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公开(公告)号：US20210136224A1
公开(公告)日：2021-05-06
申请号：US17126161
申请日：2020-12-18
摘要： A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.
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公开(公告)号：US20210243299A1
公开(公告)日：2021-08-05
申请号：US17234869
申请日：2021-04-20
发明人： Thomas V. Curtin , Alena L. Aiken , Kevin Mark Beale , Wayne Paul Waldner , Daniel R. Cropp , Alan D. Tucker
摘要： A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.
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公开(公告)号：US12034883B2
公开(公告)日：2024-07-09
申请号：US17495393
申请日：2021-10-06
IPC分类号： H04M3/51 , G06F16/332 , H04M3/493
CPC分类号： H04M3/5175 , G06F16/3329 , H04M3/493 , H04M3/5166 , H04M3/5183 , H04M2203/558
摘要： A system comprises a database configured to store a plurality of baseline scripts, an applications server communicatively coupled to the database, and an analytics engine. Each of the plurality of baseline scripts is associated with a client of a call center and comprises a plurality of questions for guiding a communication session between an agent and a party. The applications server is configured to monitor a plurality of communication sessions. Each of the plurality of communication sessions is guided by a respective one of the plurality of baseline scripts. The applications server is further configured to obtain information about an actual call flow of each of the communication sessions and send the obtained information about the actual call flow of each of the communication sessions to the analytics engine. The analytics engine is configured to determine one or more proposed changes to a baseline script.
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公开(公告)号：US11032416B2
公开(公告)日：2021-06-08
申请号：US16258341
申请日：2019-01-25
发明人： Thomas V. Curtin , Alena L. Aiken , Kevin Mark Beale , Wayne Paul Waldner , Daniel R. Cropp , Alan D. Tucker
摘要： A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.
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公开(公告)号：US20240031485A1
公开(公告)日：2024-01-25
申请号：US18481572
申请日：2023-10-05
CPC分类号： H04M3/5175 , H04M3/5183 , H04M3/2218 , G10L15/26
摘要： A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.
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公开(公告)号：US20230362301A1
公开(公告)日：2023-11-09
申请号：US18354188
申请日：2023-07-18
发明人： Thomas V. Curtin , Alena L. Aiken , Kevin Mark Beale , Wayne Paul Waldner , Daniel R. Cropp , Alan D. Tucker
摘要： A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.
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公开(公告)号：US10917524B1
公开(公告)日：2021-02-09
申请号：US16668379
申请日：2019-10-30
摘要： A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.
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公开(公告)号：US20240357035A1
公开(公告)日：2024-10-24
申请号：US18756070
申请日：2024-06-27
IPC分类号： H04M3/51 , G06F16/332 , H04M3/493
CPC分类号： H04M3/5175 , G06F16/3329 , H04M3/493 , H04M3/5166 , H04M3/5183 , H04M2203/558
摘要： A system comprises a database configured to store a plurality of baseline scripts, an applications server communicatively coupled to the database, and an analytics engine. Each of the plurality of baseline scripts is associated with a client of a call center and comprises a plurality of questions for guiding a communication session between an agent and a party. The applications server is configured to monitor a plurality of communication sessions. Each of the plurality of communication sessions is guided by a respective one of the plurality of baseline scripts. The applications server is further configured to obtain information about an actual call flow of each of the communication sessions and send the obtained information about the actual call flow of each of the communication sessions to the analytics engine. The analytics engine is configured to determine one or more proposed changes to a baseline script.
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公开(公告)号：US12088760B2
公开(公告)日：2024-09-10
申请号：US18354188
申请日：2023-07-18
发明人： Thomas V. Curtin , Alena L. Aiken , Kevin Mark Beale , Wayne Paul Waldner , Daniel R. Cropp , Alan D. Tucker
摘要： A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.
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公开(公告)号：US11792320B2
公开(公告)日：2023-10-17
申请号：US17731532
申请日：2022-04-28
CPC分类号： H04M3/5175 , G10L15/26 , H04M3/2218 , H04M3/5183
摘要： A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.
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