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    Call center
    4.
    发明授权
    Call center 有权
    呼叫中心

    公开(公告)号：US06697858B1

    公开(公告)日：2004-02-24

    申请号：US09638274

    申请日：2000-08-14

    申请人： Ran Ezerzer ,  Roberto Armando Portillo Jarquin ,  Ali Aljane ,  Eli Ben Borodow ,  Gerald Augustin Holly, Jr. ,  Edwin Kenneth Margulies

    发明人： Ran Ezerzer ,  Roberto Armando Portillo Jarquin ,  Ali Aljane ,  Eli Ben Borodow ,  Gerald Augustin Holly, Jr. ,  Edwin Kenneth Margulies

    IPC分类号： G06F1516

    CPC分类号： H04L41/0893 ,  H04L65/1016 ,  H04L65/1069 ,  H04L65/4007 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/523

    摘要： A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.

    摘要翻译： 基于软件的分布式架构允许使用实时和非实时消息，通过多媒体消息快速配置和容错企业代理和外部客户之间的互动容错呼叫中心。 实时消息包括基于Web的聊天，表单和应用程序共享，PSTN呼叫以及传入和传出的IP语音呼叫。 非实时消息包括网络回叫请求，语音消息，传真消息和电子邮件消息。 该架构提供了多个公司之间共享非专用资源，镜像热备份，动态资源配置和分配，动态负载平衡以及根据订阅服务限制对个别公司实施服务控制。

    System and method for routing workflow items based on workflow templates in a call center
    5.
    发明授权
    System and method for routing workflow items based on workflow templates in a call center 有权
    基于呼叫中心中工作流模板路由工作流项目的系统和方法

    公开(公告)号：US08583466B2

    公开(公告)日：2013-11-12

    申请号：US11277125

    申请日：2006-03-21

    申请人： Edwin Kenneth Margulies ,  Eli Ben Borodow ,  Ran Ezerzer ,  Ali Aljane ,  William Scott Seebauer ,  Imed Yahmadi

    发明人： Edwin Kenneth Margulies ,  Eli Ben Borodow ,  Ran Ezerzer ,  Ali Aljane ,  William Scott Seebauer ,  Imed Yahmadi

    IPC分类号： G06Q10/00

    CPC分类号： G06Q10/10 ,  G06Q10/06 ,  G06Q10/06316 ,  G06Q10/0633

    摘要： The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.

    摘要翻译： 本发明有助于创建和实现工作流模板，并且还指定了这些模板与处理不同媒体类型处理的具体项目之间的链接。 工作流模板用于自动生成用户界面视图，由代理人，知识型员工，主管和客户使用。 这样的工作流模板提供了创建，定义和存储每个工作流项目的名称和定义以及“触发点”的方法。 使用文档时的触发点也是在创建模板时确定的。 此外，在创建工作流模板时，管理员可以指示系统保存与可以保存为XML，EDI，JSP，CGI，VXML等的模板关联的脚本，以便能够自动生成文档或逻辑流一致 与客户的预期互动的目标媒体类型。

    Dynamic customer satisfaction routing
    6.
    发明授权
    Dynamic customer satisfaction routing 有权
    动态客户满意路由

    公开(公告)号：US08885812B2

    公开(公告)日：2014-11-11

    申请号：US11376486

    申请日：2006-03-15

    申请人： Edwin Kenneth Margulies ,  Eli Ben Borodow ,  Ran Ezerzer ,  Ali Aljane ,  William Scott Seebauer

    发明人： Edwin Kenneth Margulies ,  Eli Ben Borodow ,  Ran Ezerzer ,  Ali Aljane ,  William Scott Seebauer

    IPC分类号： H04M3/00 ,  H04M3/523 ,  G06Q30/02

    CPC分类号： H04M3/5232 ,  G06Q30/02 ,  H04M3/5233

    摘要： Embodiments of the present invention provide a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user.

    摘要翻译： 本发明的实施例提供了一种强大的客户服务环境，其采用“关键绩效指标”（KPI），其代表客户交互经验以及代理性能在交互互动的基础上的总体功效。 KPI可以是用于测量与呼叫中心交互相关的信息类别（例如，客户满意度或代理能力/性能）的任何度量。 来自客户体验的输入被编目并链接到一个或多个KPI。 关键性能指标与关键性能指标模板相关联，该模板与包含由关键性能指标模板驱动的路由规则，触发器和特定操作的项目相关联。 该项目可能是电话/ IVR项目，Web CallBack项目，电子邮件项目或聊天项目。 关键性能指标模板的执行触发来自呼叫中心用户的前，期间和/或后呼叫，-chat，-CallBack或 - 电话输入。

    Call center administration manager with rules-based routing prioritization
    7.
    发明授权
    Call center administration manager with rules-based routing prioritization 有权

    公开(公告)号：US07039176B2

    公开(公告)日：2006-05-02

    申请号：US09902069

    申请日：2001-07-09

    申请人： Eli Ben Borodow ,  Ran Ezerzer ,  Edwin Kenneth Margulies

    发明人： Eli Ben Borodow ,  Ran Ezerzer ,  Edwin Kenneth Margulies

    IPC分类号： H04M3/523

    CPC分类号： H04M3/51 ,  H04L29/06027 ,  H04L41/0893 ,  H04L65/1069 ,  H04L65/4007 ,  H04M3/5175

    摘要： A multi-media call center provides an interface tool for enabling non-technical personnel of a company running the call center to provision and configure the call center from available resources. The calls received by the call center are identified and their attributes useful in queuing the calls are determined. Based on the attributes, priority ratings are computed for the calls by applying a predetermined function to the attributes, and the calls are queued in accordance with their respective priority ratings. The weights to be given to the various priority attributes and the initial values of the customer-specific priority attributes are set through the interface tool during the provisioning and configuring process. The attributes are linked to the call center's live database, and the values of the customer-specific priority attributes are dynamically updated, so that events relevant to call prioritization that occur after the initial configuration has been completed can affect call queuing.