公开(公告)号：US11184482B2

公开(公告)日：2021-11-23

申请号：US16548318

申请日：2019-08-22

申请人： Talkdesk, Inc

发明人： Rachel Tsao ,  Miguel Mota ,  Mario Carvalho

IPC分类号： H04M3/51 ,  G06F3/0482 ,  H04M3/22 ,  G06N5/04 ,  G06N20/00 ,  G06Q30/00 ,  H04M3/42 ,  H04M7/00

摘要： A system uses intelligent logic to determine information from a communication and to infer relevant CRM objects that may be related the communication. The system further presents a user interface with the communication information and the related CRM objects to allow an agent to review, select, and relate the communication information to one or more CRM objects. Accordingly, the embodiments described herein improve the efficiency of communication management systems and CRM systems by providing an intelligent logic and unique user interface that greatly reduces the number of steps needed to relate communication information with a CRM object.

公开(公告)号：US20200374390A1

公开(公告)日：2020-11-26

申请号：US16548334

申请日：2019-08-22

申请人： Talkdesk, Inc

发明人： Rachel Tsao ,  Miguel Mota ,  Mario Carvalho

IPC分类号： H04M3/42 ,  G06Q30/00 ,  G06N20/00

摘要： A system uses intelligent logic to determine information from a communication, to infer relevant CRM objects that may be related to the communication. The system then presents a user interface with the communication information and the related CRM objects to allow an agent to review, select, and relate the communication information to one or more CRM objects. Accordingly, the embodiments described herein improve the efficiency of communication management systems and CRM systems by providing an intelligent logic and unique user interface that greatly reduces the number of steps needed to relate communication information with a CRM object.

公开(公告)号：US20210006659A1

公开(公告)日：2021-01-07

申请号：US17024648

申请日：2020-09-17

申请人： Talkdesk, Inc

发明人： Rachel Tsao ,  Miguel Mota ,  Tiago Gurreiro ,  Rafael Baltazar

IPC分类号： H04M3/51 ,  H04M3/523

摘要： A system provides an interface within a CRM system that allows a user to select a routing option for a contact (e.g., phone number) based on a specified CRM data object by allowing a data dip into the CRM database. The system then provides the CRM data and the selected routing option to the communications management system where the communications management system updates a routing state machine and activates the selected routing option for the contact.

公开(公告)号：US10708426B1

公开(公告)日：2020-07-07

申请号：US16549565

申请日：2019-08-23

申请人： Talkdesk, Inc

发明人： Rachel Tsao ,  Miguel Mota ,  Tiago Gurreiro ,  Rafael Baltazar

IPC分类号： H04M3/51 ,  H04M3/523

摘要： A system provides an interface within a CRM system that allows a user to select a routing option for a contact (e.g., phone number) based on a specified CRM data object by allowing a data dip into the CRM database. The system then provides the CRM data and the selected routing option to the communications management system where the communications management system updates a routing state machine and activates the selected routing option for the contact.

公开(公告)号：US20200374399A1

公开(公告)日：2020-11-26

申请号：US16549586

申请日：2019-08-23

申请人： Talkdesk, Inc

发明人： Rachel Tsao ,  Miguel Mota ,  Tiago Gurreiro ,  Rafael Baltazar

IPC分类号： H04M3/523 ,  H04M3/51 ,  H04L12/725 ,  G06Q30/00

摘要： A system provides an interface within a CRM system that allows a user to select a routing option for a contact (e.g., phone number) based on a specified CRM data object by allowing a data dip into the CRM database. The system then provides the CRM data and the selected routing option to the communications management system where the communications management system updates a routing state machine and activates the selected routing option for the contact.

公开(公告)号：US20200374397A1

公开(公告)日：2020-11-26

申请号：US16549578

申请日：2019-08-23

申请人： Talkdesk, Inc

发明人： Rachel Tsao ,  Miguel Mota ,  Tiago Gurreiro ,  Rafael Baltazar

IPC分类号： H04M3/523 ,  H04M3/51

摘要： One or more embodiments described herein provide benefits and solve one or more of the foregoing or other problems in the art with systems, methods, and non-transitory computer readable media that provide an interface within a customer-relationship management system (CRM system) that a user can access to setup routing (e.g., call routing) within a communication management system (e.g., contact center) using data within the CRM system. For example, in one or more embodiments, the system provides an interface within a CRM system that allows a user to select a routing option for a contact (e.g., phone number) based on a specified CRM data object by allowing a data dip into the CRM database. The system then provides the CRM data and the selected routing option to the communications management system where the communications management system updates a routing state machine and activates the selected routing option for the contact.

公开(公告)号：US20200374395A1

公开(公告)日：2020-11-26

申请号：US16548318

申请日：2019-08-22

申请人： Talkdesk, Inc

发明人： Rachel Tsao ,  Miguel Mota ,  Mario Carvalho

IPC分类号： H04M3/51 ,  G06N5/04 ,  G06F3/0482 ,  H04M3/22

摘要： A system uses intelligent logic to determine information from a communication and to infer relevant CRM objects that may be related the communication. The system further presents a user interface with the communication information and the related CRM objects to allow an agent to review, select, and relate the communication information to one or more CRM objects. Accordingly, the embodiments described herein improve the efficiency of communication management systems and CRM systems by providing an intelligent logic and unique user interface that greatly reduces the number of steps needed to relate communication information with a CRM object.