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公开(公告)号：US09392116B2
公开(公告)日：2016-07-12
申请号：US14141405
申请日：2013-12-26
Inventor： Matthew J. Surridge , Andrew T.C. Verrall , Cameron David Smith , Gregory J. Hedges , Merijn te Booij
CPC classification number: H04M3/5175 , G06Q10/063112 , H04M3/5233 , H04M2203/401
Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
Abstract translation: 用于通过联络中心管理客户体验的系统和方法，该联络中心获取关于客户，联络中心的代理人和由联络中心代表的组织的可用数据，用于识别与客户的额外对话/互动的机会 在这些额外的对话/互动中，一次和预期能够最大限度地提高组织结果的资源。 处理器被配置为识别客户和联络中心之间的交互的快速和/或隐含意图。 还确定了与快速和/或隐含意图相关的业务目标，用于确定联络中心的当前性能并确定任何性能差距。 联络中心目标是根据其处理明确和/或隐含意图的表现以及所识别的绩效差距来确定的。 然后选择可用的一个已识别目标，以将交互路由到目标。
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公开(公告)号：US20160189164A1
公开(公告)日：2016-06-30
申请号：US14588407
申请日：2014-12-31
Inventor： Juergen Tolksdorf , Christopher Connolly , Charlotte Toerck , Merijn te Booij , Herbert Willi Artur Ristock , Robert Kassel
IPC: G06Q30/00
CPC classification number: G06Q30/016
Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.
Abstract translation: 用于管理客户交互的方法包括：接收与客户承载的电子通信设备和位于与客户联络中心相关联的物理设备的第一位置的第一邻近设备之间的接近度的第一邻近信息; 创建包括对应于所述第一邻近信息的数据的交互对象; 由处理器接收与位于第二位置的电子通信设备和第二接近设备之间的接近度相关的第二邻近信息; 修改所述交互对象以包括对应于所述第二邻近信息的数据; 将所述交互对象存储在第一数据存储设备中，其中还存储所述客户与客户联络中心的资源之间的联系中心交互的数据; 以及检索所述交互对象的存储数据和所述联系中心交互的数据，用于基于所检索的数据生成输出。
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公开(公告)号：US20150254679A1
公开(公告)日：2015-09-10
申请号：US14201738
申请日：2014-03-07
Inventor： Merijn te Booij , Kentis Gopalla , Yochai Konig , Morad Ankri , Vyacheslav Zhakov
IPC: G06Q30/02
CPC classification number: G06Q30/0201
Abstract: A method includes: receiving, on a processor, data associated with an interaction between a user and a first enterprise; applying, by the processor, a rule of a template based on the data; identifying, by the processor and using the rule of the template, a second enterprise; and transmitting, by the processor, the data to the second enterprise in accordance with the rule.
Abstract translation: 一种方法包括：在处理器上接收与用户和第一企业之间的交互相关联的数据; 由处理器基于数据应用模板的规则; 由处理器识别并使用模板的规则，第二企业; 并且由处理器根据规则将数据发送给第二企业。
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公开(公告)号：US20140334619A1
公开(公告)日：2014-11-13
申请号：US13960627
申请日：2013-08-06
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5175 , H04M3/53333 , H04M2203/2077 , H04M2203/401 , H04M2203/402 , H04M2203/403
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.
Abstract translation: 一种用于设置联络中心的代理交叉技能启用级别的系统和方法。 在一个实施例中，执行一系列模拟以确定针对各种情况的最佳交叉技能使能水平，例如，代理人数，每个代理在每种技能的熟练程度以及需要每个技能的传入交互请求的速率 的各种技能。 创建查找表，随后在操作之前或实时操作期间在联络中心的配置期间使用查找表，以调整代理交叉技能启用级别。
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15.发明授权公开(公告)号：US10607167B2
公开(公告)日：2020-03-31
申请号：US14882399
申请日：2015-10-13
Inventor： Herbert Willi Artur Ristock , Adrian Lee-Kwen , David Beilis , Christopher Connolly , Liyuan Qiao , Merijn te Booij , James Kraeutler
Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
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Patent Agency Ranking
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：US10007919B2
公开(公告)日：2018-06-26
申请号：US14588407
申请日：2014-12-31
Inventor： Juergen Tolksdorf , Christopher Connolly , Charlotte Toerck , Merijn te Booij , Herbert Willi Artur Ristock , Robert Kassel , John Keyes
CPC classification number: G06Q30/016
Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.
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公开(公告)号：US20180176382A1
公开(公告)日：2018-06-21
申请号：US15897967
申请日：2018-02-15
Inventor： Herbert W.A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
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公开(公告)号：US09774737B2
公开(公告)日：2017-09-26
申请号：US15206501
申请日：2016-07-11
Inventor： Matthew J. Surridge , Andrew T. C. Verrall , Cameron David Smith , Gregory J. Hedges , Merijn te Booij
CPC classification number: H04M3/5175 , G06Q10/063112 , H04M3/5233 , H04M2203/401
Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
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20.发明申请公开(公告)号：US20170103360A1
公开(公告)日：2017-04-13
申请号：US14882399
申请日：2015-10-13
Inventor： Herbert Willi Artur Ristock , Adrian Lee-Kwen , David Beilis , Christopher Connolly , Liyuan Qiao , Merijn te Booij , James Krautler
CPC classification number: G06Q10/063114 , G06Q10/063112 , H04L67/10 , H04L67/12 , H04L67/18 , H04L67/20 , H04L67/28 , H04L67/32 , H04L67/42
Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
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