Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Health care management
Reexamination Certificate
2006-08-01
2006-08-01
Hafiz, Tariq R. (Department: 3623)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Health care management
C705S002000, C379S088130
Reexamination Certificate
active
07085728
ABSTRACT:
Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period are forecasted using historical methods and are propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, the total contacts to handle is determined for each period and the staffing requirements are calculated therefrom.
REFERENCES:
patent: 5185780 (1993-02-01), Leggett
patent: 5325292 (1994-06-01), Crockett
patent: 5615121 (1997-03-01), Babayev et al.
patent: 5787000 (1998-07-01), Lilly et al.
patent: 5911134 (1999-06-01), Castonguay et al.
patent: 6044355 (2000-03-01), Crockett et al.
patent: 6070142 (2000-05-01), McDonough et al.
patent: 6115693 (2000-09-01), McDonough et al.
patent: 6128646 (2000-10-01), Miloslavsky
patent: 6466664 (2002-10-01), Zhao
patent: 6952732 (2005-10-01), Nourbakhsh et al.
patent: 01079039 (1999-09-01), None
“Blue Pumpkin Software Announces Prime Time 2.0, Imdustry's First Shrink-Wrapped Solution for Managing Multi-Skilled Customer Contact Center”. Jul. 6, 1999. Downloaded from www.bluepumpkin.com Press Releases.
“Blue Pumpkin Software Earns Best Call Center Solution Award at Voice Europe”. Nov. 5, 1999. Downloaded from www.bluepumpkin.com Press Releases.
“Blue Pumpkin Software and Siemens Announce Partnership for Largest Call Centre Market in Continental Europe”. Feb. 24, 2000. Downloaded from www.bluepumpkin.com Press Releases.
“TravelSmith Selects Blue Pumpkin to Update Call Center Operations Schedules Created 80% Faster with PrimeTime Workforce Management Solution”. Mar. 6, 2000. Downloaded from www.bluepumpkin.com Press Releases.
“Blue Pumpkin and Taske Partner to Deliver Powerful Call Center Forecasting, Scheduling and Management Solutions”. Mar. 21, 2000. Downloaded from Dialog.
“Nortel Networks, Blue Pumpkin to Offer Advanced Solutions for Second Wave of e-Business”. Apr. 11, 2000. Downloaded from www.bluepumpkin.com Press Releases.
“Witness Systems Partners with Blue Pumpkin Software to off Contact Cneter Solutions for Scheduling, Recording, and Performance Analysis”. Apr. 28, 200. Downloaded from www.bluepumpkin.com Press Releases.
“Siemens Adds e-Servce and Multi-Media Options to CRM Solution”. Cambridge Telecom Report. Jan. 31, 2000. Downloaded from Dialog.
McClave, James, and P. George Benson. A First Course in Business Statistics. Second Edition. Dellen Publishing Company. 1983.
Reynolds, Penny. “The Science of Call Canter Management”. Communication News. Oct. 1998. vol. 35. ISS. 10. p. 64. Downloaded from Proquest.
Hollman, Lee. “Keeping on Schedule with Workforce Management Software.” Call Center Magazine. Apr. 2001. vol. 14. Iss. 4. p. 70. Downloaded from Proquest.
“Mustang.com and Pipkins Join Forces in eService Workforce Management”, Business Editors, Business Wire, New York: Dec. 23, 1999. from Proquest
“Pipkins Teams with Mustang.com To Enable Call Center Agents to Integrate Phone Call and E-mail Functions”, Business Editors, Business Wire: New York: Mar. 16, 2000. from Proquest.
“Workforce Management Software Roundup”, from www.tmcnet.com, customer interaction solutions, Apr. 2001.
Hollman, Lee. “Keeping On Schedule with Workforce Management Software”, Call Center MAgazine, San Francisco, Apr. 2001, from Proquest.
Maxima Advantage, from www.tmcnet.com, 2000 Call Center CRM Solutions Editors Choice, Jan. 2000. www.tmcnet.com/articles/ccsmag/0100/0100labs1.htm.
Herbert Meghan
Leamon Paul Harold
Sarlay John David
Hafiz Tariq R.
IEX Corporation
Judson David H.
Loftis Johnna
LandOfFree
Method for forecasting and managing multimedia contracts does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Method for forecasting and managing multimedia contracts, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method for forecasting and managing multimedia contracts will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3706950