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21.发明授权System and method for anticipatory dynamic customer segmentation for a contact center 有权用于联络中心的预期动态客户细分的系统和方法公开(公告)号：US09350867B2
公开(公告)日：2016-05-24
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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公开(公告)号：US20160036981A1
公开(公告)日：2016-02-04
申请号：US14450190
申请日：2014-08-01
Inventor： Todd Hollenberg , Bradley Krug , Herbert Willi Artur Ristock , Charlotte Toerck , Nikolay Korolev , David H. Anderson
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5166 , H04M2203/402
Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.
Abstract translation: 与原子交互路由相反的基于案例的路由的系统和方法。 处理器在客户数据库中打开一个案例。 这种情况与具有预期为此情况执行的步骤的工作流相关联。 处理器识别工作流的第一和第二步骤，并进一步识别具有处理第一和第二步骤的技能的代理。 处理器产生用于处理工作流的至少第一步骤的任务，并发送指令以将任务路由到所识别的代理。
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公开(公告)号：US10708428B2
公开(公告)日：2020-07-07
申请号：US15989859
申请日：2018-05-25
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
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：US10447859B2
公开(公告)日：2019-10-15
申请号：US15968632
申请日：2018-05-01
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
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：US10110747B2
公开(公告)日：2018-10-23
申请号：US15470768
申请日：2017-03-27
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
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.
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Patent Agency Ranking
公开(公告)号：US20180278749A1
公开(公告)日：2018-09-27
申请号：US15989859
申请日：2018-05-25
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
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：US20180227422A1
公开(公告)日：2018-08-09
申请号：US15944294
申请日：2018-04-03
Inventor： Aleksandr Stolyar , Martin Ira Reiman , Nikolay Korolev , Vladimir Mezhibovsky , Herbert Willi Artur Ristock
Abstract: A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.
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28.发明授权公开(公告)号：US09866691B2
公开(公告)日：2018-01-09
申请号：US15187745
申请日：2016-06-20
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.
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公开(公告)号：US20170161691A1
公开(公告)日：2017-06-08
申请号：US15435279
申请日：2017-02-16
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Herbert Willi Artur Ristock
CPC classification number: G06Q10/1095 , G06Q10/00 , G06Q10/06314 , G06Q10/1093 , H04L51/046 , H04L51/20 , H04L65/4007 , H04L67/10 , H04L67/18
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：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.
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