公开(公告)号：US20100027778A1

公开(公告)日：2010-02-04

申请号：US12182743

申请日：2008-07-30

申请人： Sanjeev Kumar ,  Mukul Jain ,  Laurent Philonenko ,  Joseph Khouri

发明人： Sanjeev Kumar ,  Mukul Jain ,  Laurent Philonenko ,  Joseph Khouri

IPC分类号： H04M3/00

CPC分类号： H04M3/5232 ,  H04M2203/655

摘要： In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.

摘要翻译： 在一个实施例中，一种方法包括将呼叫连接到呼叫者并确定与呼叫者相关联的社交网络信息是否可用。 如果确定与呼叫者相关联的社交网络信息可用，则获得社交网络信息并利用其来识别适合于与呼叫者参与呼叫的至少第一代理。 第一个代理与呼叫中心相关联。 该方法还包括向呼叫者提供将第一代理识别为适合于与呼叫者一起参与呼叫的信息。

公开(公告)号：US08645430B2

公开(公告)日：2014-02-04

申请号：US12254305

申请日：2008-10-20

申请人： Joseph Khouri ,  Sanjeev Kumar ,  Laurent Philonenko ,  Mukul Jain

发明人： Joseph Khouri ,  Sanjeev Kumar ,  Laurent Philonenko ,  Mukul Jain

IPC分类号： G06F17/30 ,  G06F15/16

CPC分类号： G06Q10/107 ,  H04L51/00

摘要： In one embodiment, an apparatus for automated generation of subject line content for e-mail messages includes an input operable to receive content data including text-based information corresponding to a body of an e-mail message, a text analyzer including logic operable to analyze received content data, a topic extractor including logic operable to extract topic data in accordance with an output of the text analyzer, a string generator including logic operable to generate subject line data in accordance with an output of the topic extractor, and a message output operable to output a multi-field e-mail message having a body field inclusive of the content data and a subject line field inclusive of generated subject line data.

摘要翻译： 在一个实施例中，用于自动生成电子邮件消息的主题行内容的装置包括可操作以接收包括对应于电子邮件消息主体的基于文本的信息的内容数据的输入，包括可操作以分析 接收到的内容数据，主题提取器，包括可操作以根据文本分析器的输出提取主题数据的逻辑;字符串生成器，包括可操作以根据主题提取器的输出生成主题行数据的逻辑，以及可操作的 以输出具有包含内容数据的主体字段和包含生成的主题行数据的主题字段的多字段电子邮件消息。

公开(公告)号：US08290139B2

公开(公告)日：2012-10-16

申请号：US12182743

申请日：2008-07-30

申请人： Sanjeev Kumar ,  Mukul Jain ,  Laurent Philonenko ,  Joseph Khouri

发明人： Sanjeev Kumar ,  Mukul Jain ,  Laurent Philonenko ,  Joseph Khouri

IPC分类号： H04M3/00

CPC分类号： H04M3/5232 ,  H04M2203/655

摘要： In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.

摘要翻译： 在一个实施例中，一种方法包括将呼叫连接到呼叫者并确定与呼叫者相关联的社交网络信息是否可用。 如果确定与呼叫者相关联的社交网络信息可用，则获得社交网络信息并利用其来识别适合于与呼叫者参与呼叫的至少第一代理。 第一个代理与呼叫中心相关联。 该方法还包括向呼叫者提供将第一代理识别为适合于与呼叫者一起参与呼叫的信息。

公开(公告)号：US08218753B2

公开(公告)日：2012-07-10

申请号：US12107525

申请日：2008-04-22

申请人： Joseph Khouri ,  Mukul Jain ,  Laurent Philonenko ,  Sanjeev Kumar

发明人： Joseph Khouri ,  Mukul Jain ,  Laurent Philonenko ,  Sanjeev Kumar

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M1/56 ,  H04M15/06

CPC分类号： H04M3/42 ,  H04M3/42068 ,  H04M2203/2044

摘要： A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.

摘要翻译： 一种数据处理装置被配置为用于接收包括多个呼叫者的呼叫，所述多个呼叫者被以所述呼叫接收的多方呼叫者识别值中识别; 从数据库检索基于多方呼叫者识别值，关于每个多个呼叫者的信息; 基于所检索的信息和集体重要性算法，确定或选择所述呼叫的一个或多个呼叫处理属性; 以及使用所确定或选择的一个或多个呼叫处理属性来处理呼叫。 例如，联络中心或呼叫中心可以基于共同呼叫的多个人的集体属性或简档或加权平均优先级提供差异化​​服务，而不仅仅考虑关于单个呼叫方的信息。 可以基于关于多个呼叫者的集体数据来选择诸如优先级，排队，路由和屏幕弹出内容的呼叫处理属性。

公开(公告)号：US20090262914A1

公开(公告)日：2009-10-22

申请号：US12107525

申请日：2008-04-22

申请人： Joseph Khouri ,  Mukul Jain ,  Laurent Philonenko ,  Sanjeev Kumar

发明人： Joseph Khouri ,  Mukul Jain ,  Laurent Philonenko ,  Sanjeev Kumar

IPC分类号： H04M3/42

CPC分类号： H04M3/42 ,  H04M3/42068 ,  H04M2203/2044

摘要： A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.

摘要翻译： 一种数据处理装置被配置为用于接收包括多个呼叫者的呼叫，所述多个呼叫者被以所述呼叫接收的多方呼叫者识别值中识别; 从数据库检索基于多方呼叫者识别值，关于每个多个呼叫者的信息; 基于所检索的信息和集体重要性算法，确定或选择所述呼叫的一个或多个呼叫处理属性; 以及使用所确定或选择的一个或多个呼叫处理属性来处理呼叫。 例如，联络中心或呼叫中心可以基于共同呼叫的多个人的集体属性或简档或加权平均优先级提供差异化​​服务，而不仅仅考虑关于单个呼叫方的信息。 可以基于关于多个呼叫者的集体数据来选择诸如优先级，排队，路由和屏幕弹出内容的呼叫处理属性。