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    Method and system for linking customer conversation channels
    4.
    发明申请
    Method and system for linking customer conversation channels 审中-公开
    连接客户对话渠道的方法和系统

    公开(公告)号：US20080240374A1

    公开(公告)日：2008-10-02

    申请号：US11731479

    申请日：2007-03-30

    申请人： Kelly Conway ,  Douglas Brown ,  Roger Warford ,  David Gustafson ,  Christopher Danson

    发明人： Kelly Conway ,  Douglas Brown ,  Roger Warford ,  David Gustafson ,  Christopher Danson

    IPC分类号： H04M11/00

    CPC分类号： H04M11/10 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/5183 ,  H04M7/006

    摘要： A method for managing communications between a customer and a contact center is provided. The communication may include voice data, interactive response data and web interaction data. Upon the receipt of an interaction identifier, related conversation data is located. Following the location of the related conversation data, the conversation data is organized sequentially. The organized conversation data may then be analyzed and distress data, behavioral assessment data and event data may be determined, either for each individual interaction segment or the entire combined experience. Following the analysis, the organized conversation data may then transfer the organized conversation data to a portal for display to a user. Further, the associated statistics can be viewed in reporting within the portal or systematically extracted from the system for further analysis.

    摘要翻译： 提供了一种用于管理客户和联络中心之间的通信的方法。 该通信可以包括语音数据，交互式响应数据和web交互数据。 在接收到交互标识符之后，找到相关的对话数据。 在相关对话数据的位置之后，对话数据被顺序组织。 然后可以分析有组织的对话数据，或者针对每个单独的交互段或整个组合体验来确定遇险数据，行为评估数据和事件数据。 在分析之后，组织的会话数据可以然后将有组织的会话数据传送到门户以供用户显示。 此外，可以在门户内的报告中或从系统中系统提取相关统计信息以进一步分析。

    Method and system for automatically monitoring contact center performance
    7.
    发明申请
    Method and system for automatically monitoring contact center performance 审中-公开
    自动监测联络中心性能的方法和系统

    公开(公告)号：US20080262904A1

    公开(公告)日：2008-10-23

    申请号：US12079827

    申请日：2008-03-28

    申请人： Kelly Conway ,  David Gustafson ,  Douglas Brown ,  Christopher Danson

    发明人： Kelly Conway ,  David Gustafson ,  Douglas Brown ,  Christopher Danson

    IPC分类号： G06Q10/00

    CPC分类号： G06Q30/02 ,  G06Q10/06398 ,  G06Q30/0201 ,  H04M3/5175

    摘要： A method and system for automatically monitoring a performance area for a contact center is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method includes the step of identifying a performance area including one or more of the following: human activity-based performance, caller dissatisfaction performance, problem call performance, customer service representative performance, business process performance, self service performance and peer comparison performance. An input transmission of a threshold for the identified performance area is received. Analytics generated for each of a plurality of interactions are received. For each of the plurality of interactions, analytics are selected that correspond to the identified performance area. An indicator value is assigned to the selected analytics for the identified performance area. The indicator value is compared to the threshold and performance data is generated therefrom.

    摘要翻译： 提供了一种用于自动监视联络中心的性能区域的方法和系统。 该方法由具有多个代码段的计算机可读介质来实现。 该方法包括识别包括以下的一个或多个的性能区域的步骤：基于人类活动的性能，呼叫者不满意性能，问题呼叫性能，客户服务代表性能，业务过程性能，自助服务性能和对等体比较性能。 接收用于识别的性能区域的阈值的输入传输。 接收针对多个交互中的每一个产生的分析。 对于多个交互中的每一个，选择对应于所识别的性能区域的分析。 指定值被分配给所识别的性能区域的所选分析。 将指标值与阈值进行比较，并从中生成性能数据。

    Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center
    8.
    发明授权
    Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center 有权
    用于验证客户和联络中心之间的电话通信类型对象或分段的方法和系统

    公开(公告)号：US08170195B2

    公开(公告)日：2012-05-01

    申请号：US12286248

    申请日：2008-09-29

    申请人： Kelly Conway ,  Douglas Brown ,  Adrian Horton ,  David Gustafson ,  Christopher Danson

    发明人： Kelly Conway ,  Douglas Brown ,  Adrian Horton ,  David Gustafson ,  Christopher Danson

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/5175 ,  H04M2201/40 ,  H04M2201/60

    摘要： A computer readable medium for controlling a computer is provided. The computer readable medium comprises a plurality of code segments for controlling a computer. A code segment receives a telephonic communication comprised of voice data and event data. A code segment receives computer application data comprising data associated with at least one computer application in use during the telephonic communication. A code segment analyzes the telephonic communication by translating the received voice data into a text format, the text format defining a plurality of components. At least one component of the text data and communication event data occurring during a time interval is classified into one of a plurality of object types, and the computer application data during the time interval is compared to the object type of the classified components.

    摘要翻译： 提供了一种用于控制计算机的计算机可读介质。 计算机可读介质包括用于控制计算机的多个代码段。 代码段接收由语音数据和事件数据组成的电话通信。 代码段接收计算机应用数据，该数据包括在电话通信期间使用中与至少一个计算机应用相关联的数据。 代码段通过将所接收的语音数据转换为文本格式来分析电话通信，文本格式定义多个组件。 在时间间隔期间发生的文本数据和通信事件数据的至少一个分量被分类为多个对象类型之一，并且将该时间间隔期间的计算机应用数据与分类分量的对象类型进行比较。

    Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
    9.
    发明授权
    Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center 有权
    通过分析客户和联络中心之间的电话交互来培训客户服务代表的方法和软件

    公开(公告)号：US08094790B2

    公开(公告)日：2012-01-10

    申请号：US11365432

    申请日：2006-03-01

    申请人： Kelly Conway ,  David Gustafson ,  Christopher Danson ,  Keene Hedges Capers ,  Douglas Brown

    发明人： Kelly Conway ,  David Gustafson ,  Christopher Danson ,  Keene Hedges Capers ,  Douglas Brown

    IPC分类号： H04M11/00 ,  H04M3/00

    CPC分类号： H04M3/5175 ,  G10L15/26 ,  G10L21/0272 ,  G10L25/63 ,  H04M3/08 ,  H04M3/42221 ,  H04M3/5191 ,  H04M7/0057 ,  H04M7/0084 ,  H04M2203/401 ,  H04M2203/403

    摘要： A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.

    摘要翻译： 提供了一种通过分析客户和联络中心之间的电话通信来训练客户服务代表的计算机程序。 代码段选择至少一个识别标准。 代码段标识对应于所选择的识别标准的预先记录的第一电话通信。 第一电话通信具有与之相关联的第一事件数据。 代码段生成对应于所识别的预先录制的第一电话通信的辅导评估数据。 代码段标识对应于所选择的识别标准的预先记录的第二电话通信。 第二电话通信具有与之相关联的第二事件数据。 代码段将所识别的预先录制的第二电话通信与指导评估数据内的所识别的第一电话通信进行比较。 代码段基于在所述指导评估数据内的所识别的预先录制的第二电话通信与所识别的第一电话通信的比较来生成通知。