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公开(公告)号：US08353452B2
公开(公告)日：2013-01-15
申请号：US11757102
申请日：2007-06-01
申请人： Bruce Sharpe , James Horgan , Steven Chalmers , Michael Miller
发明人： Bruce Sharpe , James Horgan , Steven Chalmers , Michael Miller
IPC分类号： G06K5/00
CPC分类号： G06Q30/0603 , G06Q30/0601
摘要： Embodiments of the present invention are directed to systems and methods for facilitating communication between a customer at a retail store and a specialized agent at a remote location. The customer uses an in-store smart client kiosk to initiate a communication session with the agent. The agent can instruct the smart client kiosk to display information relevant to the customer's questions. In embodiments, the messages are XML messages transmitted between the agent's device and the smart client kiosk. The XML information contains information to retrieve content, rather than the content itself, which allows the communication to take place over a small bandwidth connection. Communication takes place in an environment that does not require co-browsing, which allows the agent to analyze large amounts of information but send only helpful information to the client.
摘要翻译： 本发明的实施例涉及用于促进零售商店的客户和远程位置的专门代理商之间的通信的系统和方法。 客户使用店内智能客户端信息亭来启动与代理的通信会话。 代理可以指示智能客户端信息亭显示与客户问题相关的信息。 在实施例中，消息是在代理的设备和智能客户端信息亭之间传送的XML消息。 XML信息包含用于检索内容的信息，而不是内容本身，这允许通过小型带宽连接进行通信。 通信发生在不需要共同浏览的环境中，允许代理分析大量信息，但只向客户端发送有用的信息。
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公开(公告)号：US07558382B2
公开(公告)日：2009-07-07
申请号：US11291759
申请日：2005-11-30
IPC分类号： H04M11/00
CPC分类号： H04M15/00 , H04M3/42221 , H04M3/5175 , H04M2207/203
摘要： An approach for monitoring interaction between individuals engaged in a communication session is disclosed. The individuals are described herein as a customer service representative and a customer and the communication session is accomplished over a communication network. Audio data embodying the communication session is copied and stored to a media file in conjunction with video data captured by a video capture device monitoring the customer service representative. The media file is a data structure in which the audio data and the video data are stored in segmented fashion. Each segment of audio data is associated with a segment of video data based on a common time reference, thereby providing synchronized documentation of the communication session. The media file is stored on a database and available to a supervisor using a server computer to monitor the communication session for quality assurance or other evaluation purposes.
摘要翻译： 公开了一种用于监视从事通信会话的个人之间的相互作用的方法。 个人在此被描述为客户服务代表和客户，并且通信通信通过通信网络完成。 结合通信会话的音频数据被复制并存储到媒体文件以及由监视客户服务代表的视频采集设备捕获的视频数据。 媒体文件是以分段方式存储音频数据和视频数据的数据结构。 音频数据的每个段基于公共时间参考与视频数据段相关联，从而提供通信会话的同步文档。 媒体文件存储在数据库中，并且可以由管理员使用服务器计算机监视通信会话以进行质量保证或其他评估目的。
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公开(公告)号：US07881454B2
公开(公告)日：2011-02-01
申请号：US11450189
申请日：2006-06-08
申请人： Kenneth D. Tuchman , Intae Myong , Bruce Sharpe , Henry Truong , James Radzicki
发明人： Kenneth D. Tuchman , Intae Myong , Bruce Sharpe , Henry Truong , James Radzicki
CPC分类号： H04M3/5166 , G06Q30/0207 , G06Q30/0241 , G06Q30/0242 , H04M3/42068 , H04M3/42102 , H04M3/515 , H04M2201/38 , H04M2203/2011
摘要： In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.
摘要翻译： 在实施例中，本发明涉及处理从客户接收的呼叫的方法。 在一个实施例中，该方法包括从呼叫促销电话号码的客户接收呼叫。 电话连接到IVR系统。 IVR系统维护一组处理呼叫的规则。 该方法还包括创建呼叫详细记录，其包括唯一标识符，源电话号码和促销电话号码。 然后根据客户拨打的促销电话号码向客户播放定制的问候语。 基于处理呼叫的规则，将呼叫从IVR系统重定向到代理，同时向代理发送和显示呼叫详细记录。
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公开(公告)号：US20070282703A1
公开(公告)日：2007-12-06
申请号：US11757102
申请日：2007-06-01
申请人： Bruce Sharpe , James Horgan , Steven Chalmers , Michael Miller
发明人： Bruce Sharpe , James Horgan , Steven Chalmers , Michael Miller
IPC分类号： G06Q30/00
CPC分类号： G06Q30/0603 , G06Q30/0601
摘要： Embodiments of the present invention are directed to systems and methods for facilitating communication between a customer at a retail store and a specialized agent at a remote location. The customer uses an in-store smart client kiosk to initiate a communication session with the agent. The agent can instruct the smart client kiosk to display information relevant to the customer's questions. In embodiments, the messages are XML messages transmitted between the agent's device and the smart client kiosk. The XML information contains information to retrieve content, rather than the content itself, which allows the communication to take place over a small bandwidth connection. Communication takes place in an environment that does not require co-browsing, which allows the agent to analyze large amounts of information but send only helpful information to the client.
摘要翻译： 本发明的实施例涉及用于促进零售商店的客户和远程位置的专门代理商之间的通信的系统和方法。 客户使用店内智能客户端信息亭来启动与代理的通信会话。 代理可以指示智能客户端信息亭显示与客户问题相关的信息。 在实施例中，消息是在代理的设备和智能客户端信息亭之间传送的XML消息。 XML信息包含用于检索内容的信息，而不是内容本身，这允许通过小型带宽连接进行通信。 通信发生在不需要共同浏览的环境中，允许代理分析大量信息，但只向客户端发送有用的信息。
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公开(公告)号：US20070041527A1
公开(公告)日：2007-02-22
申请号：US11450189
申请日：2006-06-08
申请人： Kenneth Tuchman , Intae Myong , Bruce Sharpe , Henry Truong , James Radzicki
发明人： Kenneth Tuchman , Intae Myong , Bruce Sharpe , Henry Truong , James Radzicki
IPC分类号： H04M1/64
CPC分类号： H04M3/5166 , G06Q30/0207 , G06Q30/0241 , G06Q30/0242 , H04M3/42068 , H04M3/42102 , H04M3/515 , H04M2201/38 , H04M2203/2011
摘要： In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.
摘要翻译： 在实施例中，本发明涉及处理从客户接收的呼叫的方法。 在一个实施例中，该方法包括从呼叫促销电话号码的客户接收呼叫。 电话连接到IVR系统。 IVR系统维护一组处理呼叫的规则。 该方法还包括创建呼叫详细记录，其包括唯一标识符，源电话号码和促销电话号码。 然后根据客户拨打的促销电话号码向客户播放定制的问候语。 基于处理呼叫的规则，将呼叫从IVR系统重定向到代理，同时向代理发送和显示呼叫详细记录。
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公开(公告)号：US20120257875A1
公开(公告)日：2012-10-11
申请号：US13525229
申请日：2012-06-15
申请人： Bruce Sharpe , Malcolm Sharpe
发明人： Bruce Sharpe , Malcolm Sharpe
IPC分类号： H04N5/935
CPC分类号： G11B27/10 , G11B27/034
摘要： Methods and apparatus are provided to establish temporal alignment of media clips. In an example embodiment, first and second media clips each contain an audio portion and the method comprises: determining an estimated global offset between the first and second clips; choosing a first test region of the first clip and identifying a corresponding second test region in the second clip based at least in part on the estimated global offset. The first and second test regions are compared to determine a local offset.
摘要翻译： 提供了方法和装置来建立媒体剪辑的时间对齐。 在示例实施例中，第一和第二媒体剪辑各自包含音频部分，并且该方法包括：确定第一和第二剪辑之间的估计的全局偏移; 选择所述第一剪辑的第一测试区域并且至少部分地基于所估计的全局偏移来识别所述第二剪辑中的对应的第二测试区域。 比较第一和第二测试区域以确定局部偏移。
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公开(公告)号：US08270592B2
公开(公告)日：2012-09-18
申请号：US11317420
申请日：2005-12-22
申请人： Bruce Sharpe , Tom MacDonald
发明人： Bruce Sharpe , Tom MacDonald
CPC分类号： H04M3/5233 , H04M3/42059 , H04M3/42102 , H04M3/5166 , H04M2203/2061 , H04M2242/22
摘要： An approach for over the phone interpretation call management is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system forwards the call along with a modified ANI number to a Call Management Center (CMC), which determines an appropriate agent to handle the call based on the client information and the modified ANI number. The call is then forwarded to the agent and a screen corresponding to the call is activated in a call service application for the agent. Additional applications such as quality monitoring are concurrently executed with the call processing.
摘要翻译： 本文提供了一种通过电话解释呼叫管理的方法。 在交互式语音识别（IVR）系统中接收来自客户的客户的呼叫，其通过按键盘输入来检测语言或语言选择来确定呼叫者的语言。 IVR系统将呼叫与修改的ANI号码一起转发到呼叫管理中心（CMC），呼叫管理中心根据客户端信息和修改的ANI号码确定适当的代理来处理呼叫。 然后将呼叫转发到代理，并且在代理的呼叫服务应用中激活与该呼叫相对应的屏幕。 通过呼叫处理同时执行诸如质量监视的附加应用。
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公开(公告)号：US20080074264A1
公开(公告)日：2008-03-27
申请号：US11533231
申请日：2006-09-19
申请人： Bruce Sharpe , James Horgan , Steven Chalmers , Michael Miller
发明人： Bruce Sharpe , James Horgan , Steven Chalmers , Michael Miller
摘要： Exemplary embodiments of the present invention comprise systems and method for providing information to an in-store customer. An embodiment of the system includes several radio frequency identification (RFID) tags placed in predetermined areas within the shopping area. A mobile device, carried by the customer, receives signals from the RFID tags. The signals are used to determine the location of the customer within the store. The determined location is used by an information server to return location-specific information and advertising to the mobile device. The mobile device displays the location-specific information and advertising to the customer.
摘要翻译： 本发明的示例性实施例包括用于向店内客户提供信息的系统和方法。 系统的实施例包括放置在购物区域内的预定区域中的几个射频识别（RFID）标签。 由客户携带的移动设备从RFID标签接收信号。 信号用于确定客户在商店内的位置。 确定的位置由信息服务器使用以返回位置特定信息并向移动设备进行广告。 移动设备显示特定于位置的信息并向客户做广告。
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公开(公告)号：US20080019500A1
公开(公告)日：2008-01-24
申请号：US11556003
申请日：2006-11-02
申请人： Oscar Torres , Jorge Recalde , Bruce Sharpe , Joaquin Jares , Martin Rosalin , Aaron Seabaugh , Brian James , Timothy Silvera , Trevor Norcross , Eric Buhring , Keith Pelletier , Michael Ringman , Timothy Hayes , Todd Stott
发明人： Oscar Torres , Jorge Recalde , Bruce Sharpe , Joaquin Jares , Martin Rosalin , Aaron Seabaugh , Brian James , Timothy Silvera , Trevor Norcross , Eric Buhring , Keith Pelletier , Michael Ringman , Timothy Hayes , Todd Stott
IPC分类号： H04M3/00
CPC分类号： H04M3/5237
摘要： Embodiments of the present invention relate to shared call centers. More particularly, embodiments of the present invention relate to a shared call center that is in electrical communication with one or more client call centers. The shared call center, in embodiments, provides monitoring of agent personnel, provides customization of agent desktop applications or provides evaluation of agent personnel.
摘要翻译： 本发明的实施例涉及共享呼叫中心。 更具体地，本发明的实施例涉及与一个或多个客户端呼叫中心电通信的共享呼叫中心。 在实施例中，共享呼叫中心提供代理人员的监视，提供代理桌面应用的定制或提供代理人员的评估。
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公开(公告)号：US20070166685A1
公开(公告)日：2007-07-19
申请号：US11317369
申请日：2005-12-22
申请人： David Gilbert , Bruce Sharpe , Daniel Barrett
发明人： David Gilbert , Bruce Sharpe , Daniel Barrett
IPC分类号： G09B7/00
摘要： An approach for automated skills assessment over a network is provided herein. Test subjects request an evaluation session via a phone call, email exchange, instant message exchange, or facsimile transmission. An information capture system facilitates the evaluation session forwarding prompts to the test subject and forwarding responses to a processing system. Upon completion, the responses are stored along with the prompts and assigned a unique identifier. Assessors including humans and computer applications access the network through a data transfer system and receive the stored evaluation session. Assessments for each evaluation session are stored by the processing system for subsequent delivery to subscribers.
摘要翻译： 本文提供了一种通过网络进行自动化技能评估的方法。 测试对象通过电话，电子邮件交换，即时消息交换或传真传输请求评估会话。 信息捕获系统便于评估会话转发提示给测试对象并将响应转发给处理系统。 完成后，响应与提示一起存储并分配唯一的标识符。 包括人员和计算机应用程序的评估人员通过数据传输系统访问网络，并接收存储的评估会话。 每个评估会话的评估由处理系统存储以供后续传递给用户。
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