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公开(公告)号：US10607167B2
公开(公告)日：2020-03-31
申请号：US14882399
申请日：2015-10-13
发明人： Herbert Willi Artur Ristock , Adrian Lee-Kwen , David Beilis , Christopher Connolly , Liyuan Qiao , Merijn te Booij , James Kraeutler
摘要： Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
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公开(公告)号：US10447859B2
公开(公告)日：2019-10-15
申请号：US15968632
申请日：2018-05-01
摘要： A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.
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公开(公告)号：US10346635B2
公开(公告)日：2019-07-09
申请号：US15169317
申请日：2016-05-31
摘要： Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.
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公开(公告)号：US10289817B2
公开(公告)日：2019-05-14
申请号：US14859198
申请日：2015-09-18
发明人： Herbert Willi Artur Ristock , Brian Galvin , S. Michael Perlmutter , Andriy Vladimirovich Ryabchun
摘要： A conferencing application executing on a computerized appliance from a machine-readable medium, the computerized appliance coupled to one or more networks is provided, the application including functionality for responding to requests to join a conference, and for enabling requesters as participants, functionality for receiving and rendering text, voice or video data from each registered participant as text, voice or video data to be transmitted to individual ones of other participants, functionality for controlling which received text, voice or video data is transmitted to which participants, and functionality for receiving and executing instructions from a trust authority.
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公开(公告)号：US10277744B2
公开(公告)日：2019-04-30
申请号：US15890293
申请日：2018-02-06
摘要： A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.
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公开(公告)号：US10171672B2
公开(公告)日：2019-01-01
申请号：US15887505
申请日：2018-02-02
发明人： Cliff Bell , Daniel Stoops , Sergey Fedorov , Herbert Willi Artur Ristock , David Beilis , Adrian Lee-Kwen
摘要： 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：US10127321B2
公开(公告)日：2018-11-13
申请号：US14629481
申请日：2015-02-23
发明人： Bharath Aravamudhan , Conor McGann , Anand Pai Krishnanand Nitin , Bohdan Klepar , Andriy V. Ryabchun , Gordon Bell , Francisco Gutierrez , Josef Eric Eisner , Nikolay I. Korolev , Herbert Willi Artur Ristock , Stanislav Lypachanskyy
IPC分类号： G06F17/30
摘要： A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.
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公开(公告)号：US20180227422A1
公开(公告)日：2018-08-09
申请号：US15944294
申请日：2018-04-03
发明人： Aleksandr Stolyar , Martin Ira Reiman , Nikolay Korolev , Vladimir Mezhibovsky , Herbert Willi Artur Ristock
摘要： A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.
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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：US20180084111A1
公开(公告)日：2018-03-22
申请号：US15272304
申请日：2016-09-21
发明人： Vincent Pirat , Clement Choel , Christian Jacolot , Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock
CPC分类号： H04M3/5183 , H04M3/5141 , H04M3/5166 , H04M3/58 , H04M7/0024
摘要： A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
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