公开(公告)号：EP2923281A1

公开(公告)日：2015-09-30

申请号：EP13856408.3

申请日：2013-11-21

申请人： Greeneden U.S. Holdings II, LLC

发明人： ZHAKOV, Vyacheslav

IPC分类号： G06F15/18

CPC分类号： H04M3/5175 ,  G06Q30/016 ,  G06Q30/02 ,  H04M3/5183 ,  H04M2203/402

摘要： A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.

公开(公告)号：EP2923254A1

公开(公告)日：2015-09-30

申请号：EP13857216.9

申请日：2013-11-21

申请人： Greeneden U.S. Holdings II, LLC

发明人： VYMENETS, Leonid ,  BEILIS, David ,  DAVIES, Michael ,  SURTY, Aaron ,  ZHAKOV, Vyacheslav ,  LEE-KWEN, Adrian ,  PLACIAKIS, Vidas

IPC分类号： G06F3/048

CPC分类号： H04M3/5175 ,  H04M3/5232 ,  H04M2201/42 ,  H04M2203/355 ,  H04M2203/401

摘要： A system and method for creating, monitoring, and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

公开(公告)号：EP2895953A1

公开(公告)日：2015-07-22

申请号：EP13836676.0

申请日：2013-09-12

申请人： Greeneden U.S. Holdings II, LLC

发明人： ZHAKOV, Vyacheslav ,  MAKAGON, Petr ,  RISTOCK, Herbert, Willi Artur

IPC分类号： G06F9/44 ,  G06F11/30

CPC分类号： H04M3/5175 ,  G06F9/45558 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

摘要： A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

摘要翻译： 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整用于联络中心的至少一个硬件或软件资源。

公开(公告)号：EP1237347B1

公开(公告)日：2014-11-12

申请号：EP02003243.9

申请日：2002-02-21

申请人： Greeneden U.S. Holdings II, LLC

发明人： Coussement, Stefaan Valere Albert

IPC分类号： H04M3/51

CPC分类号： H04L67/24 ,  H04L67/02 ,  H04L67/28 ,  H04M3/42102 ,  H04M3/42365 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5237 ,  H04M7/00 ,  H04M7/006 ,  H04M7/0069 ,  H04M2203/6018