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公开(公告)号：US20170359421A1
公开(公告)日：2017-12-14
申请号：US15176400
申请日：2016-06-08
Inventor： Daniel Stewart Stoops , Lizanne Kaiser , Cliff W. Bell
IPC: H04L29/08
Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.
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公开(公告)号：US09823949B2
公开(公告)日：2017-11-21
申请号：US14754530
申请日：2015-06-29
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC classification number: G06F9/5083 , G06Q10/00 , G06Q10/06316 , H04M3/523 , H04M2201/40 , H04M2203/2038 , H04M2203/556
Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.
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公开(公告)号：US20170300499A1
公开(公告)日：2017-10-19
申请号：US15133188
申请日：2016-04-19
Inventor： Amir Lev-Tov , Tamir Tapuhi , Avraham Faizakof , David Konig , Yochai Konig
IPC: G06F17/30 , G06F17/24 , G06F17/21 , G06F3/0481
CPC classification number: G06F16/3347 , G06F3/0482 , G06F16/3329 , G06F16/34 , G06F17/243
Abstract: A method includes: receiving, by a processor, a question including text; identifying, by the processor, one or more identified topics from a plurality of tracked topics tracked by an analytics system in accordance with the text of the question, the analytics system being configured to perform analytics on a plurality of interactions with a plurality of agents of a contact center; outputting, by the processor, the one or more identified topics; associating, by the processor, one or more selected topics with the question, the selected topics one or more of the identified topics; adding, by the processor, the question and the selected topics to the evaluation form; and outputting the evaluation form.
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公开(公告)号：US09756184B2
公开(公告)日：2017-09-05
申请号：US13672594
申请日：2012-11-08
Inventor： Vitaly Y. Barinov
IPC: G06F15/173 , H04M3/51
CPC classification number: H04M3/5175 , H04M3/5183 , H04M2203/402
Abstract: A system and/or a method of distributed maintenance of contact center state including the state of contact center objects which may include directory numbers and agents. Device controllers and call controllers are used to monitor device and call information. Data aggregation nodes are connected to the device controllers and call controllers. The data aggregation nodes share directory number state information and agent state information via a publish-subscribe bus, and aggregate state information to form full state information.
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公开(公告)号：US09730270B2
公开(公告)日：2017-08-08
申请号：US14279287
申请日：2014-05-15
Inventor： Leonid A. Yegoshin
IPC: H04M1/00 , H04W88/06 , H04L12/54 , H04L29/06 , H04L29/12 , H04L12/701 , H04L12/707 , H04M1/253 , H04M1/725 , H04M3/42 , H04M7/00 , H04W8/12 , H04W84/04 , H04W84/12 , H04W48/18 , H04W60/00 , H04W76/04
CPC classification number: H04W88/06 , H04L12/5692 , H04L29/06 , H04L29/06027 , H04L29/12009 , H04L29/12018 , H04L29/12311 , H04L45/00 , H04L45/22 , H04L61/10 , H04L61/2084 , H04L65/1036 , H04L65/1069 , H04L65/1073 , H04M1/2535 , H04M1/72561 , H04M3/42246 , H04M7/006 , H04W8/12 , H04W48/18 , H04W60/00 , H04W76/20 , H04W84/042 , H04W84/12
Abstract: A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP address is assigned to a dual-mode device that logs onto an organization LAN, and the IP address is associated at a PSTN-connected server on the LAN with the cell phone number of the communication device. The IP server notifies a PSTN-connected routing server when a device logs on to a LAN, and also provides a destination number for the IP server. Cell calls directed to the device are then redirected to the IP server and directed to the device connected to the LAN.
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Patent Agency Ranking
86.发明申请公开(公告)号：US20170163808A1
公开(公告)日：2017-06-08
申请号：US15432849
申请日：2017-02-14
Inventor： Slava Sayko
CPC classification number: H04M3/5191 , H04L65/4015 , H04L67/22 , H04M3/5166 , H04M3/5235 , H04M7/0027 , H04M7/003 , H04M7/0033 , H04M11/00 , H04M2203/558
Abstract: A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.
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公开(公告)号：US20170141979A1
公开(公告)日：2017-05-18
申请号：US15294670
申请日：2016-10-14
Inventor： Vitaly Y. Barinov
CPC classification number: H04L43/067 , G06F9/00 , G06F11/30 , G06F11/3082 , G06F17/30412 , H04L41/046 , H04L43/02
Abstract: A method for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device aggregated data for a sliding interval including N+1 contiguous panes ordered from 0 to N, where N is greater or equal to 1; updating by the computer device the aggregated data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; monitoring for expiration of one of the panes; and in response to determining that the one of the panes has expired, reporting the aggregated data for the sliding interval to a client.
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公开(公告)号：US09654637B2
公开(公告)日：2017-05-16
申请号：US14470898
申请日：2014-08-27
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：US09648167B2
公开(公告)日：2017-05-09
申请号：US14270342
申请日：2014-05-05
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5166 , G06N99/005 , H04M3/00 , H04M3/4936 , H04M3/5175 , H04M3/5183 , H04M3/5235 , H04M5/00 , H04M2203/401
Abstract: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer including interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured to generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center, and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results.
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公开(公告)号：US09641687B2
公开(公告)日：2017-05-02
申请号：US14810462
申请日：2015-07-27
Inventor： S. Michael Perlmutter
CPC classification number: H04M3/5235 , H04M3/4217 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/5231 , H04M3/5232 , H04M2203/408
Abstract: A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.
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