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公开(公告)号：US20170118345A1
公开(公告)日：2017-04-27
申请号：US15339838
申请日：2016-10-31
发明人： Juergen Tolksdorf
CPC分类号： H04M3/5232 , H04M3/42068 , H04M3/5133 , H04M3/523 , H04M3/5238 , H04M2203/2088 , H04M2203/551 , H04M2203/558
摘要： A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.
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公开(公告)号：US09432509B2
公开(公告)日：2016-08-30
申请号：US14672073
申请日：2015-03-27
发明人： Juergen Tolksdorf
CPC分类号： H04M3/5166 , H04M3/493 , H04M3/4936 , H04M3/527 , H04M3/5307
摘要： A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.
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公开(公告)号：US20140161249A1
公开(公告)日：2014-06-12
申请号：US13711463
申请日：2012-12-11
发明人： Juergen Tolksdorf
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M3/42068 , H04M3/5133 , H04M3/523 , H04M3/5238 , H04M2203/2088 , H04M2203/551 , H04M2203/558
摘要： A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.
摘要翻译： 在来自同一呼叫者的先前呼叫之后处理对联络中心的呼叫的系统和方法被断开。 在示例性实施例中，在先前呼叫期间连接到代理的呼叫者可以被放置在相同代理的路由路径中，在先前呼叫期间向系统提供信息的呼叫者可能不需要再次提供信息 ，并且等待代理的路由路径中的呼叫者可能被放置在在路由路径中花费较少时间的其他呼叫者之前。
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公开(公告)号：US10171665B2
公开(公告)日：2019-01-01
申请号：US15339838
申请日：2016-10-31
发明人： Juergen Tolksdorf
摘要： A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.
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公开(公告)号：US10007919B2
公开(公告)日：2018-06-26
申请号：US14588407
申请日：2014-12-31
发明人： Juergen Tolksdorf , Christopher Connolly , Charlotte Toerck , Merijn te Booij , Herbert Willi Artur Ristock , Robert Kassel , John Keyes
CPC分类号： G06Q30/016
摘要： A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.
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公开(公告)号：US20150207934A1
公开(公告)日：2015-07-23
申请号：US14672073
申请日：2015-03-27
发明人： Juergen Tolksdorf
CPC分类号： H04M3/5166 , H04M3/493 , H04M3/4936 , H04M3/527 , H04M3/5307
摘要： A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.
摘要翻译： 用于生成用于联络中心的音频消息的系统和方法。 客户可以指定消息内容，并且提供语音规范，其可以标识优选的语音艺术家和包括消息的语言，重音和音调的音频消息的其他方面。 该服务可能会产生录音并将其提供给客户。
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公开(公告)号：US09485360B2
公开(公告)日：2016-11-01
申请号：US13711463
申请日：2012-12-11
发明人： Juergen Tolksdorf
CPC分类号： H04M3/5232 , H04M3/42068 , H04M3/5133 , H04M3/523 , H04M3/5238 , H04M2203/2088 , H04M2203/551 , H04M2203/558
摘要： A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.
摘要翻译： 在来自同一呼叫者的先前呼叫之后处理对联络中心的呼叫的系统和方法被断开。 在示例性实施例中，在先前呼叫期间连接到代理的呼叫者可以被放置在相同代理的路由路径中，在先前呼叫期间向系统提供信息的呼叫者可能不需要再次提供信息 ，并且等待代理的路由路径中的呼叫者可能被放置在在路由路径中花费较少时间的其他呼叫者之前。
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公开(公告)号：US09001975B2
公开(公告)日：2015-04-07
申请号：US13711480
申请日：2012-12-11
发明人： Juergen Tolksdorf
CPC分类号： H04M3/5166 , H04M3/493 , H04M3/4936 , H04M3/527 , H04M3/5307
摘要： A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.
摘要翻译： 用于生成用于联络中心的音频消息的系统和方法。 客户可以指定消息内容，并且提供语音规范，其可以标识优选的语音艺术家和包括消息的语言，重音和音调的音频消息的其他方面。 该服务可能会产生录音并将其提供给客户。
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公开(公告)号：US20140161237A1
公开(公告)日：2014-06-12
申请号：US13711480
申请日：2012-12-11
发明人： Juergen Tolksdorf
IPC分类号： H04M3/487
CPC分类号： H04M3/5166 , H04M3/493 , H04M3/4936 , H04M3/527 , H04M3/5307
摘要： A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.
摘要翻译： 用于生成用于联络中心的音频消息的系统和方法。 客户可以指定消息内容，并且提供语音规范，其可以标识优选的语音艺术家和包括消息的语言，重音和音调的音频消息的其他方面。 该服务可能会产生录音并将其提供给客户。
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公开(公告)号：US20180300732A1
公开(公告)日：2018-10-18
申请号：US16014951
申请日：2018-06-21
发明人： Juergen Tolksdorf , Christopher Connolly , Charlotte Toerck , Merijn te Booij , Herbert Willi Artur Ristock , Robert Kassel , John Keyes
IPC分类号： G06Q30/00
摘要： A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.
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