-
公开(公告)号：US09609131B2
公开(公告)日：2017-03-28
申请号：US14875365
申请日：2015-10-05
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
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.
-
公开(公告)号：US20160028893A1
公开(公告)日：2016-01-28
申请号：US14875365
申请日：2015-10-05
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
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各种情况下的最佳交叉技能，启用级别，例如代理人数，每个代理在每种技能的熟练程度以及进入的交互请求的速率 要求各种各样的技能。 创建查找表，随后在操作期间在联络中心的配置期间或在操作期间实时地使用查找表，以调整代理交叉技能使能水平，
-
公开(公告)号：US20150189088A1
公开(公告)日：2015-07-02
申请号：US14141405
申请日：2013-12-26
Inventor： Matthew James Surridge , Andrew Thomas Charles Verrall , Cameron David Smith , Gregory John 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。
-
公开(公告)号：US10135982B2
公开(公告)日：2018-11-20
申请号：US15714913
申请日：2017-09-25
Inventor： Matthew J. Surridge , Andrew T. C. Verrall , Cameron David Smith , Gregory J. Hedges , Merijn te Booij
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.
-
公开(公告)号：US20180034966A1
公开(公告)日：2018-02-01
申请号：US15224298
申请日：2016-07-29
Inventor： Merijn te Booij , Kentis Gopalla , Herbert Willi Artur Ristock
CPC classification number: H04M3/5175 , H04M3/5232 , H04M2203/402
Abstract: A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.
-
Patent Agency Ranking
26.发明申请公开(公告)号：US20180034965A1
公开(公告)日：2018-02-01
申请号：US15224143
申请日：2016-07-29
Inventor： Merijn te Booij , Kentis Gopalla , Herbert Willi Artur Ristock
CPC classification number: H04M3/5175 , G06Q10/06393 , H04M3/5232 , H04M2203/402 , Y04S10/54
Abstract: A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
-
公开(公告)号：US20170251107A1
公开(公告)日：2017-08-31
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.
-
28.发明申请公开(公告)号：US20170104872A1
公开(公告)日：2017-04-13
申请号：US14882405
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
IPC: H04M3/51
CPC classification number: H04M3/523 , H04M3/42348 , H04M2250/12
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.
-
公开(公告)号：US20170013132A1
公开(公告)日：2017-01-12
申请号：US14795563
申请日：2015-07-09
Inventor： Herbert Willi Artur Ristock , Merijn te Booij , Vladimir Mezhibovsky , David Anderson , Yevgeniy Petrovykh
CPC classification number: H04M3/5235 , G06Q30/01 , G06Q30/0617
Abstract: A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.
Abstract translation: 系统包括联络中心，以提供消费者和联络中心的代理工作站之间的交互，消费者通过第三方市场与供应商进行交易。 数据库存储有关消费者，供应商和市场之间关系的信息。 联络中心根据关系将消费者路由到代理工作站。
-
公开(公告)号：US20160065741A1
公开(公告)日：2016-03-03
申请号：US14470913
申请日：2014-08-27
Inventor： Vladimir Mezhibovsky , Herbert Willi Artur Ristock , Merijn te Booij , Akbar Riahi
CPC classification number: H04M3/5233 , G06Q10/06398 , G06Q30/016 , G06Q50/01 , H04M3/5191 , H04M2203/655
Abstract: A system and method for interacting with a contact center system. A processor in the apparatus transmits, over a data channel to the contact center system, a message relating to a product a service. The processor receives, from the contact center system, identification of first and second agents with skills for handling inquiries relating to the product or service. The processor receives, from the contact center system, availability of the first and second agents for engaging in an interaction. In response to receipt of the identification of the first and second agents, the processor retrieves ratings for the first and second agents, where the rating of the first agent is higher than the rating of the second agent. The processor launches an interaction with the first agent.
Abstract translation: 用于与联络中心系统交互的系统和方法。 该设备中的处理器通过数据信道向联络中心系统发送与产品相关的服务的消息。 处理器从联络中心系统接收具有处理与产品或服务有关的查询的技能的第一和第二代理人的识别。 处理器从联络中心系统接收用于参与交互的第一和第二代理的可用性。 响应于接收到第一和第二代理的标识，处理器检索第一和第二代理的评级，其中第一代理的评级高于第二代理的评级。 处理器启动与第一代理程序的交互。
-
-
-
-
-
-
-
-
-
Search Results
32
records
(took 0.025 seconds)
