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公开(公告)号：US20130064356A1
公开(公告)日：2013-03-14
申请号：US13669388
申请日：2012-11-05
Applicant: Intellisist, Inc.
Inventor： Adam Waalkes , Gilad Odinak , Haodong (Howard) Jiang , Matthew Thorn , Tom McCann
IPC: H04M1/64
CPC classification number: H04M3/42221 , H04M3/5166 , H04M3/5175 , H04M2203/301
Abstract: A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.
Abstract translation: 提供了一种用于在呼叫中心存储呼叫记录的系统和方法。 对呼叫中心的来电进行监控。 保留条件是通过重要性获得和排序的。 保留条件适用于每个呼叫。 识别符合至少一个保留条件的呼叫。 选择包括单个非常重要的标准之一的标识呼叫和两个或更多不太重要的标准，以保留在呼叫中心。 所选呼叫的录音存储在呼叫中心。
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公开(公告)号：US11012565B2
公开(公告)日：2021-05-18
申请号：US17023836
申请日：2020-09-17
Applicant: Intellisist Inc.
Inventor： Gilad Odinak , David Milstein , Tamilselvan Ramasamy
Abstract: A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the agents on the list is determined. One of the agents is selected as a most available agent. The user is provided with records for the most available agent and is automatically connected with the most available agents.
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53.发明申请公开(公告)号：US20190098136A1
公开(公告)日：2019-03-28
申请号：US16200476
申请日：2018-11-26
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Yishay Carmiel
CPC classification number: H04M3/5183 , G06F17/2785 , G06Q10/00 , H04L51/02 , H04M3/5166
Abstract: A computer-implemented system and method for facilitating interactions via automatic agent responses is provided. A request for information for an agent is received from a user during an interaction with the agent. A list of candidate responses to the request is generated and one of the candidate responses is automatically selected when the agent fails to respond to the request within a predetermined time period. The selected response is provided to the user on behalf of the agent.
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公开(公告)号：US10044860B2
公开(公告)日：2018-08-07
申请号：US15614428
申请日：2017-06-05
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
CPC classification number: H04M3/5166 , G10L15/26 , H04M3/51 , H04M3/5133 , H04M3/5183 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/4536
Abstract: A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.
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公开(公告)号：US20180124248A1
公开(公告)日：2018-05-03
申请号：US15859215
申请日：2017-12-29
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak
CPC classification number: H04M3/53375 , H04L12/1822 , H04L12/1827 , H04L51/00 , H04L51/04 , H04L65/403 , H04M3/533 , H04M3/53333 , H04M3/53366 , H04M3/56 , H04M3/563 , H04M2203/4536 , H04M2203/5054 , H04M2207/18 , H04M2207/187 , H04W4/06 , H04W4/12 , H04W12/06
Abstract: A computer-implemented system and method for delivering group messages is provided. Users signed on to a discussion group that is associated with a discussion group ID are identified. One of the signed-on users is designated as a moderator. A voice message is received and the discussion group ID is extracted from the voice message. The voice message is provided to the moderator and further provided to the signed-on users in the discussion group upon acceptance of the voice message by the moderator.
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Patent Agency Ranking
56.发明申请公开(公告)号：US20180069960A1
公开(公告)日：2018-03-08
申请号：US15811551
申请日：2017-11-13
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , David Milstein , Tamilselvan Ramasamy
CPC classification number: H04M3/5175 , G06Q10/06311 , G06Q10/109 , H04M3/523 , H04M2203/401 , H04M2203/402
Abstract: A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents for scheduling meetings within a call center is received from a user. An availability status is determined for each agent on the list at a common time. A determination that all the agents on the list are unavailable for a meeting with the user at the common time is made. A notice is provided to the user that all the agents on the list are unavailable. The agents are tracked and at a later time, one of the agents is determined to be available. A determination is made that the user is available at the later time and the available agent is transferred to the user.
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公开(公告)号：US20170346943A1
公开(公告)日：2017-11-30
申请号：US15682496
申请日：2017-08-21
Applicant: Intellisist, Inc.
Inventor： Adam Waalkes , Gilad Odinak , Haodong (Howard) Jiang , Matthew Thorn , Tom McCann
CPC classification number: H04M3/42221 , H04M3/5166 , H04M3/5175 , H04M2203/301
Abstract: A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.
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58.发明申请公开(公告)号：US20170339274A1
公开(公告)日：2017-11-23
申请号：US15598984
申请日：2017-05-18
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Yishay Carmiel
CPC classification number: H04M3/5183 , G06F17/2785 , G06Q10/00 , H04L51/02 , H04M3/5166
Abstract: A computer-implemented system and method for facilitating interactions via automatic agent responses is provided. Communication during an interaction between a user and an agent is monitored and a request from the user is identified during the interaction. A list of candidate responses to the request is compiled and provided to the agent. Time is measured upon providing the list to the agent and a predetermined amount of time is applied to the measured time. When the measured time exceeds the predetermined amount of time and the agent has failed to provide a response to the user, one of the candidate responses from the list is automatically selected and provided to the user.
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公开(公告)号：US20170272573A1
公开(公告)日：2017-09-21
申请号：US15614428
申请日：2017-06-05
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
CPC classification number: H04M3/5166 , G10L15/26 , H04M3/51 , H04M3/5133 , H04M3/5183 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/4536
Abstract: A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.
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公开(公告)号：US20170264748A1
公开(公告)日：2017-09-14
申请号：US15606688
申请日：2017-05-26
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak
CPC classification number: H04M3/53375 , H04L12/1822 , H04L12/1827 , H04L51/00 , H04L51/04 , H04L65/403 , H04M3/533 , H04M3/53333 , H04M3/53366 , H04M3/56 , H04M3/563 , H04M2203/4536 , H04M2203/5054 , H04M2207/18 , H04M2207/187 , H04W4/06 , H04W4/12 , H04W12/06
Abstract: A computer-implemented system and method for delivering group messages is provided. Users that are signed-on to and signed-off from one or more discussion groups are tracked. A voice message is received from one of the users signed-on to one of the discussion groups. A list of users associated with the discussion group is obtained and a sublist of signed-on users including those users from the list that are signed-on to the discussion group is built. The voice message is provided to the signed-on users of the discussion group and a copy of the voice message is stored for later access by the users in the discussion group that are signed-off
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