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公开(公告)号：US07324640B2
公开(公告)日：2008-01-29
申请号：US10099784
申请日：2002-03-15
申请人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Powers , Craig Shambaugh
发明人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Powers , Craig Shambaugh
CPC分类号： H04M3/51 , H04M3/22 , H04M3/2218 , H04M3/5175 , H04M2201/40
摘要： A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.
摘要翻译： 提供了一种方法和装置，用于通过在客户和具有联系主题的专业知识的组织的代理之间的通信系统来加速在接触期间信息交换的主题演进。 该方法包括以下步骤：沿着多个平行的主题路径提供从起点到主题决议的接触主题的主题进展的状态图，将接触的主题进展拟合在 状态图的多个并行主题路径中最可能的一个的主题，并且从多个主题路径中最可能的一个主题路径提示该代理具有预期主题。
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公开(公告)号：US07197132B2
公开(公告)日：2007-03-27
申请号：US10103454
申请日：2002-03-21
申请人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
发明人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
IPC分类号： H04M5/00
CPC分类号： H04M3/51 , G10L15/26 , H04M2201/18 , H04M2201/38 , H04M2201/40
摘要： A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.
摘要翻译： 提供了一种方法和装置，用于将呼叫中心的代理和呼叫中心的客户端之间的会话导向控制呼叫中心的组织的多个目标之一。 该方法包括以下步骤：识别呼叫中心的客户端的语音内容，将识别的语音内容与呼叫中心的多个目标的第一目标相关联，并且基于相关联的向呼叫中心的代理呈现脚本 呼叫中心的目标。
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公开(公告)号：US20050047394A1
公开(公告)日：2005-03-03
申请号：US10651329
申请日：2003-08-28
申请人： Jeff Hodson , Roger Sumner , Mark Power , Carlo Bonifazi , Craig Shambaugh , Mark Michelson , Robert Beckstrom , Anthony Dezonno
发明人： Jeff Hodson , Roger Sumner , Mark Power , Carlo Bonifazi , Craig Shambaugh , Mark Michelson , Robert Beckstrom , Anthony Dezonno
CPC分类号： H04M3/51 , H04M3/5175
摘要： A method and apparatus are provided for guiding a conversation taking place between a client and an agent through a communication system. The method includes the steps of detecting an information content of the conversation, determining a goal of the client from the detected information content and suggesting a conversation topic to the agent to guide the conversation towards the goal of the client.
摘要翻译： 提供了一种方法和装置，用于通过通信系统引导在客户端和代理之间发生的对话。 该方法包括以下步骤：检测会话的信息内容，从检测到的信息内容确定客户端的目标，并向代理建议会话话题，以指导对话到客户端的目标。
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公开(公告)号：US06868153B2
公开(公告)日：2005-03-15
申请号：US10096235
申请日：2002-03-12
申请人： Anthony Dezonno , Jeff Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
发明人： Anthony Dezonno , Jeff Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
CPC分类号： H04M3/51 , H04M3/2218 , H04M3/5175 , H04M2201/12
摘要： A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured indicia to a touch point history of the call.
摘要翻译： 提供了一种用于测量呼叫中心的呼叫处理效率的方法和装置。 该方法包括以下步骤：测量用于呼叫的触摸点标记，并将测量的标记添加到呼叫的触摸点历史。
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公开(公告)号：US20080008309A1
公开(公告)日：2008-01-10
申请号：US11006151
申请日：2004-12-07
申请人： Anthony Dezonno , Roger Sumner , Sandy Biggam , Jeffrey Hodson , Mary Moser , Mike Hollatz , Dave Wesen , Michael Sheridan
发明人： Anthony Dezonno , Roger Sumner , Sandy Biggam , Jeffrey Hodson , Mary Moser , Mike Hollatz , Dave Wesen , Michael Sheridan
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.
摘要翻译： 在一个实施例中，提供了一种用于在自动联系人分发系统内路由呼叫的方法，包括评估至少两个评估者，其被编程以收集关于与呼叫相关联的所标识的属性集合的信息。 然后，系统启动信息的收集，以使得评估者能够为存在信息的属性分配一个值。 然后对分配给每个评估者中的属性的值进行比较。 然后将呼叫路由到通过比较选择的代理。
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公开(公告)号：US07058169B2
公开(公告)日：2006-06-06
申请号：US10649539
申请日：2003-08-27
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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公开(公告)号：US20050047583A1
公开(公告)日：2005-03-03
申请号：US10649539
申请日：2003-08-27
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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公开(公告)号：US20060045067A1
公开(公告)日：2006-03-02
申请号：US10929872
申请日：2004-08-30
申请人： Anthony Dezonno , Roger Sumner
发明人： Anthony Dezonno , Roger Sumner
IPC分类号： H04L12/66
摘要： A method and apparatus for collecting session information from a packet routing device. The method includes the steps of detecting a header packet of a communication session within a communication stream passing through the packet routing device where the communication stream contains packets from a plurality of users, comparing a type of the detected header packet with a list of headers that are to be collected and storing a message header of the header packet and only the message header in a file indexed by an identifier of the session when the header matches an entry within the list of headers to be collected.
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公开(公告)号：US20060023868A1
公开(公告)日：2006-02-02
申请号：US10902621
申请日：2004-07-29
申请人： Anthony Dezonno , Roger Sumner , Sandy Biggam
发明人： Anthony Dezonno , Roger Sumner , Sandy Biggam
CPC分类号： H04M3/51
摘要： A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.
摘要翻译： 提供了一种用于在计算系统内处理信息的方法和装置。 该方法包括以下步骤：检测与组织的客户端的联系，所述组织的操作和使用所述计算系统用于其自身的内部商业目的，在所述计算系统内提供处理应用程序，用于将检测到的联系人分发到多个人代理之一 基于所述联系人的上下文，其中所述提供的处理应用程序先前已经基于预定标准被划分为一系列分离的软件模块，将所述软件模块序列的每个软件模块定位在所述软件模块的一组计算机内 计算机系统，其中所述一组计算机经由网络互连，并且通过在所述网络上执行搜索来顺序地激活所述处理应用的所述软件模块序列，以定位和激活每个软件模块以将所述联系人处理和分发给所述人类代理。
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公开(公告)号：USRE43205E1
公开(公告)日：2012-02-21
申请号：US11484829
申请日：2006-07-11
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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