公开(公告)号：US20200153970A1

公开(公告)日：2020-05-14

申请号：US16190704

申请日：2018-11-14

Applicant: Avaya Inc.

Inventor： Shamik Shah ,  Atul Gaikwad

IPC: H04M3/523 ,  H04M3/42

Abstract: The technology disclosed herein enables an improved communication dialer system that uses a calling-party identifier having previous association with a called party to request a communication session with that called party. In a particular embodiment, a method provides identifying a called party for a first communication session and determining a first calling-party identifier from a plurality of calling-party identifiers available to the communication dialer for establishing the first communication session with the called party. The first calling-party identifier was previously used in association with a communication session with the called party. The method further provides directing the communication dialer to request the first communication session with the called party using the first calling-party identifier.

公开(公告)号：US20210192536A1

公开(公告)日：2021-06-24

申请号：US16726677

申请日：2019-12-24

Applicant: Avaya Inc.

Inventor： Asmita Gokhale ,  Shamik Shah ,  Valentine C. Matula

IPC: G06Q30/00 ,  H04L12/58 ,  G10L15/22 ,  G10L19/00 ,  G10L25/63

Abstract: Contact centers strive to successfully resolve communications with customers as efficiently and effectively as possible. While providing prompts or scripts to agents may assist in the content delivered to the customer by the agent, such prompts or scripts lack emotion and cause the agent to rely on their own determination of what is appropriate, which may not be appropriate for a particular communication with a customer. By determining and prompting an agent to utilize a particular emotion, agents may better relate to the customer and improve the opportunity to successfully conclude the communication sooner than normal and allow resource to be utilized for other purposes.