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公开(公告)号：US10277742B2
公开(公告)日：2019-04-30
申请号：US15413100
申请日：2017-01-23
Inventor： Nikolay Anisimov , Sergey Fedorov , Herbert Ristock
Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.
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公开(公告)号：US20180159981A1
公开(公告)日：2018-06-07
申请号：US15413100
申请日：2017-01-23
Inventor： Nikolay Anisimov , Sergey Fedorov , Herbert Ristock
Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.
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公开(公告)号：US09986096B2
公开(公告)日：2018-05-29
申请号：US15242116
申请日：2016-08-19
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
CPC classification number: H04M3/5231 , H04M3/5232 , H04M3/5237
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US20180054525A1
公开(公告)日：2018-02-22
申请号：US15242116
申请日：2016-08-19
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
CPC classification number: H04M3/5231 , H04M3/5232 , H04M3/5237
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US20170034353A1
公开(公告)日：2017-02-02
申请号：US14812607
申请日：2015-07-29
Inventor： Cliff Bell , Daniel Stoops , Sergey Fedorov , Herbert Ristock , David Beilis , Adrian Lee-Kwen
CPC classification number: H04M3/5235 , H04L63/0853 , H04M3/5166 , H04M3/5191 , H04M2203/2038 , H04M2203/6081 , H04M2203/651 , H04W4/14 , H04W12/06
Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
Abstract translation: 系统包括联络中心，以提供客户与联络中心的代理工作站之间的交互。 联络中心网络将来自移动设备的呼叫连接到交互式语音应答应用。 移动互动平台从移动设备收集认证信息，以使用移动设备认证客户。 短消息服务平台发送链接以将移动设备连接到移动应用。 移动参与服务器基于收集的认证信息来认证用于移动应用的移动设备的客户。
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Patent Agency Ranking
公开(公告)号：US20140379416A1
公开(公告)日：2014-12-25
申请号：US14477799
申请日：2014-09-04
Inventor： Herbert Ristock , Brian Galvin
CPC classification number: H04L67/10 , G06F17/30566 , G06F17/30899 , G06Q10/0633 , G06Q10/10 , G06Q10/107
Abstract: In a first enterprise joined in a distributed, federated network of second enterprises, a system is provided for managing data flow between enterprises, the system including a data management server in the first enterprise having access to sets of rules for managing data flow to and from the first enterprise, a first data interface in the first enterprise dedicated to data transfer to a paired second dedicated data interface at a neighboring second enterprise in the federation, wherein the first data interface manages data sent to the second interface and/or data incoming from the second interface according to the sets of rules for managing data flow.
Abstract translation: 在加入第二企业分散式联合网络的第一家企业中，提供了一种用于管理企业之间数据流的系统，该系统包括第一企业中的数据管理服务器，可以访问用于管理数据流的规则集 第一企业，第一企业中的第一数据接口，专用于在联盟中的相邻第二企业处将数据传输到配对的第二专用数据接口，其中第一数据接口管理发送到第二接口的数据和/或从 根据用于管理数据流的规则集合的第二个接口。
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17.发明申请SYSTEM AND METHODS FOR SCHEDULING AND OPTIMIZING INBOUND CALL FLOW TO A CALL CENTER 有权用于调度和优化传入呼叫中心的呼叫流的系统和方法公开(公告)号：US20140301543A1
公开(公告)日：2014-10-09
申请号：US14308668
申请日：2014-06-18
Inventor： Nikolay Anisimov , Sergey Fedorov , Herbert Ristock
IPC: H04M3/523
Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.
Abstract translation: 用于向通信中心提供入站呼叫预留的方法具有通过从机器可读介质执行的预约软件监视到通信中心的服务接入点的步骤，评估通信者和潜在通信者，以及向合格的通信者发出保留的通信会话的邀请， 潜在的通信者，根据预测的通信负载和资源可用性统计数据进行协调的保留时间。
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公开(公告)号：US10708428B2
公开(公告)日：2020-07-07
申请号：US15989859
申请日：2018-05-25
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US10110747B2
公开(公告)日：2018-10-23
申请号：US15470768
申请日：2017-03-27
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
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公开(公告)号：US10104178B2
公开(公告)日：2018-10-16
申请号：US14288359
申请日：2014-05-27
Inventor： Rajiv S. Kumar , Herbert Ristock
Abstract: A system including: a processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to: receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and route the request to a resource in accordance with the data of the request.
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