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公开(公告)号：US10484643B2
公开(公告)日：2019-11-19
申请号：US15348054
申请日：2016-11-10
Applicant: AVAYA INC.
Inventor： Thomas Moran
IPC: G06T19/00 , H04N5/77 , G06F16/29 , G06F16/9537
Abstract: As technology advances, customer-agent interactions require adoption of the new technologies to remain useful to customers and cost effective to contact centers. Virtual reality technology allows a customer to virtually tour a remote location and optionally interact with an agent during the virtual tour. The agent and/or customer may select virtual reality elements, including a recording of the interaction itself, to be triggered upon the customer, with a location enabled customer device, being located in the real-world at a corresponding virtual location in which the virtual reality element was created. The virtual reality element may be automatically presented and the presentation may be a full virtual reality presentation, an augmented reality presentation, or a converted presentation, such as to a more conventional format.
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公开(公告)号：US20190268475A1
公开(公告)日：2019-08-29
申请号：US15903759
申请日：2018-02-23
Applicant: Avaya Inc.
Inventor： Thomas Moran
Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.
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公开(公告)号：US20170286887A1
公开(公告)日：2017-10-05
申请号：US15086205
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： Thomas Moran
CPC classification number: G06Q10/063112 , B64C39/024 , B64C2201/145 , B64C2201/146 , G06Q50/22 , G08G5/0026 , G08G5/0069
Abstract: Allocating agent resources in a contact center including receiving a new contact at the contact center and instantiating a contact object corresponding to the new contact. A first set of information is received by the contact center, and a first unmanned aerial vehicle (UAV) is selected for deployment to a target destination. At least one characteristic of the first UAV is associated with the contact object; an additional set of information related to at least one of the contact object or the first UAV is received by the contact center during a travel period of the first UAV to the target destination; and a dynamic prediction is made regarding a particular agent of the contact center to connect to the contact object. The contact object is then connected to an agent device associated with the particular agent.
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14.发明授权System and method for high-quality call recording in a high-availability environment 有权高可用性环境下高质量呼叫记录的系统和方法公开(公告)号：US09420091B2
公开(公告)日：2016-08-16
申请号：US14078671
申请日：2013-11-13
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Oliver Daniels , Thomas Moran
CPC classification number: H04M3/42221 , H04M2201/18 , H04M2203/559 , H04W4/16
Abstract: System and method to improve quality of a high-availability recording of a media stream, the method including: recording the media stream by at least a first and second recorders at separate network locations, to produce first and second recordings; comparing quality metrics of the first and second recordings; and creating an archival copy of the media stream based upon a comparison of quality metrics. In some embodiments, the method may further include: segmenting the first and second recordings into a respective first and second plurality of coextensive segments; and for substantially each segment of the first plurality of segments: comparing a quality metric of said segment with a quality metric of a corresponding segment from the second plurality of segments; and creating an archival copy of a segment of the media stream based upon a comparison of quality metrics for said segment.
Abstract translation: 用于提高媒体流的高可用性记录质量的系统和方法，所述方法包括：通过至少第一和第二记录器在不同的网络位置记录媒体流，以产生第一和第二记录; 比较第一和第二记录的质量度量; 以及基于质量度量的比较来创建媒体流的归档副本。 在一些实施例中，该方法还可以包括：将第一和第二记录分割成相应的第一和第二多个共延伸段; 并且对于所述第一多个段的基本上每个段：将所述段的质量度量与来自所述第二多个段的对应段的质量度量进行比较; 以及基于所述段的质量度量的比较来创建所述媒体流的段的归档副本。
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15.发明授权公开(公告)号：US11715112B2
公开(公告)日：2023-08-01
申请号：US16546514
申请日：2019-08-21
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
CPC classification number: G06Q30/016 , G10L13/00 , G10L15/22 , G10L15/26 , H04L43/08
Abstract: Contact center agents commonly have dissimilar levels of skill for a particular topic or ability. Often an expert is available to help lesser-skilled agents, but such experts may not always be available. Automated systems and methods are provided that allow for an agent-customer interaction to be monitored and, when a question is present, identify a best-matching knowledge unit to address the question. With the knowledge unit identified, a prior communication portion associated with the knowledge unit is then presented to the agent, such as via pop-up message, whisper voice message, etc., to allow the agent to have the benefit of the knowledge of the expert to answer the question without engaging the expert.
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Patent Agency Ranking
公开(公告)号：US11222642B2
公开(公告)日：2022-01-11
申请号：US16257681
申请日：2019-01-25
Applicant: Avaya Inc.
Inventor： Thomas Moran
Abstract: Artificial agents utilized for voice interactions continue to improve in their capacity to conduct more sophisticated interactions. Rather than just presenting a limited set of options, artificial agents are continuing to narrow the gap between generated speech and natural human speech. A requirement is often in place that spoken interactions be recorded, however, storing speech, even with data compression, is a resource-demanding task. Generated speech may be provided from content, such as text, and speech data. By recording an identifier of the content and associated speech data, storage processing and space requirements can be greatly reduced. Playback may be provided from a waveform of audio provided by the human participant and by selecting the content associated with the content identifier and generating speech of the content utilizing settings provided by the speech data.
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公开(公告)号：US11115538B2
公开(公告)日：2021-09-07
申请号：US16837657
申请日：2020-04-01
Applicant: Avaya Inc.
Inventor： Thomas Moran
Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.
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公开(公告)号：US20200228659A1
公开(公告)日：2020-07-16
申请号：US16837657
申请日：2020-04-01
Applicant: Avaya Inc.
Inventor： Thomas Moran
Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.
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公开(公告)号：US10659607B2
公开(公告)日：2020-05-19
申请号：US16419554
申请日：2019-05-22
Applicant: Avaya Inc.
Inventor： Gerard Carty , Thomas Moran
Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
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公开(公告)号：US10547728B2
公开(公告)日：2020-01-28
申请号：US15003627
申请日：2016-01-21
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. The illustrative contact center further includes a repository of greetings for a second agent and a greeting from the repository of greetings for the second agent is selectable based on the determined context of the first interaction. The illustrative contact center further includes a network interface that facilitates a presentation of the selected greeting to the customer when the customer is transferred from the first agent to the second agent.
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