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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。
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42.发明申请公开(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。
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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。
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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
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.
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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
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.
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Patent Agency Ranking
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.
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公开(公告)号：US20190058744A1
公开(公告)日：2019-02-21
申请号：US15679575
申请日：2017-08-17
Applicant: Avaya Inc.
Inventor： Neil O'Connor , John H. Yoakum , Paul D'Arcy
CPC classification number: H04L65/4007 , H04L51/04 , H04L51/10 , H04L51/24 , H04L51/36 , H04L65/1006 , H04L65/104 , H04L65/1043 , H04L65/1053 , H04L65/608 , H04L67/24 , H04M3/42365 , H04M3/42382 , H04M3/5141 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/0036 , H04M2203/651
Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.
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公开(公告)号：US10122859B2
公开(公告)日：2018-11-06
申请号：US14572012
申请日：2014-12-16
Applicant: Avaya Inc.
Inventor： Paul D'Arcy , Neil O'Connor , John McGreevy
Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.
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公开(公告)号：US09781268B2
公开(公告)日：2017-10-03
申请号：US14291028
申请日：2014-05-30
Applicant: Avaya Inc.
Inventor： Peter Flannery , Paul D'Arcy , Tony McCormack
CPC classification number: H04M3/5232
Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.
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公开(公告)号：US09699256B2
公开(公告)日：2017-07-04
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 , H04L29/08 , G06F9/54 , G06Q30/04
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.
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