-
公开(公告)号：US10291781B2
公开(公告)日：2019-05-14
申请号：US15898476
申请日：2018-02-17
Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
-
公开(公告)号：US10122858B2
公开(公告)日：2018-11-06
申请号：US15483981
申请日：2017-04-10
Inventor： Vladislav Baranovsky , Vladimir Mezhibovsky , Anton Brazhnyk , Gregory Jacob Duclos , David H. Anderson , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk , Bhanu Prasad Suravarapu , Jean-Marc Taillant
Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.
-
公开(公告)号：US20160028892A1
公开(公告)日：2016-01-28
申请号：US14876749
申请日：2015-10-06
Inventor： Vladislav Baranovsky , Vladimir Mezhibovsky , Anton Brazhnyk , Gregory Jacob Duclos , David H. Anderson , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk
CPC classification number: H04M3/5231 , G06Q30/016 , H04L61/2061 , H04M3/2218 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04W4/02 , H04W4/16 , H04W4/20
Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.
Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。
-
公开(公告)号：US10440185B2
公开(公告)日：2019-10-08
申请号：US14795563
申请日：2015-07-09
Inventor： Herbert Willi Artur Ristock , Merijn te Booij , Vladimir Mezhibovsky , David Anderson , Yevgeniy Petrovykh
Abstract: 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.
-
公开(公告)号：US10382475B2
公开(公告)日：2019-08-13
申请号：US15201261
申请日：2016-07-01
Inventor： Benjamin Friend , Marat Irner , Christopher Connolly , Herbert Willi Artur Ristock , Leonid Vymenets , Colin Leonard , Vladimir Mezhibovsky , Josef Eric Eisner
Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.
-
Patent Agency Ranking
公开(公告)号：US10171655B2
公开(公告)日：2019-01-01
申请号：US14797037
申请日：2015-07-10
Inventor： Nikolay A. Anisimov , Vladimir Mezhibovsky , Brian Galvin
Abstract: A system for assembling a business process or a portion thereof includes a rules base containing executable rules and defined business process elements, a workflow orchestration engine, and at least one interface available to a process beneficiary. Information known about and or provided by a process beneficiary interacting with the at least one interface is used to execute one or more of the rules causing assembly of a new business process or a portion thereof according to workflow orchestration rules the new or modified process directing servicing of the process beneficiary accordingly.
-
7.发明申请公开(公告)号：US20180091650A1
公开(公告)日：2018-03-29
申请号：US15831167
申请日：2017-12-04
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
CPC classification number: H04M3/5141 , H04M3/51 , H04M3/5133 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5238 , H04M2201/38 , H04M2203/408 , H04M2242/22
Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
-
公开(公告)号：US09760621B2
公开(公告)日：2017-09-12
申请号：US14449129
申请日：2014-07-31
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky
CPC classification number: G06F17/30598 , H04L65/403 , H04M3/42127 , H04M3/51 , H04M2203/402
Abstract: A method for establishing a group of individuals as a single contact entity eligible for contact services within a contact center includes the steps (a) identifying a group and each group member according to existing group rules and member profiles; (b) identifying and quantifying the unifying aspects of the members in the group; (c) aggregating the contact information for each group member relative to communications channels common to the group members and to the contact center; and (d) establishing one or more temporary and or permanent group channels between the contact center and the group members.
-
9.发明授权System and method for providing interaction history via a customer application 有权通过客户应用提供交互历史的系统和方法公开(公告)号：US09578172B2
公开(公告)日：2017-02-21
申请号：US13778081
申请日：2013-02-26
Inventor： Merijn Te Booij , Vladislav Baranovsky , Vladimir Mezhibovsky , Anton Brazhnyk , Gregory Jacob Duclos , Dave H. Anderson , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk
CPC classification number: H04M3/5231 , G06Q30/016 , H04L61/2061 , H04M3/2218 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04W4/02 , H04W4/16 , H04W4/20
Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.
Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。
-
公开(公告)号：US09531878B2
公开(公告)日：2016-12-27
申请号：US14802969
申请日：2015-07-17
Inventor： Vladimir Mezhibovsky , Anton Brazhnyk , Bhanu Prasad Suravarapu , Gregory Jacob Duclos , David H. Anderson , Jean-Marc Taillant , Ernesto Garcia Garcia , William Edward James , Sonja Hoffman Hemelrijk
CPC classification number: H04M3/5231 , G06Q30/016 , H04L61/2061 , H04M3/2218 , H04M3/42059 , H04M3/493 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04W4/02 , H04W4/16 , H04W4/20
Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.
-
-
-
-
-
-
-
-
-
Search Results
57
records
(took 0.024 seconds)
