公开(公告)号：US07369653B2

公开(公告)日：2008-05-06

申请号：US10011578

申请日：2001-11-05

申请人： Anthony Dezonno ,  Jeffrey Hodson ,  Joseph Bloom ,  David Funck ,  Eric James ,  Michael Peters ,  Mark J. Power ,  Craig R. Shambaugh ,  Dave Mosquera ,  Nayel Saleh

发明人： Anthony Dezonno ,  Jeffrey Hodson ,  Joseph Bloom ,  David Funck ,  Eric James ,  Michael Peters ,  Mark J. Power ,  Craig R. Shambaugh ,  Dave Mosquera ,  Nayel Saleh

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/523 ,  H04M3/42059 ,  H04M3/493

摘要： A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.

摘要翻译： 描述了通过企业的呼叫中心向客户端提供企业信息的方法和装置。 该方法包括以下步骤：基于通过客户端和呼叫中心之间的呼叫连接接收到的呼叫关联信息来检测客户端的身份，基于客户端的身份向客户端呈现多个选项，并向客户端呈现客户端 基于多个选项中的选定选项的企业信息。

公开(公告)号：US06961419B2

公开(公告)日：2005-11-01

申请号：US10114487

申请日：2002-04-02

申请人： Mark J. Power ,  Dave Mosquera ,  Anthony J. Dezonno ,  Jeffrey D. Hodson ,  Joseph Bloom ,  David Funck ,  Eric James ,  Michael Peters ,  Craig R. Shambaugh ,  Nayel Saleh

发明人： Mark J. Power ,  Dave Mosquera ,  Anthony J. Dezonno ,  Jeffrey D. Hodson ,  Joseph Bloom ,  David Funck ,  Eric James ,  Michael Peters ,  Craig R. Shambaugh ,  Nayel Saleh

IPC分类号： H04M3/523 ,  H04M3/00

CPC分类号： H04M3/523 ,  H04M3/42068 ,  H04M2201/38

摘要： A method and apparatus are provided for processing a call with a client detected by a call center to an agent of the call center. The method includes the step of providing a call object for the call, collecting attributes of the call within the call object, associating an agent object with the call object and displaying client data to an agent of the call center based upon a view process of the associated agent object.

摘要翻译： 提供了一种方法和装置，用于处理由呼叫中心检测到的客户端到呼叫中心的代理的呼叫。 该方法包括以下步骤：为呼叫提供呼叫对象，在呼叫对象内收集呼叫的属性，将代理对象与呼叫对象相关联，并且基于呼叫对象的查看过程将客户端数据显示给呼叫中心的代理 关联代理对象。

公开(公告)号：US06870926B2

公开(公告)日：2005-03-22

申请号：US09992367

申请日：2001-11-06

申请人： Craig R. Shambaugh ,  Joe Bloom ,  Anthony J. Dezonno ,  David Funck ,  Jeff Hodson ,  Eric James ,  Michael Peters ,  Mark J. Power ,  Dave Mosquera ,  Nayel Saleh

发明人： Craig R. Shambaugh ,  Joe Bloom ,  Anthony J. Dezonno ,  David Funck ,  Jeff Hodson ,  Eric James ,  Michael Peters ,  Mark J. Power ,  Dave Mosquera ,  Nayel Saleh

IPC分类号： H04M3/51 ,  H04M3/523 ,  H04M3/00

CPC分类号： H04M3/5232 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5233

摘要： A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.

摘要翻译： 提供了一种方法和装置，用于基于控制呼叫中心的企业的预定业务规则来在呼叫中心内分配资源。 该方法包括以下步骤：基于预定业务规则分析来自多个呼叫交易的记录，基于预定的业务规则识别呼叫交易记录之间的相关性，并且基于所识别的相关性和预定的相关性来调整呼叫交易的资源 业务规则

公开(公告)号：US06970821B1

公开(公告)日：2005-11-29

申请号：US09670093

申请日：2000-09-26

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Jared Bluestein ,  Kenneth Venner ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Jared Bluestein ,  Kenneth Venner ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G06F17/27 ,  G06Q30/02 ,  G10L15/22 ,  H04M3/51 ,  G10L21/00 ,  G10L15/18 ,  G10L15/26 ,  H04M1/64

CPC分类号： G06F17/277 ,  G06F17/2775 ,  G06F17/2785 ,  G06Q30/02 ,  G10L15/22 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/357

摘要： A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.

摘要翻译： 提供一种方法和装置，用于在与客户进行线程对话期间呈现电话推销员遵循的脚本。 该方法包括以下步骤：将客户的响应的单词内容识别到所呈现的脚本的第一部分，并在响应的上下文中检测关键词和关键词。 该方法还包括以下步骤：在上下文中评估检测到的关键字和关键词以确定信息内容，将评估词的信息内容与多个预期客户响应的信息内容进行比较，并用 最接近的相对匹配并且跟随与客户的所选择的预期客户响应相关联的脚本作为所呈现的脚本的第二部分。

公开(公告)号：US07003462B2

公开(公告)日：2006-02-21

申请号：US10955880

申请日：2004-09-30

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G10L21/00

CPC分类号： G10L13/033 ,  G10L21/00 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40

摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

摘要翻译： 提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。 该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。

公开(公告)号：US06598021B1

公开(公告)日：2003-07-22

申请号：US09615392

申请日：2000-07-13

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G10L2100

CPC分类号： G10L15/005 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/2061

摘要： A method and apparatus for adjusting a dialect for an oral presentation provided by an agent of an organization to a human target of the organization through a communications network. The method includes the steps of determining a dialect to be used by the agent for communicating with the target, modifying the dialect of the oral presentation of the agent for communicating with the target based upon the determined dialect and presenting the modified oral presentation to the target.

摘要翻译： 一种用于通过通信网络将由组织的代理提供的口头表达的方言调整到组织的人类目标的方法和装置。 该方法包括以下步骤：确定代理用于与目标通信的方言，基于所确定的方言修改用于与目标通信的代理的口头呈现的方言，并将修改的口头呈现呈现给目标 。

公开(公告)号：US07085719B1

公开(公告)日：2006-08-01

申请号：US09615266

申请日：2000-07-13

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G01L15/04 ,  H04M3/22

CPC分类号： G10L13/033 ,  G10L21/00 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40

摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

摘要翻译： 提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。 该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。

公开(公告)号：US06885744B2

公开(公告)日：2005-04-26

申请号：US10027197

申请日：2001-12-20

申请人： Jared Bluestein ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James F. Martin ,  Darryl Hymel ,  Craig R. Shambaugh ,  Laird C. Williams

发明人： Jared Bluestein ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James F. Martin ,  Darryl Hymel ,  Craig R. Shambaugh ,  Laird C. Williams

IPC分类号： H04M3/51 ,  H04M3/00

CPC分类号： H04M7/003 ,  H04M3/42042 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2242/22

摘要： A method and apparatus are provided for presenting background sensory information to a call participant through a call connection. The method includes the steps of determining an identity of the call participant from call associated information and presenting the call participant with predetermined background sensory information through the call connection based upon the identity of the caller.

摘要翻译： 提供了一种用于通过呼叫连接向呼叫参与者呈现背景感觉信息的方法和装置。 该方法包括以下步骤：基于呼叫者的身份，通过呼叫连接从呼叫关联信息确定呼叫参与者的身份并向呼叫参与者呈现预定的背景感觉信息。

公开(公告)号：US06804668B1

公开(公告)日：2004-10-12

申请号：US09669983

申请日：2000-09-26

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G06F1730

CPC分类号： G06F17/3069 ,  G06F17/30616 ,  Y10S707/99936 ,  Y10S707/99953

摘要： A method and apparatus are provided for identifying textual information for use in a threaded discussion. The method includes the steps of detecting key words and key words in context of the threaded discussion and weighting the detected words based upon an information content and context of each word and upon a time period since each word was last used to produce a weighted information content of the threaded discussion. The method further includes the steps of searching for and locating textual information within a database with an information content related to the weighted information content, comparing the information content of the located textual information with the weighted information content to provide an objective difference value and presenting the located textual information to the discussion where the objective difference value exceeds a threshold value.

摘要翻译： 提供了一种用于识别在线程讨论中使用的文本信息的方法和装置。 该方法包括以下步骤：在线程讨论的上下文中检测关键词和关键词，并且基于每个单词的信息内容和上下文以及在每个单词最后被用于产生加权信息内容的时间段来加权检测到的单词 的线程讨论。 该方法还包括以下步骤：利用与加权信息内容相关的信息内容来搜索和定位数据库内的文本信息，将定位的文本信息的信息内容与加权信息内容进行比较，以提供客观差值，并呈现 定位的文本信息到客观差值超过阈值的讨论。

公开(公告)号：US06308154B1

公开(公告)日：2001-10-23

申请号：US09549057

申请日：2000-04-13

申请人： Laird C. Williams ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Craig R. Shambaugh

发明人： Laird C. Williams ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Craig R. Shambaugh

IPC分类号： G10L1504

CPC分类号： G10L19/0018

摘要： A method and apparatus are provided for encoding a spoken language. The method includes the steps recognizing a verbal content of the spoken language, measuring an attribute of the recognized verbal content and encoding the recognized and measured verbal content.

摘要翻译： 提供了一种用于对口语进行编码的方法和装置。 该方法包括识别口头语言的口头内容，测量识别的语言内容的属性并对识别和测量的言语内容进行编码的步骤。