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    System And Method For Storing Call Recordings In A Call Center
    1.
    发明申请
    System And Method For Storing Call Recordings In A Call Center 有权
    在呼叫中心存储呼叫录音的系统和方法

    公开(公告)号：US20130064356A1

    公开(公告)日：2013-03-14

    申请号：US13669388

    申请日：2012-11-05

    Applicant: Intellisist, Inc.

    Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

    IPC: H04M1/64

    CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

    Abstract: A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.

    Abstract translation: 提供了一种用于在呼叫中心存储呼叫记录的系统和方法。 对呼叫中心的来电进行监控。 保留条件是通过重要性获得和排序的。 保留条件适用于每个呼叫。 识别符合至少一个保留条件的呼叫。 选择包括单个非常重要的标准之一的标识呼叫和两个或更多不太重要的标准，以保留在呼叫中心。 所选呼叫的录音存储在呼叫中心。

    Computer-implemented system and method for retention of call recordings
    3.
    发明授权
    Computer-implemented system and method for retention of call recordings 有权

    公开(公告)号：US10122849B2

    公开(公告)日：2018-11-06

    申请号：US15682496

    申请日：2017-08-21

    Applicant: Intellisist, Inc.

    Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51

    Abstract: A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.

    System and method for selecting call recordings for storage
    4.
    发明授权
    System and method for selecting call recordings for storage 有权
    用于选择呼叫记录进行存储的系统和方法

    公开(公告)号：US09503574B2

    公开(公告)日：2016-11-22

    申请号：US14612226

    申请日：2015-02-02

    Applicant: Intellisist, Inc.

    Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

    IPC: H04M11/00 ,  H04M3/42 ,  H04M3/51

    CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

    Abstract: A system and method for selecting call recordings for storage is provided. Criteria for retaining call recordings are identified. Each of a plurality of watchers within a call center is programmed with one or more criteria selected from the identified criteria. Call recordings are generated from calls within the call center. The criteria from one or more of the watchers are applied to each of the call recordings. Those call recordings that satisfy the applied criteria are retained within the call center.

    Abstract translation: 提供了一种用于选择用于存储的呼叫记录的系统和方法。 确定保留通话记录的标准。 呼叫中心内的多个观察者中的每一个都用从所识别的标准中选择的一个或多个标准来编程。 呼叫记录是从呼叫中心内的呼叫生成的。 一个或多个观察者的标准被应用于每个呼叫记录。 那些符合应用标准的通话记录保留在呼叫中心内。

    System And Method For Determining Customer Hold Times
    5.
    发明申请
    System And Method For Determining Customer Hold Times 审中-公开
    确定客户保留时间的系统和方法

    公开(公告)号：US20150146867A1

    公开(公告)日：2015-05-28

    申请号：US14612220

    申请日：2015-02-02

    Applicant: Intellisist, Inc.

    Inventor： Gilad Odinak ,  Adam Waalkes

    IPC: H04M3/51 ,  H04M3/523

    CPC classification number: H04M3/5175 ,  H04M3/42068 ,  H04M3/4285 ,  H04M3/5133 ,  H04M3/523 ,  H04M3/5238 ,  H04M2201/40

    Abstract: A system and method for determining customer hold times is provided. A database of caller profiles is maintained. A call from a caller is received into a call center and assigned to an agent. A delay during which the caller is to be placed on hold is identified. A hold time for the delay is determined based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.

    Abstract translation: 提供了一种用于确定客户保持时间的系统和方法。 维护呼叫者简档的数据库。 来自呼叫者的呼叫被接收到呼叫中心并被分配给代理。 识别呼叫者被置于保持状态的延迟。 延迟的保持时间是基于保持队列的长度，代理的忙碌程度和与呼叫者相关联的呼叫者简档来确定的。

    Computer-Implemented System And Method For Processing Caller Responses
    6.
    发明申请
    Computer-Implemented System And Method For Processing Caller Responses 有权
    计算机实现的系统和处理来电者响应的方法

    公开(公告)号：US20130251118A1

    公开(公告)日：2013-09-26

    申请号：US13893231

    申请日：2013-05-13

    Applicant: Intellisist, Inc.

    Inventor： Adam Waalkes ,  Alastair Sutherland ,  Gilad Odinak ,  Haodong Howard Jiang

    IPC: H04M3/523

    CPC classification number: H04M3/5235 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/527 ,  H04M2201/40 ,  H04M2201/60

    Abstract: A computer-implemented system and method for processing caller responses is provided. Scripts each including at least one block of dialogue are stored. Information is received from a caller during a call with an agent. A selection of a least one of the scripts is received from the agent based on the received information from the caller. The selected script is presented to the caller. A response is received from the caller. A direction of the call is changed. A further selection of one of the scripts is received from the agent based on the response from the caller. The further selected script is presented to the caller.

    Abstract translation: 提供了一种用于处理呼叫者响应的计算机实现的系统和方法。 存储包括至少一个对话块的脚本。 在与代理商进行通话期间，从主叫方收到信息。 基于来自呼叫者的接收到的信息，从代理接收至少一个脚本的选择。 所选脚本被呈现给呼叫者。 从呼叫者接收到响应。 呼叫方向改变。 基于来自呼叫者的响应，从代理接收到其中一个脚本的进一步选择。 进一步选择的脚本被呈现给呼叫者。

    COMPUTER-IMPLEMENTED SYSTEM AND METHOD FOR RETENTION OF CALL RECORDINGS
    8.
    发明申请
    COMPUTER-IMPLEMENTED SYSTEM AND METHOD FOR RETENTION OF CALL RECORDINGS 审中-公开

    公开(公告)号：US20170346943A1

    公开(公告)日：2017-11-30

    申请号：US15682496

    申请日：2017-08-21

    Applicant: Intellisist, Inc.

    Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

    IPC: H04M3/42 ,  H04M3/51

    CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

    Abstract: A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.

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