公开(公告)号：US10664868B2

公开(公告)日：2020-05-26

申请号：US15659762

申请日：2017-07-26

申请人： Five9, Inc.

发明人： Danny Hsiang-Kuo Wang ,  James J. Hickey ,  Ilya A. Harahap ,  John R. D'Amour ,  Piotr K. Chojnowski ,  Gaurav Passi

IPC分类号： G06Q30/02 ,  G06F16/9535 ,  G06Q30/06 ,  G06Q30/00 ,  H04L12/58

摘要： Systems and method are provided for synchronizing communications between two disparate computing systems. A context capture module is configured to capture interactions of a first computing system with an application to determine a current context of the first computing system's interactions. A communications initiation engine is configured to determine one of a plurality of other computing systems is to be queried for communication with the first computing system. When one of the other computing systems is to be queried, an initiation communication is provided to a particular one of the other computing systems, where the initiation communication includes data describing the current context of the first computing system's interactions. An availability indication is received from the particular other computing system. A communications module is configured to facilitate communications between the first computing system and the particular other computing system.

公开(公告)号：US09280541B2

公开(公告)日：2016-03-08

申请号：US13736788

申请日：2013-01-08

申请人： Five9, Inc.

发明人： Lance Fried ,  Joseph Katz

IPC分类号： G10L19/00 ,  G06F17/30 ,  G10L21/00 ,  G06Q30/06 ,  G06Q30/02 ,  G06Q30/00 ,  H04L29/08

CPC分类号： G06F17/30002 ,  G06F17/3005 ,  G06Q30/016 ,  G06Q30/0269 ,  G06Q30/0641 ,  G10L21/00 ,  H04L67/327

摘要： A quick response (QR) proxy and protocol gateway for interfacing with a carrier network, a QR-equipped device, and a contact center and contact center database is disclosed. A data link is connected to a carrier network to receive QR codes and other data. Additional data links are connected to a contact center database and a QR-equipped device to obtain information used in determining routing and tagging instructions. A user interface is connected to the gateway to accept configurable conditions for determining routing instructions. There is a text conversion function and speech conversion function for each target enterprise contact center. Synchronization between stored user preferences to automated or semi-automated customer service routes is provided by a consumer preference template system.

摘要翻译： 公开了一种用于与运营商网络，配备了QR的设备以及联络中心和联络中心数据库进行接口的快速响应（QR）代理和协议网关。 数据链路连接到运营商网络以接收QR码和其他数据。 额外的数据链接连接到联络中心数据库和配备QR的设备，以获取用于确定路由和标记指令的信息。 用户界面连接到网关以接受用于确定路由指令的可配置条件。 每个目标企业联络中心都有一个文本转换功能和语音转换功能。 存储的用户偏好与自动或半自动客户服务路由之间的同步由消费者偏好模板系统提供。

公开(公告)号：US09118763B1

公开(公告)日：2015-08-25

申请号：US14564540

申请日：2014-12-09

申请人： Five9, Inc.

发明人： Edwin Kenneth Margulies ,  Ran Ezerzer ,  Moni Manor

IPC分类号： H04M3/00 ,  H04M3/51

CPC分类号： H04M3/5191

摘要： In accordance with the teaching described herein, systems and methods are provided for a communications proxy and overlay network for a plurality of customer feedback collection instruments that are configured to gather information from customers. A communications server array may be configured to communicate with a user device and one or more contact centers. An application server may be configured to communicate with the communications server array, a contact centers having associated user interfaces. An intelligent text processing and analysis module may be configured to transform an input from the user device to a modified input for use by the first contact center and second contact center to facilitate real time or delayed communications between users and agents.

摘要翻译： 根据本文所述的教导，提供了用于多个客户反馈收集工具的通信代理和覆盖网络的系统和方法，其被配置为从客户收集信息。 通信服务器阵列可以被配置为与用户设备和一个或多个联络中心进行通信。 应用服务器可以被配置为与通信服务器阵列通信，具有相关联的用户接口的联络中心。 智能文本处理和分析模块可以被配置为将来自用户设备的输入转换为修改的输入，以供第一联络中心和第二联络中心使用以促进用户和代理之间的实时或延迟的通信。

公开(公告)号：US20140169551A1

公开(公告)日：2014-06-19

申请号：US14185071

申请日：2014-02-20

申请人： Five9, Inc.

发明人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

IPC分类号： H04M3/51

CPC分类号： H04M3/5158

摘要： A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.

摘要翻译： 一种用于基于在未来时间段中的代理占用的预测来确定在自动化联络中心中针对特定出站活动生成的呼叫数量的方法，其中所述自动化联络中心处理一个或多个出站活动。 估计一个或多个出站活动可用的出站代理总数。 通过使用出站代理的总数，根据比例确定特定出站活动的有效数量的代理。 代理人的有效数量用于根据拨号方式确定针对特定出站活动生成的出站呼叫数量。 然后根据确定的要生成的出站呼叫数量为特定出站活动生成呼叫。

公开(公告)号：US08755372B2

公开(公告)日：2014-06-17

申请号：US12767544

申请日：2010-04-26

申请人： Lance Fried ,  Joseph Katz ,  Edwin Kenneth Margulies

发明人： Lance Fried ,  Joseph Katz ,  Edwin Kenneth Margulies

IPC分类号： G06F15/16

CPC分类号： G06Q30/02 ,  H04M3/493 ,  H04M3/5191 ,  H04M2203/655

摘要： A portal system for secure, aggregated and centralized management and access of disparate customer service and social networking environments is disclosed. A user interface provides multiple, parameter-based automated service scripts, each configured to utilize customer information. The scripts link to vendor-specific, scenario-specific, and social networking-specific interfaces that have common user interface elements. Shared and dedicated reverse automation gateways are configured to emulate the step-by-step self-service aspects of web sites and interactive voice response systems. The portal system eliminates or reduces inbound toll-free telephone charges for vendor contact centers and additionally links the same to social networking systems.

摘要翻译： 公开了一种用于安全，集中和集中管理和访问不同的客户服务和社交网络环境的门户系统。 用户界面提供多个基于参数的自动化服务脚本，每个脚本都配置为利用客户信息。 该脚本链接到具有特定于供应商，特定于场景的社交网络特定接口，具有通用的用户界面元素。 共享和专用的反向自动化网关被配置为模拟网站和交互式语音响应系统的逐步自助服务方面。 门户系统消除或减少供应商联络中心的入站免费电话费用，并将其与社交网络系统相连接。

公开(公告)号：US08699699B1

公开(公告)日：2014-04-15

申请号：US13332510

申请日：2011-12-21

申请人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

发明人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5158

摘要： A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.

摘要翻译： 一种用于基于在未来时间段中的代理占用的预测来确定在自动化联络中心中针对特定出站活动生成的呼叫数量的方法，其中所述自动化联络中心处理一个或多个出站活动。 估计一个或多个出站活动可用的出站代理总数。 通过使用出站代理的总数，根据比例确定特定出站活动的有效数量的代理。 代理人的有效数量用于根据拨号方式确定针对特定出站活动生成的出站呼叫数量。 然后根据确定的要生成的出站呼叫数量为特定出站活动生成呼叫。

公开(公告)号：US08693671B2

公开(公告)日：2014-04-08

申请号：US13594356

申请日：2012-08-24

申请人： Lance Fried ,  Joseph Katz ,  Rick Korfin

发明人： Lance Fried ,  Joseph Katz ,  Rick Korfin

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5231 ,  H04M3/42059 ,  H04M3/42221 ,  H04M3/42306 ,  H04M3/4283 ,  H04M3/5238 ,  H04M7/125 ,  H04M2207/12

摘要： A communications portal for interfacing with a carrier network, a contact center, and a user is disclosed. Telecommunications links are connected to the communications portal to receive inbound calls and place outbound calls. A gateway signaling proxy containing an application server and a reverse automation subsystem is connected to the telecommunications links to recognize and store user selections, detect answer supervision, and execute scripts as configured in the user interface.

摘要翻译： 公开了一种用于与运营商网络，联络中心和用户进行接口的通信门户。 电信链路连接到通信门户，以接收来电和拨出呼叫。 包含应用服务器和反向自动化子系统的网关信令代理连接到电信链路，以识别和存储用户选择，检测应答监视和执行在用户界面中配置的脚本。