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公开(公告)号：US09160855B2
公开(公告)日：2015-10-13
申请号：US14328685
申请日：2014-07-10
Inventor： Vladislav Baranovsky , Vladimir Mezhibovsky , Anton Brazhnyk , Gregory Jacob Duclos , David H. Anderson , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk
CPC classification number: H04M3/5231 , G06Q30/016 , H04L61/2061 , H04M3/2218 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04W4/02 , H04W4/16 , H04W4/20
Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.
Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。
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12.发明申请SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER 有权在呼叫中心指示交易和任务参与的优先级别的系统公开(公告)号：US20130163745A1
公开(公告)日：2013-06-27
申请号：US13705120
申请日：2012-12-04
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
IPC: H04M3/523
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.
Abstract translation: 呼叫中心系统具有从机器可读介质执行软件（SW）的计算机化服务器，用于收集关于传入事务的数据的SW的数据收集功能，数据处理功能，其耦合到数据收集引擎并且能够处理 针对一组业务规则收集的数据，数据处理功能确定进入事务中的各个事务的优先级，以及能够将由数据处理功能确定的优先级指示分发给代理可访问的一个或多个呈现接口的分发功能 在代理人关联交易所在的时间或之后。
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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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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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Patent Agency Ranking
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：US09900437B2
公开(公告)日：2018-02-20
申请号：US15594211
申请日：2017-05-12
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：US20180007081A1
公开(公告)日：2018-01-04
申请号：US15201261
申请日：2016-07-01
Inventor： Benjamin Friend , Marat lrner , Christopher Connolly , Herbert Willi Artur Ristock , Leonid Vymenets , Colin Leonard , Vladimir Mezhibovsky , Josef Eric Eisner
CPC classification number: H04L63/1441 , H04L63/0428 , H04L63/06 , H04L63/062 , H04L63/0861 , H04L63/1466 , H04L63/18 , H04W12/00514 , H04W12/06
Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.
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公开(公告)号：US09654637B2
公开(公告)日：2017-05-16
申请号：US14470898
申请日：2014-08-27
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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