公开(公告)号：US08885812B2

公开(公告)日：2014-11-11

申请号：US11376486

申请日：2006-03-15

申请人： Edwin Kenneth Margulies ,  Eli Ben Borodow ,  Ran Ezerzer ,  Ali Aljane ,  William Scott Seebauer

发明人： Edwin Kenneth Margulies ,  Eli Ben Borodow ,  Ran Ezerzer ,  Ali Aljane ,  William Scott Seebauer

IPC分类号： H04M3/00 ,  H04M3/523 ,  G06Q30/02

CPC分类号： H04M3/5232 ,  G06Q30/02 ,  H04M3/5233

摘要： Embodiments of the present invention provide a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user.

摘要翻译： 本发明的实施例提供了一种强大的客户服务环境，其采用“关键绩效指标”（KPI），其代表客户交互经验以及代理性能在交互互动的基础上的总体功效。 KPI可以是用于测量与呼叫中心交互相关的信息类别（例如，客户满意度或代理能力/性能）的任何度量。 来自客户体验的输入被编目并链接到一个或多个KPI。 关键性能指标与关键性能指标模板相关联，该模板与包含由关键性能指标模板驱动的路由规则，触发器和特定操作的项目相关联。 该项目可能是电话/ IVR项目，Web CallBack项目，电子邮件项目或聊天项目。 关键性能指标模板的执行触发来自呼叫中心用户的前，期间和/或后呼叫，-chat，-CallBack或 - 电话输入。

公开(公告)号：US08583466B2

公开(公告)日：2013-11-12

申请号：US11277125

申请日：2006-03-21

申请人： Edwin Kenneth Margulies ,  Eli Ben Borodow ,  Ran Ezerzer ,  Ali Aljane ,  William Scott Seebauer ,  Imed Yahmadi

发明人： Edwin Kenneth Margulies ,  Eli Ben Borodow ,  Ran Ezerzer ,  Ali Aljane ,  William Scott Seebauer ,  Imed Yahmadi

IPC分类号： G06Q10/00

CPC分类号： G06Q10/10 ,  G06Q10/06 ,  G06Q10/06316 ,  G06Q10/0633

摘要： The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.

摘要翻译： 本发明有助于创建和实现工作流模板，并且还指定了这些模板与处理不同媒体类型处理的具体项目之间的链接。 工作流模板用于自动生成用户界面视图，由代理人，知识型员工，主管和客户使用。 这样的工作流模板提供了创建，定义和存储每个工作流项目的名称和定义以及“触发点”的方法。 使用文档时的触发点也是在创建模板时确定的。 此外，在创建工作流模板时，管理员可以指示系统保存与可以保存为XML，EDI，JSP，CGI，VXML等的模板关联的脚本，以便能够自动生成文档或逻辑流一致 与客户的预期互动的目标媒体类型。