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公开(公告)号：US09880807B1
公开(公告)日：2018-01-30
申请号：US13944954
申请日：2013-07-18
CPC分类号： G06F3/167 , G10L15/26 , G10L2015/088 , G10L2015/221 , H04M3/51 , H04M3/5175 , H04M11/00 , H04M2201/40 , H04M2201/42 , H04M2203/401 , H04M2203/404
摘要： Various embodiments of the invention provide a tool for reviewing the content of communications conducted between parties. A communication is analyzed between a first and second party to determine the words present. A set of keywords are developed that represent a subset of the words determined to be present in the communication. Occurrences of the keywords in the communication are mapped to times at which they occur. An interface is provided to a user that displays a representation of the communication comprising an identifier, such as an icon, representing a particular occurrence of a keyword with respect to a timeline. The user can search, locate and review a corresponding portion of audio containing the occurrence of the keyword. This may involve playing the corresponding portion of the audio containing the occurrence of the keyword and/or displaying the corresponding portion of a transcript of the audio portion.
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22.发明授权公开(公告)号：US09838538B1
公开(公告)日：2017-12-05
申请号：US15271684
申请日：2016-09-21
发明人： Joseph Andraszek
CPC分类号： H04M3/5158 , G10L15/30 , G10L25/21 , G10L25/51 , H04M3/5183 , H04M2201/40 , H04M2203/2027
摘要： Various embodiments of the invention provide methods, systems, and computer program products for using real-time speech analytics to navigate a call that has reached a machine or service. In various embodiments, a call leg is established from a call handler handling the call to a speech analytics system configured to analyze the call to detect keywords. As the speech analytics system monitors the call, the speech analytics system sends an event to the call handler upon detecting a keyword. In turn, the call handler carries out some action based on the event that is configured to advance the progress of the call. Accordingly, if the call handler determines a live party has been reached on the call as result of the action, the call handler connects the call with a second live party to converse with the live party reached on the call.
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公开(公告)号：US09807235B1
公开(公告)日：2017-10-31
申请号：US15625363
申请日：2017-06-16
发明人： Patrick M. McDaniel , Shang Gao
CPC分类号： H04M3/5158 , H04M3/5238 , H04M2203/556
摘要： Various embodiments of the invention provide methods, systems, and computer-program products for pacing outbound calls placed by a predictive dialer in a contact center. Specifically, an ensemble made up of a global predictive model and a local predictive model is applied to each dialing record found in a plurality of dialing records to provide a probability of an outbound call placed to the dialing record resulting in a live connect. Accordingly, a call pacing hit ratio can then be calculated based on the probability for each of the dialing records and this call pacing hit ratio can be used by a predictive dialer in various embodiments to more accurately pace the placing of outbound calls then by using conventionally derived call pacing hit ratios.
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24.发明授权公开(公告)号：US09787839B1
公开(公告)日：2017-10-10
申请号：US15352732
申请日：2016-11-16
CPC分类号： H04M3/5175 , H04L65/1006 , H04M3/2218 , H04M3/2272 , H04M3/4874 , H04M3/5158 , H04M7/129 , H04M2201/10 , H04M2201/18 , H04M2203/2066 , H04M2207/08
摘要： A telephone call to a remote party may encounter a number of abnormal conditions, which prevents the call from being offered to the remote party's interface. These conditions may be indicated to the calling party using call progress information conveyed as out-of-band information, in the form of signaling elements and/or as in-band information, in the form of audio information. The audio information may include a special information tone and/or an intercept announcement. The call handler originating the outbound call may provide the audio information to a speech analytics component that analyzes the audio information. The analyzed audio information may be reconciled with the out-of-band information. Various rules can be applied to ascertain how to disposition the call in instances where the in-band and out-of-information are inconsistent. Once reconciled, accurate call disposition information can be recorded in the call record for that call.
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公开(公告)号：US09779729B1
公开(公告)日：2017-10-03
申请号：US15378152
申请日：2016-12-14
CPC分类号： G10L15/1815 , G06F17/2715 , G06N5/04 , G06N99/005 , G06Q10/04 , G06Q10/10 , G10L15/02 , G10L15/1822 , G10L15/26 , G10L17/26 , G10L25/48 , G10L25/87 , G10L25/90 , G10L2015/088
摘要： Various embodiments of the invention provide methods, systems, and computer-program products for predicting an outcome for an event of interest associated with a contact center communication. That is to say, various embodiments of the invention involve predicting an outcome for an event of interest associated with a party involved in a contact center communication based on characteristics and content of the communication conducted with the party by utilizing one or more classifier models.
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26.发明授权公开(公告)号：US09742915B1
公开(公告)日：2017-08-22
申请号：US14844067
申请日：2015-09-03
发明人： Rajesh S. Daddi , Jason P. Ouimette
CPC分类号： H04M3/5175 , G10L25/51 , H04M3/2281 , H04M2201/42 , H04M2203/401
摘要： A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble.
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公开(公告)号：US09736304B1
公开(公告)日：2017-08-15
申请号：US15423847
申请日：2017-02-03
CPC分类号： H04M3/5158 , G06Q10/06311 , H04M3/367 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/2072 , H04M2203/402
摘要： Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign. From the forecast, a number of agent resources needed to handle the inbound communications is identified and a roster template is generated that comprises shifts identifying agent resources to schedule based on the number of agent resources needed to handle the inbound communications.
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28.发明授权公开(公告)号：US09692895B1
公开(公告)日：2017-06-27
申请号：US15239260
申请日：2016-08-17
CPC分类号： H04M3/5175 , G10L2015/088 , H04M3/42221
摘要： A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.
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29.发明授权公开(公告)号：US09654630B1
公开(公告)日：2017-05-16
申请号：US14884887
申请日：2015-10-16
发明人： Himanshu Somani
CPC分类号： H04M3/5158 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M2201/14
摘要： A dialer is configured to connect an agent to a call upon answer and present information to a computer workstation used by the agent as to whether the call was answered by a live person or an automatic call answering device (“ACAD”). An agent override timer is started allowing the agent to override the determination of whether a live person or ACAD answered the call. If an ACAD is reported to have answered the call and the agent does not provide an override indication or provides an override indication after the expiry of the agent override timer, then the agent may be disconnected from the call. If an agent override indication is received prior to the expiry of the agent override timer, then the agent is not disconnected from the call. This allows the agent to override an incorrect determination by the dialer as to an ACAD answering the call.
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30.发明授权公开(公告)号：US09635183B1
公开(公告)日：2017-04-25
申请号：US15195413
申请日：2016-06-28
CPC分类号： H04M3/5235 , H04M1/00 , H04M3/4234 , H04M3/51 , H04M3/5175 , H04M2201/18 , H04M2203/5018 , H04M2203/6081 , H04W4/16
摘要： Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.
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