News In Queue: Call Center News from ReaderBoards.comA selective listing limited to the most interesting and relevant news and info about the call center / contact center industry (Telecom, Call Center industry news).IP PBX Revenue Up 10% in 1Q04- May 24, 2004 Worldwide IP PBX revenue totaled slightly more than $87 millionhttp://www.readerboards.com/O/NIQ/2004/05/0004.htm Ameritrade First to Receive J.D. Power and Associates Call Center Certification in Financial Services Industry- May 24, 2004 Distinguishes Company's Commitment to Provide the Highest Level of Client Servicehttp://www.readerboards.com/O/NIQ/2004/05/0003.htm Pending patent 20040093218 - Speaker intent analysis system- May 17, 2004 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...http://appft1.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PG01&p=1&... Pending patent 20040047302 - Internet architecture for software based ACD- May 12, 2004 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...http://appft1.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PG01&p=1&... Avaya to Showcase End-to-End Converged Networking Solutions with Extreme Networks at NetWorld+Interop Las Vegas 2004- May 5, 2004 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 demonstrationhttp://www.readerboards.com/O/NIQ/2004/05/0002.htm Better Business Bureau Analysis of Cell Phone Complaints Reveals Root Causes of Customer Dissatisfaction- May 4, 2004 ... only one other type of business, automobile dealers, generated morehttp://www.readerboards.com/O/NIQ/2004/05/0001.htm Patent 6,728,363 - Determining expected call waiting time in a call center queue- May 1, 2004 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&a... |