公开(公告)号：US10742816B2

公开(公告)日：2020-08-11

申请号：US15949265

申请日：2018-04-10

Applicant: Avaya Inc.

Inventor： Edel Kelly ,  Patrick Crowley

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06 ,  G06Q10/10 ,  G06Q50/00 ,  G06Q30/02

Abstract: Information is gathered in real-time from one or more information sources monitored by a contact center. For example, information may be gathered from social media sites and routing hardware in the contact center. The gathered information is about a product and/or service managed by the contact center. The gathered information is analyzed in real-time to determine a potential impact on communications with the contact center. For instance, the gathered information is analyzed to determine how it impacts voice calls in the contact center. The communications with the contact center are routed based on a skill group. In response to determining that there is a potential impact on the communications with the contact center, the system dynamically creates a new skill group and/or modifies the skill group. New communications are then routed to an agent in the new skill group and/or in the modified skill group.

公开(公告)号：US10560577B2

公开(公告)日：2020-02-11

申请号：US14664363

申请日：2015-03-20

Applicant: Avaya Inc.

Inventor： Adrian Ryan ,  Dara Geary ,  William Meaney ,  Patrick Crowley ,  Edel Kelly

IPC: H04M1/64 ,  H04M3/51 ,  H04M7/12

Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.

公开(公告)号：US20160277576A1

公开(公告)日：2016-09-22

申请号：US14664363

申请日：2015-03-20

Applicant: Avaya Inc.

Inventor： Adrian Ryan ,  Dara Geary ,  William Meaney ,  Patrick Crowley ,  Edel Kelly

IPC: H04M3/51

Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.

Abstract translation: 在客户和联络中心之间的电话呼叫中提供客户反馈的系统和方法，所述方法包括：在所述电话呼叫中监视来自所述客户的音频媒体流，检测所监视的双音多频（DTMF）反馈码 媒体流，以及从检测到的反馈代码分配反馈等级。

公开(公告)号：US20190312975A1

公开(公告)日：2019-10-10

申请号：US15949265

申请日：2018-04-10

Applicant: Avaya Inc.

Inventor： Edel Kelly ,  Patrick Crowley

IPC: H04M3/523 ,  H04M3/51

Abstract: Information is gathered in real-time from one or more information sources monitored by a contact center. For example, information may be gathered from social media sites and routing hardware in the contact center. The gathered information is about a product and/or service managed by the contact center. The gathered information is analyzed in real-time to determine a potential impact on communications with the contact center. For instance, the gathered information is analyzed to determine how it impacts voice calls in the contact center. The communications with the contact center are routed based on a skill group. In response to determining that there is a potential impact on the communications with the contact center, the system dynamically creates a new skill group and/or modifies the skill group. New communications are then routed to an agent in the new skill group and/or in the modified skill group.