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公开(公告)号：US20180013890A1
公开(公告)日：2018-01-11
申请号：US15714913
申请日：2017-09-25
发明人： Matthew J. Surridge , Andrew T.C. Verrall , Cameron David Smith , Gregory J. Hedges , Merijn te Booij
CPC分类号： H04M3/5175 , G06Q10/063112 , H04M3/5233 , H04M2203/401
摘要： A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
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公开(公告)号：US09774737B2
公开(公告)日：2017-09-26
申请号：US15206501
申请日：2016-07-11
发明人： Matthew J. Surridge , Andrew T. C. Verrall , Cameron David Smith , Gregory J. Hedges , Merijn te Booij
CPC分类号： H04M3/5175 , G06Q10/063112 , H04M3/5233 , H04M2203/401
摘要： A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
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公开(公告)号：US20160323447A1
公开(公告)日：2016-11-03
申请号：US15206501
申请日：2016-07-11
发明人： Matthew J. Surridge , Andrew T.C. Verrall , Cameron David Smith , Gregory J. Hedges , Merijn te Booij
CPC分类号： H04M3/5175 , G06Q10/063112 , H04M3/5233 , H04M2203/401
摘要： A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
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公开(公告)号：US09392116B2
公开(公告)日：2016-07-12
申请号：US14141405
申请日：2013-12-26
发明人： Matthew J. Surridge , Andrew T.C. Verrall , Cameron David Smith , Gregory J. Hedges , Merijn te Booij
CPC分类号： H04M3/5175 , G06Q10/063112 , H04M3/5233 , H04M2203/401
摘要： A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
摘要翻译： 用于通过联络中心管理客户体验的系统和方法，该联络中心获取关于客户，联络中心的代理人和由联络中心代表的组织的可用数据，用于识别与客户的额外对话/互动的机会 在这些额外的对话/互动中，一次和预期能够最大限度地提高组织结果的资源。 处理器被配置为识别客户和联络中心之间的交互的快速和/或隐含意图。 还确定了与快速和/或隐含意图相关的业务目标，用于确定联络中心的当前性能并确定任何性能差距。 联络中心目标是根据其处理明确和/或隐含意图的表现以及所识别的绩效差距来确定的。 然后选择可用的一个已识别目标，以将交互路由到目标。
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公开(公告)号：US10135982B2
公开(公告)日：2018-11-20
申请号：US15714913
申请日：2017-09-25
发明人： Matthew J. Surridge , Andrew T. C. Verrall , Cameron David Smith , Gregory J. Hedges , Merijn te Booij
摘要： A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
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