-
公开(公告)号：US20150363789A1
公开(公告)日：2015-12-17
申请号：US14302643
申请日：2014-06-12
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Gerard Carty
CPC classification number: G06Q30/018 , G06Q30/016 , H04M3/5175
Abstract: A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison.
Abstract translation: 公布了一种为联络中心提供支付卡行业（PCI）合规性的系统。 该系统包括被配置为监视代理和客户之间的通信会话的监视模块。 在通信会话期间捕获与代理的计算机屏幕相关联的至少一个图像。 分析模块被配置为将至少一个图像与至少一个预定图像进行比较。 控制模块被配置为基于比较来控制与通信会话相关联的信息的记录。
-
公开(公告)号：US20190273821A1
公开(公告)日：2019-09-05
申请号：US16419554
申请日：2019-05-22
Applicant: Avaya Inc.
Inventor： Gerard Carty , Thomas Moran
Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
-
公开(公告)号：US10129405B2
公开(公告)日：2018-11-13
申请号：US15893846
申请日：2018-02-12
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.
-
4.发明授权公开(公告)号：US11102353B2
公开(公告)日：2021-08-24
申请号：US16405023
申请日：2019-05-07
Applicant: Avaya Inc.
Inventor： Gerard Carty , Thomas Moran
Abstract: A video stream of a video call between a communication endpoint of customer and a communication endpoint of a contact center agent is received. The video stream of the video call is processed in real-time to generate a real-time emotion transcript. The real-time emotion transcript tracks a plurality of separate emotions based on non-verbal expressions (e.g. facial expressions) that occur in the video stream of the video call. For example, different emotions of both the customer and the contact center agent may tracked in the real-time emotion transcript. The real-time emotion transcript is compared to an emotion transcript of at least one previous video call to determine if the video call should be handled differently in the contact center. In response to determining that video call should be handled differently in the contact center, an action determined to change how the video call is managed in the contact center.
-
公开(公告)号：US10580014B2
公开(公告)日：2020-03-03
申请号：US14302643
申请日：2014-06-12
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Gerard Carty
Abstract: A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison.
-
Patent Agency Ranking
6.发明授权公开(公告)号：US11715112B2
公开(公告)日：2023-08-01
申请号：US16546514
申请日：2019-08-21
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
CPC classification number: G06Q30/016 , G10L13/00 , G10L15/22 , G10L15/26 , H04L43/08
Abstract: Contact center agents commonly have dissimilar levels of skill for a particular topic or ability. Often an expert is available to help lesser-skilled agents, but such experts may not always be available. Automated systems and methods are provided that allow for an agent-customer interaction to be monitored and, when a question is present, identify a best-matching knowledge unit to address the question. With the knowledge unit identified, a prior communication portion associated with the knowledge unit is then presented to the agent, such as via pop-up message, whisper voice message, etc., to allow the agent to have the benefit of the knowledge of the expert to answer the question without engaging the expert.
-
公开(公告)号：US10659607B2
公开(公告)日：2020-05-19
申请号：US16419554
申请日：2019-05-22
Applicant: Avaya Inc.
Inventor： Gerard Carty , Thomas Moran
Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
-
公开(公告)号：US10547728B2
公开(公告)日：2020-01-28
申请号：US15003627
申请日：2016-01-21
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. The illustrative contact center further includes a repository of greetings for a second agent and a greeting from the repository of greetings for the second agent is selectable based on the determined context of the first interaction. The illustrative contact center further includes a network interface that facilitates a presentation of the selected greeting to the customer when the customer is transferred from the first agent to the second agent.
-
公开(公告)号：US09930181B1
公开(公告)日：2018-03-27
申请号：US15395349
申请日：2016-12-30
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
CPC classification number: H04M3/5238 , G06Q10/063118 , H04M2203/402
Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.
-
公开(公告)号：US20170214779A1
公开(公告)日：2017-07-27
申请号：US15003627
申请日：2016-01-21
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. The illustrative contact center further includes a repository of greetings for a second agent and a greeting from the repository of greetings for the second agent is selectable based on the determined context of the first interaction. The illustrative contact center further includes a network interface that facilitates a presentation of the selected greeting to the customer when the customer is transferred from the first agent to the second agent.
-
-
-
-
-
-
-
-
-
Search Results
17
records
(took 0.013 seconds)
