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公开(公告)号：US20150326723A1
公开(公告)日：2015-11-12
申请号：US14802969
申请日：2015-07-17
Inventor： Vladimir Mezhibovsky , Anton Brazhnyk , Bhanu Prasad Suravarapu , Gregory Jacob Duclos , David H. Anderson , Jean-Marc Taillant , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk
IPC: H04M3/523
CPC classification number: H04M3/5231 , G06Q30/016 , H04L61/2061 , H04M3/2218 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04W4/02 , H04W4/16 , H04W4/20
Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.
Abstract translation: 本发明的实施例涉及用于处理来自客户的交互请求的系统和方法。 计算机系统通过数据通道从客户可访问的最终用户设备接收对交互的请求。 该请求包括来自在移动设备上运行的应用的数据。 基于数据从接入号码池识别接入号码，并且保留所识别的接入号码。 所识别的接入号码通过数据信道发送到最终用户设备。 响应于所识别的接入号码的发送，从电话设备接收到接入号码的呼叫。 响应于该呼叫，与电话设备建立语音媒体会话。
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公开(公告)号：US09088656B2
公开(公告)日：2015-07-21
申请号：US13776702
申请日：2013-02-25
Inventor： Vladimir Mezhibovsky , Anton Brazhnyk , Bhanu Prasad Suravarapu , Gregory Jacob Duclos , David H. Anderson , Jean-Marc Taillant , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk
CPC classification number: H04M3/5231 , G06Q30/016 , H04L61/2061 , H04M3/2218 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04W4/02 , H04W4/16 , H04W4/20
Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.
Abstract translation: 本发明的实施例涉及用于处理来自客户的交互请求的系统和方法。 计算机系统通过数据通道从客户可访问的最终用户设备接收对交互的请求。 该请求包括来自在移动设备上运行的应用的数据。 基于数据从接入号码池识别接入号码，并且保留所识别的接入号码。 所识别的接入号码通过数据信道发送到最终用户设备。 响应于所识别的接入号码的发送，从电话设备接收到接入号码的呼叫。 响应于该呼叫，与电话设备建立语音媒体会话。
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33.发明授权公开(公告)号：US09082109B2
公开(公告)日：2015-07-14
申请号：US13625566
申请日：2012-09-24
Inventor： Nikolay A. Anisimov , Vladimir Mezhibovsky , Brian Galvin
CPC classification number: H04M3/493 , G06F17/30882 , G06Q10/0633 , G06Q10/10 , G06Q30/016
Abstract: A system for assembling a business process or a portion thereof includes a rules base containing executable rules and defined business process elements, a workflow orchestration engine, and at least one interface available to a process beneficiary. Information known about and or provided by a process beneficiary interacting with the at least one interface is used to execute one or more of the rules causing assembly of a new business process or a portion thereof according to workflow orchestration rules the new or modified process directing servicing of the process beneficiary accordingly.
Abstract translation: 用于组合业务流程或其一部分的系统包括包含可执行规则和定义的业务流程元素的规则库，工作流编排引擎以及可用于流程受益者的至少一个界面。 用于与由至少一个接口进行交互的过程受益人知道和提供的信息用于执行导致组装新业务流程或其部分的一个或多个规则，根据工作流编排规则，新的或修改的过程指导服务 的相关受益人。
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公开(公告)号：US20140321634A1
公开(公告)日：2014-10-30
申请号：US14328685
申请日：2014-07-10
Inventor： Vladislav Baranovsky , Vladimir Mezhibovsky , Anton Brazhnyk , Gregory Jacob Duclos , David H. Anderson , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk
IPC: H04M3/51
CPC classification number: H04M3/5231 , G06Q30/016 , H04L61/2061 , H04M3/2218 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04W4/02 , H04W4/16 , H04W4/20
Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.
Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。
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公开(公告)号：US10701206B2
公开(公告)日：2020-06-30
申请号：US15201246
申请日：2016-07-01
Inventor： Benjamin Friend , Marat Irner , Christopher Connolly , Herbert Willi Artur Ristock , Leonid Vymenets , Colin Leonard , Vladimir Mezhibovsky , Josef Eric Eisner
IPC: G06F3/0484 , H04M3/51 , H04L29/06 , G06F3/0481
Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.
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Patent Agency Ranking
公开(公告)号：US10536578B2
公开(公告)日：2020-01-14
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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公开(公告)号：US10114886B2
公开(公告)日：2018-10-30
申请号：US15701154
申请日：2017-09-11
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky
Abstract: A method for establishing a group of individuals as a single contact entity eligible for contact services within a contact center includes the steps (a) identifying a group and each group member according to existing group rules and member profiles; (b) identifying and quantifying the unifying aspects of the members in the group; (c) aggregating the contact information for each group member relative to communications channels common to the group members and to the contact center; and (d) establishing one or more temporary and or permanent group channels between the contact center and the group members.
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公开(公告)号：US20180181921A1
公开(公告)日：2018-06-28
申请号：US15901784
申请日：2018-02-21
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：US09934491B2
公开(公告)日：2018-04-03
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：US09900435B2
公开(公告)日：2018-02-20
申请号：US13681417
申请日：2012-11-19
CPC classification number: H04M3/5232 , H04M3/5141 , H04M3/523 , H04M3/5233
Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
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