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    Single window testing of an interactive contact workflow
    2.
    发明授权
    Single window testing of an interactive contact workflow 有权

    公开(公告)号：US10277733B1

    公开(公告)日：2019-04-30

    申请号：US15940018

    申请日：2018-03-29

    Applicant: Amazon Technologies, Inc.

    Inventor： Pasquale DeMaio ,  Joseph Daniel Sullivan ,  David Adam Philips

    IPC: H04M1/24 ,  H04M3/08 ,  H04M3/22 ,  H04M3/24 ,  H04M3/493

    Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI). The system displays a first visual indicator that graphically highlights a first visual display object to indicate that a first instruction block is active. The system executes the first instruction block and outputs a first prompt via a communication interface, the communication interface to simulate a telephone communication with the interactive contact workflow system. The system receives a first response to the first prompt from a GUI element, identifies a first command to execute a second instruction block based at least in part on the first response to the first prompt, and displays a second visual indicator that graphically connects the first visual display object to a second visual display object within the GUI, the second visual display object corresponding to the second instruction block of the interactive contact workflow system.

    On-demand generation of a contact center
    4.
    发明授权
    On-demand generation of a contact center 有权

    公开(公告)号：US10003691B1

    公开(公告)日：2018-06-19

    申请号：US15383831

    申请日：2016-12-19

    Applicant: Amazon Technologies, Inc.

    Inventor： Saket Agarwa ,  Pasquale DeMaio ,  Joseph Daniel Sullivan ,  Jon Russell Jay

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51 ,  H04L29/12 ,  H04M3/22 ,  G06F21/45 ,  H04L9/08

    Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.

    Associating user accounts with source identifiers
    6.
    发明授权
    Associating user accounts with source identifiers 有权
    将用户帐户与源标识符相关联

    公开(公告)号：US09384270B1

    公开(公告)日：2016-07-05

    申请号：US13916546

    申请日：2013-06-12

    Applicant: Amazon Technologies, Inc.

    Inventor： Jon Russell Jay ,  Donald L Kaufman ,  Joseph Daniel Sullivan ,  Brock Aaron Judkins

    IPC: G06F17/30 ,  G06Q20/40

    CPC classification number: G06F17/30705 ,  G06F17/30286 ,  G06Q20/3224 ,  G06Q20/40

    Abstract: This disclosure describes a system for associating user accounts with source identifiers included in communication requests received from users of those user accounts and using that information to later identify potential user accounts. For example, when a user contacts a support network, such as a call center, the source identifier (e.g., telephone number) may be identified. Once the user initiating the communication request is verified and the corresponding user account identified, the source identifier may be associated with the identified user account. By establishing and storing a relationship between the source identifier and the verified user account, if the user later again initiates a communication request that includes the same source identifier, that user's user account may be quickly identified to the agent, thereby simplifying verification.

    Abstract translation: 本公开描述了一种用于将用户帐户与从这些用户帐户的用户接收的通信请求中包括的源标识符相关联并且使用该信息以后识别潜在用户帐户的系统。 例如，当用户联系诸如呼叫中心的支持网络时，可以识别源标识符（例如，电话号码）。 一旦验证了用户发起通信请求并识别了相应的用户帐户，则源标识符可以与所识别的用户帐户相关联。 通过建立和存储源标识符和验证的用户帐户之间的关系，如果用户稍后再次发起包括相同源标识符的通信请求，则可以将该用户的用户帐户快速识别给代理，从而简化验证。

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