公开(公告)号：US09723147B1

公开(公告)日：2017-08-01

申请号：US15075685

申请日：2016-03-21

申请人： STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

发明人： Aaron C. Kammeyer ,  Randall J. Kirchner ,  Christopher L. Ward ,  Louis A. Littell

IPC分类号： H04M3/51 ,  H04M7/00 ,  G06Q40/08

CPC分类号： H04M3/58 ,  G06F17/30598 ,  G06F21/6218 ,  G06F21/84 ,  G06Q40/02 ,  G06Q40/08 ,  H04M3/42068 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5233 ,  H04M7/0012 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/256 ,  H04M2203/404 ,  H04M2203/558 ,  H04M2203/6009 ,  H04M2203/6018

摘要： Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

公开(公告)号：US20170034349A1

公开(公告)日：2017-02-02

申请号：US14814772

申请日：2015-07-31

申请人： Avaya Inc.

发明人： Gene M. Uba

IPC分类号： H04M3/51

CPC分类号： H04M3/5175 ,  H04M3/5166 ,  H04M3/523 ,  H04M2203/404 ,  H04M2203/406

摘要： Embodiments disclosed herein provide systems, methods, and computer readable media for facilitating engagement with a plurality of agents in a contact center. In a particular embodiment, a method provides detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems. In the communication distribution system, the method provides determining that the first agent system should communicate with a second agent system of the plurality of agent systems and initiating a first communication between the first agent system and the second agent system.

摘要翻译： 本文公开的实施例提供了用于促进与联络中心中的多个代理接合的系统，方法和计算机可读介质。 在特定实施例中，一种方法提供检测多个代理系统中的第一代理系统的多个代理的第一代理的登录/退出事件到被配置为与所述联络中心分配通信的通信分配系统 多个代理系统。 在所述通信分发系统中，所述方法提供所述第一代理系统应该与所述多个代理系统中的第二代理系统进行通信并且启动所述第一代理系统和所述第二代理系统之间的第一通信的确定。

公开(公告)号：US09538007B1

公开(公告)日：2017-01-03

申请号：US14930965

申请日：2015-11-03

申请人： XEROX CORPORATION

发明人： Ragunathan Mariappan ,  Shourya Roy

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC分类号： H04M3/5175 ,  H04M3/51 ,  H04M3/5232 ,  H04M2203/404 ,  H04M2203/551

摘要： The disclosed embodiments illustrate methods and systems for managing a conversation between a first user and a customer care agent. The method includes extracting one or more features from a first conversation between said first user and said customer care agent. The first conversation corresponds to an ongoing conversation over an electronic communication medium. The method includes determining a score for a feature. The score indicates a deviation of a value of said feature from an average of values of said feature determined from historical conversations involving said first user. The method includes aggregating said score for each of said one or more features of said first conversation. Thereafter, the method includes redirecting said first conversation of said first user to a third user during said first conversation based on said aggregation. The third user manages said first conversation between said first user and said customer care agent.

摘要翻译： 所公开的实施例示出了用于管理第一用户和客户关怀代理之间的会话的方法和系统。 该方法包括从所述第一用户和所述客户关怀代理之间的第一对话中提取一个或多个特征。 第一个对话对应于通过电子通信介质进行的对话。 该方法包括确定特征的得分。 分数表示所述特征的值与从涉及所述第一用户的历史对话确定的所述特征的值的平均值的偏差。 该方法包括对所述第一对话的所述一个或多个特征中的每一个聚合所述得分。 此后，该方法包括基于所述聚合在所述第一对话期间将所述第一用户的所述第一对话重定向到第三用户。 第三用户管理所述第一用户和所述客户关怀代理之间的所述第一对话。

公开(公告)号：US09525717B2

公开(公告)日：2016-12-20

申请号：US13781895

申请日：2013-03-01

申请人： Cellco Partnership

发明人： Anand M. Upadhye ,  Ashraf Afifi ,  Sajid Ahmed

IPC分类号： G06F11/00 ,  H04L29/08 ,  G06F11/20 ,  H04M3/00 ,  H04L29/14 ,  H04M3/51 ,  G06F11/07

CPC分类号： H04L67/02 ,  G06F11/0709 ,  G06F11/0757 ,  G06F11/2002 ,  G06F11/2033 ,  G06F11/2041 ,  H04L67/1034 ,  H04L69/40 ,  H04M3/00 ,  H04M3/5183 ,  H04M2203/404

摘要： A system and method for providing a Computer Telephony Integration Service Oriented Architecture is presented. The system and method may include providing one or more computer telephony integration servers in one or more clusters to deliver telephony events between agents and peripheral devices. The events may be solicited or unsolicited. The clusters may be stateless and scalable. The clusters may include dynamic message routing. The systems and methods may implement one or more recovery algorithms if one or more of the telephony integration servers experiences a failure event.

摘要翻译： 提出了一种用于提供计算机电话集成面向服务体系结构的系统和方法。 系统和方法可以包括在一个或多个集群中提供一个或多个计算机电话集成服务器以在代理和外围设备之间传送电话事件。 事件可能是被请求或主动请求。 集群可以是无状态的和可扩展的。 集群可以包括动态消息路由。 如果一个或多个电话集成服务器经历故障事件，则系统和方法可以实现一个或多个恢复算法。

公开(公告)号：US09467566B2

公开(公告)日：2016-10-11

申请号：US14596774

申请日：2015-01-14

申请人： Micro Macro Assets LLC

发明人： Senraj Soundar

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51 ,  H04M3/58

CPC分类号： H04M3/523 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/58 ,  H04M2201/14 ,  H04M2201/38 ,  H04M2203/357 ,  H04M2203/404

摘要： A system and method for maximizing efficiency of call transfer from being between a customer and a dialing agent, to being between the customer and a talker is provided. The method contains the steps of: entering a dialing agent and a talker into a campaign to maintain direct communication with the dialing agent and with the talker; calling a customer via use of a dialing agent device; receiving from the dialing agent a request to transfer a connected customer from communicating with the dialing agent to communicating with a talker; and after receiving the request to transfer, transmitting an identification of a customer record associated with the connected customer to a talker computer for identifying the customer record, where the customer record has been previously stored on the talker computer prior to receiving the request to transfer.

公开(公告)号：US09456075B2

公开(公告)日：2016-09-27

申请号：US14512622

申请日：2014-10-13

申请人： Avaya Inc.

发明人： Keith Ponting ,  David Skiba ,  Valentine C. Matula

IPC分类号： G10L15/00 ,  G10L15/06 ,  G10L19/12 ,  G10L21/00 ,  H04M3/22 ,  H04M3/51 ,  H04M3/36

CPC分类号： H04M3/2227 ,  H04L65/403 ,  H04L65/80 ,  H04M3/2209 ,  H04M3/36 ,  H04M3/5175 ,  H04M7/0072 ,  H04M7/1205 ,  H04M2203/404 ,  H04M2203/406

摘要： In order to detect a specific codec sequence being used, a signal that is based on a codec sequence is analyzed. The signal is analyzed to determine if there is a pattern in the signal. A pattern of a codec sequence can be a unique pattern of frames, frequencies and/or frequency ranges that are generated based on a specific codec sequence. The pattern is compared to one or more previously stored patterns of codec sequences to see if there is a match. If there is a match, an event is generated. For example, if a known codec sequence that has a poor signal quality is determined to be in use for a voice call, the parties may be notified that the call is likely to be a low quality voice call.

摘要翻译： 为了检测正在使用的特定编解码器序列，分析基于编解码器序列的信号。 分析信号以确定信号中是否存在图案。 编解码器序列的模式可以是基于特定编解码器序列生成的帧，频率和/或频率范围的唯一模式。 将该模式与一个或多个先前存储的编解码器序列的模式进行比较，以查看是否存在匹配。 如果有匹配，则会生成事件。 例如，如果确定具有差的信号质量的已知编解码器序列正在用于语音呼叫，则可以通知各方该呼叫可能是低质量语音呼叫。

公开(公告)号：US20160212266A1

公开(公告)日：2016-07-21

申请号：US14809213

申请日：2015-07-25

申请人： Micro Macro Assets, LLC

发明人： Senraj Soundar

IPC分类号： H04M3/523

CPC分类号： H04M3/51 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M3/54 ,  H04M3/58 ,  H04M2201/14 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/357 ,  H04M2203/404

摘要： A system and method for communicating with a customer via one or more communication modes is disclosed. The system includes a computer having a memory, and a processor configured by the memory to receive a batch notification that enables the computer to identify a batch of one or more customer records in the computer, for communicating in the near future, and to receive an identity notification that enables the computer to identify a customer that is being contacted or to be contacted in the near future. At least one customer record associated with the identified customer is part of the batch. A central data server provides the batch notification that enables the computer to identify the batch of one or more customer records, and provides the identity notification that enables the computer to identify the identified customer.

摘要翻译： 公开了一种用于经由一个或多个通信模式与客户进行通信的系统和方法。 该系统包括具有存储器的计算机和由存储器配置的处理器，用于接收批处理通知，使得计算机能够识别计算机中的一个或多个客户记录的批次，用于在不久的将来进行通信，并且接收 身份通知，使计算机能够识别在不久的将来被联系或被联系的客户。 与识别的客户相关联的至少一个客户记录是批次的一部分。 中央数据服务器提供批处理通知，使得计算机能够识别一个或多个客户记录的批次，并提供使计算机能够识别所识别的客户的身份通知。

公开(公告)号：US20160034841A1

公开(公告)日：2016-02-04

申请号：US14449620

申请日：2014-08-01

申请人： AVAYA INC.

发明人： Valentine C. Matula ,  David Skiba ,  George Erhart

IPC分类号： G06Q10/06 ,  H04M3/523 ,  H04M3/51

CPC分类号： G06Q10/063112 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/559

摘要： A contact center, methods, and mechanisms are provided for dynamically assembling a team of resources to handle a work item. The work item is analyzed for any needs and a suitable team of resources is selected based at least partially on those needs. Each of the resources can be reserved and applied to a work item for a duration of time that the work item is being handled. As the workflow associated with the work item progresses, the needs of the work item are reevaluated for any changes that may require a modification to the team of resources. When the changes require modification, the team of resources can be adjusted on the fly to suit the changing needs of the work item.

摘要翻译： 提供了联络中心，方法和机制，用于动态组合一组资源以处理工作项。 根据任何需求分析工作项目，至少部分地基于这些需求选择合适的资源小组。 每个资源可以保留并应用到工作项目一段时间，正在处理工作项。 随着与工作项目相关联的工作进展，对可能需要对资源团队进行修改的任何更改都会重新评估工作项的需求。 当变更需要修改时，资源团队可以随时调整，以适应工作项目不断变化的需求。

公开(公告)号：US09237233B2

公开(公告)日：2016-01-12

申请号：US14565948

申请日：2014-12-10

申请人： Micro Macro Assets, LLC

发明人： Senraj Soundar

IPC分类号： H04M3/42 ,  H04M3/00 ,  H04M3/51 ,  H04M3/54 ,  H04M3/523 ,  H04M3/58

CPC分类号： H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/54 ,  H04M3/58 ,  H04M2201/14 ,  H04M2201/38 ,  H04M2203/357 ,  H04M2203/404

摘要： A system for handling call transfer contains a talker computer for providing a batch notification that enables a central data server to identify a batch of one or more customer records for calling, a central data server for receiving the batch notification that enables the central data server to identify the batch of one or more customer record, and a dialing agent computer for providing a connected notification that a customer that has been called has been connected, referred to herein as a connected customer, via a call, wherein a customer record of the connected customer is associated with the batch, wherein the central data server provides an identify notification and the talker computer receives the identify notification that enables the talker computer to distinguish the connected customer record, wherein the connected customer record is associated with the batch.

公开(公告)号：US20150221299A1

公开(公告)日：2015-08-06

申请号：US14172297

申请日：2014-02-04

申请人： Avaya, Inc.

发明人： Valentine C. Matula ,  Shmuel Shaffer

IPC分类号： G10L15/08 ,  H04M3/51 ,  G10L25/48

CPC分类号： G10L15/08 ,  G10L25/48 ,  G10L25/51 ,  G10L2015/088 ,  H04M3/2227 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/404

摘要： Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing.

摘要翻译： 联络中心代理商经常在其他代理商附近工作。 作为主要代理人进行呼叫，可以由主代理的麦克风拾取相邻代理语音。 使用自动语音识别系统的联络中心可以监控代理人的关键词语，并且如果检测到，则相应地进行响应。 确定主要代理人是一个关键术语，当关键术语的真正发言人是相邻代理人时，可能会导致错误或其他问题。 至少表征主代理的语音，然后，一旦检测到关键术语，确定是否是主要代理人谈论关键术语，可能有助于减少错误。 此外，由于非关键术语可能被快速丢弃，并且可选地，被确定为不被主代理人讲话的关键术语也可能被丢弃，而无需进一步处理，可以减少计算要求。