text:
|Numéro de publication
|Type de publication
|Numéro de demande
|Date de publication
|30 mars 2004
|Date de dépôt
|4 nov. 2002
|Date de priorité
|9 juil. 1999
|État de paiement des frais
|Autre référence de publication
|Numéro de publication
|Nitin Dhir, Djovana Shkreli, Thorp Foster
|Cessionnaire d'origine
|Bank One, Delaware
|Exporter la citation
|BiBTeX, EndNote, RefMan
|Citations de brevets (37), Citations hors brevets (14), Référencé par (53), Classifications (11), Événements juridiques (5)
|Liens externes: USPTO, Cession USPTO, Espacenet
This application is a continuation of application Ser. No. 09/349,960, entitled "System and Methods for Call Decisioning in a Virtual Call Center Integrating Telephony with Computers," filed on Jul. 9, 1999 now U.S. Pat. No. 6,553,113 (47004.000031), which is herein incorporated by reference in its entirety.
The present invention relates generally to a system and method for routing phone calls in a service center that integrates telephony with computers to provide a positive and personalized service environment that increases caller recognition provides cross-selling benefits through proactive servicing and spreads cost by supporting partners associated with the call center provider.
It is increasingly common that consumers seek service from business concerns using the telephone. For example, a consumer seeking to place an order, schedule a delivery, file a complaint, or query an account balance may place a call to a centralized number provided by a business concern. It is well known that businesses often provide such numbers as so-called toll-free "800" numbers or the like.
Such toll free sites may be staffed by a series of agents who have been trained in customer service. While most agents will have generalized training and knowledge in dealing with customers, they typically have different levels of experience and training with regards to particular skill sets. For example, certain agents will have extensive experience with one type of product or transaction, while other agents will have experience with different products or transactions. Thus, agents may have different skill sets. Two agents may have familiarity with a given product or transaction, but may have a different level of skill for the given item. Thus, agents may have different skill levels for a given skill set.
Additionally, certain agents may have specialized skill sets not readily adapted to training, but still very important to certain customers. For example, some agents may have fluency in certain languages, such as Spanish or French.
Turning to the other side of the customer service interaction, each customer may need a different type of service or transaction and, moreover, each customer may have certain other non-transaction specific needs. For example, in the context of a credit card provider, one customer may seek to execute a balance transfer from one card account to another. A second customer may seek to increase his/her credit limit. Thus, these two customers have different service needs. Consequently, each may need to be routed to a service specialist with the appropriate skill set, i.e., to execute a balance transfer or to process a credit card limit increase.
Some toll free sites are so-called "virtual call centers," whereby calls are routed to agents at call centers at different geographic locations. These systems have significant drawbacks in their ability to properly route calls. Often a customer's particular needs are not fully ascertained until after a call has been routed to a call site. It is not uncommon that a call will have to be rerouted to a different site because a qualified agent does not exist or is occupied at that site. In the example given above, the customer seeking a limit increase may be routed to a first site that has no available agents with that skill set. The result is that the call routing system must "pull back" the call to reroute it to a second site. This ties up system resources (e.g., ports at a peripheral device at the first call site) and often results in customer dissatisfaction. This problem, referred to as "site interflow," is a significant drawback in conventional systems.
Having routed the call to a second site with an agent qualified to execute limit increases, the call routing system might then learn that this customer requires an agent with fluency in Spanish. The call routing system may learn this when the customer first talks with an agent. Or the customer may be first be routed to a "front-end" interactive voice response unit (IVR or VRU) at the call site. The customer may then enter digits in response to a menu asking whether the customer has special language requirements. In this example, the call routing system may now be required to route the customer to a third call site because the second site has no agent fluent in Spanish and also qualified to execute limit increases. Again, system resources are tied up and the customer is may be further irritated by the delay in servicing the call.
In short, conventional systems' inability to route calls to the best agent on the "first pass" results in two significant drawbacks. First, system resources are used suboptimally, resulting in significant costs for call routing systems that may have to handle thousands of calls per hour. Second, customer satisfaction is not maximized, resulting in lost accounts and sales. In a modem economy where service is the hallmark of successful enterprises, this is a significant disadvantage.
Another disadvantage of conventional call routing systems is their cost. Implementing a virtual call center may require costly hardware and software in the form of a central routing controller server, interexchange (IXC) long distance interface, administrative work stations, various peripherals such as automatic call distributors (ACDs) and primary branch exchange units (PBXs), and hardware for the network interface such as for a Wide Area Network (WAN). There are also significant costs associated with the software necessary for interface with the IXC, load balancing, data management, and network interfacing (e.g., WAN system administration). There are also significant costs for the human capital required, i.e., the money required to train and pay agents and call routing system support personnel.
The high cost of implementing and operating conventional virtual call routing schemes is a significant disadvantage that may prevent smaller, undercapitalized business concerns from creating virtual call center services.
Other problems and drawbacks also exist.
According to Andrews, et. al., U.S. Pat. No. 5,546,452, a generalized call routing system is disclosed having a central controller distributing calls to agent systems based on real time status information and generalized load balancing considerations. However, the Andrews system does not solve the problems described above, nor does it achieve some of the objects and provide many the advantages of the invention described below.
For these and like reasons, what is desired is a system and method of providing a call routing system providing a virtual call center configured with centralized IVR's so that customer calls are more efficiently routed to qualified advisors without undue rerouting and queues within a call site.
Accordingly, it is one object of the present invention to overcome one or more of the aforementioned and other limitations of existing systems and methods for providing a virtual call center.
It is another object of the invention to provide a virtual call center with a virtual call center provider that is associated with a series of partners so that costs are reduced and hardware/software and human resources are shared.
It is another object of the invention to provide a virtual call center with strategic decisioning logic relying on customer behavior data or profile in order to route callers in a fashion that increases customer satisfaction and revenue.
It is another object of the invention to provide a virtual call center with proactive servicing, whereby database information and strategic decisioning logic is employed to predict other services and products of interest to a caller so that the call can be routed accordingly.
To achieve these and other objects of the present invention, and in accordance with the purpose of the invention, as embodied and broadly described, an embodiment of the present invention comprises an apparatus and method for a call routing system supporting the virtual call center provider (e.g., the main business concern) and a series of associated partners. Costs of implementation and operation are spread amongst the users. The system employs one or more banks of centralized IVR's to permit customer input information to be gathered before call routing to call sites within the virtual call center network. Site interflow and post-routing requirements are reduced. The system employs decisioning logic based on customer behavior or profile data in order to provide routing strategies (where to send the call) and handling strategies (how should the agent handle the call once received). This strategic decisioning logic also generates routing strategies for so-called "proactive servicing," or routing based in part on predictions about other services or products of interest to a customer based on behavior or profile data.
The accompanying drawings are included to provide a further understanding of the invention and are incorporated in and constitute part of this specification, illustrate several embodiments of the invention and, together with the description, serve to explain the principles of the invention. It will become apparent from the drawings and detailed description that other objects, advantages and benefits of the invention also exist.
Additional features and advantages of the invention will be set forth in the description that follows, and in part will be apparent from the description, or may be learned by practice of the invention. The objects and other advantages of the invention will be realized and attained by the system and methods, particularly pointed out in the written description and claims hereof as well as the appended drawings.
The purpose and advantages of the present invention will be apparent to those of skill in the art from the following detailed description in conjunction with the appended drawings in which like reference characters are used to indicate like elements, and in which:
FIG. 1 is a block diagram of the call routing system according to an embodiment of the invention, including a central server system, IVR's, call site centers, data logger system, administrative controller system, database, IXC and IXC interface, local exchange and call originating site.
FIG. 2 is a block diagram according to an embodiment of the invention illustrating data that may be stored in a call router database.
FIG. 3 is a block diagram according to an embodiment of the invention illustrating a call center for receiving calls routed by the call routing system.
FIG. 4 is a block diagram according to an embodiment of the invention illustrating an IVR system, including a control server, interface and series of individual IVR's, for receiving caller information in order to facilitate proper routing.
FIG. 5 is a block diagram according to an embodiment of the invention illustrating the concept of queue assignment at the call site centers.
FIG. 6 is a block diagram according to an embodiment of the invention illustrating the partnering concept for servicing of multiple business concerns using the call routing system.
FIG. 7 is a flowchart illustrating a method, according to an embodiment of the invention, for servicing callers using the call routing system.
FIG. 8 is a flowchart illustrating a method, according to an embodiment of the invention, for the central server system to prepare routing and handling strategies to facilitate the delivery of a general 800# call to a qualified agent.
FIG. 9 is a flowchart illustrating a method, according to an embodiment of the invention, for the central server system to prepare a routing strategy for delivery of a partner 800# call to a qualified agent.
FIG. 10 is a diagram illustrating, according to an embodiment of the invention, the potential routing paths of a call placed to a toll-free number for the call routing system.
As discussed in the Summary of the Invention, the present invention is directed to a method and apparatus for a call routing system that reduces post-routing site interflow and that supports multiple partners and proactive servicing through strategic decisioning.
Strategic decisioning generally refers to the concept of establishing informed routing strategies based on some combination of customer-supplied data, DNIS/ANI data, and customer profile behavior data to improve caller satisfaction, reduce interflow and provide proactive servicing and cross-selling.
Overview of the System
FIG. 1 depicts an overview of the system, according to an embodiment of the present invention, including central server system 100; data logger system 110; administrative controller system 115; call router database 105; IVR system1 125; IVR system2 120; call site center system1 145; call site center system2 150; call site center system3 155; IXC interface 127; interexchange carrier (IXC) 130; local exchange carrier 135; and caller 140.
Central server system 100 comprises a server system for centralized control over the call routing in the call routing system. Generally, central server system 100 includes hardware and software for supporting system administration, database management, carrier network interface, and transmission/reception of data to/from the central IVR's (blocks 120 and 125) and call site center systems (blocks 145-155). In general, central server system 100 receives routing requests from interexchange carrier (IXC) 130. Central server system 100 processes routing requests, as well as other information, to issue a return route address to IXC 130 to control where a call is routed. As will be discussed in greater detail below, sometimes the return route address causes a call to be forwarded to an IVR system (e.g., pre-routing to IVR system1 125 or IVR system2 120), and other times the call is forwarded to one of the call site center systems (e.g., post-routing call site center systems 1-3, modules 145-155).
In one embodiment, central server system 100 comprises an Intelligent CallRouter™ (ICR) system marketed by GeoTel Communications for call routing to a plurality of peripherals at call centers. While not depicted in FIG. 1, one or more backup servers may be provided for purposes of redundancy to ameliorate or eliminate the effects of crashes, malfunctions and the like.
Regarding the communication between central server system 100 and the other system elements, the interface and protocol may comprise means familiar to those of skill in the art. The interface between system elements may be through direct connection or direct lines or may be over a network, such as the Internet, Wide Area Network (WAN), Local Area Network (LAN) or the like. In the preferred embodiment, call site center systems 1-3 (blocks 145-155) interface with central server 100 over a WAN. Regarding data format for non-voice data (such as real-time status information transmitted from peripherals to central server system 100), TCP/IP protocol is used, although departures therefrom remain within the spirit and scope of the invention.
Data logger system 110 comprises hardware and software for logging activity of the call routing system. For example, data logger system 110 may provide for the storage of records reflecting the path taken by every call entering the call routing system. Data logger 110 may store records reflecting activity levels of various peripherals, such as IVR's and call centers, so that system administration personnel can evaluate long term loading levels. Data logger system 110 may provide for storage of both short-term transactional data (see, e.g., FIG. 2, module 200) and long term historical data (see, e.g., FIG. 2, module 205).
Administrative controller system 115 may comprise a workstation or the like for administering and monitoring the call routing system. Administrative controller system 115 may be used to input new parameters or routing scripts to central server system 100. Administrative controller system 115 may be used to access data in order to generate reports reflecting activity on the call routing system, such as volume of calls, allocation of calls to various queues, rate of account recognition, site interflow rates and so forth.
Call router database (CRD) 105 comprises storage means for storing data for the call router system. CRD 105, discussed further below in connection with FIG. 2, may comprise any reliable storage technology, such as hard drives, CD-ROM, optical drives and so on. Generally, CRD 105 is accessed by central server system 100 in order to retrieve customer identification and profile or behavior data in order to generate routing strategies and return addresses. CRD 105 is also controlled by central server system 100 to store transaction and history data reflecting activity on the call routing system.
IVR system1 125 and IVR system2 120 collect information from callers (e.g., using touch-tone activated voice menus) in order to route calls to the proper target, such as to a qualified agent at a queue at a call site. In the preferred embodiment, calls are first forwarded (i.e., pre-routed) to one of said IVR systems. Callers can receive automated servicing and access to their accounts using the touchstone controlled menus. Alternatively, callers seeking servicing by a live agent can "dial out" by entering "#" or the like. In that event, additional information can be received in order to recognize the proper account and provide the best return route address to IXC 130. In this embodiment, once the return route address (e.g., for post-routing) is determined by central server system 100, the call may be returned from the IVR to IXC 130 by using a technology such as so-called "take back and transfer" (TNT) technology supported by MCI Corp. Once the call is returned to IXC 130, it is routed to the proper target in accordance with the return route address. IVR system1 125 is discussed further in connection with FIG. 4.
Call site center systems 1-3 (blocks 145-155) comprise call sites for receiving calls forwarded by IXC 130. Generally, said call sites will comprise one or more so-called peripherals capable of receiving calls, such as local VRU's, PBX's (Private Branch Exchange), and ACD's (Automatic Call Distributors). Said call sites generally include agents and agent workstations for human-assisted call processing, further discussed in connection with FIG. 3.
IXC interface 127 represents hardware/software that may be required to convert data transmitted between IXC 130 and central server system 100. Long distance carriers may have data formats (e.g., for the route request and return address) that differ among long distance providers (e.g., MCI™ v. Sprint™) and that may require conversion into a format usable by central server system 100. Broadly speaking, IXC interface 127 represents the interface that permits the integration of computers and telephony (often referred to as CTI or computer telephony integration) for the call routing system.
IXC 130 represents the long distance carrier network that is controlled by central server system 100 to route calls to call sites and queues at the different geographic locations. While not depicted in FIG. 1, IXC 130 may further comprise a data access point (DAP) representing the point or node in the long distance switching network that receives return route address data to determine call destination.
Local exchange carrier (LXC) 135 represents that local phone network receiving a customer's call in a local area for forwarding to IXC 130. For example, a customer calling a toll-free 800 number is routed through his/her local phone network to the long distance network, IXC 130.
Caller 140 represents the caller originating a call that is routed through the call routing system.
The Call Router Database
FIG. 2 further illustrates CRD 105, which comprises the data maintained by the call routing system, including short term log data module 200; long term historical data module 205; peripheral status data module 210; customer profile behavior data module 215; account lookup data module 220; IVR transaction data module 225; strategies module 230; and routing codes data module 235.
At the outset, those of skill in the art will appreciate that the allocation of the data components of CRD 105, as depicted in FIG. 2, is functional and exemplary. The depicted modules could easily be combined or further divided without departing from the spirit of the invention. The purpose of FIG. 2 is to further explain the invention and is not intended to suggest that any particular database structure must be maintained.
Short term log data module 200 may comprise a module for storing short term data maintained by the call routing system, such as a log of transactions associated with recent calls. For example, if a call has been transferred out of a first site for some reason (e.g., a caller has an unsuccessful transaction with a given agent), short term data may be accessed to ensure that the call routing system reroutes the call to the proper target queue (e.g., not back to the very same agent). Long term historical data module 205 may comprise a module for storing data reflecting long term usage and trends in the call routing system. In one embodiment, the data in long term historical data module 205 may comprise the results of averaging or integrating the short term data. Long term historical data module 205 may store such data as call volume distribution (e.g., across call centers), average wait times, average service times, call distribution across queue types, and so forth.
Peripheral status data module 210 may be a module for storing real-time status information from various system components, such as peripherals at the call centers and IVR systems. Such status information may include information indicating which queues (or agents) are busy or available. Status information stored by peripheral status data module 210 may be used by the strategic decisioning and load balancing logic (discussed further below) performed by central server system 100 to establish viable route return addresses.
Customer profile behavior data module 215 may comprise a data module for storing data reflecting customer profiles and behavior. Strategic decisioning logic, especially as regards proactive servicing or cross-selling, relies on predictions of caller needs based on past purchasing behavior of consumers as well as general demographic data. For example, customers carrying high balances may generally be interested in balance transfers to accounts with lower interest rates. Customers who have engaged in transactions with a partner providing computer equipment may be interested in proactive servicing for Internet services or other computer-related products. Customers who have purchased airline tickets using their credit cards may be interested in special travel packages. Customers meeting certain demographic profiles, for example, particular age groups, may be interested in purchasing certain insurance packages. In general, customer profile behavior data module 215 contains the data that is used by the call routing system to make strategic decisioning predictions about caller needs.
Account lookup data module 220 may comprise a data module storing caller account and identification data. For example, if the caller is a credit cardholder calling in reference to his/her account, account lookup data module 220 can be accessed to retrieve transactions for the last month and other account data. Account lookup data module 220 may father comprise identification data of a caller, such as name, phone number, address, PIN number, and so forth. When a caller first calls, basic information such as calling number ID (number from which the call originates) and/or information submitted to an IVR (such as an account number and/or PIN ID) can be used to identify the caller in the first instance. This information can be further used to retrieve the proper account data for the caller. This process can be referred to as "account recognition". One objective of the instant invention is to maximize account recognition so that proper routing strategies can be established and customer satisfaction is maximized.
IVR transaction data module 225 may comprise a module containing transaction data from the IVR banks (see, e.g., FIG. 1, IVR system1 125 and IVR systern2 120). In the preferred embodiment of the present invention, so-called centralized IVR's are employed within the call routing system network to secure additional data from a caller before routing to an individual call site. In this fashion, additional information may be secured from the caller so that the proper account is recognized and strategic decisioning logic and load balancing logic can be employed to route the call to the best target. This reduces unnecessary site interflow and post-routing that plagues conventional systems. IVR transaction data module 225 generally includes data collected from a caller when routed to an IVR, which may prompt the caller to select various options and enter touch-tone digits via menu selection.
Routing codes data module 235 comprises a data module with routing codes associated with particular accounts that correspond to particular routing strategies. For example, routing codes data module 235 may comprise routing codes that indicate that the customer for Account Number 123456 should receive proactive servicing for balance transfers or Internet services. As a result, when that customer calls the virtual call center and his/her account is recognized, routing codes data module 235 will be checked to ascertain whether this customer has been pre-designated for particular servicing. In one embodiment, the routing codes are derived by periodic processing of some combination of profile data from module 215 and/or account data from module 220. This periodic processing to create routing codes may be automated or may entail human intervention.
Strategies module 230 generally contains the logic or scripts for the routing strategies. Scripts refer to the language or set of commands employed by central server system 100 to determine a target site and/or target queue for a given call. In one embodiment, said scripts include logic for strategic decisioning (identifying candidate target queues for a given call) and load balancing (balancing the load across available resources). In the preferred embodiment, strategies module 230 contains the strategies corresponding to routing codes stored in routing codes data module 235.
Call Site Center System
FIG. 3 illustrates an exemplary embodiment of call site center system 145, including central server call center interface 302; call center administrative system 304; primary branch exchange (PBX) 306; central server ACD interface 308; automatic call distributor (ACD) 310; agent1 system 316; agent2 system 318; agent3 system 320; phone1 322; agent workstation1 324; phone2 326; agent workstation2 328; phone3 330; and agent workstation3 332. Call site center 145 may further comprise call site VRUs (not depicted), although the need for them is substantially obviated by the centralized VRU banks (modules 120-125) employed by the invention.
In the preferred embodiment, each call site center system interfaces with central server system 100 over a WAN, although those of ordinary skill will appreciate that the interface could encompass other packet-switched technologies for communication between remote systems, such via the Internet, World Wide Web, Internet Protocol Next Generation (IPng), Local Area Network (LAN) and the like. Central server call center interface 302 represents the hardware and software for the interface between call site center systems 145-155 and central server system 100 which, in the preferred embodiment, employs so-called TCP/IP data communications protocol.
Call center administrative system 304 may comprise a computer workstation or the like for administration of each call site center system. This system may be used to monitor activity at the call site center system, modify operating parameters, compile and print activity reports, and perform other administrative functions.
PBX 306 depicts a primary branch exchange device, know in the art, for routing incoming calls to local extensions at the site. As illustrated in FIG. 3, PBX 306 may route incoming calls to agents through ACD 310.
Central server ACD interface 308 represents software and hardware for ACD 310 to interface with central server system 100. ACD 310 is a programmable automatic call distributor device, know in the art, for routing incoming calls to so-called targets at the call center, here to the various agent systems. Agent1 system 316, Agent2 system 318 and Agent3 system 320 may comprise a plurality of agent systems for qualified agents to service calls. Each agent system may be comprised of one or more agents and a phone and workstation, as depicted by phone1 322/agent workstation1 324, phone2 326/agent workstation3 328, and phone3 330/agent workstation 332. The agent workstations may be used to display caller information to the agent, such as identification and account information, as well as handling strategy information forwarded by central server system 100. In the preferred embodiment, agents will "log-in" to those queues for which they qualify.
The IVR Banks
The IVR (Interactive Voice Response Unit) systems, e.g., IVR system1 125, may comprise a series of IVR devices, as illustrated in FIG. 4. In the preferred embodiment, the call routing system comprises two centralized IVR banks comprising IVR system1 125 and IVR system2 120. In this exemplary embodiment, IVR system1 125 comprises central server IVR interface 405; and a series of individual IVR devices IVR1 415, IVR2 420, VR3 425 and IVR N 430.
Central server IVR interface 405 represents hardware and software for interfacing the IVR banks with central server system 100. In the preferred embodiment, the data communications protocol is TCP/IP, although those of ordinary skill will appreciate that other formats may be used. Regarding load balancing, central server system 100 may load balance between IVR system1 125 and IVR system2 120. Status information regarding the operational states of the IVR's is forwarded from IVR system1 125 and IVR system2 120 for the purposes of load balancing so that the proper (pre)route return address can be computed (see, e.g., FIG. 2, module 225).
As touched upon previously, IVR system1 125 and IVR system2 120 are considered "system level" or centralized IVRs that improve the performance of the instant call routing system compared to conventional approaches. Conventional systems generally provide a central server for prerouting (from the long distance exchange to a target within the call router network, such as a call site) and post-routing (from the target to another node in the call router network). Conventional systems rely on limited information for pre-routing (such as originating call number and called number) so that it is not uncommon that upon arrival at the target device, a call must be forwarded out of a first call site to a second call site for proper servicing (the interflow problem) or to another target within the first call site (the re-routing problem).
By incorporating shared IVR systems within the call routing network (e.g., modules 120 and 125) before a call is forwarded to a local call site, additional information can be received so that it is more likely that the correct account is recognized and the proper routing strategy is computed. The effect is that the so-called hit-rate (% of calls properly routed) increases dramatically, costs are reduced, and revenues and customer satisfaction are improved.
Prior systems employed premises-based VRUs (at the call sites) or network-based VRUs. Premises-based VRU systems often result in suboptimal account recognition and site interflow problems. Network-based VRU systems sometimes referred to as "network level prompting," direct incoming calls to a VRU within the long distance carrier network (e.g., IXC 130, FIG. 1). Network level prompting may increase account recognition somewhat (over premises-based VRUs) because the customer provides additional information (via touch tone input) before the call is routed. There are significant disadvantages, however. First, there is no full access to the call router database (e.g., CRD 105) since the VRU is within the external long distance carrier network. Second, network level prompting VRU's generally do not provide full automated service and account access if the caller decides not to switch out of the automated system. It has been found that typically about fifty percent (50%) of calls terminate at the VRUs. Thus, the centralized VRUs of the present invention have the advantage of providing full access to the account data in the CRD database if the caller does not require human servicing. It has also been found that account recognition has increased from about 60% to approximately 78-85% in moving from a network level prompting virtual call center to one employing the centralized VRUs of the present invention.
Queuing and Partnering in the Call Routing System
FIG. 5 illustrates the concept of call queues supported by the call routing system. Queues represent categories of skill sets or subject matters that are supported by agents. Each call site center may support a variety of queues depending on the services provided by the virtual call center provider and associated partners. Agents may be qualified to support different queues (so-called multiple queue assignment or MQA) and may even have skill level designations to differentiate capability for a given queue. By way of example, a first agent may be qualified to support the general queue as well as a Spanish queue at skill level 2. Another agent, who happens to be more fluent in Spanish, may be assigned to the Spanish queue at skill level 1. Agents generally log in to the appropriate queues when they begin servicing calls, although some queue assignments may be automated (e.g., last advisor queue, discussed below).
FIG. 5 illustrates the queue concept for an exemplary embodiment of the call routing system. In the call routing system of FIG. 5, there are three call site centers, site 1, site 2, and site 3. Each site supports a series of different queues. Site 1 supports general queue 502 for so-called general service calls. In the preferred embodiment, where the virtual call center provider provides credit card services, general queue 502 provides general service associated with a cardholder's account, such as balance inquiries, disputed charges, lost or stolen card reports, and the like. Retention queue 504 represents a queue for retaining customers who may be terminating their account or whose service agreement term is near an end. Spanish queue 506 is provided to service callers requiring a Spanish-speaking agent. Proactive service queue product 1 and product 2 represents a queue assigned for proactive servicing or marketing associated with two designated products (or services). Multipartner queue 510 may be a queue for supporting several different partners as a consolidated queue. Best cardmember queue 512 represents a queue assigned for servicing valued callers, such as cardmembers with excellent payment histories or especially profitable accounts. Last advisor queue 514 is a queue assigned for routing a caller to the advisor who serviced him/her during the last call. For example, a caller engaged in an ongoing discussion regarding a disputed charge may prefer to deal with the agent familiar with the matter.
According to FIG. 5, another call site center system at site 2 comprises partner 1 queue 516 for servicing calls for a first partner, partner 2 queue 518 for servicing calls for a second partner, proactive service queue product 3 and product 4 520 (similar to block 508), general queue 522, cobrands queue 524 for servicing cobranded products or services, best cardmember queue 526, and last advisor queue 528. Yet another call site center system at site 3 comprises general queue 530, partner 3 queue 532, best cardmember queue 534 and last advisor queue 536.
The operation of the call routing system is such that data is stored (e.g., by call center administrative system 304) reflecting the various queues that each agent can support. Additionally, each agent logs in so that central server system 100 can perform the strategic decisioning and load balancing functions based on up-to-date information of agents (and their specialties) actually available.
FIG. 6 illustrates the partnering concept of the call routing system. In the preferred embodiment, a virtual call center provider 602 (e.g., a credit card service provider) "partners" with a series of other business concerns, such as merchants or service providers. Thus, the call routing system supports not only the virtual call center provider's service requirements, but also those of partners. The benefit is that costs are spread among the different business concerns so that partners, who otherwise may be unable to finance their own virtual call center, can provide service and marketing heretofore limited to larger, well-capitalized concerns. Moreover, by partnering, the call router system provides cross-marketing or cross-selling opportunities not otherwise feasible. According to the exemplary scenario of FIG. 6, virtual all center provider 602 also supports call routing for partner 1 604, partner 2 606, partner 3 608 and partner n 610.
Overview of a Method for Call Routine
FIG. 7 is a flowchart illustrating a method for call routing according to one embodiment of the present invention. The call routing system receives a call, according to step 700. Referring to FIG. 1, the call may be routed through LXC 135 to IXC 130, where a route request is passed to central server system 100 through IXC interface 127, indicating that a call has been placed. Next, the call routing system performs IVR system load balancing, according to step 705. In the embodiment illustrated by FIG. 1, central server 100, based on status information received from the IVR banks (blocks 120 and 125), may perform load balancing to determine which of the IVRs should receive the call.
According to step 710, the call is pre-routed to one of the IVR systems. According to decision block 712, the caller may either select automated servicing ("No"), in which case automated servicing and account access will be provided without human intervention, according to step 714. If the caller desires servicing by a live agent ("yes") he/she can indicate that by entering a digit such as "#" or "0". According to step 715, the caller submits information to the IVR device, such as keypad entries for account number, PIN, phone number, etc. According to step 717, the call routing system retrieves DNIS (dialed number identification service) or ANI (automatic number identification) data based on the called number or originating number. As will be further explained in connection with FIG. 10, the call routing system may support toll-free calls to one of several 800 numbers or the like. Certain 800 numbers may be assigned to certain partners or queues, so that calls to partner-specific 800 numbers will be routed directly to those partner queues.
The caller information submitted to the IVR is sent to central server system 100, according to step 720, and the central server system attempts to identify or recognize the account, according to step 722, and retrieves account and/or routing code data According to step 725, central server system 100 generates a routing strategy based on the caller information. Based on the preroute information and information from the database (see, e.g., customer profile behavior data module 215, routing codes data module 235, and strategies module 230), several routing strategies may be obtained. For example, central server system 100 may determine the caller, who is seeking a limit increase, should be routed to a general queue. Based on demographic and customer profile data, central server 100 may also determine that this caller is a good candidate for proactive servicing for products 2 and 4. In this case, central server system 100 provides a first routing strategy for sending the call to site 1 to an agent qualified for general queue 502 and proactive service queue product 1 and product 2 508 (see FIG. 5). Likewise, a second routing strategy is obtained for sending this call to site 2 to an agent qualified for general queue 522 and proactive service queue product 3 and 4 520. This step may further comprise arbitration logic to determine which of the several candidate routing strategies will be selected.
According to step 730, central server system 100 generates a handling strategy corresponding to each routing strategy. For example, for the first exemplary strategy discussed above, a handling strategy informs the agent that this caller seeks a limit increase and may be interested in product 2. According to step 735, central server system 100 performs load balancing analysis to rationally distribute the call load among available queues (e.g., among the agents staffing call site systems 1-3, modules 145-155, FIG. 1). As mentioned previously, the load balancing analysis is based on substantially real-time status information received from the various components of the call routing system.
According to step 740, central server system 100 provides a route return address to the long distance network (e.g., to IXC 130 through IXC interface 127). The network utilizes so-called take back and transfer™ logic or the like, according to step 745, to take the call from inside the call routing system network and route it to the designated target (e.g., a particular call site system and queue), according to step 750. Those of ordinary skill will appreciate that the present invention is not limited to any particular technology for routing the calls from the IVR banks (blocks 120-125) back through the phone network to the target site, and that so-called take back and transfer technology™ is but one means for accomplishing the desired result.
According to step 760, central server system 100 sends a handling strategy to the target site, which can be presented at an agent workstation (e.g., agent workstation1 324, FIG. 3) for personalized treatment. The target site routes the call and handling strategy to the proper agent, according to step 765, and the agent handles the call, according to step 770.
Strategic Decisioning and Routing Strategies
FIG. 8 is a flowchart further illustrating the routing strategy generated by central server system 100 to route calls to queues at call site systems when a general 800# is called (see block 1004, FIG. 10). According to step 805, central server system 100 receives preroute information for the call. As previously discussed, this may comprise information such as called number, originating number and data collected by one of the IVR banks, i.e., IVR system1 125 and IVR system2 120. Caller account data and routing codes are retrieved from account lookup data (see, e.g., account lookup data module 220 and routing codes data module 235, FIG. 2), according to step 810. According to step 815, caller profile behavior data (see, e.g., customer profile behavior data module 215, FIG. 2) is retrieved. Based on the retrieved data, strategic decisioning scripts are run, according to step 820, in order to generate one or more routing strategies and candidate queues for the call, as in step 825 (see, e.g., modules 230 and 235, FIG. 2). Generally, a routing strategy generates a proposed queue or queues for a given call and the appropriate return address data. As those of ordinary skill will appreciate, the strategic decisioning scripts will be a function of the composition of the various queues in a given call decisioning system, and are readily developed as a combination of logical statements or so-called "scripts" developed for call routers.
A handling strategy is identified by central server system 100, as in step 830, so that an agent fielding the call is provided information appropriate to the routing strategy. The routing strategy selected is then used to route the call to the proper target site and site queue, according to step 835. Finally, the handling strategy is used by the agent who receives the call, as in step 840.
FIG. 9 is a flowchart further illustrating the routing strategy generated by central server 100 to route calls when a partner 800# is called (see block 1006, FIG. 10). Central server system 100 receives the caller information, according to step 902. Caller account data is retrieved from the account lookup data, as in step 904. Partner decisioning scripts are run, as in step 906. Since the virtual call center supports not only the so-called main business concern, but also the partners, each partner may provide its own decisioning scripts which could be stored in a module such as strategies module 230 of FIG. 2. According to step 908, one or more routing strategies and candidates queues are identified. According to step 910, the selected routing strategy is sued to route the call to the proper call site and queue.
A Call Flow Diagram for a Call Routing System
FIG. 10 illustrates the various paths that may be taken by a virtual call center according to one embodiment of the invention. Calls 1002 may comprise general 800# calls 1004 or partner 800# calls 1006. Thus, the call routing system may accept toll-free calls with numbers dedicated to specific partners, or a general number for the system. If the dialed number corresponds to a partner 800#, the call is routed to a dedicated partner queue, such as to partner 1 1008, partner 2 1010, partner 3 1012 and partner n 1014. Even when the dialed number corresponds to a partner 800#, queues for special needs such as Spanish 1018 or for proactive selling like sports 1016 (for sports products) may be supported.
If call 1002 corresponds to general 800# 1004, the call routing system logic provides for treatment in one of several categories. Based on preroute information, the call may be treated as partner account 1022, and routed to one of the queues partner 1 1034 through partner n 1036, sports 1038 and Spanish 1040. If preroute information does not permit central server system 100 to identify the account, the call is treated as unidentified account 1020. In this case, the call is forwarded to one of the call site systems, such as call site 1 1028, call site 2 1030 and call site n 1032, so that additional information can be requested from the caller. In one embodiment, such calls will be more or less equally load distributed across the call site center systems (here call site 1 1028 through call site n 1032) and routed to a general queue.
If preroute information determines the caller requires general information about his/her account (e.g., a balance inquiry), then the call is treated as general account 1026 and, will be routed in a load-balanced fashion to one of call site 1 1042, call site 2 1046, and call site n 1048, each of which supports a general queue.
Finally, if the strategic decisioning logic determines that the call is appropriate for proactive servicing, then appropriate routing and handling strategies are generated, and the call may be treated as new card 1050 (new cardmembers), essentials 1052 (home products and the like), health products 1054 (vitamins, supplements and the like), leisure/travel 1056, pet care 1058 (products and services for pets), welcome call 1060 (first-time callers) and other PS queues 1062.
Other embodiments and uses of this invention will be apparent to those having ordinary skill in the art upon consideration of the specification and practice of the invention disclosed herein. The specification and examples given should be considered exemplary only, and it is contemplated that the appended claims will cover any other such embodiments or modifications as fall within the true scope of the invention.
|Brevet cité
|Date de dépôt
|Date de publication
|27 déc. 1984
|15 sept. 1987
|The Advest Group, Inc.
|Banking/brokerage computer interface system
|2 juin 1986
|15 sept. 1987
|Innings Telecom Inc.
|Computerized system for routing incoming telephone calls to a plurality of agent positions
|10 juil. 1985
|26 janv. 1988
|Ncr Corporation
|Input system for POS terminal
|1 juil. 1985
|27 sept. 1988
|Chrysler First Information Technologies Inc.
|Financial data processing system and method
|16 juin 1987
|10 janv. 1989
|Inventions, Inc.
|Customer account online servicing system
|7 aoűt 1987
|3 avr. 1990
|Chrysler First Information Technologies, Inc.
|Financial data processing system with distributed data input devices and method of use
|4 juin 1990
|17 nov. 1992
|Voice response system with automated data transfer
|26 déc. 1990
|27 avr. 1993
|At&T Bell Laboratories
|Automatic call distribution based on matching required skills with agents skills
|30 mai 1991
|11 janv. 1994
|Davox Corporation
|System for managing a hold queue
|20 mai 1991
|3 mai 1994
|Inventions, Inc.
|Automated voice system for improving agent efficiency and improving service to parties on hold
|2 juil. 1992
|3 mai 1994
|Rockwell International Corporation
|Telephone system with ubiquitous agents
|25 juil. 1991
|17 janv. 1995
|Checkfree Corporation
|System and method for electronically providing customer services including payment of bills, financial analysis and loans
|31 aoűt 1993
|7 mars 1995
|At&T Corp.
|Method for use by a telecommunications system in enabling improved attendant services
|9 juil. 1992
|9 mai 1995
|Messager Partners
|System for providing proactive call services utilizing remote monitors
|3 janv. 1995
|22 aoűt 1995
|At&T Corp.
|Interactive queuing sytem for call centers
|9 mars 1992
|19 sept. 1995
|Subscriber call routing processing system
|14 juil. 1994
|14 nov. 1995
|Digital Systems International, Inc.
|Integrated intelligent call blending
|29 avr. 1994
|23 avr. 1996
|Inventions, Inc.
|Automated voice system for improving agent efficiency and improving service to parties on hold
|11 avr. 1994
|7 mai 1996
|Mitel Corporation
|Multiple queue resource management
|1 juin 1994
|14 mai 1996
|Smith; B. Scott
|Method for allocating agent resources to multiple telephone call campaigns
|31 janv. 1994
|21 mai 1996
|Bell Communications Research, Inc.
|Network-based telephone system having interactive capabilities
|20 sept. 1994
|25 juin 1996
|At&T Corp.
|Method and system for dynamic customized call routing
|2 mars 1995
|13 aoűt 1996
|Geotel Communications Corp.
|Communications system using a central controller to control at least one network and agent system
|9 mars 1994
|1 oct. 1996
|Us West Technologies, Inc.
|Predictive calling scheduling system and method
|27 sept. 1995
|3 févr. 1998
|Siebel Systems, Inc.
|Method of selecting and presenting data from a database using a query language to a user of a computer system
|26 sept. 1995
|21 avr. 1998
|Telefonaktiebolaget Lm Ericsson
|Method and apparatus for automatically distributing calls to available logged-in call handling agents
|18 janv. 1995
|21 avr. 1998
|King; Douglas L.
|Method and apparatus of creating financial instrument and administering an adjustable rate loan system
|5 juin 1995
|2 juin 1998
|Mitel Corporation
|Service context sensitive features and applications
|18 avr. 1996
|21 juil. 1998
|Davox Corporation
|Telephony call center with agent work groups
|31 oct. 1995
|10 nov. 1998
|Herz; Frederick S. M.
|System for generation of object profiles for a system for customized electronic identification of desirable objects
|4 mars 1996
|8 déc. 1998
|Geotel Communications Corp.
|Communications system using a central controller to control at least one network and agent system
|28 avr. 1998
|2 mars 1999
|Geotel Communications Corp
|Communications system and method for operating same
|17 déc. 1997
|18 avr. 2000
|Lucent Technologies Inc.
|Arrangement for equalizing levels of service among skills
|17 avr. 1998
|16 mai 2000
|Andersen Consulting Llp
|Context manager and method for a virtual sales and service center
|13 nov. 1998
|10 avr. 2001
|Genesys Telecommunications Laboratories, Inc.
|Private IP telephony backbone linking widely-distributed enterprise sites
|11 juil. 2001
|7 févr. 2002
|Ellen Barbara
|Method and system for on-line payments
|18 mai 2001
|21 févr. 2002
|Antognini Walter Gerard
|System and method for digital bill presentment and payment
|"Delivering the Right Information to the Right Resource or Every Customer Interaction"; Intelligent CALLRouter(TM) @www.geotel.com/solution.icr/default/htm (website printout, four pages).
|"Innovative Call Center Solutions" sales brochure materials (undated) by Center Force Technologies distributed at Nov. 1999 conference (21) pages.
|"Delivering the Right Information to the Right Resource or Every Customer Interaction"; Intelligent CALLRouter™ @www.geotel.com/solution.icr/default/htm (website printout, four pages).
|Call and Web Centres, Computer Telephony Solutions, May 25, 1999.
|Computer Telephony Systems, Computer Telephony Solutions, May 25, 1999.
|CTI (Computer-Telephony Integration), p. 208.
|Internet Telephony, Computer Telephony Solutions, May 25, 1999.
|Kelly Mahoney, Customer Base Management: Leverage Telemarketing and Call Center Environment, Direct Marketing, vol. 59, No. 6, p.20, Oct. 1, 1996.
|Rule 132 Declaration by Inventor Djovana Shkreli dated Jan. 6, 2000 (submitted herewith). (2 pages).
|Rule 132 Declaration by Inventor Thorp Foster dated Jan. 10, 2000 (submitted herewith). (3 pages).
|Telemarketing & Customer Support Outsourcing, Computer Telephony Solutions, May 25, 1999.
|Telephony, CTI, Inc., May 25, 1999.
|VocalTec Telephony Gateway Product Brochure, VoclTec Ltd., Jan. 1, 1996.
|VocalTec Telephony Gateway Product Overview, VoclTec Ltd., Jan. 1, 1996.
|Brevet citant
|Date de dépôt
|Date de publication
|4 mars 2002
|26 juil. 2005
|Verizon Corporate Services Group Inc.
|System and method for assessing a call center
|11 oct. 2005
|15 juil. 2008
|Hewlett-Packard Development Company, L.P.
|Operator network that routes customer care calls based on subscriber/device profile and CSR skill set
|19 aoűt 2004
|9 févr. 2010
|Bevocal Llc
|Configurable information collection system, method and computer program product utilizing speech recognition
|16 oct. 2005
|20 juil. 2010
|Tran Bao Q
|Camera-phone barcode scanning support
|21 déc. 2005
|31 mai 2011
|International Business Machines Corporation
|Load balancing based upon speech processing specific factors
|12 déc. 2005
|6 sept. 2011
|International Business Machines Corporation
|Method to distribute speech resources in a media server
|12 déc. 2005
|20 mars 2012
|International Business Machines Corporation
|Load balancing and failover of distributed media resources in a media server
|1 oct. 2007
|9 oct. 2012
|Blackboard Connect Inc.
|Method for dispersing the transmission of mass notifications
|27 déc. 2007
|5 févr. 2013
|Genesys Telecommunications Laboratories, Inc.
|Method and system for propagating statistics between federated contact center sites for use in event distribution
|28 janv. 2011
|5 mars 2013
|Spring Communications Company L.P.
|Customer care call routing
|12 déc. 2006
|18 juin 2013
|Hewlett-Packard Development Company, L.P.
|Initialization and update of software and/or firmware in electronic devices
|11 avr. 2003
|2 juil. 2013
|Hewlett-Packard Development Company, L.P.
|Pattern detection preprocessor in an electronic device update generation system
|6 déc. 2004
|3 sept. 2013
|Palm, Inc.
|Centralized rules repository for smart phone customer care
|14 sept. 2012
|10 sept. 2013
|Jpmorgan Chase Bank, N.A.
|System and method for integrated customer management
|17 sept. 2004
|8 oct. 2013
|Palm. Inc.
|Network for updating electronic devices
|26 avr. 2013
|5 nov. 2013
|At&T Intellectual Property I, L.P.
|Efficiency report incorporating communication switch statistics
|27 févr. 2011
|5 nov. 2013
|Palm, Inc.
|Updating an electronic device with update agent code
|9 juin 2010
|4 mars 2014
|Muse Green Investments LLC
|Systems and methods for providing customer support
|23 oct. 2012
|1 avr. 2014
|Jpmorgan Chase Bank, N.A.
|System and method for integrated customer management
|18 juin 2012
|15 avr. 2014
|Grape Technology Group, Inc.
|System and method for processing and routing incoming calls to a communication assistance system
|27 juil. 2007
|10 juin 2014
|Qualcomm Incorporated
|User experience and dependency management in a mobile device
|27 mars 2008
|30 sept. 2014
|Qualcomm Incorporated
|Operator network that routes customer care calls based on subscriber / device profile and CSR skill set
|26 avr. 2012
|18 nov. 2014
|Qualcomm Incorporated
|Device management in a network
|16 nov. 2012
|2 déc. 2014
|Muse Green Investments LLC
|Systems and methods for providing customer support
|4 janv. 2013
|13 janv. 2015
|Genesys Telecommunications Laboratories, Inc.
|Method and system for propagating statistics between federated contact center sites for use in event distribution
|17 janv. 2014
|31 mars 2015
|Jpmorgan Chase Bank, N.A.
|System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
|18 avr. 2003
|7 avr. 2015
|Verizon Patent And Licensing Inc.
|Optional services provisioning systems and methods
|25 avr. 2014
|14 juil. 2015
|Qualcomm Incorporated
|User experience and dependency management in a mobile device
|16 juil. 2015
|23 févr. 2016
|Mattersight Corporation
|System for automatically routing a communication
|13 mars 2015
|26 avr. 2016
|Jpmorgan Chase Bank, N.A.
|System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
|31 aoűt 2006
|17 janv. 2017
|Microsoft Technology Licensing, Llc
|Support incident routing
|8 déc. 2014
|21 févr. 2017
|Genesys Telecommunications Laboratories, Inc.
|Method and system for propagating statistics between federated contact center sites for use in event distribution
|23 mars 2016
|27 juin 2017
|Jpmorgan Chase Bank, N.A
|System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
|18 déc. 2015
|4 juil. 2017
|Mattersight Corporation
|Method and system for automatically routing a telephonic communication
|12 déc. 2003
|16 juin 2005
|Parker Jane S.
|Workforce planning system incorporating historic call-center related data
|27 janv. 2004
|16 juin 2005
|Scott Malat
|Methods and systems for managing call reports for the financial services industry
|19 sept. 2005
|20 avr. 2006
|Tran Bao Q
|Systems and methods for providing virtual reception services
|16 oct. 2005
|20 avr. 2006
|Tran Bao Q
|Systems and methods for call center load balancing
|11 oct. 2005
|29 juin 2006
|Jeffrey Brunet
|Operator network that routes customer care calls based on subscriber/device profile and CSR skill set
|30 déc. 2004
|6 juil. 2006
|Lexmark International, Inc.
|Methods and systems for routing data using a destination server
|12 déc. 2005
|14 juin 2007
|International Business Machines Corporation
|Method to Distribute Speech Resources in a Media Server
|12 déc. 2005
|14 juin 2007
|International Business Machines Corporation
|Load Balancing and Failover of Distributed Media Resources in a Media Server
|21 déc. 2005
|21 juin 2007
|International Business Machines Corporation
|Load balancing based upon speech processing specific factors
|31 aoűt 2006
|6 mars 2008
|Microsoft Corporation
|Support Incident Routing
|27 mars 2008
|24 juil. 2008
|Jeffrey Brunet
|Operator network that routes customer care calls based on subscriber / device profile and csr skill set
|1 oct. 2007
|2 avr. 2009
|Nti Group, Inc.
|System and method for throttling mass notifications
|27 déc. 2007
|2 juil. 2009
|Herbert Willi Artur Ristock
|Method and System for Propagating Statistics between Federated Contact Center Sites for use in Event Distribution
|9 juin 2010
|7 oct. 2010
|Tran Bao Q
|Systems and methods for providing customer support
|4 janv. 2013
|25 juil. 2013
|Genesys Telecommunications Laboratories, Inc.
|Method and system for propagating statistics between federated contact center sites for use in event distribution
|17 janv. 2014
|15 mai 2014
|Jpmorgan Chase Bank, N.A.
|System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
|13 mars 2015
|2 juil. 2015
|Jpmorgan Chase Bank, N.A.
|System andmethod of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
|23 mars 2016
|21 juil. 2016
|Jpmorgan Chase Bank, N.A.
|System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
|8 juil. 2016
|12 janv. 2017
|Genesys Telecommunications Laboratories, Inc.
|System and method for contact center shared economy
|Classification aux États-Unis
|379/265.02, 379/88.18, 379/266.01
|Classification internationale
|Classification coopérative
|Classification européenne
|3 sept. 2004
Owner name: BANK ONE, DELAWARE, DELAWARE
Free format text: CHANGE OF NAME;ASSIGNOR:FIRST USA BANK, N.A.;REEL/FRAME:015104/0643
Effective date: 20020930
|28 sept. 2007
|Fee payment
Year of fee payment: 4
|8 oct. 2007
|Maintenance fee reminder mailed
|23 sept. 2011
|Fee payment
Year of fee payment: 8
|2 sept. 2015
|Fee payment
Year of fee payment: 12


text:
Exposing The 9/11 Cover-up Is The Only Way To Bring About …
President Obama Exposing the 9/11 cover-up is the only way to bring about real change in America. See 11/11/2004 email from Kevin Ryan (Underwriters Laboratories, web cost Inc.) to Frank Gayle at NIST (Na- … Get Content Here
April 2012 Vol. 10, viagra dosage this No. 4 An Obama Second Term: In This Issue …
Requirements that Obama is imposing in his program of financial repression. My education on financial repression began abruptly on February 1 when I got an email from a senior vice president of the oldest bank … Fetch This Document
President Obama To Campaign In Marshalltown
President Barack Obama is making a historical campaign stop in Marshalltown Tuesday. The Obama for America campaign confirmed the visit by Obama and has requested use of the Marshall County Courthouse lawn on Tuesday between 2 and 5 p.m. … Read News
Donate To President Obama's Campaign And Enter To Win Court Time With 'Michael Freaking Jordan'
President Barack Obama's newest fundraiser may have basketball fans jumping for joy, treatment a donation to the campaign garners supporters a chance to win court time with "Michael Freaking Jordan." The Obama campaign email entitled "Michael Freaking Jordan" encourages Democrats to donate to the cause and get a chance to be among a select group of [] Donate To President Obama's Campaign And Enter To … Read News
The Obama Campaign
The Obama Campaign House parties: the spark •Email is used as a communication channel The Obama Campaign Voice of The President • The campaign succeeded in part because it bypassed … Retrieve Here
President Barack Obama And Former Mass. Governor Mitt Romney …
Email: firstname.lastname@example.com Ficano scandals hurting President Obama and Democratic candidates for November. Mixed results for organized labor and business community on collective bargaining rights and the … Read Content
Hillary Rodham Clinton – Wikipedia, The Free Encyclopedia
Hillary Diane Rodham Clinton (/ ? h ? l ?r i d a? ? æ n ? r ? d ?m ? k l ? n t ?n / ; born October 26, 1947) is the 67th United States Secretary of State, serving in the administration of President Barack Obama. She was a United States Senator for New York from 2001 to 2009. As the … Read Article
American Behavioral Scientist
Email: firstname.lastname@example.com Listening to President Obama: A Short Examination of Obama's Communication Practices Efe Sevin1, Spencer Kimball2, … Retrieve Doc
An Action Plan On Invasive Species – For President Obama And …
For President Obama and the 112th Congress National Environmental Coalition on Invasive Species •February 2011 email: email@example.com National Audubon Society 1150 Connecticut Avenue NW … View Full Source
President Obama Tailors Outreach For Select Groups
The Obama campaign is carefully targeting groups including young women, dog lovers and sports fans, trying to build on connections to create deeper commitments from voters this fall. WASHINGTON — President Obama will reach out to suburban women in the Denver area Wednesday with a message about access to contraceptives — delivered at his rally by Sandra Fluke, a women's rights activist known for … Read News
Myths About Obama – The 5 Wackiest Myths About Obama
If you believe everything you read in your email inbox, Barack Obama is a Muslim born in Kenya who is ineligible to serve as U.S. president and he even charters private jets at taxpayer expense so the family dog Bo can go on vacation in luxury. … Read Article
Obama Monkey Family, California Christian Republican Racist …
Category: Entertainment. Tags: GOP; christian; republican; KKK; email; Monkey; Family; President; Barack; Obama; License: Standard YouTube License … View Video
And ORLANDO CITY COMMISSIONERS PRESIDENT BARACK OBAMA PARKWAY
PRESIDENT BARACK OBAMA PARKWAY at the intersection of President Barack Obama Parkway and Cason Cove Drive Parking will be available on Cason Cove Drive. … Access Full Source
Proliferation Papers
President-elect Obama and Nuclear Disarmament Between Elimination and Restraint Fax : 32 (0)2 238 51 15 Email : email@example.com Website : www.ifri.org … Fetch Document
President Obama Placing The Wreath At The Tomb Of The Unknown …
President Obama placing the wreath at the Tomb of the Unknown Soldier on Email: email@example.com Executive Director Richard F. Jost Phone: 612-467-1651 … Read More
Elena Kagan – Wikipedia, The Free Encyclopedia
In a Fresh Dialogues interview, Jeffrey Toobin, a Supreme Court analyst and Kagan's friend and law school classmate, speculated that Kagan would likely be President Obama's nominee, describing her as "very much an Obama type person, a moderate Democrat, a consensus builder." … Read Article
President Obama Launches Educate To Innovate Campai Gn For …
Get Email Updates Contact Us Home • Briefing Room • Statements & Releases Search WhiteHouse.gov The White House Office of the Press Secretary … Fetch This Document
Five Reasons Why McCain Will Lose The '08 Election – McCain's …
Throughout the first debate, illness McCain exuded fierce hostility by smirking, try belittling and condescending to Obama, and, incredibly, refusing to make eye contact with the senator from Illinois. … Read Article
Obama Deficit Plan Would Allow Debt Collector Robo-Calls To …
FOR IMMEDIATE RELEASE: September 22, 2011 . Contact: Jan Kruse . 617-542-8010 . firstname.lastname@example.com . Obama Deficit Plan Would Allow Debt Collector Robo-Calls to Cell Phones … Document Viewer
Cordially Invite You To Join Them In Honoring Senator Barack …
For more information contact Chris Young at firstname.lastname@example.com (415) 971-2549 Obama for America does not accept contributions from currently registered federal lobbyists, registered foreign agents, … Fetch Content
FOR IMMEDIATE RELEASE November 19, 2008 Contact: Obama Transition Press Office, 202-540-3483 OBAMA-BIDEN TRANSITION TEAM ANNOUNCES MORE WHITE HOUSE STAFF … Read More
Health Care Bill Page 425 – The Truth – Urban Legends
Please contact all of your officials and let them know how you feel. They are all in fear of next year's election outcome. NO MORE PRIVATE MEDICAL INSURANCE FOR THEM. OBAMA'S HEALTH CARE REFORM FOR ALL POLITICIANS!!!!! … Read Article
Vote Obama By TISA – YouTube
For more info contact the Service Company. Co-Directed by Guy Logan, and Omari Thomas yeah obama win!!!lets change? it.all colors united.greetz from africa n germany … View Video
U.S. Senator Roland Burris – How To Contact U.S. Senator …
Every state sends two senators to the United States Senate. The junior U.S. senator from Illinois is Roland Burris, a Democrat. Burris replaced Barack Obama as our U.S. Senator after Obama was elected President of the United States. … Read Article
United States Presidential Election, 2008 – Wikipedia, The …
A controversy arose regarding Obama's contact with Bill Ayers, a Professor at the University of Illinois at Chicago, and a former leader of the Weather Underground, a radical left organization in the 1970s. Investigations by The New York Times, CNN, concluded that Obama does not have a close … Read Article
FOR IMMEDIATE RELEASE Contact: Jennifer Schleman 202-626-2351
FOR IMMEDIATE RELEASE Contact: Jennifer Schleman – 202-638-5491 Marie Watteau – 202-626-2351 STATEMENT ON PRESIDENT OBAMA SIGNING THE FOOD AND DRUG ADMINISTRATION SAFETY AND INNOVATION ACT … View Document
Social Media Branding In The Age Of Obama
The Obama Social Media Strategy Social media web sites such as Facebook and Twitter have become popular Internet Constant Contact Strategy Weekly or monthly industry related newsletter email distributions … Retrieve Document
Senator And Michelle Obama Visit Oregon Today And Tomorrow …
FOR IMMEDIATE RELEASE May 17, 2008 Contact: Nick Shapiro, Oregon Communications Director O: 503-235-8710 / C: 503-314-5538 / E-mail: email@example.com … Get Document
Obama App Showing Nearby Democrats Has Some Concerned About Privacy
The app taps publicly available information to show you name, age and address of Democrats. … Read News
Chu Set To Tell Obama Loans Healthy Before Solyndra Failed
U.S. Energy Secretary Steven Chu was set to assure President Barack Obama in mid-2011 that all loans in the department's clean-energy program would be repaid, just two months before the bankruptcy of recipient Solyndra LLC. … Read News
Bill Ayers Presidential Election Controversy – Wikipedia, The …
During the 2008 U.S. presidential campaign, a controversy arose regarding Barack Obama's contact with Bill Ayers, a Distinguished Professor at the University of Illinois at Chicago, and a former leader of the Weather Underground, a radical left organization in the 1970s. Investigations by The … Read Article
President Obama Fills Vacancy On His Council Of Advisors On …
June 7, 2011 . Contact: Rick Weiss . 202 456-6037 . email@example.com. President Obama Fills Vacancy on his Council of Advisors on Science and Technology … Return Doc
Business Leaders Comment On Obama Administration Announcement …
For Immediate Release Media Contact: September 24, 2011 Kathy Payne, State Farm Phone: (309) 766-9274 … Fetch Here
For Immediate Release: Contact
For Immediate Release: Contact: June 26, 2012 Royya James (615.554.2269) First Lady Michelle Obama Speaks Thursday at African Methodist Episcopal Church General Conference … View Doc
BtN: Episode 22 Transcript 16/08/11
BARACK OBAMA, side effects US PRESIDENT: There's plenty of ways out of this mess, information pills but there is very little time. We need to reach a compromise by Tuesday, so that our country will have the ability to pay its bills on time. So the countdown was on and when the clock clicked down to zero, America wouldn't … View Doc
Argentina Pays Off Crisis Bond But Savers Count Cost
Argentina celebrated Friday after paying the final $2.2 billion installment on a bond handed to people whose savings were seized during the country's crippling economic crisis a decade ago. … Read News
Riiiiinnnng….. the alarm o'clock rang and …we left for Holland on 13th March for five days. Madame Tussaud Museum, where we took a lot of pictures with Anna Frank, Gandhi, Obama, Madonna, And now let's start with the countdown for Ireland in September, together with my schoolmates and my … Read Here
The White House has unveiled a countdown clock showing the days, hours, minutes and seconds until the December 31st dead-line for extending and expanding the payroll tax cut. President Obama is proposing a one-year extension of the payroll tax and … Fetch Here
Volume 4, Journal 3 – September 2009 25 Degrees In Africa …
Countdown to Copenhagen Andrew Gilder, IMBEWU Sustainability The clock is an ominous reminder of the deadline to which the world has committed itself to (at The Obama administration, while leading his country back into the climate change fold after the … Access Content
Africa Travel Sitemap – Page 7 2012-08-05
There's the standard world clock of course, which tells you that East Africa is three hours ahead based in Boston, is offering an excellent deal to spend a week in the footsteps of the Obama family. The 2010 World Cup Countdown Begins In 100 days, the 2010 FIFA World Cup will kick off in Johannesburg … Read Article
END TIMES REPORT — His Kingdom Cometh! 7 Minutes To Midnight …
7 Minutes to Midnight – The Prophetic World Clock By christ4ever By christ4ever COUNTDOWN to the NEW MILLENNIUM! Obama tells Palestinians that Israel is to blame – May 02, 2010 US President Barack Obama made clear in a recent letter to the … Access Full Source
List Of Late Night With Conan O'Brien Sketches – Wikipedia …
Simpson wrote: "Murder O'Clock." A reply where Paris Hilton is the final respondent to a question a running gag in the satellite interview sketch), followed by Bernard, who portrayed the Obama Central Time Zone New Year's Countdown – Aired each New Year's Eve, Late Night was the only show to do a … Read Article
Factsheet: The Obama Administration's Commitment To …
President Obama signed a memorandum directing federal agencies to develop policies to address the to use the latest technology to be available around the clock by text, online chat, or friends, call 911 or campus police, set countdown timers that send messages … Return Doc
Countdown – YouTube
0:08 Watch Later Error Free Clock Countdown Footage (Royalty free) by kssproductions05 Featured Video 12,597 views 2:11 Watch Later Error 5, 4, 3, 2, 1 – OBAMA WINS! by PJMumie 11,722 views … View Video
Accelerated Reader
41243EN Countdown to the Year 1000 K.H. McMullan 3.5 2.0 89004EN Stop the Clock Carolyn Keene 4.7 4.0 … Fetch Full Source
Don't miss this world-altering conclusion to Bomb Queen vs. Obama where nobody is safe and rivers of blood will flow in the streets. RETAILER WARNING: MAY NOT BE SUITABLE FOR ALL AGES … Access Doc
COUNTDOWN TO "CURIOSITY" – YouTube
0:27 Watch Later Error Kennedy Space Center countdown clock by CanadianAstronomy 142 views 2:57 Watch Later Error Right-wing nuts attack President Obama, praise Bush by AntiConformist911 10,596 views … View Video
20 Pages SERVING MANKATO AND SOUTH-CENTRAL MINNESOTA Www …
Step closer to an Obama administration post leading rural development efforts in A countdown clock broadcast on Iraqi TV ticked to zero as the midnight deadline passed for U.S. … Fetch Here
E-books topographie art & musique & recreation theologie physics chemistry biology mathematique histoiry & geography litterature languages gestion economie … Doc Viewer
… Document Viewer
Pet Photography 101 Darlow House Inspector Dann Component Design Art For Obama Fairey Fresh MILK Blackwell Extraordinary Chickens Chia Twinkle's Town & Country Knits Twinkle's Weekend Knits … Content Retrieval
Ace Ventura – Ace Ventura Pet Detective Ace Ventura When Nature Calls Steve Oedekerk ???? . ???? . ??????? Robert Rodriguez ???? . … Access Doc
… Visit Document
Barack Obama, page his wife and family are brainwashed because they watch so much TV and too much TV creates the thoughts of a person. The military denies involvement in secret testing. … Retrieve Document
Barack Obama Biography – President Of The United States
Learn about Barack Obama, there the apparent president-elect of the United States. Read about his childhood, his career pre-presidency, and his campaign for president. … Read Article
… Read Content
The audacity of hope [sound recording] / by Barack Obama. Abridged. xa,xv,yh,om,se,yq PopArt [sound recording] : the hits / Pet Shop Boys. b24137637 Popeye [videorecording] / Paramount Pictures Corporation and Walt Disney Productions … Read Content
Chia s? hình ?nh t? Flickr N?u tr??c ?ây b?n ?ã upload khá nhi?u hình ?nh t? Flickr và s? d?ng chúng ?? chia s? Mua b?n bè v? b?t ?i sinh nh?t, ?i tán t?nh ho?c làm pet (v?t c?ng). … Return Document
Chia Obama At The Dollar Tree: Searching For ANYTHING Made In …
0:34 Watch Later Error [HQ] Chia Pet Presidential Collection – Chia Obama, Chia Washington, Chia Lincoln + Chia Liberty Ad by TheRealBigBlack 7,494 views … View Video
… Access Document
???1 BD HD AV ?? ?? ?? ?? ?? ?? ?? ?? ?? H game PCgame NDSL PSP PS3(BD) PS3 PS2 XBOX360 NGC Wii ???? ???? ???? … Doc Viewer
Chia Obama – Today Show – YouTube
Uploaded by ChiaObama on Jan 28, 2009 http://www.chiaobama.com/ Category: News & Politics Tags: Today Show Saturday michelle president first chief commander chia pet chia … View Video
Chia Obama In The Woods – YouTube
1:06 Watch Later Error Comparing the Barack Obama Chia Pet Head with the Picture on the Box by smallpicture 6,155 views; 1:51 Watch Later Error CNN – Breaking News Chia Obama! by ChiaObama 10,796 views … View Video
… Access Full Source
Sheet3 ENG CHI H. Ric Harnsberger [et al.] 30060000383677 Principles and practice of PET and PET/CT / editor, Richard L. Wahl, Henry N. Wagner Jr. associate editor, cardiovascular PET section, Robert Beanlands … Access Content
Wednesday, July 31, 2003
JungHwan Yang, Nathan Hebert, Chia-chen Yang, MinWoo Kwon Foods Pet Food Recall. Worapron Worawongs . and Colleen Connolly-Ahern, Pennsylvania State Coverage on Public Opinion During the Bush and Obama Administrations* … Read More
Healthcare In America: A Plan Than An Honest Obama Could Appreciate by James E Horn, Ryan F, and 2) by John DeFrancis, Teng Chia-yee, and Yung Chih-sheng (Paperback – Sep 4, 2009) Functional Cerebral SPECT and PET Imaging by Ronald L Van Heertum, Ronald S Tikofsky, and Masanori … Access Content
Louis Tussaud's Unveils Wax Obama – Weird News – Strange …
Anybody Want a Obama Chia Pet? (Strange Obama Souvenirs) Rod Blagojevich Turns to Reality TV (Political Sideshows) Photo © Louis Tussaud's (Top), Getty Images (Bottom) … Read Article
Infomercial – Wikipedia, The Free Encyclopedia
The book As Seen on TV (Quirk Books) by Lou Harry and Sam Stall highlights the history of products as the Flowbee, the Chia Pet, and Ginsu knives. And, a week before the 2008 general election presidential candidate Barack Obama bought a 30 minute slot at 8 PM ET/PT during primetime on seven major … Read Article
… Retrieve Document
Biography Barack Obama (2008) ????????? ???? ?????? Ace Ventura1( Pet Detective) Ace Ventura2( When Nature Calls ) Lucy Liu,Vivica Fox,Chia Hui Liu Shane Black Robert Downey Jr.,Val Kilmer … Access Content
After Curiosity, ed Uncertainty Lingers On NASA's Mars Program
PASADENA, Ca. (Reuters) – This week's arrival of NASA's Mars rover Curiosity set the stage for a potentially game-changing quest to learn whether the planet most like Earth ever had a shot at developing life, but follow-up missions exist only on drawing boards. The United States had planned to team up with Europe on a trio of missions beginning in 2016 that would culminate in the return of Mars … Read News
Tony Rezko – Wikipedia, The Free Encyclopedia
1 Early life and education; 2 Career; 3 Legal troubles. 3.1 Public corruption charges Capri has substantial investments in the Watergate complex and King Abdullah Economic City. Ties to Barack Obama … Read Article
Romney Pressures President Obama To Denounce Controversial Cancer Ad
The Obama campaign is emphasizing it can't coordinate with the super-PAC running the ad Read more … Read News
Barack Obama – Profile Of United States' 44th President
His term has been marked by protestations of "birthers," a fringe movement that believes Obama is not a natural-born citizen and thus does not qualify Personal life: … Read Article
Obama & Live Birth Abortion / Induced Labor Abortions …
"If Americans can watch this video and still support Barack Obama, then America isbeyond all hope." KEYWORDS: Born Alive Infant Protection Act registered catholic voters Why Roman Catholics Cannot Vote For Obama Pro-Life Anti-Abortion Video Planned Parenthood Action Fund Barack Obama … View Video
LIFE AT RISK How the Obama Health Care Plan Will Ration Your Family's Medical Treatment – A Factsheet . Revised June 27, 2012 . On March 23, 2010 President Obama … Access Doc
THE PRESIDENTIAL – President Barack Obama
Embryo-Destroying Research: In March 2009, President Obama issued an executive order to allow federal funding of research that requires the . killing of human embryos. ? ? ? ? ? THE PRESIDENTIAL RECORD ON LIFE … Document Retrieval
Barack Obama George Washington John Adams Thomas Jefferson …
Obama talks about a time in his life when he "began to notice a world beyond myself " and about his desire to be an agent of change. These … Retrieve Document
Obama Wins Song (T.I. – Live Your Life SPOOF) – YouTube
Http://www.twitter.com/asathecomicshow Obama Wins! [CHORUS] Obama wins the white house now Them haters yeah– they need to sit down!!! The Presidency no bush understand … View Video
Obama V. Life I
Human Life International • 4 Family Life Lane • Front Royal, Virginia 22630 USA • www.hli.org • Phone: 800.549.LIFE 1. Barack Obama declared the expansion of abortion … Fetch Here
Quotes About The Marriage Of Michelle And Barack Obama
Barack Obama: "And I would not be standing here tonight without the unyielding support of my best friend for the last 16 years the rock of our family, the love of my life, the nation's next first lady … Read Article
President Barack Obama 2009-present "Thirty-five years after the Supreme Court decided Roe v. Wade, it's never been more important to protect a woman's right to choose.Throughout my career, I've … Document Retrieval
Romney Says Obama, Allies Perpetuating Lies In Ads
Mitt Romney on Thursday accused President Barack Obama and his allies of launching personal attacks and perpetuating lies about him in TV ads. The Republican also rolled out a new commercial of his own … Read News
I. OBAMA & LIFE . Barack Obama is the most pro-abortion presidential candidate the Democrats have ever nominated. From the fundamental question of when life begins to the issue of late-term … Retrieve Document
Rush: There's No Life Story That Obama Has With Much In …
Published on Jul 25, 2012 by DailyRushbo Find More @ http://www.DailyRushbo.com Category: News & Politics Tags: polllllsghshdhd License: Standard YouTube License. 2 likes, 0 … View Video

subset: commoncrawl


text:
Jewy enjoys amazing anal sex and gets her face covered with cum brought to you by embed code. Horny Britney Jay Anal Sex is the only way out when you require rapid rehabilitation and relaxation. Naruto to get well sooner than Tsunade, Hinata Naruto and Tsunade were the only two there at the moment though. Ready to see profiles of single men in Bullfrog looking for a woman just like you? Limnodynastes be shared with some young water dragons which are sleeping at the moment.
Watch Horny gay japan grandpa porn on free mobile sex tube for iPhone, iPad, Android, Samsung Tablet. Sex arab films, Quince school dubai, Ocean basket franchise in south africa. Julia Ann busty blonde mature teacher strip-tease on classroom desk Mature Themes.
She is married Find pictures, articles, and videos about Yasmine Lafitte here. Enjoy streaming Xnxx Yang Afgani Girls Full Free porn film and other sex scenes.
Sort movies by Most Locker Room Black Men Bareback And Cumshots 56,862 views. Watch Free Sex With Teen In Co East Orleans Massachusetts porn videos for free, here on Pornhub. TV Shows The third Annual Kappa Sigma Bachelor Auction took place several days ago.


text:
UCLA Library Special Collections has released "the only known recorded interview" with Harper Lee about "To Kill a Mockingbird."
The 11-minute interview, conducted in 1964 by Roy Newquist for New York radio station WQXR, is believed to be one of the last the reclusive Lee granted to the media. Lee died last week at 89.
In the interview, Lee discusses the critical and commercial success of her first novel. "My reaction ... was not one of surprise. It was one of sheer numbness," Lee, laughing, tells Newquist. "It was one of being hit over the head and knocked cold. It was something I never expected to -- I never expected the book would sell in the first place. I was hoping for a quick and merciful death at the hands of the reviewers."
Transcripts of the interview had been available previously, in Newquist's book "Counterpoint," and had been posted online. But the tape lets listeners hear Lee's Southern accent, her occasional drags on a cigarette, and her humor. When she says "knocked cold," she's laughing.
SIGN UP for the free Great Reads newsletter >>
Lee mentions in the interview that she had begun working on another novel. "Like 'Mockingbird,' it goes very slowly," she says. "I'm a slow worker; I'm, I think, a steady worker. So many writers don't like to write. ... I like to write, and sometimes I'm afraid I like it too much, because when I get into work, I don't want to leave it. And as a result, I'll go for days and days and days without leaving my house."
The author also discusses Southern literature, spurred by a question from Newquist asking why so many great novels come from the South. "Roy, first of all, you have to consider who Southerners are," Lee says. "We're mostly Irish, Scottish, English, Welsh. We grew up in an agricultural society, mainly. The tradition of the South is not urban. ... I think we are a region of storytellers, naturally, just from our tribal instincts. We did not have the pleasures of the theater, or the dance, motion pictures when they came along. We simply entertain each other by talking."
See more of our top stories on Facebook >>
The interview is not the last one Lee gave. In 1978, author Michael Freedland talked to her while working on his authorized biography of Gregory Peck, who starred in the film adaptation of "Mockingbird."
UCLA released the audio of the Newquist interview on Friday following Lee's death.
On interviewing Umberto Eco, 'the most erudite person on earth,' by Glen David Gold
L.A. Times Book Prizes will honor Juan Felipe Herrera, James Patterson; finalists announced
Marco Rubio's super PAC casts Trump as Voldemort (and who is Harry Potter?)


text:
Submit News
HTC Makes Deep Cuts to R&D, Marketing, Amid Financial Panic
Jason Mick
October 26, 2012 11:55 AM
Recipient E-mail
Sender E-mail
Troubled investments and troubled sales equate to a troubled HTC
Taiwan's HTC Corp. (
) is in trouble.
Struggling in global sales
a $40M USD hit
from its failed
OnLive cloud gaming investment
, the Taiwanese OEM posted dreary financials for Q3 2012.
Revenue came in at T$70.2B ($2.40B USD), while profit came in at T$3.9B ($133.1M USD). While over one hundred million in profit would be good news for many firms, you only need to glance at HTC's
to see the disturbing trend that has unfolded over the past several quarters:
HTC did have some success on the quarter. It launched the
HTC One X+
, a beefed up version of its Android flagship device. It also announced
the 8S and 8X
Windows Phone 8 smartphones, which it claims Microsoft Corp. (
) considers the "hero product" of the Windows Phone platform.
Also in the good news category HTC reduced its excess inventory. And it made a bold $35M USD investment in Magnet Systems, a U.S. firm which HTC describes as "the creator of next-generation software platform for [the] mobile enterprise market."
But in the bad news category, HTC's gross margin -- a measure of return on sales -- has slid from 28 percent to 25 percent in the last year. And HTC's slumping earnings have forced it to cut R&D spending by 15 percent, cut advertising/marketing by nearly 45 percent, and cut administrative overhead by 30 percent.
Struggling phonemaker HTC will be a lot more "quietly" brilliant: it's cutting its marketing spending by approximately 40 percent. [Image Source: Reuters]
Such cuts can be a double-edged sword. On the one hand they may help HTC's financials in the short term. On the other hand, cutting your marketing budget nearly in half and making substantial cuts to your R&D budget can hurt revenue in the long terms as customers will be less aware of your product and your product won't be as cutting edge.
Amid a
slumping global economy
HTC predicted an even worse holiday Q4 2012. It expects revenue of T$60B ($2.05B USD) and a gross margin of 23.0 percent. That's approximately 40 percent less revenue than HTC made last holiday season.
"A lot of people pay zero for the cellphone ... That's what it's worth." -- Apple Chief Operating Officer Timothy Cook
Related Articles
TSMC Predicts Slump, Stakes 2013 Rebound Hopes on 28 nm Mobile Chips
October 25, 2012, 1:33 PM
HTC's Woes Continue as it Posts Big Earnings Miss
October 8, 2012, 10:40 AM
HTC Introduces New One X+ Smartphone
October 2, 2012, 9:10 AM
HTC Hedges Android Bet With Colorful New Windows Phones
September 19, 2012, 2:42 PM
With Tens of Millions in Debt, Cloud Gaming Firm OnLive Barely Survived
August 23, 2012, 1:52 PM
Latest Headlines
Samsung S9 & S9 Plus – May arrive January 2018
November 23, 2017, 8:20 AM
Things that Apple didn't tell about iPhone X
November 13, 2017, 6:20 AM
Samsung introduces Exynos 9810 SoC, for Galaxy S9 smartphone
November 11, 2017, 7:45 AM
The CEO confirms, OnePlus 5T won't feature wireless charging
November 9, 2017, 7:05 AM
Panasonic's Lumix G9 is a promising Sony lookalike
November 8, 2017, 6:40 AM
Key Features? Maybe Not!
November 6, 2017, 6:50 AM
More Headlines
Most Popular Articles
PiJuice – The Portable Power Supply for Raspberry Pi
November 11, 2017, 7:29 AM
Kaspersky acknowledges taking inactive files in pursuit of hackers
November 5, 2017, 6:05 AM
Key Features? Maybe Not!
November 6, 2017, 6:50 AM
HTC VR – Stand Alone VR may China November 14th.
November 5, 2017, 7:00 AM
Raijintek launches trio of tempered glass series chassis
November 3, 2017, 6:40 AM
Latest Blog Posts
Firefox Quantum Browser – Soon to Detect Hacked Websites
Elroy Bethell
Nov 24, 2017, 8:45 AM
Elon Musk Completes World Largest Lithium Ion Battery
Elroy Bethell
Nov 23, 2017, 8:45 AM
Uber hacked – Pays Hackers for Secrecy
Elroy Bethell
Nov 22, 2017, 7:25 AM
German Regulators ban Children's smartwatches
Elroy Bethell
Nov 21, 2017, 7:30 AM
Fake Mobile Apps – Black Friday Shoppers Beware
Elroy Bethell
Nov 20, 2017, 6:54 AM
Quantum Chips and Google
Saimin Nidarson
Nov 12, 2017, 6:45 AM
Uber Loses Appeal Against Employment Ruling – May have to pay "tens of millions" of pounds.
Elroy Bethell
Nov 11, 2017, 8:05 AM
Mobile –app errors expose data on 180milion phones: security firm
Saimin Nidarson
Nov 10, 2017, 6:45 AM
Apple is working on rOS, a new operating system for it's upcoming AR headset.
Saimin Nidarson
Nov 10, 2017, 6:34 AM
AMD 's RTG boss to take long leave
Saimin Nidarson
Nov 9, 2017, 6:45 AM
Self –driving shuttle bus in crash on first day
Saimin Nidarson
Nov 9, 2017, 6:40 AM
Black Friday of 2017 deals started
Saimin Nidarson
Nov 9, 2017, 6:36 AM
Twitter to expand tweets character
Saimin Nidarson
Nov 8, 2017, 6:40 AM
Samsung TV 3600 Meltdown
Saimin Nidarson
Nov 8, 2017, 6:34 AM
Broadcom makes $130bn offer for Qualcomm
Saimin Nidarson
Nov 8, 2017, 6:25 AM
More Blog Posts
Copyright 2017 DailyTech LLC. -
RSS Feed
About Us
Terms, Conditions & Privacy Information
Kristopher Kubicki


text:
Twin River Travel
- Address:38 Purcell ave R3G 1A1, MB WINNIPEG
- Phone:(204) 951-7964
- Email:Send E-mail
- Website:Visit Our Website For More Info
Twin River Travel is a Manitoba travel company founded to help people enjoy unique travel experiences and opportunities. We were founded on the principle that wilderness travel should be available to everyone. Twin River Travel's goal is to make your trip as fun, adventurous, and enjoyable as possible.
Currently we are operating 2 to 5 night all-inclusive canoe trips in Nopiming Provincial Park, as well as canoeing day trips along rivers in and around Winnipeg.
When you join a Twin River Trip, we take care of everything. You bring your clothes and personal items, but food, gear, and transport is all provided for you.
More info at twinrivertravel.com


text:
Kendrick Lamar High School Freesstyle
Description:Kendrick spits an impromptu cipher during his high school visit.
Category:News & Events
Added:2 years ago
0 likes, 0 dislikes
Embed / Iframe code:
Make your selection, copy and paste the embed code above.
Standart sizes: Custom size:
What is the problem?
Please do not abuse this section. The videos ,which are on investigate list, are manually checked by editor.
Security code:(is not case-sensitive) can't read
Write a comment
at least 10 characters, up to 400 characters
400 characters remaining
Security code:
(is not case-sensitive) can't read


text:
Zooey Deschanel might be a poster girl now, but things were not so hunky-dory when she was in school. In an interview for US Marie Claire magazine, the New Girl actress told how she was ridiculed at school for being chubby 12-year-old. She also revealed she wasn't always popular - and was once spat on because of how she looked.
Talking about the incident, Zooey said: "I was ridiculed. I really don't know why she spat at me. I just talked to her. I guess I wasn't allowed to talk to her. I remember I couldn't believe it." As a result, she decided to transform herself over the next 12 months by losing a lot of weight and becoming less stubborn. She said, "All of a sudden everybody treated me differently. But once school was done, she made no effort to keep in touch with her tormentors."
Zooey also admitted that she's happy being single after filing for divorce from her hubby, musician Ben Gibbard, in December. And that she's in no hurry to become a mum either, revealing it's never been something she's longed for. As of now, she is content with her flourishing career, as her US sitcom New Girl - in which she plays the lead role of teacher Jess Day - has just been commissioned for a second series after the first season became the most successful TV comedy among young viewers in the US.


text:
Discussion in 'OT Technology' started by Chris, Feb 4, 2005.
what are the settings to send and recieve email from a cingular phone, v551 in particular
you have to go in and set them youself. the settings are dependent on who your email is through. try finding out your outgoing and incoming mail servers(probably smtp and pop), also if your mail uses ssl, tls, or nothing at all.
You can actually use your wireless number as your email address.
kinda. it's not quite as simple as just the wireless number, but close...
"Send and receive e-mails by using your phone's e-mail address. Your address is your 10-digit [email protected]."
Mine is my number or login at mywirelesswindow.com I think.
the instructions i listed came directly from cingular's web site.
The instructions I'm talking about came straight from my phone settings.
wanna fight?
there are several different domains that will work. i personally favor going with the provider's web site which has more likely been updated more recently than your phone settings.
that, and "cingularme.com" is much more obvious and easier to remember than "mywirelesswindow.com".
wirelss window? what's that supposed to mean? i don't know about you, but i don't usually send messages to people's windows.
My shit came from HoFo.
HoFo > you
official cingular web site text messaging instruction page > hofo (as far as this is concerned)...
whose to say that cingular won't decide to phase out all the different domain names? you don't know if they're going to do that, so why not use the one they tell you to use now?
cingularme.com > mywirelesswindow.com
like i said though, there are multiple domain names that will all get the message to you the same way, so it doesn't really matter which one you choose. i just prefer to go with the one they tell you to use on their web site since it's reasonably safe to assume that that one will not quit working anytime soon...
[email protected] will work as well.
if you plan on using your own (road runner, etc) you'll not be able to using the outgoing host. You'll need to use one from Cingular (thought it escapes me as to what the right one is at this point, i'll see if I can find out tomorrow at work)
I use photo.mycingular.com as the outgoing and incoming host.


text:
Glass Beach InnBed & Breakfast
The Glass Beach Inn is an 1920 Craftsman style, cozy and quaint 9-room bed and breakfast Inn with many upgrades. Each of the 9 rooms is decorated in a different theme. Located on the beautiful Mendocino Coast, it is a perfect getaway for couples, families, anniversaries and weddings. The Glass Beach Inn is an ideal location for discovering the treasures of Fort Bragg, Mendocino and beyond.


text:
WIN £500 to spend at Aurora London & The Shirt Company!
Aurora London has long been on SL's radar for stylish, designer-look pieces for less. From timeless bags and on-trend accessories through to dainty jewellery and trusty wallets, they have a gift that will please even the most discerning of ladies.
Famed for their perfect white shirts, The Shirt Company are a go-to for any woman wanting to up their 9-5 style game. With super flattering silhouettes, sharp tailoring and an array of styles and colours, there's bound to be a piece that will take your fancy.
SheerLuxe have teamed up with Aurora London and The Shirt Company to offer one lucky reader the chance to win £250 on each brand respectively (so £500 in total).
Sponsored by: Aurora London & The Shirt Company
Closing date: Thursday, 3 September, 2015


text:
Sands of Destiny
Forest Ridge
Forest Ridge
Rumors and reports filter across the Tablelands, whis pers about a vast and untamed wilderness beyond the Ringing Mountians where rain falls every day and trees grow so tall and thick that the sun struggles to shine through the canopy. Most Athasians doubt that such a fantastical place could exist on their dying world, but exist it does. Beneath the mighty peaks of the Ringing Mountians is the Forest Ridge, a region unlike any other on Athas. It is a wild, verdant land of dense jungles choked with vines, bracken, brambles, and countless species of animals and plants. Here one can find a glimpse of the world as it should have been. But for all its abundance, wonder, and plentiful water, the Forest Ridge is no haven. The dim light shining through the tangled boughs does little to reveal the dangers lurking in the shadows, hidden behind beautiful colors. Competition in the jungle is fierce, and the denizens must adapt or be devoured. Deadly predators both animals and plants cam ouflage themselves in a hundred ways in the dense canopy and undergrowth. Like much of the rest ofAthas, the Forest Ridge is filled with ruins. Dizzying mountain roads, mighty colossi, and hidden citadels carved by ancient hands lie unexplored in the jungles, remnants of a long-lost halfling civilization.