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公开(公告)号：US20170214798A1
公开(公告)日：2017-07-27
申请号：US15470768
申请日：2017-03-27
CPC分类号： H04M3/5233 , H04M3/5175 , H04M3/53333 , H04M2203/2077 , H04M2203/401 , H04M2203/402 , H04M2203/403
摘要： A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
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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：US10158757B2
公开(公告)日：2018-12-18
申请号：US15224298
申请日：2016-07-29
摘要： A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.
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公开(公告)号：US10154138B2
公开(公告)日：2018-12-11
申请号：US15224143
申请日：2016-07-29
摘要： A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
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公开(公告)号：US09900437B2
公开(公告)日：2018-02-20
申请号：US15594211
申请日：2017-05-12
CPC分类号： H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
摘要： A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
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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：US09654637B2
公开(公告)日：2017-05-16
申请号：US14470898
申请日：2014-08-27
CPC分类号： H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
摘要： A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
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公开(公告)号：US10440185B2
公开(公告)日：2019-10-08
申请号：US14795563
申请日：2015-07-09
发明人： Herbert Willi Artur Ristock , Merijn te Booij , Vladimir Mezhibovsky , David Anderson , Yevgeniy Petrovykh
摘要： A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.
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9.发明申请公开(公告)号：US20190058794A1
公开(公告)日：2019-02-21
申请号：US16168954
申请日：2018-10-24
摘要： A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
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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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