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11.发明授权System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time 有权用于分析交互并实时向人机界面和系统界面报告分析结果的系统公开(公告)号：US09124697B2
公开(公告)日：2015-09-01
申请号：US13888318
申请日：2013-05-06
Inventor： Mark Scott , Jim Barnett
CPC classification number: H04M3/5175 , G10L15/26 , G10L17/26 , G10L21/10 , G10L25/63 , H04L65/1006 , H04L65/1046 , H04M3/42221 , H04M2201/40 , H04M2203/301 , H04M2203/401
Abstract: A computerized system for advising one communicant in electronic communication between two or more communicants has apparatus monitoring and recording interaction between the communicants, software executing from a machine-readable medium and providing analytics, the software functions including rendering speech into text, and analyzing the rendered text for topics, performing communicant verification, and detecting changes in communicant emotion. Advice is offered to the one communicant during the interaction, based on results of the analytics.
Abstract translation: 用于在两个或更多个通信者之间通信电子通信中的一个通信者的计算机系统具有设备监视和记录通信者之间的交互，从机器可读介质执行的软件和提供分析，软件功能包括将语音呈现为文本，以及分析呈现 主题文字，执行沟通者验证，以及检测传播情绪的变化。 根据分析结果，在交互期间向一位通讯者提供建议。
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Patent Agency Ranking
12.发明申请METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM 有权将业务管理系统与业务规则管理系统集成的方法和系统公开(公告)号：US20140119535A1
公开(公告)日：2014-05-01
申请号：US14149789
申请日：2014-01-07
Inventor： Nikolay Anisimov , Yevgeniy Petrovykh , Mark Scott
IPC: H04M3/51
CPC classification number: H04M3/5191 , G06Q10/067 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M2201/16
Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.
Abstract translation: 在联络中心，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。
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13.发明授权System and methods for integrating short message service messaging with contact center applications 有权将短消息服务消息传递与联络中心应用程序集成的系统和方法公开(公告)号：US09462435B2
公开(公告)日：2016-10-04
申请号：US14161602
申请日：2014-01-22
Inventor： Nikolay Anisimov , Yevgeniy Petrovykh , Sergey B. Belov , Mark Scott
CPC classification number: H04M3/5183 , H04L12/1822 , H04L12/66 , H04L51/04 , H04L51/36 , H04L51/38 , H04L67/02 , H04M3/5141 , H04M3/5191 , H04M3/523 , H04W4/12 , H04W4/14 , H04W40/02 , H04W88/16
Abstract: A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices.
Abstract translation: 用于将短消息服务（SMS）消息路由到联络中心中的端点的系统包括用于从操作变体协议的多个源接收SMS消息流的第一节点，以及根据通用协议将多个流复用到单个消息流中的媒体 网关服务器连接到第一节点，用于接收单个消息流，并将其中的各个消息转发到多个连接的服务器中的个别消息流，以及连接到至少一个连接的服务器的路由器，用于路由其中表示的各个消息 到多个网络支持的端点设备中的单个的。
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公开(公告)号：US20170308455A1
公开(公告)日：2017-10-26
申请号：US15645956
申请日：2017-07-10
Inventor： Andrey V. Ryabchun , Ramesh V. Pattabhiraman , Derek Barnes , Mark Scott , James H. Barnett
IPC: G06F11/34
CPC classification number: G06F11/3495 , G06F11/3438 , G06F2201/86 , G06F2201/875
Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.
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15.发明授权Method and system for integrating an interaction management system with a business rules management system 有权将交互管理系统与业务规则管理系统集成的方法和系统公开(公告)号：US09083802B2
公开(公告)日：2015-07-14
申请号：US14149789
申请日：2014-01-07
Inventor： Nikolay Anisimov , Yevgeniy Petrovykh , Mark Scott
CPC classification number: H04M3/5191 , G06Q10/067 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M2201/16
Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.
Abstract translation: 在联络中心，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。
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公开(公告)号：US20130246053A1
公开(公告)日：2013-09-19
申请号：US13888318
申请日：2013-05-06
Inventor： Mark Scott , Jim Barnett
IPC: H04M3/51
CPC classification number: H04M3/5175 , G10L15/26 , G10L17/26 , G10L21/10 , G10L25/63 , H04L65/1006 , H04L65/1046 , H04M3/42221 , H04M2201/40 , H04M2203/301 , H04M2203/401
Abstract: A computerized system for advising one communicant in electronic communication between two or more communicants has apparatus monitoring and recording interaction between the communicants, software executing from a machine-readable medium and providing analytics, the software functions including rendering speech into text, and analyzing the rendered text for topics, performing communicant verification, and detecting changes in communicant emotion. Advice is offered to the one communicant during the interaction, based on results of the analytics.
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