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公开(公告)号：US20180004375A1
公开(公告)日：2018-01-04
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 , G06F3/0481 , H04M3/51 , H04M3/523
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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42.发明授权公开(公告)号：US09838537B2
公开(公告)日：2017-12-05
申请号：US15167879
申请日：2016-05-27
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
CPC classification number: H04M3/5141 , H04M3/51 , H04M3/5133 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5238 , H04M2201/38 , H04M2203/408 , H04M2242/22
Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
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公开(公告)号：US20170289355A1
公开(公告)日：2017-10-05
申请号：US15087511
申请日：2016-03-31
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Herbert Ristock
IPC: H04M3/523
Abstract: A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.
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公开(公告)号：US20170251107A1
公开(公告)日：2017-08-31
申请号：US15594211
申请日：2017-05-12
Inventor： Herbert W.A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
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公开(公告)号：US20170223188A1
公开(公告)日：2017-08-03
申请号：US15483981
申请日：2017-04-10
Inventor： Vladislav Baranovsky , Vladimir Mezhibovsky , Anton Brazhnyk , Gregory Jacob Duclos , David H. Anderson , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk , Bhanu Prasad Suravarapu , Jean-Marc Taillant
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.
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Patent Agency Ranking
公开(公告)号：US09621727B2
公开(公告)日：2017-04-11
申请号：US14876749
申请日：2015-10-06
Inventor： Vladislav Baranovsky , Vladimir Mezhibovsky , Anton Brazhnyk , Gregory Jacob Duclos , David H. Anderson , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk
IPC: H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523 , H04W4/16 , G06Q30/00 , H04M3/22 , H04M3/493 , H04W4/02
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.
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公开(公告)号：US09578071B2
公开(公告)日：2017-02-21
申请号：US14881127
申请日：2015-10-12
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.
Abstract translation: 用于会议启动的网络连接的服务器具有从非暂时物理介质在服务器上执行的软件，该软件提供允许用户安排会议和配置可用性条件的功能，用于向预定的参与者通知预定的会议 用于从与预定参与者相关联的通信设备接收预定会议的可用性的指示的功能，以及用于在满足配置的可用性条件时连接通信设备进行通信的功能。
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公开(公告)号：US09560199B2
公开(公告)日：2017-01-31
申请号：US14341572
申请日：2014-07-25
Inventor： Vladimir Mezhibovsky , Jerome Saint-Marc
CPC classification number: H04M3/4936 , H04M3/42382 , H04M3/493 , H04M3/51 , H04M3/5183 , H04M2201/38 , H04M2203/254 , H04M2203/651 , H04W4/12
Abstract: A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.
Abstract translation: 用于向呼叫者发送选择的方法具有以下步骤：（a）使用通信设备与呼叫者通过语音进行交互; （b）在交互中遇到一个点，以便向呼叫者提供两个或多个选项之间的选择; （c）确定呼叫者的通信设备是否能够接收文本消息; （d）选择包含选项的兼容文本消息; （e）将文本消息的文本消息目的地地址与呼叫者的设备相关联; 和（f）将文本消息发送到呼叫者的设备。 互动可能是通过IVR或活的代理。
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公开(公告)号：US20170013132A1
公开(公告)日：2017-01-12
申请号：US14795563
申请日：2015-07-09
Inventor： Herbert Willi Artur Ristock , Merijn te Booij , Vladimir Mezhibovsky , David Anderson , Yevgeniy Petrovykh
CPC classification number: H04M3/5235 , G06Q30/01 , G06Q30/0617
Abstract: A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.
Abstract translation: 系统包括联络中心，以提供消费者和联络中心的代理工作站之间的交互，消费者通过第三方市场与供应商进行交易。 数据库存储有关消费者，供应商和市场之间关系的信息。 联络中心根据关系将消费者路由到代理工作站。
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50.发明申请公开(公告)号：US20160277574A1
公开(公告)日：2016-09-22
申请号：US15167879
申请日：2016-05-27
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
CPC classification number: H04M3/5141 , H04M3/51 , H04M3/5133 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5238 , H04M2201/38 , H04M2203/408 , H04M2242/22
Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
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