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公开(公告)号：US08473624B2
公开(公告)日：2013-06-25
申请号：US12840777
申请日：2010-07-21
申请人： Beeri Mart , Moshe Wasserblat , Oren Lewkowicz , Hadas Liberman Ben-Ami , Omer Gazit , Zohar Tsfoni , Stas Margolis , Ronit Ephrat
发明人： Beeri Mart , Moshe Wasserblat , Oren Lewkowicz , Hadas Liberman Ben-Ami , Omer Gazit , Zohar Tsfoni , Stas Margolis , Ronit Ephrat
IPC分类号： G06F15/16
摘要： Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.
摘要翻译： 本发明的实施例涉及用于路由交互的系统和方法。 方法可以包括接收与交互相关的消息。 可以分析消息中包含的文本。 可以基于文本的分析为消息选择目的地。 消息可以被路由到所选择的目的地。
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2.发明申请SESSION BOARD CONTROLLER BASED POST CALL ROUTING FOR CUSTOMER FEEDBACK APPLICATION 有权基于会议板控制器的客户反馈应答后呼叫路由公开(公告)号：US20090290701A1
公开(公告)日：2009-11-26
申请号：US12125088
申请日：2008-05-22
申请人： Leon PORTMAN , Shay WEISS , Hadas LIBERMAN BEN-AMI , Uzi BARUCH , Beeri MART , Offer HASSIDI , Omri HAYNER
发明人： Leon PORTMAN , Shay WEISS , Hadas LIBERMAN BEN-AMI , Uzi BARUCH , Beeri MART , Offer HASSIDI , Omri HAYNER
IPC分类号： H04M3/42
CPC分类号： H04M3/5166
摘要： Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.
摘要翻译： 本发明的实施例包括一种用于通过诸如会话边界控制器的中央网关处理通信会话的方法。 该方法可以包括接收客户和代理之间的交互已经结束并且由会话边界控制器自动路由到自动反馈应用的指示。
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3.发明授权Session board controller based post call routing for customer feedback application 有权会话板控制器的后呼叫路由为客户反馈应用公开(公告)号：US08199896B2
公开(公告)日：2012-06-12
申请号：US12125088
申请日：2008-05-22
申请人： Leon Portman , Shay Weiss , Hadas Liberman Ben-Ami , Uzi Baruch , Beeri Mart , Offer Hassidi , Omri Hayner
发明人： Leon Portman , Shay Weiss , Hadas Liberman Ben-Ami , Uzi Baruch , Beeri Mart , Offer Hassidi , Omri Hayner
CPC分类号： H04M3/5166
摘要： Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.
摘要翻译： 本发明的实施例包括一种用于通过诸如会话边界控制器的中央网关处理通信会话的方法。 该方法可以包括接收客户和代理之间的交互已经结束并且由会话边界控制器自动路由到自动反馈应用的指示。
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4.发明申请INTERACTION-MANAGEMENT METHODS AND PLATFORM FOR CLIENT-AGENT INTERACTION-RELATED ENVIRONMENTS 审中-公开客户交互相关环境的交互管理方法和平台公开(公告)号：US20090013085A1
公开(公告)日：2009-01-08
申请号：US12233133
申请日：2008-09-18
申请人： Hadas LIBERMAN BEN-AMI , Michael Prilutski , Naama Damti , Igor Cher , Leon Gendler , Sharona Sagi
发明人： Hadas LIBERMAN BEN-AMI , Michael Prilutski , Naama Damti , Igor Cher , Leon Gendler , Sharona Sagi
CPC分类号： G06Q10/06 , G06Q10/103
摘要： A platform for enabling collaboration of components of a distributed interaction-related loosely-coupled system, and a method thereof are provided. The platform may include a communication medium and interaction-related business services capable of communicating via the communication medium using an interaction management protocol. The platform may include one or more business process management services to create one or more business flows that utilize one or more of said business services.
摘要翻译： 提供了一种用于实现分布式交互相关松散耦合系统的组件协作的平台及其方法。 平台可以包括能够使用交互管理协议经由通信介质进行通信的通信介质和与交互相关的业务服务。 该平台可以包括一个或多个业务流程管理服务以创建利用一个或多个所述业务服务的一个或多个业务流。
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5.发明申请SYSTEM AND METHOD FOR ROBUST CALL CENTER OPERATION USING MULTIPLE DATA CENTERS 审中-公开使用多个数据中心进行稳健呼叫中心操作的系统和方法公开(公告)号：US20130315382A1
公开(公告)日：2013-11-28
申请号：US13479292
申请日：2012-05-24
申请人： Hadas LIBERMAN , Yuval Marco , Igor Cher , Ziv Grinberg , Linat Polak Mart , Efim Kolodizner , Roni Krivoshey , Leon Portman , Shay Levy , Asaf Kutner , Sharon Shelly , Yaniv Bar
发明人： Hadas LIBERMAN , Yuval Marco , Igor Cher , Ziv Grinberg , Linat Polak Mart , Efim Kolodizner , Roni Krivoshey , Leon Portman , Shay Levy , Asaf Kutner , Sharon Shelly , Yaniv Bar
CPC分类号： G06F11/2028 , G06F11/2025 , G06F11/2035 , G06F11/2038 , G06F11/2056 , G06F11/2097 , H04M3/51 , H04M2203/406 , H04M2203/558
摘要： A method of providing robust call center operation for an organization, based on a first data center with computerized components that provide service to the call center, including, receiving at a failover manager having a processor and memory, notification from a user to shut down components of the first data center providing service to the call center, shutting down or verifying non-functionality of the components of the first data center providing service to the call center, activating similar components from a second data center to replace functionality of the first data center, wherein the components of the first data center and the second data center are connected over a network, and updating references of the call center to access the components from the second data center instead of the components from the first data center.
摘要翻译： 一种为组织提供强大的呼叫中心操作的方法，该方法基于具有向呼叫中心提供服务的计算机化组件的第一数据中心，包括在具有处理器和存储器的故障转移管理器处接收来自用户的通知以关闭组件 向第一数据中心提供服务到呼叫中心，关闭或验证向呼叫中心提供服务的第一数据中心的组件的非功能性，从第二数据中心激活类似组件以替换第一数据中心的功能 其中，所述第一数据中心和所述第二数据中心的组件通过网络连接，并且更新所述呼叫中心的参考以从所述第二数据中心而不是来自所述第一数据中心的组件访问所述组件。
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6.发明申请公开(公告)号：US20130136253A1
公开(公告)日：2013-05-30
申请号：US13305279
申请日：2011-11-28
申请人： Hadas LIBERMAN BEN-AMI , Leon Portman , Yuval Marco , Yosef Golan , Shlomi Haba , Iftach Smith , Yizhar Ronen , Yohay Etsion , Igor Cher , Naama Damty , Assaf Frenkel , Uzi Baruch
发明人： Hadas LIBERMAN BEN-AMI , Leon Portman , Yuval Marco , Yosef Golan , Shlomi Haba , Iftach Smith , Yizhar Ronen , Yohay Etsion , Igor Cher , Naama Damty , Assaf Frenkel , Uzi Baruch
IPC分类号： H04M3/50
CPC分类号： H04M3/5191
摘要： A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.
摘要翻译： 提供了一种用于监视用户与基于互联网的程序或文档的交互的设备，系统和方法。 可以根据预定义的规则从互联网服务器流量中提取内容。 提取的内容可能与用户的互联网交互相关联。 用户的互联网互动可以被存储和索引。 可以分析用户的互联网交互以产生提供给联络中心代理的建议，而联络中心代理正在与所述用户通信，例如实时地指导用户的交互。 也可以使用除Internet服务器流量之外的流量。
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公开(公告)号：US20110307258A1
公开(公告)日：2011-12-15
申请号：US12815429
申请日：2010-06-15
申请人： Hadas Liberman , Keren Eshkol , Oren Lewkowicz , Omer Gazit , Zohar Tzfoni , Avi Revivo , Leon Portman , Ronit Ephrat , Oren Pereg , Ronen Laperdon , Dori Shapira , Moshe Wasserblat
发明人： Hadas Liberman , Keren Eshkol , Oren Lewkowicz , Omer Gazit , Zohar Tzfoni , Avi Revivo , Leon Portman , Ronit Ephrat , Oren Pereg , Ronen Laperdon , Dori Shapira , Moshe Wasserblat
CPC分类号： G10L15/26 , G10L2015/088
摘要： A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category.
摘要翻译： 一种用于提供与与联络中心相关联的交互的实时协助的方法和装置，包括步骤或组件，用于：接收由与组织相关联的捕获设备捕获的交互的音频信号的至少一部分，以及元数据 与交互相关的信息; 执行音频信号的至少部分的音频分析，同时交互作用仍在进行中以获得音频信息; 对所述元数据信息和所述音频信息的至少一部分进行分类，以确定与所述交互相关联的类别，同时所述交互仍在进行中以获得音频信息; 并采取与该类别相关的行动。
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8.发明申请Interaction-management methods and platform for client-agent interaction-related environments 审中-公开客户代理交互相关环境的交互管理方法和平台公开(公告)号：US20080313090A1
公开(公告)日：2008-12-18
申请号：US11812280
申请日：2007-06-18
申请人： Leonid Portman , Omri Hayner , Ronit Ephrat , Itay Grushka , Dvir Hoffman , Hadas Liberman Ben-Ami
发明人： Leonid Portman , Omri Hayner , Ronit Ephrat , Itay Grushka , Dvir Hoffman , Hadas Liberman Ben-Ami
IPC分类号： H04L9/00
CPC分类号： G06Q10/06 , G06Q50/188 , H04L63/20
摘要： A platform for enabling collaboration of components of a distributed interaction-related loosely-coupled system, and a method thereof are provided. The platform includes a communication medium and interaction-related business services capable of communicating via the communication medium using an interaction management protocol. The platform further includes one or more business process management services to create one or more business flows that utilize one or more of said business services
摘要翻译： 提供了一种用于实现分布式交互相关松散耦合系统的组件协作的平台及其方法。 该平台包括能够通过交互管理协议经由通信介质进行通信的通信介质和与交互相关的业务服务。 该平台还包括一个或多个业务流程管理服务，以创建利用一个或多个所述业务服务的一个或多个业务流
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9.发明授权公开(公告)号：US08976955B2
公开(公告)日：2015-03-10
申请号：US13305279
申请日：2011-11-28
申请人： Hadas Liberman Ben-Ami , Leon Portman , Yuval Marco , Yosef Golan , Shlomi Haba , Iftach Smith , Yizhar Ronen , Yohay Etsion , Igor Cher , Naama Damty , Assaf Frenkel , Uzi Baruch
发明人： Hadas Liberman Ben-Ami , Leon Portman , Yuval Marco , Yosef Golan , Shlomi Haba , Iftach Smith , Yizhar Ronen , Yohay Etsion , Igor Cher , Naama Damty , Assaf Frenkel , Uzi Baruch
CPC分类号： H04M3/5191
摘要： A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.
摘要翻译： 提供了一种用于监视用户与基于互联网的程序或文档的交互的设备，系统和方法。 可以根据预定义的规则从互联网服务器流量中提取内容。 提取的内容可能与用户的互联网交互相关联。 用户的互联网互动可以被存储和索引。 可以分析用户的互联网交互以产生提供给联络中心代理的建议，而联络中心代理正在与所述用户通信，例如实时地指导用户的交互。 也可以使用除Internet服务器流量之外的流量。
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公开(公告)号：US20120020473A1
公开(公告)日：2012-01-26
申请号：US12840777
申请日：2010-07-21
申请人： Beeri Mart , Moshe Wasserblat , Oren Lewkowicz , Hadas Liberman Ben-Ami , Omer Gazit , Zohar Tsfoni , Stas Margolis , Ronit Ephrat
发明人： Beeri Mart , Moshe Wasserblat , Oren Lewkowicz , Hadas Liberman Ben-Ami , Omer Gazit , Zohar Tsfoni , Stas Margolis , Ronit Ephrat
IPC分类号： H04M3/00
摘要： Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.
摘要翻译： 本发明的实施例涉及用于路由交互的系统和方法。 方法可以包括接收与交互相关的消息。 可以分析消息中包含的文本。 可以基于文本的分析为消息选择目的地。 消息可以被路由到所选择的目的地。
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