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公开(公告)号：US20180176382A1
公开(公告)日：2018-06-21
申请号：US15897967
申请日：2018-02-15
Inventor： Herbert W.A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: 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.
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2.发明申请公开(公告)号：US20190058794A1
公开(公告)日：2019-02-21
申请号：US16168954
申请日：2018-10-24
Inventor： Merijn te Booij , Kentis Gopalla , Herbert Willi Artur Ristock
Abstract: A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
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公开(公告)号：US20150254679A1
公开(公告)日：2015-09-10
申请号：US14201738
申请日：2014-03-07
Inventor： Merijn te Booij , Kentis Gopalla , Yochai Konig , Morad Ankri , Vyacheslav Zhakov
IPC: G06Q30/02
CPC classification number: G06Q30/0201
Abstract: A method includes: receiving, on a processor, data associated with an interaction between a user and a first enterprise; applying, by the processor, a rule of a template based on the data; identifying, by the processor and using the rule of the template, a second enterprise; and transmitting, by the processor, the data to the second enterprise in accordance with the rule.
Abstract translation: 一种方法包括：在处理器上接收与用户和第一企业之间的交互相关联的数据; 由处理器基于数据应用模板的规则; 由处理器识别并使用模板的规则，第二企业; 并且由处理器根据规则将数据发送给第二企业。
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公开(公告)号：US10158757B2
公开(公告)日：2018-12-18
申请号：US15224298
申请日：2016-07-29
Inventor： Merijn te Booij , Kentis Gopalla , Herbert Willi Artur Ristock
Abstract: A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.
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公开(公告)号：US10154138B2
公开(公告)日：2018-12-11
申请号：US15224143
申请日：2016-07-29
Inventor： Merijn te Booij , Kentis Gopalla , Herbert Willi Artur Ristock
Abstract: A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
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Patent Agency Ranking
公开(公告)号：US09900437B2
公开(公告)日：2018-02-20
申请号：US15594211
申请日：2017-05-12
Inventor： Herbert W. A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: 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.
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公开(公告)号：US09654637B2
公开(公告)日：2017-05-16
申请号：US14470898
申请日：2014-08-27
Inventor： Herbert W. A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: 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.
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公开(公告)号：US20180034966A1
公开(公告)日：2018-02-01
申请号：US15224298
申请日：2016-07-29
Inventor： Merijn te Booij , Kentis Gopalla , Herbert Willi Artur Ristock
CPC classification number: H04M3/5175 , H04M3/5232 , H04M2203/402
Abstract: A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.
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9.发明申请公开(公告)号：US20180034965A1
公开(公告)日：2018-02-01
申请号：US15224143
申请日：2016-07-29
Inventor： Merijn te Booij , Kentis Gopalla , Herbert Willi Artur Ristock
CPC classification number: H04M3/5175 , G06Q10/06393 , H04M3/5232 , H04M2203/402 , Y04S10/54
Abstract: A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
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公开(公告)号：US20170251107A1
公开(公告)日：2017-08-31
申请号：US15594211
申请日：2017-05-12
Inventor： Herbert W.A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: 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.
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