公开(公告)号：US20150103995A1

公开(公告)日：2015-04-16

申请号：US14051932

申请日：2013-10-11

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Paul D'Arcy ,  Paul Denby

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5191 ,  H04M3/5166 ,  H04M3/5175

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

Abstract translation: 公开了一种用于将实时代理的干预优先考虑在通信系统中的自动客户参与中的系统。 所述系统包括干预优先级模块，其被配置为基于与所述自动客户参与对应的置信因子以及与所述直播代理相对应的一个或多个实时代理属性来识别直播代理以介入通信系统中的自动客户参与。 该系统还包括一个实时代理会议模块，该实时代理会议模块被配置为使得所识别的实时代理能够介入自动客户参与。

公开(公告)号：US20140278951A1

公开(公告)日：2014-09-18

申请号：US13832112

申请日：2013-03-15

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Tony McCormack ,  Paul D'Arcy

IPC: G06Q30/02

CPC classification number: G06Q30/0251

Abstract: A business development system for an enterprise is provided. The business development system includes a target searching module that seeks and engages a potential target in a promotional activity for gaining reward points. The business development system further includes a strategy determining module that analyzes circumstances for determining a suitable persona and interaction strategy for engaging the potential target. The business development system further includes a strategy executing module that interactively engages with the potential target by applying the determined persona and strategy for engaging the potential target into the promotional activity. Additionally, the business development system includes a strategy sharing module that stores information related to interaction with the potential target in an experience database.

Abstract translation: 提供企业的业务发展系统。 业务发展系统包括目标搜索模块，用于在促销活动中寻找并吸引潜在目标以获得奖励积分。 业务开发系统还包括策略确定模块，其分析用于确定适合角色的情况以及用于接合潜在目标的交互策略。 业务发展系统还包括一个战略执行模块，通过应用确定的角色和策略来将潜在目标引入到促销活动中，与潜在目标进行交互式互动。 此外，业务开发系统包括策略共享模块，其存储与经验数据库中的潜在目标的交互相关的信息。

公开(公告)号：US20140156326A1

公开(公告)日：2014-06-05

申请号：US13690115

申请日：2012-11-30

Applicant: AVAYA INC.

Inventor： Paul D'Arcy ,  Neil O'Connor ,  Tony McCormack

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration.

Abstract translation: 联络中心包括多个待处理作业的工作项队列或存储库以及从多个工作项队列中服务工作项的多个代理。 联络中心还包括自助服务系统，其可操作以从上下文商店收集与客户相关的信息，基于所收获的信息为顾客量身定制自助服务配置，并且基于定制的方式向客户提供自助服务交互 自助服务配置

公开(公告)号：US20140095681A1

公开(公告)日：2014-04-03

申请号：US13629898

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Tony McCormack

IPC: G06F15/173

CPC classification number: H04L67/18 ,  G06F9/542 ,  G06Q30/04 ,  H04L67/1091

Abstract: A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information.

Abstract translation: 提供了一种动态地确定企业中用户的最佳行动方案的方法。 该方法包括将代理连接到复杂事件处理（CEP）引擎以将CEP引擎与企业的通信框架集成，基于用户设备位置动态地将用户设备添加到企业的通信框架中，确定上下文信息 从企业的通信框架中与用户相关联，从企业的通信框架确定与用户的上下文信息相关的实时信息，并且基于上下文信息和真实性确定用户的最佳行动方案 时间信息。

公开(公告)号：US20140095268A1

公开(公告)日：2014-04-03

申请号：US13630179

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Tony McCormack

IPC: G06Q10/06

CPC classification number: G06Q10/0639 ,  G06Q10/06393

Abstract: Various embodiments of systems and methods for facilitating decision making in a business operation are described herein. In an embodiment, the method involves receiving a first set of data representing predefined optimal performance factors of the business operation and generating a performance baseline based on an aggregate of the optimal performance factors. Further, the method involves receiving, in real-time, a second set of data representing performance measures initiated by a plurality of entities and predicting a potential business performance based on analyzing a collective impact of the initiated performance measures on a current business performance. In another aspect, the method involves comparing the predicted business performance with the generated performance baseline and providing a recommendation on the initiated performance measures based on the comparison.

Abstract translation: 这里描述了用于促进业务操作中的决策的系统和方法的各种实施例。 在一个实施例中，该方法包括接收表示业务操作的预定义的最佳性能因子的第一组数据，并且基于最佳性能因子的总和生成性能基准。 此外，该方法包括实时地接收表示由多个实体发起的性能测量的第二组数据，并且基于分析所发起的性能测量对当前业务绩效的集体影响来预测潜在业务绩效。 另一方面，该方法包括将所预测的业务绩效与生成的绩效基准进行比较，并且基于比较提供关于所发起的绩效指标的建议。

公开(公告)号：US20140093062A1

公开(公告)日：2014-04-03

申请号：US13630013

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor ,  Sean Burke ,  Joseph Smyth

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M2203/402 ,  H04M2203/558

Abstract: Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.

Abstract translation: 本发明的实施例提供了一种产生技能信息的系统和方法。 该方法包括检索与联络中心的代理相关的信息，其中信息包括文档和信息存储库，知识共享报告，邮件存储库以及客户，主管和同侪反馈。 该信息还可以包括来自外部来源的信息，包括社交网络。 该方法还包括从检索到的信息中确定关键字，以及生成至少一个代理的技能信息。

公开(公告)号：US11621932B2

公开(公告)日：2023-04-04

申请号：US14530121

申请日：2014-10-31

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  John McGreevy

IPC: H04L12/66 ,  H04M3/00 ,  H04M5/00 ,  H04L51/04 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00

Abstract: A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

公开(公告)号：US11533398B2

公开(公告)日：2022-12-20

申请号：US16546672

申请日：2019-08-21

Applicant: Avaya Inc.

Inventor： Liam Loftus ,  Neil O'Connor ,  Tommy Moran ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/58

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

公开(公告)号：US10951760B2

公开(公告)日：2021-03-16

申请号：US16432069

申请日：2019-06-05

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Ronan Fox ,  Neil O'Connor ,  Paul D'Arcy ,  Liam Loftus

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/428

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

公开(公告)号：US10282213B2

公开(公告)日：2019-05-07

申请号：US13908240

申请日：2013-06-03

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  Paul D'Arcy

IPC: G06F9/445 ,  H04M3/493 ,  G10L15/183

Abstract: A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.