公开(公告)号：US20100017263A1

公开(公告)日：2010-01-21

申请号：US12300494

申请日：2007-05-15

申请人： Dror Zernik ,  Moshe Avlagon ,  Hovav Lapidot

发明人： Dror Zernik ,  Moshe Avlagon ,  Hovav Lapidot

IPC分类号： G06Q10/00 ,  G06Q50/00 ,  G06Q30/00 ,  G06N5/02 ,  G06F17/30 ,  G06F17/40

CPC分类号： H04M3/5175 ,  G06Q30/02 ,  G06Q30/0202 ,  G06Q30/0244

摘要： The present invention relates to a corporation call center system having real time capabilities, which comprises: (a) storage for at least a portion of the operational database of the corporation; (b) analysis module for analyzing the data of said storage, and forming model tables describing some selling and purchasing pattern of behavior as realized from prior knowledge, and model engine programs for operating with said model tables; (c) model engine programs for: (c.1.) initially, and in real time during a specific interaction with a customer, substituting real values relating to said specific interaction in said model tables, and determining respectively a most valuable parameter for the corporation or a ranking list of most valuable parameters which has to be obtained from said customer, and providing the same to a real time engine for introduction in real time to said customer; and (c.2.) upon receipt of real, value for said most valuable parameter from the customer, determining in real time by using said model tables a most attractive product or a ranking list of most attractive products, and conveying the same to said real time engine for introduction as an offer to said customer; (d) a real time engine for: (d.1.) during said interaction of an agent with a specific customer, receiving from said model engine programs either said most valuable parameter for the corporation or said ranking list of most valuable parameters, and introducing the same as a real time message to the agent for questioning by the agent from the client a real value for the same, and upon receipt of said real value from said agent, conveying it to said model engine programs; (d.2.) receiving from said model engine programs an indication relating to a most attractive product or a ranking list of most attractive products, and initiating in real time a respective message to the agent notifying him to offer the customer one or more of said most attractive products.

公开(公告)号：US20080155493A1

公开(公告)日：2008-06-26

申请号：US11644436

申请日：2006-12-22

申请人： Dror Zernik

发明人： Dror Zernik

IPC分类号： G06F9/00 ,  G06F9/44

CPC分类号： G06F9/465 ,  G06F2209/463

摘要： Method for allowing invariant identification of selected objects displayed during the execution of an object oriented application, by another application. According to the proposed method, a tag generator is determined, for uniquely tagging each of the selected objects and then the tag generator generates a plurality of different and unique tags. Access of object generating functions in the source code of the application, to a collection of different and unique tags is established. A unique tag from that collection is automatically attached to the object, such that the attached tag is added to the attributes of the selected object, whenever a selected object that should be invariantly identified is generated during the execution of the application. This way, the another application is allowed to identify and access one or more objects through an interface of the application, according to their corresponding unique tags, which are invariant across all application invocations and updates.

摘要翻译： 用于允许在由面向对象的应用执行期间显示的所选对象的不变式识别的方法。 根据所提出的方法，确定标签发生器，用于唯一地标记所选择的对象中的每一个，然后标签发生器生成多个不同且唯一的标签。 建立了将应用程序的源代码中的对象生成函数访问到不同和唯一标签的集合。 来自该集合的唯一标签将自动附加到对象，以便每当在应用程序执行期间生成应该不变地标识的选定对象时，将附加的标签添加到所选对象的属性。 这样，根据应用程序的所有应用程序调用和更新不变的相应的唯一标签，允许另一个应用程序通过应用程序的接口来识别和访问一个或多个对象。

公开(公告)号：US20060032905A1

公开(公告)日：2006-02-16

申请号：US10518095

申请日：2003-06-13

申请人： Alon Bear ,  Dror Zernik

发明人： Alon Bear ,  Dror Zernik

IPC分类号： G06K5/00

CPC分类号： H04M1/2478 ,  G06K7/0008 ,  G06K19/07 ,  H04M1/2535 ,  H04M1/7253 ,  H04M1/72547 ,  H04M2250/02 ,  H04M2250/14

摘要： A smart card device is provided which may be directly hooked to a network or Internet via a phone or other communication interfaces. The smart card device includes a smart card reader and a communications interface, such as a MODEM, (54) an infra-red interface, RF, tone, or an Ethernet interface, and a minimal device controller. (52) A system and method for remotely verifying the identification (authentication) of the user of a smart card are also provided, and for completing the remote transaction. The invention supports two key functions (remote authentication and remote secure transaction) which can be carried out while the communication is not interrupted, and specifically (in the case of the telephone) while the call is in progress.

摘要翻译： 提供了智能卡设备，其可以通过电话或其他通信接口直接挂接到网络或因特网。 智能卡设备包括智能卡读取器和通信接口，例如MODEM，（54）红外接口，RF，音调或以太网接口以及最小的设备控制器。 （52）还提供用于远程验证智能卡的用户的识别（认证）的系统和方法，并且用于完成远程交易。 本发明支持当通话不中断时可以进行的两个关键功能（远程认证和远程安全交易），并且具体地（在电话的情况下）在呼叫进行中。

公开(公告)号：US09883034B2

公开(公告)日：2018-01-30

申请号：US12300494

申请日：2007-05-15

申请人： Dror Zernik ,  Moshe Avlagon ,  Hovav Lapidot

发明人： Dror Zernik ,  Moshe Avlagon ,  Hovav Lapidot

IPC分类号： G06Q10/00 ,  H04M3/51 ,  G06Q30/02

CPC分类号： H04M3/5175 ,  G06Q30/02 ,  G06Q30/0202 ,  G06Q30/0244

摘要： The present invention relates to a corporation call center system having real time capabilities, which comprises: (a) storage for at least a portion of the operational database of the corporation; (b) analysis module for analyzing the data of said storage, and forming model tables describing some selling and purchasing pattern of behavior as realized from prior knowledge, and model engine programs for operating with said model tables; (c) model engine programs for: (c.1.) initially, and in real time during a specific interaction with a customer, substituting real values relating to said specific interaction in said model tables, and determining respectively a most valuable parameter for the corporation or a ranking list of most valuable parameters which has to be obtained from said customer, and providing the same to a real time engine for introduction in real time to said customer; and (c.2.) upon receipt of real, value for said most valuable parameter from the customer, determining in real time by using said model tables a most attractive product or a ranking list of most attractive products, and conveying the same to said real time engine for introduction as an offer to said customer; (d) a real time engine for: (d.1.) during said interaction of an agent with a specific customer, receiving from said model engine programs either said most valuable parameter for the corporation or said ranking list of most valuable parameters, and introducing the same as a real time message to the agent for questioning by the agent from the client a real value for the same, and upon receipt of said real value from said agent, conveying it to said model engine programs; (d.2.) receiving from said model engine programs an indication relating to a most attractive product or a ranking list of most attractive products, and initiating in real time a respective message to the agent notifying him to offer the customer one or more of said most attractive products.

公开(公告)号：US20120263291A1

公开(公告)日：2012-10-18

申请号：US13462081

申请日：2012-05-02

申请人： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

发明人： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

IPC分类号： H04M3/00

CPC分类号： G06Q10/10 ,  G06Q30/02 ,  H04M3/51

摘要： A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and an adaptive, self learning module, for: monitoring interactions with customers; upon completion of each interaction, recording a corresponding set of full interaction details, which includes rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and using an adaptive engine, periodically analyzing said sets of recorded full interaction details, and producing one or more modified rules having modified rule, parameters, and enforcing said modified rules over future interactions with customers.

摘要翻译： 呼叫中心系统优化与客户交互执行的规则，包括：基础设施，包括用于处理与客户的交互的模块，以及用于至少维护与所述客户的通信的硬件; 包括一个或多个规则参数的管理规则，在与客户的所有交互期间执行交互行为; 以及一个自适应的自我学习模块，用于：监控与客户的互动; 在完成每次交互后，记录相应的一组完整的交互细节，其中包括在所述交互期间执行的规则参数以及特定于该交互的那些附加交互参数; 并且使用自适应引擎，周期性地分析所述记录的全部交互细节集合，以及产生具有修改的规则，参数的一个或多个修改的规则，以及在将来与客户的交互中执行所述修改的规则。

公开(公告)号：US20100257443A1

公开(公告)日：2010-10-07

申请号：US12746650

申请日：2007-12-10

申请人： Dror Zernik ,  Itai Nahshon ,  Shahar Nanes

发明人： Dror Zernik ,  Itai Nahshon ,  Shahar Nanes

IPC分类号： G06F17/21 ,  G06F17/24

CPC分类号： G06F17/24

摘要： The present invention relates to a system for the preparation of an extended, two layer document, said extended document forms a single package which comprises a text document and a meta-data layer program attached to it, said system comprises a meta-data layer editor, which in turn comprises: (a) a document connector module for receiving a text document, and for parsing the document to document elements; (b) rules editor for defining rules concerning the content of each meta-data layer element, rules concerning to the form of appearance of each meta-data layer element, and action rules concerning conditions for activation of meta-data layer elements, wherein meta-data layer elements correspond to selected document elements of said locked text document; (c) program generator for generating from said rules an intermediate meta-data layer program; and wherein said system further comprises at least one converter for receiving a copy of said locked document and also receiving said intermediate program from said program generator, and for converting the same to said two layer extended document.

摘要翻译： 本发明涉及一种用于制备扩展的两层文件的系统，所述扩展文档形成包括文本文档和连接到其的元数据层程序的单个包，所述系统包括元数据层编辑器 ，其又包括：（a）用于接收文本文档以及用于将文档解析为文档元素的文档连接器模块; （b）用于定义关于每个元数据层元素的内容的规则的规则编辑器，关于每个元数据层元素的出现形式的规则，以及关于激活元数据层元素的条件的动作规则，其中元 数据层元素对应于所述被锁定的文本文档的所选择的文档元素; （c）用于从所述规则生成中间元数据层程序的程序生成器; 并且其中所述系统还包括至少一个转换器，用于接收所述锁定文档的副本，并且还从所述程序生成器接收所述中间程序，并将其转换为所述两层扩展文档。

公开(公告)号：US20080279363A1

公开(公告)日：2008-11-13

申请号：US11801392

申请日：2007-05-09

申请人： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

发明人： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

IPC分类号： H04M3/00

CPC分类号： G06Q10/10 ,  G06Q30/02 ,  H04M3/51

摘要： The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.3) using an adaptive engine, periodically analyzing one or more of said sets of recorded full interaction details, and producing one or more modified rules having modified rule parameters, and enforcing said modified rules over future interactions with customers.

摘要翻译： 本发明涉及一种具有自动装置的呼叫中心系统，用于优化与客户交互执行的那些规则，所述系统包括：（a）包括用于至少处理与客户的交互的CRM模块的基础设施，以及用于 至少保持与所述客户的沟通; （b）管理规则，每个规则包括一个或多个规则参数，所述规则参数在与客户的所有交互期间执行交互行为; （c）自适应自学模块，用于：（c.1）监测与客户的所有交互; （c.2）在完成每次互动后，记录相应的一组完整交互细节，所述完整交互细节集合包括在所述交互期间执行的那些规则参数以及特定于该交互的附加交互参数; 和（c.3）使用自适应引擎，周期性地分析所述一组记录的全部交互细节中的一个或多个，以及产生具有修改的规则参数的一个或多个修改的规则，以及在将来与客户的交互中执行所述修改的规则。

公开(公告)号：US20120177196A1

公开(公告)日：2012-07-12

申请号：US13426645

申请日：2012-03-22

申请人： Omer GEVA ,  Moshe Avlagon ,  Horav Lapidot ,  Dror Zernik

发明人： Omer GEVA ,  Moshe Avlagon ,  Horav Lapidot ,  Dror Zernik

IPC分类号： H04M3/00

CPC分类号： H04M3/51 ,  H04M3/5175

摘要： A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

摘要翻译： 描述了用于监视和指导呼叫中心的代理的系统和计算机实现的方法。 该方法包括在代理和客户之间的交互呼叫期间接收与交互相关联的实时数据; 由呼叫分析系统检索代理的性能特征; 使用代理的性能简档和与交互相关联的实时数据来确定是否应该向代理发送纠正动作警报，并且如果确定了在交互期间生成并将该警报发送到代理的终端。

公开(公告)号：US08194848B2

公开(公告)日：2012-06-05

申请号：US11801392

申请日：2007-05-09

申请人： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

发明人： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： G06Q10/10 ,  G06Q30/02 ,  H04M3/51

摘要： The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.3) using an adaptive engine, periodically analyzing one or more of said sets of recorded full interaction details, and producing one or more modified rules having modified rule parameters, and enforcing said modified rules over future interactions with customers.

摘要翻译： 本发明涉及一种具有自动装置的呼叫中心系统，用于优化与客户交互执行的那些规则，所述系统包括：（a）包括用于至少处理与客户的交互的CRM模块的基础设施，以及用于 至少保持与所述客户的沟通; （b）管理规则，每个规则包括一个或多个规则参数，所述规则参数在与客户的所有交互期间执行交互行为; （c）自适应自学模块，用于：（c.1）监测与客户的所有交互; （c.2）在完成每次互动后，记录相应的一组完整交互细节，所述完整交互细节集合包括在所述交互期间执行的那些规则参数以及特定于该交互的附加交互参数; 和（c.3）使用自适应引擎，周期性地分析所述一组记录的全部交互细节中的一个或多个，以及产生具有修改的规则参数的一个或多个修改的规则，以及在将来与客户的交互中执行所述修改的规则。

公开(公告)号：US20120101970A1

公开(公告)日：2012-04-26

申请号：US13380078

申请日：2010-06-22

申请人： Dror Zernik ,  Hanan Lavy

发明人： Dror Zernik ,  Hanan Lavy

IPC分类号： G06N5/00

CPC分类号： H04L63/1408 ,  G06Q10/10 ,  H04L67/14 ,  H04L67/148

摘要： A method of classifying an examined user monitoring communication in at least one virtual environment. The method comprises providing a plurality of multisessions each held in a plurality of occasions between the examined user and another one of plurality of users, indentifying at least one communication pattern of the examined user by contextual data extracted from the plurality of multisessions, classifying at least one of said plurality of multisessions and the examined user according to the at least one communication pattern, and outputting a notification indicative of said classification.

摘要翻译： 一种在至少一个虚拟环境中对所检查的用户监视通信进行分类的方法。 该方法包括提供多个多会话，每个会话在被检查的用户与多个用户中的另一个之间的多个场合中保持，通过从多个会话中提取的上下文数据来识别被检查用户的至少一个通信模式，至少分类 根据所述至少一个通信模式，所述多个会话中的一个和被检查的用户，并且输出指示所述分类的通知。