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公开(公告)号：US10462304B2
公开(公告)日：2019-10-29
申请号：US15853064
申请日：2017-12-22
Inventor： Vyacheslav Zhakov
Abstract: A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.
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公开(公告)号：US10129406B2
公开(公告)日：2018-11-13
申请号：US15820398
申请日：2017-11-21
Inventor： Herbert W. A. Ristock , Grygoriy Budilovsky , Vyacheslav Zhakov
Abstract: A system and method provide an indication by a calling device of a transfer preference for an interaction with a called device. The called device is enabled or restricted to transfer the interaction based on the transfer preference. The transfer preference is provided by a session initiation protocol or various other call topologies.
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公开(公告)号：US20180205825A1
公开(公告)日：2018-07-19
申请号：US15910828
申请日：2018-03-02
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
CPC classification number: H04M3/5175 , H04M3/42161 , H04M3/5183 , H04M2201/42 , H04M2203/158 , H04M2203/355 , H04M2203/408
Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.
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公开(公告)号：US09912813B2
公开(公告)日：2018-03-06
申请号：US14086944
申请日：2013-11-21
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Vidas Placiakis
CPC classification number: H04M3/5175 , G06Q10/06 , G06Q10/10 , G06Q50/30 , G06T11/001 , G06T11/206 , G06T11/60 , H04M3/5183 , H04M2201/42 , H04M2203/401
Abstract: A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.
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公开(公告)号：US09854103B2
公开(公告)日：2017-12-26
申请号：US14477779
申请日：2014-09-04
Inventor： Vyacheslav Zhakov
CPC classification number: H04M7/0075 , H04M3/5166 , H04M15/08 , H04M15/56 , H04M15/8044 , H04M2242/15
Abstract: A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.
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Patent Agency Ranking
公开(公告)号：US09716792B2
公开(公告)日：2017-07-25
申请号：US14887276
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5191 , H04M3/5233 , H04M3/5235
Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
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公开(公告)号：US20170111505A1
公开(公告)日：2017-04-20
申请号：US14887276
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5191 , H04M3/5233 , H04M3/5235
Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
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38.发明申请公开(公告)号：US20170111503A1
公开(公告)日：2017-04-20
申请号：US14887318
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5233 , H04M3/5235 , H04M2203/2038 , H04M2203/405
Abstract: A system and method for routing interactions to contact center agents. The system is adapted to identify an interaction to be routed, and identify a first group of agents based on one or more constraints for generating one or more candidate agents. The system is adapted to gather preference of each of the candidate agents, gather context of the interaction, and identify, from the one or more candidate agents, a second group of agents based on the gathered preference and context. The system is further adapted to invite each agent in the second group to make a bid for the interaction. The system is also adapted to receive a bid from a particular agent in the second group, and transmit a signal for routing the interaction to the particular agent in response to the received bid.
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39.发明授权公开(公告)号：US09628623B2
公开(公告)日：2017-04-18
申请号：US14086936
申请日：2013-11-21
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
CPC classification number: H04M3/5175 , G06F3/048 , G06Q10/06 , H04M3/5183 , H04M3/523 , H04M2201/42
Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.
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公开(公告)号：US09392112B2
公开(公告)日：2016-07-12
申请号：US14723429
申请日：2015-05-27
Inventor： Leonid Vymenets , Praphul Kumar , Herbert Willi Artur Ristock , Vyacheslav Zhakov
CPC classification number: H04M3/5175 , G06F3/04842 , G06Q30/016 , H04M3/2227 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M7/0012
Abstract: In a system for managing an interaction flow for a contact center, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.
Abstract translation: 在用于管理联络中心的交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在由所述处理器执行时使得所述处理器：在图形显示器上显示交互流画布和交互块选择工具; 接收用户输入以向交互流画布添加第一交互块; 生成对应于第一交互块的第一交互指令; 并且接收用户输入以将第二交互块添加到所述交互流画布，其中所述第一交互指令包括在满足所述第一交互块的标准之后进行到所述第二交互块的指令。
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