公开(公告)号：US08504534B1

公开(公告)日：2013-08-06

申请号：US11861857

申请日：2007-09-26

Applicant: Patrick Tendick ,  Rodney A. Thomson ,  David Zanoni

Inventor： Patrick Tendick ,  Rodney A. Thomson ,  David Zanoni

IPC: G06F17/30 ,  G06F17/20

CPC classification number: G06F17/2264 ,  G06F17/2288 ,  H04M3/523

Abstract: The present invention is directed to a data model for effecting transformations of entities from a first form of expression to a second different form of expression.

Abstract translation: 本发明涉及用于实现实体从第一形式表达到第二种不同表达形式的变换的数据模型。

公开(公告)号：US07787609B1

公开(公告)日：2010-08-31

申请号：US11245724

申请日：2005-10-06

Applicant: Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Jill K. Ross ,  John Z. Taylor ,  Rodney A. Thomson

Inventor： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Jill K. Ross ,  John Z. Taylor ,  Rodney A. Thomson

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5233 ,  H04M3/42374

Abstract: The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.

Abstract translation: 本发明涉及使用存在信息将工作项目引导到专家的联络中心。 更具体地，提供了一种系统，其包括允许作为除客户服务代理之外的个人的主题专家以至少三种不同模式来协助来话呼叫的功能：辅助模式，截取模式和溢出模式 。 因此，客户服务效率和客户满意度得到提高。 此外，预期主题专家可以选择性地接受或拒绝协助请求。

公开(公告)号：US07729490B2

公开(公告)日：2010-06-01

申请号：US10778960

申请日：2004-02-12

Applicant: Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

Inventor： Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

IPC: H04M3/00

CPC classification number: H04L41/147 ,  G06Q30/06 ,  H04L41/5009 ,  H04L41/5022 ,  H04L41/5064 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M2203/551 ,  H04W72/1205 ,  H04W76/10

Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When a communication associated with a transaction is terminated prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining, relative to other transactions, the assigned service priority for the transaction while the communication is disconnected and assigning the assigned service priority to a subsequent inbound communication from the transaction initiator; (b) scheduling a subsequent outbound communication to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound communication is received by the contact center; and (d) when, during the first communication, the transaction initiator selected at least one item as part of an electronic order and the first communication was terminated before the electronic order was completed, maintaining the item(s) in memory and providing the item(s) to the transaction initiator when the transaction initiator makes a further communication with the contact center.

Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的通信过早地终止时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）在通信断开连接时将与交易相关的其他事务相关的业务优先级维护，并将分配的服务优先级分配给来自事务发起者的后续入站通信; （b）将后续出站通信调度到与所述事务发起者相关联的外部端点; （c）当接触中心接收到后续的入站通信时，向交易发起者分配优惠服务优先权; 和（d）在第一通信期间，当交易发起者在电子订单的一部分中选择至少一个项目并且第一通信在电子订单完成之前被终止时，将该项目保持在存储器中并提供该项目 当事务发起者进一步与联络中心进行通信时，交易发起者。