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公开(公告)号：US10346785B2
公开(公告)日：2019-07-09
申请号：US14451310
申请日：2014-08-04
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
Abstract: Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.
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公开(公告)号：US20180007081A1
公开(公告)日：2018-01-04
申请号：US15201261
申请日：2016-07-01
Inventor： Benjamin Friend , Marat lrner , Christopher Connolly , Herbert Willi Artur Ristock , Leonid Vymenets , Colin Leonard , Vladimir Mezhibovsky , Josef Eric Eisner
CPC classification number: H04L63/1441 , H04L63/0428 , H04L63/06 , H04L63/062 , H04L63/0861 , H04L63/1466 , H04L63/18 , H04W12/00514 , H04W12/06
Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.
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公开(公告)号：US10469664B2
公开(公告)日：2019-11-05
申请号：US15272304
申请日：2016-09-21
Inventor： Vincent Pirat , Clement Choel , Christian Jacolot , Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock
Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
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4.发明申请SYSTEM AND METHOD FOR PROVIDING DYNAMIC RECOMMENDATIONS BASED ON INTERACTIONS IN RETAIL STORES 审中-公开基于零售店相互作用的动态推荐系统和方法公开(公告)号：US20150348163A1
公开(公告)日：2015-12-03
申请号：US14451322
申请日：2014-08-04
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
IPC: G06Q30/06
CPC classification number: G06Q10/06393 , G06Q10/0639 , G06Q30/0201 , G06Q30/0601 , G06Q30/0613 , G06Q30/0631 , H04M3/5175 , H04M3/5191
Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.
Abstract translation: 可在零售商店中操作的最终用户装置记录保存在零售商店中的语音对话。 记录被发送到服务器以将其与来自多个其他零售商店的其他对话的记录进行比较。 服务器根据比较建议。 本发明的实施例还涉及一种分析系统，其收集与多个联络中心相关联的各种虚拟或实体零售商店的实时度量数据。 系统对收集的指标数据执行实时分析，以识别产品或服务。 处理器将基于实时分析，修改由特定零售商店提供的先前服务或产品，以及所标识的服务或产品。 处理器推送经修改的服务或产品以在特定零售商店中的最终用户设备上使用显示。
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公开(公告)号：US10607167B2
公开(公告)日：2020-03-31
申请号：US14882399
申请日：2015-10-13
Inventor： Herbert Willi Artur Ristock , Adrian Lee-Kwen , David Beilis , Christopher Connolly , Liyuan Qiao , Merijn te Booij , James Kraeutler
Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
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Patent Agency Ranking
6.发明申请公开(公告)号：US20190026676A1
公开(公告)日：2019-01-24
申请号：US16139662
申请日：2018-09-24
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.
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公开(公告)号：US10007919B2
公开(公告)日：2018-06-26
申请号：US14588407
申请日：2014-12-31
Inventor： Juergen Tolksdorf , Christopher Connolly , Charlotte Toerck , Merijn te Booij , Herbert Willi Artur Ristock , Robert Kassel , John Keyes
CPC classification number: G06Q30/016
Abstract: 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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公开(公告)号：US20180084111A1
公开(公告)日：2018-03-22
申请号：US15272304
申请日：2016-09-21
Inventor： Vincent Pirat , Clement Choel , Christian Jacolot , Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock
CPC classification number: H04M3/5183 , H04M3/5141 , H04M3/5166 , H04M3/58 , H04M7/0024
Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
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9.发明申请公开(公告)号：US20170103360A1
公开(公告)日：2017-04-13
申请号：US14882399
申请日：2015-10-13
Inventor： Herbert Willi Artur Ristock , Adrian Lee-Kwen , David Beilis , Christopher Connolly , Liyuan Qiao , Merijn te Booij , James Krautler
CPC classification number: G06Q10/063114 , G06Q10/063112 , H04L67/10 , H04L67/12 , H04L67/18 , H04L67/20 , H04L67/28 , H04L67/32 , H04L67/42
Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
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公开(公告)号：US11755978B2
公开(公告)日：2023-09-12
申请号：US16139662
申请日：2018-09-24
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
IPC: G06Q30/00 , G06Q10/0639 , G06Q30/0201 , G06Q30/0601 , H04M3/51
CPC classification number: G06Q10/06393 , G06Q10/0639 , G06Q30/0201 , G06Q30/0631 , H04M3/5175 , H04M3/5191 , G06Q30/0601 , G06Q30/0613
Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.
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