8x8 Issued New Contact Center Patent by U.S. Patent and Trademark Office
March 04 2015 - 8:15AM
Business Wire
8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based
unified communications and contact center solutions, today
announced that it has been awarded a new patent related to its
contact center technologies.
On March 3, 2015, the U.S. Patent and Trademark Office issued
United States Patent number 8,972,885 entitled “Networked Contact
Center User Interface.”
The new patent relates to, among other things, a web-based user
interface for a networked contact center that displays information
related to voice calls, chats and emails. A web-based user
interface may be provided to allow a tenant's agent or an agent's
supervisor to communicate and to access information about the
contact managed by the networked contact center. Some relevant
information may include a list of calls waiting in a queue, subject
matter of a customer's question, an agent's average time to resolve
an issue, the names of all the agents currently available to help
customers and other contact center related information.
In the new invention, an example transaction panel of the
contact center user interface may be constructed to allow an agent
to manipulate a particular set of frames for a particular channel
of communication. The user interface may include one or more
sections. Each of the sections may be used to display related
information. Merely for simplicity, each section may be referred to
as a “frame” which may or may not be associated with visible
boundaries. In various example embodiments of the invention, frames
in the user interface are used to initiate (e.g., dialing) and
respond to (e.g., finding in a queue and responding) a customer
contact. Furthermore, a frame used for these purposes presents
information in a format that makes the frame selectable. Based on
the frame being selected, the frame may display further information
in an un-selectable format.
8x8 has been offering networked contact center solutions since
2007. Since its establishment, 8x8 has been awarded one-hundred
three (103) United States patents covering a variety of voice and
video communications, signaling, processing and storage
technologies.
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure and
reliable cloud-based unified
communications and virtual contact center solutions to
more than 40,000 businesses operating in over 40 countries across
six continents. 8x8's out-of-the-box cloud solutions replace
traditional on-premise PBX hardware and software-based systems with
a flexible and scalable Software as a Service (SaaS) alternative,
encompassing cloud business phone service, contact center
solutions, and web conferencing. For additional information,
visit www.8x8.com, or www.8x8.com/UK or connect with
8x8
on Google+, Facebook, LinkedIn and Twitter.
8x8, Inc.Tim Polakowski, 408-883-8434tim.polakowski@8x8.com
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