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公开(公告)号：EP3761625A1
公开(公告)日：2021-01-06
申请号：EP20182113.9
申请日：2016-05-27
摘要： A system for managing an interaction flow, the system comprising: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters of a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the designed interaction flows relevant to the communication.
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2.发明公开
公开(公告)号：EP3241172A1
公开(公告)日：2017-11-08
申请号：EP15876321.9
申请日：2015-12-30
发明人： MCGANN, Conor , RISTOCK, Herbert Willi Artur , KONIG, Yochai , EISNER, Josef Eric , ZHAKOV, Vyacheslav
IPC分类号： G06Q30/02
CPC分类号： G09B5/06 , G06Q30/016
摘要： A system and method for simulating an interaction between a customer and an agent of a customer contact center. A processor receives input conditions for simulating the interaction and generates a model of the customer based on the input conditions. The processor receives a first action from an agent device associated with the agent and updates a state of the simulation model based on the first action. The processor identifies a second action of the simulation model in response to the updated state, executes the second action, determines an outcome of the simulation, and provides the outcome to the agent device. In response to the outcome, the agent is prompted to take an action different from the second action.
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公开(公告)号：EP3186947B1
公开(公告)日：2020-03-04
申请号：EP15836852.2
申请日：2015-08-27
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公开(公告)号：EP3304477A1
公开(公告)日：2018-04-11
申请号：EP16804083.0
申请日：2016-05-26
发明人： VYMENETS, Leonid , MACARTHUR, Cayley , KONIG, Yochai , LO, Wayne , KUMAR, Praphul , RISTOCK, Herbert Willi Artur
CPC分类号： G06Q10/063118 , G06Q10/06398 , G06Q30/016
摘要： A system includes a contact center to provide an interaction between a customer and agent. A forms manager of the contact center generates a question for an evaluation form. A workforce management server connects with the forms manager, the workforce management server to schedule a work time for the agent. The workforce management server to schedule the forms manager to generate the evaluation form when the agent is working.
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公开(公告)号：EP3186947A1
公开(公告)日：2017-07-05
申请号：EP15836852.2
申请日：2015-08-27
发明人： RISTOCK, Herbert Willi Artur , TE BOOIJ, Merijn , RIAHI, Akbar , MEZHIBOVSKY, Vladimir , GOPALLA, Kentis
IPC分类号： H04M3/51
CPC分类号： H04M3/5235 , H04M3/5232 , H04M2203/408
摘要： A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
摘要翻译： 用于管理客户联络中心的交互的系统和方法。 联络中心处理器接收预约联络中心资源以处理交互的请求。 处理器还接收关于交互的数据。 处理器基于接收到的数据识别用于路由交互的路由点。 路由点与由客户而不是联络中心控制的路由逻辑相关联。 处理器将交互路由到所识别的路由点，以使客户能够控制交互的路由。
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公开(公告)号：EP3329698B1
公开(公告)日：2020-09-02
申请号：EP16831385.6
申请日：2016-07-28
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公开(公告)号：EP3516857A1
公开(公告)日：2019-07-31
申请号：EP17853833.6
申请日：2017-09-20
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公开(公告)号：EP3241169A1
公开(公告)日：2017-11-08
申请号：EP15876126.2
申请日：2015-12-28
发明人： TOLKSDORF, Juergen , CONNOLLY, Christopher , TOERCK, Charlotte , TE BOOIJ, Merijn , RISTOCK, Herbert Willi Artur , KASSEL, Robert , BOUZID, Ahmed Tewfik , HARASIMIUK, Pawel , WELLMAN, Aaron , KUMAR, Praphul
摘要： A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.
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9.发明公开SYSTEM AND METHOD FOR PERFORMANCE-BASED ROUTING OF INTERACTIONS IN A CONTACT CENTER 审中-公开系统在VERFAHREN ZUMLEISTUNGSABHÄNGIGENROUTING VON INTERAKTIONEN在EINER KONTAKTZENTRALE
公开(公告)号：EP3063721A1
公开(公告)日：2016-09-07
申请号：EP14858312.3
申请日：2014-10-31
IPC分类号： G06Q30/02
CPC分类号： H04M3/5233 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M2201/40 , H04M2203/408
摘要： A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.
摘要翻译： 一种用于在联络中心进行基于性能的路由交互的系统和方法。 路由服务器接收要路由的交互的信息，并识别交互的呼叫原因。 呼叫原因的识别可以基于例如语音分析。 路由服务器识别具有处理主题经验的一个或多个代理。 路由服务器进一步确定所识别的代理人在处理该主题方面的熟练程度，并选择一个具有至少最低水平熟练度的代理。 路由服务器发送用于将交互路由到所选代理的消息。
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公开(公告)号：EP3262589A1
公开(公告)日：2018-01-03
申请号：EP16756132.3
申请日：2016-02-22
发明人： ARAVAMUDHAN, Bharath , MCGANN, Conor , NITIN, Anand Pai Krishnanand , KLEPAR, Bohdan , RYABCHUN, Andriy V. , BELL, Gordon , GUTIERREZ, Francisco , EISNER, Josef Eric , KOROLEV, Nikolay I. , RISTOCK, Herbert Willi Artur , LYPCHANSKYY, Stanislav
CPC分类号： G06Q30/016 , G06Q10/20 , G06Q30/01
摘要： A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.
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