing 1997–2006
Top patents by PatentIndex Score
83 records- 0198US7184540B2Personality based matching of callers to agents in a communication systemROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Feb 27, 2007·306 cites·44 claims
- 0297US6970821B1Method of creating scripts by translating agent/customer conversationsROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Nov 29, 2005·288 cites·26 claims
- 0396US6947988B1Method and apparatus for allocating resources of a contact centerROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Sep 20, 2005·264 cites·37 claims
- 0496US6424709B1Skill-based call routingROCKWELL ELECTRONIC COMMERCE·Filed 1999·Granted Jul 23, 2002·449 cites·46 claims
- 0595US6865267B2Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill setROCKWELL ELECTRONIC COMMERCE·Filed 2001·Granted Mar 8, 2005·122 cites·38 claims
- 0694US6771746B2Method and apparatus for agent optimization using speech synthesis and recognitionROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Aug 3, 2004·69 cites·16 claims
- 0792US7043521B2Search agent for searching the internetROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted May 9, 2006·117 cites·41 claims
- 0892US6959080B2Method selecting actions or phases for an agent by analyzing conversation content and emotional inflectionROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Oct 25, 2005·82 cites·27 claims
- 0991US6289373B1Method of processing E-mail in an automatic call distributorROCKWELL ELECTRONIC COMMERCE·Filed 1998·Granted Sep 11, 2001·218 cites·25 claims
- 1088US6810077B1System and method for providing informative communicationROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Oct 26, 2004·51 cites·87 claims
- 1185US7003462B2Voice filter for normalizing an agent's emotional responseROCKWELL ELECTRONIC COMMERCE·Filed 2004·Granted Feb 21, 2006·33 cites·33 claims
- 1285US6856680B2Contact center autopilot algorithmsROCKWELL ELECTRONIC COMMERCE·Filed 2001·Granted Feb 15, 2005·42 cites·50 claims
- 1385US6771764B1Schedule based transaction routingROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Aug 3, 2004·37 cites·36 claims
- 1484US7386467B2Apparatus and method of maintaining and improving agent performanceROCKWELL ELECTRONIC COMMERCE·Filed 2001·Granted Jun 10, 2008·40 cites·37 claims
- 1583US7369653B2Method of delivering enterprise data through a call centerROCKWELL ELECTRONIC COMMERCE·Filed 2001·Granted May 6, 2008·38 cites·36 claims
- 1683US6625259B1Packet telephony gateway for hearing impaired relay servicesROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Sep 23, 2003·39 cites·34 claims
- 1783US6600821B1System and method for automatically detecting problematic callsROCKWELL ELECTRONIC COMMERCE·Filed 1999·Granted Jul 29, 2003·104 cites·67 claims
- 1882US7058578B2Media translator for transaction processing systemROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Jun 6, 2006·24 cites·20 claims
- 1982US6744879B1Profit-based method of assigning calls in a transaction processing systemROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Jun 1, 2004·28 cites·40 claims
- 2081US7197132B2Adaptive transaction guidanceROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Mar 27, 2007·29 cites·23 claims
- 2181US6842515B2Multi-site responsibility-based routingROCKWELL ELECTRONIC COMMERCE·Filed 2001·Granted Jan 11, 2005·34 cites·24 claims
- 2280US7206400B2Method and system for data field reuseROCKWELL ELECTRONIC COMMERCE·Filed 2001·Granted Apr 17, 2007·25 cites·39 claims
- 2380US6308154B1Method of natural language communication using a mark-up languageROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Oct 23, 2001·35 cites·39 claims
- 2479US7215745B2Greetings and announcements for a multimedia IP communication systemROCKWELL ELECTRONIC COMMERCE·Filed 2004·Granted May 8, 2007·27 cites·20 claims
- 2579US7043009B1Providing customer data to an automatic call distribution system agentROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted May 9, 2006·20 cites·25 claims
- 2677US6654798B1Automatic contact distribution system definable agent log-off reasonsROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Nov 25, 2003·32 cites·34 claims
- 2776US7010115B2System and method for predictive contactsROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Mar 7, 2006·19 cites·45 claims
- 2875US7095840B2Method and system for establishing voice communications using a computer networkROCKWELL ELECTRONIC COMMERCE·Filed 2003·Granted Aug 22, 2006·15 cites·22 claims
- 2975US6678266B1ACD with packet data based agent interconnectROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Jan 13, 2004·17 cites·44 claims
- 3075US6577727B1ACD tier based routingROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Jun 10, 2003·19 cites·23 claims
- 3175US6349137B1Apparatus and method for providing support software for an agent workstation of an automatic call distributorROCKWELL ELECTRONIC COMMERCE·Filed 1999·Granted Feb 19, 2002·95 cites·32 claims
- 3273US7349529B2Contact center conferencing of e-mail messageROCKWELL ELECTRONIC COMMERCE·Filed 2005·Granted Mar 25, 2008·5 cites·17 claims
- 3373US6990524B1ACD multimedia customer contact routing with delay announcementsROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Jan 24, 2006·20 cites·41 claims
- 3473US6870926B2Method of optimizing call center resources based upon statisticsROCKWELL ELECTRONIC COMMERCE·Filed 2001·Granted Mar 22, 2005·18 cites·29 claims
- 3573US6546097B1Automatic call distribution system with signal generator and methodROCKWELL ELECTRONIC COMMERCE·Filed 1999·Granted Apr 8, 2003·80 cites·21 claims
- 3672US7460659B2Best practices learning for agents in a communication systemROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Dec 2, 2008·14 cites·23 claims
- 3772US6931119B2Apparatus and method for providing caller-specific data to agent station and for automatically launching corresponding applicationROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Aug 16, 2005·17 cites·37 claims
- 3872US6289083B1Method of identifying a location of a source of an emergency call in a call center environmentROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Sep 11, 2001·33 cites·34 claims
- 3971US6961419B2Contact center data integration with enterprise applicationsROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Nov 1, 2005·13 cites·28 claims
- 4071US6804668B1Natural language agent for monitoring a threaded discussionROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Oct 12, 2004·18 cites·31 claims
- 4170US7236583B2System and method for optimizing call routing to an agentROCKWELL ELECTRONIC COMMERCE·Filed 2003·Granted Jun 26, 2007·12 cites·32 claims
- 4269US7373387B2Session to track actual e-mail handling timeROCKWELL ELECTRONIC COMMERCE·Filed 2004·Granted May 13, 2008·4 cites·21 claims
- 4369US6853721B2Contact center autopilot architectureROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Feb 8, 2005·11 cites·20 claims
- 4465US7274685B1System and method for recording incoming calls on demand in a transaction processing systemROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Sep 25, 2007·11 cites·33 claims
- 4565US6885744B2Method of providing background and video patternsROCKWELL ELECTRONIC COMMERCE·Filed 2001·Granted Apr 26, 2005·7 cites·42 claims
- 4664US7085368B2Method of providing a screen-pop via SIPROCKWELL ELECTRONIC COMMERCE·Filed 2004·Granted Aug 1, 2006·7 cites·27 claims
- 4764US6987846B1System and method of changing entity configuration information while automatically monitoring and displaying such information in a call centerROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Jan 17, 2006·22 cites·51 claims
- 4863US7027585B2Web callback through multimedia devicesROCKWELL ELECTRONIC COMMERCE·Filed 2002·Granted Apr 11, 2006·5 cites·35 claims
- 4963US6366665B1Remote ACD data base modification via telephoneROCKWELL ELECTRONIC COMMERCE·Filed 2000·Granted Apr 2, 2002·6 cites·28 claims
- 5061US6654458B1Administration and control of an automatic call distributor by a remotely located supervisorROCKWELL ELECTRONIC COMMERCE·Filed 1999·Granted Nov 25, 2003·36 cites·28 claims
Showing the top 50 of 83 patent records by PatentIndex Score.
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