CUSTOMER CONTACT CENTERS

Brand	Owner (click to sort)	Address	Description
UNIFIED IP	ASPECT SOFTWARE, INC.	300 Apollo Drive Chelmsford MA 01824	Customer contact centers, namely, computer hardware and associated software for initiating, integrating, routing, controlling and monitoring inbound and outbound customer contact through multiple channels including public switched telephone networks (PSTN), VoIP telephone contacts, email, web and facsimile contacts; telecommunication systems comprised of central and private telephone switches, voice response units and telephone dialers; computer software used for managing customer contact centers and customer contacts through multiple channels, namely, software for managing and routing customer contact via telephone, e-mail, web and facsimile; computer software used to support the activities of contact center customer service representatives and contact center managers; computer software used for intelligent contact routing via telephone, e-mail, web and fax; computer software used to manage web chat, interactive voice response, real-time and historical contact center report generation and telephone blending by managing both inbound and outbound telephone calls; computer software used to create desktop and management tools for customer contact centers;IP;
UNIFIED IP	ASPECT SOFTWARE, INC.	300 Apollo Drive Chelmsford MA 01824	Customer contact centers, namely, computer hardware and associated software for initiating, integrating, routing, controlling and monitoring inbound and outbound customer contact through multiple channels including public switched telephone networks (PSTN), VoIP telephone contacts, email, web and facsimile contacts; telecommunication systems comprised of central and private telephone switches, voice response units and telephone dialers; computer software used for managing customer contact centers and customer contacts through multiple channels, namely, software for managing and routing customer contact via telephone, e-mail, web and facsimile; computer software used to support the activities of contact center customer service representatives and contact center managers; computer software used for intelligent contact routing via telephone, e-mail, web and fax; computer software used to manage web chat, interactive voice response, real-time and historical contact center report generation and telephone blending by managing both inbound and outbound telephone calls; computer software used to create desktop and management tools for customer contact centers;
UNIFIED IP	ALVARIA, INC.	6 TECHNOLOGY PARK DRIVE WESTFORD MA 01886	Customer contact centers, namely, computer hardware and associated software for initiating, integrating, routing, controlling and monitoring inbound and outbound customer contact through multiple channels including public switched telephone networks (PSTN), VoIP telephone contacts, email, web and facsimile contacts; telecommunication systems comprised of central and private telephone switches, voice response units and telephone dialers; computer software used for managing customer contact centers and customer contacts through multiple channels, namely, software for managing and routing customer contact via telephone, e-mail, web and facsimile; computer software used to support the activities of contact center customer service representatives and contact center managers; computer software used for intelligent contact routing via telephone, e-mail, web and fax; computer software used to manage web chat, interactive voice response, real-time and historical contact center report generation and telephone blending by managing both inbound and outbound telephone calls; computer software used to create desktop and management tools for customer contact centers;In the statement, Column 1, line 1,Aspect cSoftware, Inc. should be deleted, and Aspect Software, Inc. should be inserted.;
	Where the owner name is not linked, that owner no longer owns the brand

Technical Examples

A method is provided that identifies and categorizes the reason a customer contacts a customer service center, i.e. the customer's goal or problem. In addition, the method allows the customer to be categorized into a set of behavior-based groupings. This integration of goal and customer categorization establishes the foundation to optimally direct the customer's request through an appropriate center. This method can collect information regarding the customer's behavior and can use that behavioral information to determine the optimal manner for handling the customer request.