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公开(公告)号：US20060256955A1
公开(公告)日：2006-11-16
申请号：US11128045
申请日：2005-05-12
申请人： Judith Laughlin , Mark Michelson , Roger Sumner
发明人： Judith Laughlin , Mark Michelson , Roger Sumner
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , H04M3/5232
摘要： A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method includes the step of determining by each automatic contact distributor of the plurality of automatic contact distributors a largest relative difference between a target occupancy and actual occupancy of each agent among the plurality of agents of the automatic contact distributor and for each contact type processed by the automatic contact distributor. The method further includes the steps of each of the plurality of automatic contact distributors transferring a value of the determined, largest relative difference for each contact type to the network router, the network router detecting a contact, the network router determining a contact type of the detected contact and the network router routing the detected contact to an automatic contact distributor of the plurality of automatic contact distributors that provided a largest relative difference for the determined contact type among the plurality of automatic contact distributors.
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公开(公告)号：US07324640B2
公开(公告)日：2008-01-29
申请号：US10099784
申请日：2002-03-15
申请人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Powers , Craig Shambaugh
发明人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Powers , Craig Shambaugh
CPC分类号： H04M3/51 , H04M3/22 , H04M3/2218 , H04M3/5175 , H04M2201/40
摘要： A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.
摘要翻译： 提供了一种方法和装置，用于通过在客户和具有联系主题的专业知识的组织的代理之间的通信系统来加速在接触期间信息交换的主题演进。 该方法包括以下步骤：沿着多个平行的主题路径提供从起点到主题决议的接触主题的主题进展的状态图，将接触的主题进展拟合在 状态图的多个并行主题路径中最可能的一个的主题，并且从多个主题路径中最可能的一个主题路径提示该代理具有预期主题。
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公开(公告)号：US20050047394A1
公开(公告)日：2005-03-03
申请号：US10651329
申请日：2003-08-28
申请人： Jeff Hodson , Roger Sumner , Mark Power , Carlo Bonifazi , Craig Shambaugh , Mark Michelson , Robert Beckstrom , Anthony Dezonno
发明人： Jeff Hodson , Roger Sumner , Mark Power , Carlo Bonifazi , Craig Shambaugh , Mark Michelson , Robert Beckstrom , Anthony Dezonno
CPC分类号： H04M3/51 , H04M3/5175
摘要： A method and apparatus are provided for guiding a conversation taking place between a client and an agent through a communication system. The method includes the steps of detecting an information content of the conversation, determining a goal of the client from the detected information content and suggesting a conversation topic to the agent to guide the conversation towards the goal of the client.
摘要翻译： 提供了一种方法和装置，用于通过通信系统引导在客户端和代理之间发生的对话。 该方法包括以下步骤：检测会话的信息内容，从检测到的信息内容确定客户端的目标，并向代理建议会话话题，以指导对话到客户端的目标。
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公开(公告)号：US07197132B2
公开(公告)日：2007-03-27
申请号：US10103454
申请日：2002-03-21
申请人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
发明人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
IPC分类号： H04M5/00
CPC分类号： H04M3/51 , G10L15/26 , H04M2201/18 , H04M2201/38 , H04M2201/40
摘要： A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.
摘要翻译： 提供了一种方法和装置，用于将呼叫中心的代理和呼叫中心的客户端之间的会话导向控制呼叫中心的组织的多个目标之一。 该方法包括以下步骤：识别呼叫中心的客户端的语音内容，将识别的语音内容与呼叫中心的多个目标的第一目标相关联，并且基于相关联的向呼叫中心的代理呈现脚本 呼叫中心的目标。
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公开(公告)号：US06868153B2
公开(公告)日：2005-03-15
申请号：US10096235
申请日：2002-03-12
申请人： Anthony Dezonno , Jeff Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
发明人： Anthony Dezonno , Jeff Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
CPC分类号： H04M3/51 , H04M3/2218 , H04M3/5175 , H04M2201/12
摘要： A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured indicia to a touch point history of the call.
摘要翻译： 提供了一种用于测量呼叫中心的呼叫处理效率的方法和装置。 该方法包括以下步骤：测量用于呼叫的触摸点标记，并将测量的标记添加到呼叫的触摸点历史。
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公开(公告)号：USRE43205E1
公开(公告)日：2012-02-21
申请号：US11484829
申请日：2006-07-11
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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公开(公告)号：US20060143116A1
公开(公告)日：2006-06-29
申请号：US11022742
申请日：2004-12-27
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： G06Q10/06375 , G06Q10/0637 , G06Q10/06393 , G06Q10/10 , G06Q20/207 , G06Q30/018 , H04M3/5175 , H04M3/5232 , H04M2203/402
摘要： A business method and system is provided for reporting routing transactions using business strategy and tactics information. In one embodiment, a contact center evaluator, a routing rules engine and a business rules evaluator are provided. Information may be input into the contact center evaluator from a contact center and to the business rules evaluator from a business system. Further, a routing engine is provided and reports are generated based on business information and decisions made for routing a call or transaction.
摘要翻译： 提供了一种业务方法和系统，用于使用业务策略和策略信息报告路由交易。 在一个实施例中，提供了联络中心评估器，路由规则引擎和业务规则评估器。 信息可以从联络中心和业务系统的业务规则评估者输入到联络中心评估者。 此外，提供路由引擎，并且基于业务信息和为呼叫或交易路由选择而做出报告而生成报告。
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8.发明申请公开(公告)号：US20060104213A1
公开(公告)日：2006-05-18
申请号：US10991757
申请日：2004-11-18
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04L41/00 , H04L41/142 , H04L41/145 , H04L41/147
摘要： The method for and system or apparatus for forecasting future communication transaction traffic from a customer include the steps of or structure for: collecting communication channel data on at least first and second communication channels; performing a numeric transformation to the data; calculating a discrete choice probability for each communication channel; and forecasting future period usage values for a user on a communication channel.
摘要翻译： 用于预测来自客户的未来通信交易业务的方法和系统或装置包括以下步骤或结构：在至少第一和第二通信信道上收集通信信道数据; 对数据执行数字转换; 计算每个通信信道的离散选择概率; 并且在通信信道上预测用户的未来期间使用值。
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公开(公告)号：US07058169B2
公开(公告)日：2006-06-06
申请号：US10649539
申请日：2003-08-27
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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公开(公告)号：US20050047583A1
公开(公告)日：2005-03-03
申请号：US10649539
申请日：2003-08-27
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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