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11.发明申请SYSTEM AND METHOD FOR ANTICIPATORY DYNAMIC CUSTOMER SEGMENTATION FOR A CONTACT CENTER 有权用于联络中心的动态客户分类的系统和方法公开(公告)号：US20160036982A1
公开(公告)日：2016-02-04
申请号：US14450194
申请日：2014-08-01
Inventor： Herbert Willi Artur Ristock , Charlotte Toerck , Todd Hollenberg , Nikolay Korolev , Bradley Krug , David H. Anderson
CPC classification number: H04M3/5233 , G06Q10/04
Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.
Abstract translation: 用于在联络中心增强交互处理的系统和方法，包括动态地确定客户分段。 处理器检测与客户的未决交互。 响应于检测待处理的交互，处理器检索客户所属的第一客户段的标识。 第一个客户群与联络中心的第一个目标相关联。 处理器预测未决交互的结果，并根据预测结果识别第二客户细分。 处理器将客户重新关联到第二客户区段，其中第二客户区段与不同于第一业务目标的联络中心的第二目标相关联。 处理器根据第二个目标而不是第一个目标处理待决的交互。
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12.发明申请SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER 有权用于在呼叫中心处理交互的未来代理程序的预测系统和方法公开(公告)号：US20140341368A1
公开(公告)日：2014-11-20
申请号：US14447548
申请日：2014-07-30
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/5158 , H04M3/5191 , H04M3/5238 , H04M2203/6018
Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
Abstract translation: 用于进行呼出呼叫的系统包括连接到网络的用于发出出站电话呼叫的第一节点，连接到所述网络并且可被第一节点访问的第二节点用于相对于忙，就绪和时间准备报告代理状态， 连接到网络并可由第二个节点访问的代理设备，以及许多代理活动应用程序在代理设备上安装一个。 在优选实施例中，基于报告的准备接受呼叫的代理的数量加上预期在指定的时间窗口内准备好接受呼叫的代理的数量来预测出站呼叫。
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公开(公告)号：US10419614B2
公开(公告)日：2019-09-17
申请号：US15865167
申请日：2018-01-08
Inventor： Hardik Modi , Nikolay Korolev , Herbert Willi Artur Ristock , Conor McGann , Jeffery Karas , Graeme Provan
Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
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公开(公告)号：US10289982B2
公开(公告)日：2019-05-14
申请号：US15901784
申请日：2018-02-21
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Herbert Willi Artur Ristock
Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.
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公开(公告)号：US20180176379A1
公开(公告)日：2018-06-21
申请号：US15898476
申请日：2018-02-17
CPC classification number: H04M3/5232 , H04M3/5141 , H04M3/523 , H04M3/5233
Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
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Patent Agency Ranking
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：US09979825B2
公开(公告)日：2018-05-22
申请号：US14633064
申请日：2015-02-26
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
CPC classification number: H04M3/5232 , H04M3/5141 , H04M3/5231
Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.
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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：US09848084B2
公开(公告)日：2017-12-19
申请号：US14450195
申请日：2014-08-01
Inventor： Nikolay Korolev , Herbert Willi Artur Ristock , David H. Anderson , Todd Hollenberg , Bradley Krug , Charlotte Toerck
CPC classification number: H04M3/5233 , G06Q30/0281 , H04M2203/402 , H04M2203/404
Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.
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20.发明授权公开(公告)号：US09357069B2
公开(公告)日：2016-05-31
申请号：US13705120
申请日：2012-12-04
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
CPC classification number: H04M3/5141 , H04M3/51 , H04M3/5133 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5238 , H04M2201/38 , H04M2203/408 , H04M2242/22
Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
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