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公开(公告)号：US10582055B2
公开(公告)日：2020-03-03
申请号：US15635168
申请日：2017-06-27
Inventor： David Beilis , Vasiliy Malakhov , Arnaud Lejeune
Abstract: In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.
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公开(公告)号：US09912812B2
公开(公告)日：2018-03-06
申请号：US14086933
申请日：2013-11-21
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
CPC classification number: H04M3/5175 , H04M3/42161 , H04M3/5183 , H04M2201/42 , H04M2203/158 , H04M2203/355 , H04M2203/408
Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.
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公开(公告)号：US20180063328A1
公开(公告)日：2018-03-01
申请号：US15253798
申请日：2016-08-31
Inventor： Josef Eric Eisner , David Beilis , Herbert Willi Artur Ristock
CPC classification number: H04M3/5183 , H04M3/5133 , H04M3/5175 , H04M3/5232 , H04M7/0024 , H04M7/003 , H04M2203/556
Abstract: A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.
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4.发明申请公开(公告)号：US20140177819A1
公开(公告)日：2014-06-26
申请号：US14086933
申请日：2013-11-21
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
IPC: H04M3/523
CPC classification number: H04M3/5175 , H04M3/42161 , H04M3/5183 , H04M2201/42 , H04M2203/158 , H04M2203/355 , H04M2203/408
Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.
Abstract translation: 一种用于通过图形用户界面为联络中心组成路由策略的系统和方法。 图形用户界面提供多个可选块和用于组合多个块中的选定块的工作空间。 多个块中的每个块与用于管理与联络中心的交互的逻辑相关联。 处理器接收相对于工作空间区域中的其他块的块中的一个的标识和工作空间区域中的位置的标识，并将识别的块放置在所识别的位置。 处理器基于工作空间区域中的块和工作区域中相对于彼此的块的位置来生成路由策略。 处理器还将工作区域中的块的布局存储为路由策略的路由图。 处理器根据激活的路由策略激活用于管理入站交互的路由策略。
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公开(公告)号：US10262317B2
公开(公告)日：2019-04-16
申请号：US14797061
申请日：2015-07-10
Inventor： David Beilis , Adrian Lee-Kwen
Abstract: A method for operating a mobile communication appliance enabled for Near Field Communication (NFC) has steps for (a) positioning the communication appliance and an article associated with a person, the article enabled for NFC and storing a unique identifier, within a near-field threshold; (b) acquiring by the communication appliance through NFC the unique digital identifier from the article; and (c) using the identifier to select and initiate a particular functionality of the communication appliance.
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Patent Agency Ranking
公开(公告)号：US10033868B2
公开(公告)日：2018-07-24
申请号：US15253759
申请日：2016-08-31
Inventor： Josef Eric Eisner , David Beilis , Herbert Willi Artur Ristock
Abstract: A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.
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公开(公告)号：US20180159983A1
公开(公告)日：2018-06-07
申请号：US15887505
申请日：2018-02-02
Inventor： Cliff Bell , Daniel Stoops , Sergey Fedorov , Herbert Willi Artur Ristock , David Beilis , Adrian Lee-Kwen
CPC classification number: H04M3/5235 , H04L63/0853 , H04M3/5166 , H04M3/5191 , H04M2203/2038 , H04M2203/6081 , H04M2203/651 , H04W4/14 , H04W12/06
Abstract: 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：US09992338B2
公开(公告)日：2018-06-05
申请号：US15253798
申请日：2016-08-31
Inventor： Josef Eric Eisner , David Beilis , Herbert Willi Artur Ristock
CPC classification number: H04M3/5183 , H04M3/5133 , H04M3/5175 , H04M3/5232 , H04M7/0024 , H04M7/003 , H04M2203/556
Abstract: A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.
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公开(公告)号：US09857936B2
公开(公告)日：2018-01-02
申请号：US15243857
申请日：2016-08-22
Inventor： David Beilis , Adrian Lee-Kwen
CPC classification number: G06F3/0481 , G06F3/00 , G06F9/54 , G06F9/546 , G06F17/212 , G06F17/30289 , G06F2203/04804 , G06F2209/545 , G09G5/377 , H04W88/02
Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.
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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
Inventor： Cliff Bell , Daniel Stoops , Sergey Fedorov , Herbert Ristock , David Beilis , Adrian Lee-Kwen
CPC classification number: H04M3/5235 , H04L63/0853 , H04M3/5166 , H04M3/5191 , H04M2203/2038 , H04M2203/6081 , H04M2203/651 , H04W4/14 , H04W12/06
Abstract: 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.
Abstract translation: 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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