公开(公告)号：US08972507B1

公开(公告)日：2015-03-03

申请号：US13011518

申请日：2011-01-21

申请人： Chad David Hendren ,  Michelle Mason Winston ,  Kevin Todd Welch ,  Jerry Ehrenberg

发明人： Chad David Hendren ,  Michelle Mason Winston ,  Kevin Todd Welch ,  Jerry Ehrenberg

IPC分类号： H04L12/00 ,  H04L12/12

CPC分类号： H04L51/046 ,  G06F17/30386 ,  H04L12/12 ,  H04L12/1818 ,  H04L41/5074 ,  H04L51/04 ,  H04L65/1069 ,  H04L65/1089 ,  H04L67/02 ,  H04L67/141 ,  H04L69/14

摘要： An agent-assisted and directed web-channel customer care apparatus, method, and computer program is provided to receive, from a first device, an inbound message via an inbound messaging channel and create a web session utilizing a web session server. Session identification is received from the web session server and a unique identifier is transmitted to the first device in order for a second device to connect to an agent device via a web session. Communications is simultaneously maintained with the first and second device via the inbound messaging channel and the web session.

公开(公告)号：US08868424B1

公开(公告)日：2014-10-21

申请号：US12028093

申请日：2008-02-08

申请人： Michael J. Moore ,  Edgar J. Leon ,  Michelle Mason Winston ,  Nancy Bergantzel ,  Bruce Pollock

发明人： Michael J. Moore ,  Edgar J. Leon ,  Michelle Mason Winston ,  Nancy Bergantzel ,  Bruce Pollock

IPC分类号： G01L21/00

CPC分类号： G06F17/30976 ,  G06F17/279 ,  G10L15/22 ,  H04M3/2218 ,  H04M3/493

摘要： A method, a system, and computer readable medium comprising instructions for analyzing data of a speech application are provided. The method comprises defining a set of data collection objects for a call flow in a speech application, collecting data using the set of data collection objects during execution of the speech application, and analyzing the data using a benchmarking and bootstrapping engine, storing the data in a repository, and presenting the data for analysis.

摘要翻译： 提供了一种包括用于分析语音应用的数据的指令的方法，系统和计算机可读介质。 该方法包括定义用于语音应用中的呼叫流的一组数据收集对象，在语音应用的执行期间使用该组数据收集对象收集数据，以及使用基准和引导引擎来分析数据，将数据存储在 存储库，并提供数据进行分析。