公开(公告)号：US20120082303A1

公开(公告)日：2012-04-05

申请号：US12895735

申请日：2010-09-30

申请人： Paul D'Arcy ,  Seamus Hayes ,  Neil O'Connor

发明人： Paul D'Arcy ,  Seamus Hayes ,  Neil O'Connor

IPC分类号： H04M3/42

CPC分类号： H04M3/51 ,  G06Q10/06 ,  G06Q10/0637 ,  G06Q10/06375 ,  G06Q30/01 ,  H04M3/5175 ,  H04M2203/401

摘要： A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification.

摘要翻译： 提供了一种用于适应联络中心配置以实现特定业务目标的系统。 所述系统包括用于向用户显示所述联络中心的性能度量的实际状态的表示的显示器，用于使所述用户与所述期望状态进行交互并由此将所述性能度量的表示修改为所需状态的交互式工具，以及 一个计算引擎。 计算引擎被布置为确定表示的修改的度量并且识别至少一个联络中心配置参数，其如果被调整，则该参数导致表现度量的实际状态的更新更接近于所表示的期望状态 通过修改。

公开(公告)号：US20120215579A1

公开(公告)日：2012-08-23

申请号：US13189633

申请日：2011-07-25

申请人： Neil O'Connor ,  Paul D'Arcy ,  Seamus Hayes

发明人： Neil O'Connor ,  Paul D'Arcy ,  Seamus Hayes

IPC分类号： G06Q10/00

CPC分类号： G06Q10/00 ,  G06Q10/063 ,  H04M3/5175

摘要： A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.

摘要翻译： 公开了一种用于将联络中心的各个接触处理资源分配给联络中心中的联系人的方法。 在联络中心接收到新的联系人时，在与联络中心正在处理的联系人相对应的联系人对象群体内提供对应于新联系人的联系人对象。 提供与联络中心的各个联系人处理资源对应的编程处理对象。 每个处理对象被布置成基于接收到的用于处理来自群体的联系人的值和从处理来自群体的联系人处理的价值而自适应地和独立地选择来自联系对象群体的联系人对象。 一旦编程的处理对象选择联系人对象，相关的联系人处理资源被分配给联系人。

公开(公告)号：US08630399B2

公开(公告)日：2014-01-14

申请号：US12895735

申请日：2010-09-30

申请人： Paul D'Arcy ,  Seamus Hayes ,  Neil O'Connor

发明人： Paul D'Arcy ,  Seamus Hayes ,  Neil O'Connor

IPC分类号： H04M3/42

CPC分类号： H04M3/51 ,  G06Q10/06 ,  G06Q10/0637 ,  G06Q10/06375 ,  G06Q30/01 ,  H04M3/5175 ,  H04M2203/401

摘要： A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification.

摘要翻译： 提供了一种用于适应联络中心配置以实现特定业务目标的系统。 所述系统包括用于向用户显示所述联络中心的性能度量的实际状态的表示的显示器，用于使所述用户与所述期望状态进行交互并由此将所述性能度量的表示修改为所需状态的交互式工具，以及 一个计算引擎。 计算引擎被布置为确定表示的修改的度量并且识别至少一个联络中心配置参数，其如果被调整，则该参数导致表现度量的实际状态的更新更接近于所表示的期望状态 通过修改。

公开(公告)号：US20110010382A1

公开(公告)日：2011-01-13

申请号：US12500756

申请日：2009-07-10

申请人： Paul D'Arcy ,  Seamus Hayes

发明人： Paul D'Arcy ,  Seamus Hayes

IPC分类号： G06F17/30 ,  G06F15/16

CPC分类号： H04M3/5166 ,  H04M3/5191 ,  H04M3/5233 ,  H04M2203/2011

摘要： A contact center interface is provided by co-operation between a search engine and a contact center. A search query entered by a user into the search engine is passed to the contact center and the contact center determines from the search terms an appropriate skillset to deal with that user query, returning to the search engine a link enabling the user to initiate a direct communications session to a live agent or queue having that skillset expertise, thereby bypassing interactive voice response sessions which are normally required to ascertain the nature of a query. By providing multiple search options to the user, the user is empowered to select the best skillset, and the accuracy of future searches can be improved.

摘要翻译： 通过搜索引擎和联络中心之间的合作提供联络中心界面。 由用户输入到搜索引擎中的搜索查询被传递到联络中心，并且联络中心从搜索词确定适当的技能来处理该用户查询，返回到搜索引擎，使得用户能够启动直接 通信会话到具有该技能专长的现场代理或队列，从而绕过通常需要确定查询性质的交互式语音响应会话。 通过向用户提供多个搜索选项，用户被授权选择最佳技能组合，并且可以提高未来搜索的准确性。

公开(公告)号：US10944868B2

公开(公告)日：2021-03-09

申请号：US12500756

申请日：2009-07-10

申请人： Paul D'Arcy ,  Seamus Hayes

发明人： Paul D'Arcy ,  Seamus Hayes

IPC分类号： G06F16/00 ,  H04M3/51 ,  H04M3/523 ,  G06F16/903 ,  G06F16/9035

摘要： A contact center interface is provided by co-operation between a search engine and a contact center. A search query entered by a user into the search engine is passed to the contact center and the contact center determines from the search terms an appropriate skillset to deal with that user query, returning to the search engine a link enabling the user to initiate a direct communications session to a live agent or queue having that skillset expertise, thereby bypassing interactive voice response sessions which are normally required to ascertain the nature of a query. By providing multiple search options to the user, the user is empowered to select the best skillset, and the accuracy of future searches can be improved.

公开(公告)号：US09542657B2

公开(公告)日：2017-01-10

申请号：US13189633

申请日：2011-07-25

申请人： Neil O'Connor ,  Paul D'Arcy ,  Seamus Hayes

发明人： Neil O'Connor ,  Paul D'Arcy ,  Seamus Hayes

IPC分类号： G06Q10/00 ,  H04M3/51 ,  G06Q10/06

CPC分类号： G06Q10/00 ,  G06Q10/063 ,  H04M3/5175

摘要： A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.

摘要翻译： 公开了一种用于将联络中心的各个接触处理资源分配给联络中心中的联系人的方法。 在联络中心接收到新的联系人时，在与联络中心正在处理的联系人相对应的联系人对象群体内提供对应于新联系人的联系人对象。 提供与联络中心的各个联系人处理资源对应的编程处理对象。 每个处理对象被布置成基于接收到的用于处理来自群体的联系人的值和从处理来自群体的联系人处理的价值而自适应地和独立地选择来自联系对象群体的联系人对象。 一旦编程的处理对象选择联系人对象，相关的联系人处理资源被分配给联系人。

公开(公告)号：US08498404B2

公开(公告)日：2013-07-30

申请号：US13163946

申请日：2011-06-20

申请人： Neil O'Connor ,  Paul D'Arcy

发明人： Neil O'Connor ,  Paul D'Arcy

IPC分类号： H04M3/00

CPC分类号： H04N7/141 ,  G06Q10/06

摘要： A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen.

摘要翻译： 提供了一个用于监控联络中心操作的控制台。 控制台包括用于捕获联络中心环境的视场的相机和用于显示所捕获的视场的屏幕。 所述照相机还包括标识符识别模块，用于从显示在所述屏幕上的所捕获的视野中的元素确定标识符; 以及用于将包括所述标识符的请求发送到联络中心服务器并从所述联络中心服务器接收与所述标识符相关联的信息的接口; 其中所述屏幕还被布置为在所述捕获的视场上显示所述信息的叠加，以在所述屏幕上创建所述联络中心环境的增强现实。

公开(公告)号：US07912207B2

公开(公告)日：2011-03-22

申请号：US11313371

申请日：2005-12-21

申请人： Tony McCormack ,  Paul D'Arcy ,  Michael Hartman ,  Neil O'Connor

发明人： Tony McCormack ,  Paul D'Arcy ,  Michael Hartman ,  Neil O'Connor

IPC分类号： H04M5/00

CPC分类号： H04L29/06027 ,  H04L51/066 ,  H04L65/1006 ,  H04L65/1083 ,  H04M1/2535 ,  H04M3/42382 ,  H04M7/0036 ,  H04M7/0039 ,  H04M7/0045 ,  H04M7/006

摘要： Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.

摘要翻译： 使用会话发起协议（SIP）进行的呼叫通过以消息内容由表示为统一资源指示符（URI）的信息项定义的终端之间的消息的形式交换数据来增强。 接收终端可以基于URI格式的语义信息提取和处理这些信息。

公开(公告)号：US20090210524A1

公开(公告)日：2009-08-20

申请号：US12417334

申请日：2009-04-02

申请人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

发明人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

IPC分类号： G06F15/16

CPC分类号： H04L29/12594 ,  H04L29/06027 ,  H04L29/12009 ,  H04L29/12047 ,  H04L61/15 ,  H04L61/307 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/2814 ,  H04L67/2842 ,  H04M3/51 ,  H04M7/006

摘要： A method of providing access to a network of contact centres comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centres. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centres. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact centre network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact centre or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.

摘要翻译： 提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接，该网页在被激活时启动与联络中心的联系。 与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。 响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。 以这种方式，可以将联系人预先定向到最适合的目的地，而不必在进入联络中心网络时评估每个联系人，从而减少处理时间和延迟。 或者，可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议（SIP）代理服务器，由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理，如预先确定 来自统计信息的请求。

公开(公告)号：US07570606B2

公开(公告)日：2009-08-04

申请号：US11312977

申请日：2005-12-20

申请人： Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor

发明人： Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor

IPC分类号： H04L12/16 ,  H04L12/28

CPC分类号： H04M3/5233 ,  G06Q10/10 ,  H04L65/4007

摘要： Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group. In addition to allowing simple requests for information or assistance to be responded to, the method and system also has application in the context of larger environments such as online games.

摘要翻译： 与通信系统通信的参与者可以通过向每个参与者分配代理简档来允许以代理人的身份分配给该参与者的联系人请求来彼此联系。 一个参与者提交具有可以与代理简档匹配的详细信息的联系人请求，并且该联系请求是基于其内容的队列。 通过将队列中的请求分配给其代理配置文件与队列匹配的参与者，在联系请求和第二参与者之间进行匹配。 因此，第二参与者有机会以代理人的身份响应联系请求。 不胜感激的是，本发明的方法不是提供非结构化环境（例如免费讨论论坛），而是为一组感兴趣的参与者提供一种方式来响应彼此提交的请求， 要求该组织的合适和胜任的成员。 除了允许对信息或帮助的简单请求进行响应之外，该方法和系统还在诸如在线游戏的较大环境的背景下具有应用。