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公开(公告)号：US10171672B2
公开(公告)日：2019-01-01
申请号：US15887505
申请日：2018-02-02
发明人： Cliff Bell , Daniel Stoops , Sergey Fedorov , Herbert Willi Artur Ristock , David Beilis , Adrian Lee-Kwen
摘要： A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
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公开(公告)号：US09723145B2
公开(公告)日：2017-08-01
申请号：US14726471
申请日：2015-05-30
发明人： Cliff Bell , Daniel Stoops , Steve O'Donoghue , Herbert Ristock
CPC分类号： H04M3/5175 , G06Q10/06393 , G06Q10/06398
摘要： A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.
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3.发明申请SYSTEM AND METHOD FOR ANALYSIS AND CORRELATION OF SCORING AND CUSTOMER SATISFACTION 有权用于分析和客户满意度分析和关联的系统和方法公开(公告)号：US20160352900A1
公开(公告)日：2016-12-01
申请号：US14726471
申请日：2015-05-30
发明人： Cliff Bell , Daniel Stoops , Steve O'Donoghue , Herbert Ristock
CPC分类号： H04M3/5175 , G06Q10/06393 , G06Q10/06398
摘要： A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.
摘要翻译： 系统和方法包括提供客户和代理之间的交互的联络中心。 分析服务器与联络中心连接，以解析交互的文本，并根据解析的文本确定交互的意图和主题。 分析服务器基于将意图和主题与意图和与显式调查分数相关联的交互的主题进行比较来确定交互的隐含调查分数。
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公开(公告)号：US20160337403A1
公开(公告)日：2016-11-17
申请号：US14708974
申请日：2015-05-11
发明人： Daniel Stoops , James Kraeulter , Cliff Bell
IPC分类号： H04L29/06
CPC分类号： H04L63/083 , H04L63/08 , H04L63/0861 , H04L2463/082 , H04W12/06
摘要： A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.
摘要翻译： 一种系统，包括包括处理器的编排服务器，所述编排服务器用于接收认证因素。 规则引擎与编排服务器连接，编排将认证因素发送到规则引擎，并从规则引擎请求认证决策。 基于所接收的认证因素和规则集，规则引擎将认证决定发送到业务流程服务器。
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公开(公告)号：US20190141039A1
公开(公告)日：2019-05-09
申请号：US16180276
申请日：2018-11-05
发明人： Daniel Stoops , Cliff Bell
摘要： A system and method are presented for the re-authentication of asynchronous messaging, specifically within enterprise to consumer communications. A third-party enterprise messaging server may be used as a conduit for a messaging service allowing for customer interaction with a business. The messaging server can append a re-authentication process for customers once a customer has been authenticated by the enterprise. Each time a customer resumes an interaction exceeding a timeout threshold, the messaging server invokes its re-authentication process. Lapsed interactions may be treated as continuous without having the customer re-authenticate through the enterprise specific authentication.
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公开(公告)号：US09961076B2
公开(公告)日：2018-05-01
申请号：US14708974
申请日：2015-05-11
发明人： Daniel Stoops , James Kraeulter , Cliff Bell
CPC分类号： H04L63/083 , H04L63/08 , H04L63/0861 , H04L2463/082 , H04W12/06
摘要： A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.
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公开(公告)号：US20170034353A1
公开(公告)日：2017-02-02
申请号：US14812607
申请日：2015-07-29
发明人： Cliff Bell , Daniel Stoops , Sergey Fedorov , Herbert Ristock , David Beilis , Adrian Lee-Kwen
CPC分类号： H04M3/5235 , H04L63/0853 , H04M3/5166 , H04M3/5191 , H04M2203/2038 , H04M2203/6081 , H04M2203/651 , H04W4/14 , H04W12/06
摘要： A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
摘要翻译： 系统包括联络中心，以提供客户与联络中心的代理工作站之间的交互。 联络中心网络将来自移动设备的呼叫连接到交互式语音应答应用。 移动互动平台从移动设备收集认证信息，以使用移动设备认证客户。 短消息服务平台发送链接以将移动设备连接到移动应用。 移动参与服务器基于收集的认证信息来认证用于移动应用的移动设备的客户。
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公开(公告)号：US20160182720A1
公开(公告)日：2016-06-23
申请号：US14577879
申请日：2014-12-19
CPC分类号： G06Q30/0246 , G06Q10/109 , G06Q10/1093 , G06Q30/01 , G06Q30/0256 , G06Q30/0264 , G06Q30/0277 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2203/402
摘要： A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.
摘要翻译： 系统和方法包括企业的客户参与平台。 客户参与平台被配置为与受众计算机连接并向观众提供与营销归属相关联的联系信息。 营销归因伴随着给观众电脑的印象。 与企业进行互动时，将与联系信息相关联的印象和营销归属信息发送给客户参与平台。
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公开(公告)号：US10313341B2
公开(公告)日：2019-06-04
申请号：US15944621
申请日：2018-04-03
发明人： Daniel Stoops , James Kraeulter , Cliff Bell
摘要： A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.
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公开(公告)号：US10152727B2
公开(公告)日：2018-12-11
申请号：US15345362
申请日：2016-11-07
摘要： A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.
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