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公开(公告)号：US10346785B2
公开(公告)日：2019-07-09
申请号：US14451310
申请日：2014-08-04
发明人： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
摘要： Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.
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2.发明申请公开(公告)号：US20190026676A1
公开(公告)日：2019-01-24
申请号：US16139662
申请日：2018-09-24
发明人： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
摘要： An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.
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公开(公告)号：US20180375998A1
公开(公告)日：2018-12-27
申请号：US15635168
申请日：2017-06-27
发明人： David Beilis , Vasiliy Malakhov , Arnaud Lejeune
CPC分类号： H04M3/5175 , H04L51/02 , H04L51/043 , H04L51/14 , H04L67/22 , H04M3/42382 , H04M3/5191 , H04M2203/401 , H04M2203/404
摘要： 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：US11200485B2
公开(公告)日：2021-12-14
申请号：US16714499
申请日：2019-12-13
摘要： A method of anticipating user action by a contact center system based on machine learning includes receiving, by a processor of the contact center system, a first signal from an end user device in communication with the contact center system, the first signal being indicative of an event associated with a user journey, the user journey including a plurality of events, identifying, by the processor, a subset of the plurality of events of the user journey as a plurality of input events, predicting, by the processor, a next event associated with the user journey based on the plurality of input events; and generating, by the processor, a second signal for transmission to the end user device, the second signal including data corresponding to the next event.
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5.发明申请SYSTEM AND METHOD FOR PROVIDING DYNAMIC RECOMMENDATIONS BASED ON INTERACTIONS IN RETAIL STORES 审中-公开基于零售店相互作用的动态推荐系统和方法公开(公告)号：US20150348163A1
公开(公告)日：2015-12-03
申请号：US14451322
申请日：2014-08-04
发明人： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
IPC分类号： G06Q30/06
CPC分类号： G06Q10/06393 , G06Q10/0639 , G06Q30/0201 , G06Q30/0601 , G06Q30/0613 , G06Q30/0631 , H04M3/5175 , H04M3/5191
摘要： An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.
摘要翻译： 可在零售商店中操作的最终用户装置记录保存在零售商店中的语音对话。 记录被发送到服务器以将其与来自多个其他零售商店的其他对话的记录进行比较。 服务器根据比较建议。 本发明的实施例还涉及一种分析系统，其收集与多个联络中心相关联的各种虚拟或实体零售商店的实时度量数据。 系统对收集的指标数据执行实时分析，以识别产品或服务。 处理器将基于实时分析，修改由特定零售商店提供的先前服务或产品，以及所标识的服务或产品。 处理器推送经修改的服务或产品以在特定零售商店中的最终用户设备上使用显示。
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公开(公告)号：US11140269B2
公开(公告)日：2021-10-05
申请号：US16805449
申请日：2020-02-28
发明人： Vitaly Y. Barinov , Vitaliy Teryoshin , Yevgeniy Petrovykh , Arnaud Lejeune , Herbert Willi Artur Ristock
摘要： A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.
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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
发明人： David Beilis , Vasiliy Malakhov , Arnaud Lejeune
摘要： 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：US10102491B2
公开(公告)日：2018-10-16
申请号：US14451338
申请日：2014-08-04
发明人： Christopher Connolly , Chad David Hendren , Arnaud Lejeune , Eric Tamblyn , Simon Wright , Yochai Konig
摘要： A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information.
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公开(公告)号：US20150350435A1
公开(公告)日：2015-12-03
申请号：US14451338
申请日：2014-08-04
发明人： Christopher Connolly , Chad David Hendren , Arnaud Lejeune , Eric Tamblyn , Simon Wright , Yochai Konig
CPC分类号： G06Q10/06393 , G06Q10/0639 , G06Q30/0601 , G06Q30/0613
摘要： A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information.
摘要翻译： 一旦客户知道客户的匿名在线体验并将其与客户相关联的系统和方法。 服务器监视和聚合客户和网站之间匿名互动的数据。 收集的数据与代码相关联地存储在数据存储器中。 当收集数据时，服务器检测到触发事件的发生，并且响应于检测到触发事件而将代码提供给客户。 当客户在零售商店提供代码时，零售商店设备将包含代码的消息发送到服务器。 零售商店设备还提供客户的其他身份信息。 然后，服务器可以基于识别信息将匿名数据与客户相关联。
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公开(公告)号：US11755978B2
公开(公告)日：2023-09-12
申请号：US16139662
申请日：2018-09-24
发明人： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
IPC分类号： G06Q30/00 , G06Q10/0639 , G06Q30/0201 , G06Q30/0601 , H04M3/51
CPC分类号： G06Q10/06393 , G06Q10/0639 , G06Q30/0201 , G06Q30/0631 , H04M3/5175 , H04M3/5191 , G06Q30/0601 , G06Q30/0613
摘要： An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.
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