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公开(公告)号：US09860379B2
公开(公告)日：2018-01-02
申请号：US15338313
申请日：2016-10-28
Inventor： Praphul Kumar , Rajesh Ramchander
CPC classification number: H04M3/5175 , H04M3/42221 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2201/18 , H04M2201/42 , H04M2203/401 , H04M2203/6009
Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.
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公开(公告)号：US09485359B2
公开(公告)日：2016-11-01
申请号：US14936522
申请日：2015-11-09
Inventor： Praphul Kumar , Rajesh Ramchander
CPC classification number: H04M3/5175 , H04M3/42221 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2201/18 , H04M2201/42 , H04M2203/401 , H04M2203/6009
Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.
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Patent Agency Ranking
公开(公告)号：US10346635B2
公开(公告)日：2019-07-09
申请号：US15169317
申请日：2016-05-31
Inventor： Praphul Kumar , Rajesh Ramchander , Herbert Willi Artur Ristock , Romiben Patel
Abstract: Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.
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公开(公告)号：US20170344754A1
公开(公告)日：2017-11-30
申请号：US15169317
申请日：2016-05-31
Inventor： Praphul Kumar , Rajesh Ramchander , Herbert Willi Artur Ristock , Romiben Patel
CPC classification number: G06F21/6245 , G06F16/285 , G06F21/6218 , H04M3/5175 , H04M2203/401 , H04M2203/402 , H04M2203/60
Abstract: Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.
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公开(公告)号：US20180146093A1
公开(公告)日：2018-05-24
申请号：US15858922
申请日：2017-12-29
Inventor： Praphul Kumar , Rajesh Ramchander
CPC classification number: H04M3/5175 , H04M3/42221 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2201/18 , H04M2201/42 , H04M2203/401 , H04M2203/6009
Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.
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公开(公告)号：US20170118340A1
公开(公告)日：2017-04-27
申请号：US15338313
申请日：2016-10-28
Inventor： Praphul Kumar , Rajesh Ramchander
CPC classification number: H04M3/5175 , H04M3/42221 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2201/18 , H04M2201/42 , H04M2203/401 , H04M2203/6009
Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.
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公开(公告)号：US10129720B1
公开(公告)日：2018-11-13
申请号：US13731488
申请日：2012-12-31
Inventor： Ahmed Tewfik Bouzid , Vadim Snitkovsky , Michael Ahnemann , Ashwini Swaroop Reddy Dulam , Prasanna Sajeewa Naleen Perera , Brandon Alan Phillips , Paresh Popli , Rajesh Ramchander , David James Rennyson , Briam Rodriguez , Michael Jerry Saylor
Abstract: A graphical user interface (GUI) on a display of an electronic device visually presents to a user a group of voice bundles that are available for use on the electronic device. Each voice bundle includes a software application for performing a call flow that includes a sequence of prompt instructions and grammar instructions executable to result in a simulated multi-step spoken interaction between the electronic device and the user. An input is received from the user entered through the GUI indicating a selection of a voice bundle from the group of voice bundles. In response to the input, a remote server is identified that stores the selected voice bundle. Network communications is established between the electronic device and the remote server. The selected voice bundle is located on the remote server. A copy of the selected voice bundle is downloaded from the remote server onto the electronic device.
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