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公开(公告)号：US09986096B2
公开(公告)日：2018-05-29
申请号：US15242116
申请日：2016-08-19
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
CPC classification number: H04M3/5231 , H04M3/5232 , H04M3/5237
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US20180146093A1
公开(公告)日：2018-05-24
申请号：US15858922
申请日：2017-12-29
Inventor： Praphul Kumar , Rajesh Ramchander
CPC classification number: H04M3/5175 , H04M3/42221 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2201/18 , H04M2201/42 , H04M2203/401 , H04M2203/6009
Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.
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公开(公告)号：US09979825B2
公开(公告)日：2018-05-22
申请号：US14633064
申请日：2015-02-26
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
CPC classification number: H04M3/5232 , H04M3/5141 , H04M3/5231
Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.
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公开(公告)号：US09961076B2
公开(公告)日：2018-05-01
申请号：US14708974
申请日：2015-05-11
Inventor： Daniel Stoops , James Kraeulter , Cliff Bell
CPC classification number: H04L63/083 , H04L63/08 , H04L63/0861 , H04L2463/082 , H04W12/06
Abstract: A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.
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公开(公告)号：US09948782B2
公开(公告)日：2018-04-17
申请号：US14069336
申请日：2013-10-31
Inventor： Brian Bischoff , Gregg Kerlin , Henry Lum , Donald Huovinen , Tamal Islam , Terry Stocking , David H. Anderson , Galina Kovalenko , Bernard Bretherton , Vyacheslav Sayko
CPC classification number: H04M3/5237 , G06F9/5072 , H04L65/1006 , H04L65/1036 , H04L65/1046 , H04L65/1069 , H04L65/1073 , H04M3/42008 , H04M3/42221
Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.
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Patent Agency Ranking
公开(公告)号：US09942399B2
公开(公告)日：2018-04-10
申请号：US14447598
申请日：2014-07-30
Inventor： Yi Chang , Robert Andrew Finan , Richard McCrossan , Brian Bischoff
CPC classification number: H04M3/5175
Abstract: A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.
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67.发明授权公开(公告)号：US09924038B2
公开(公告)日：2018-03-20
申请号：US15397661
申请日：2017-01-03
Inventor： Nikolay Anisimov , Yevgeniy Petrovykh , Mark Scott
CPC classification number: H04M3/5191 , G06Q10/067 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M2201/16
Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.
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公开(公告)号：US09912816B2
公开(公告)日：2018-03-06
申请号：US13689750
申请日：2012-11-29
Inventor： Herbert Willi Artur Ristock , Bob Pigott , Adam Rosen
CPC classification number: H04M3/5234 , G06Q10/063112 , H04M3/523 , H04M2203/402
Abstract: A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
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公开(公告)号：US20180054525A1
公开(公告)日：2018-02-22
申请号：US15242116
申请日：2016-08-19
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
CPC classification number: H04M3/5231 , H04M3/5232 , H04M3/5237
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US09900437B2
公开(公告)日：2018-02-20
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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