公开(公告)号：WO2017127605A1

公开(公告)日：2017-07-27

申请号：PCT/US2017/014225

申请日：2017-01-20

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： STUMPF, Mark R. ,  MCCORMICK, Chad ,  WOLFE, Brian

IPC: H04M3/50 ,  H04M3/46 ,  H04M3/00

CPC classification number: H04M3/5158 ,  H04M2203/256 ,  H04M2203/401

Abstract: A system and method are presented for advanced campaign management in outbound dialing platforms. In a contact center environment, a dialing campaign may be configured such that the outbound dialing platform modifies its behavior automatically throughout the dialing campaign as conditions change. Dialing campaigns may be constructed from groups, which are organized into a campaign sequence. As the campaign sequence flows between groups, details of the campaign may be monitored and evaluated by the platform. Group transitions may be initiated based on activation triggers. In an embodiment, campaign sequences may also be automatically transitioned to new campaign sequences, paused, or reset based on activation triggers. A transition may also be initiated by manual override of the platform.

Abstract translation: 针对出站拨号平台中的高级活动管理提供了一种系统和方法。 在联络中心环境中，可以配置拨号活动，以便出境拨号平台随着条件变化在整个拨号活动中自动修改其行为。 拨号活动可以从组织中构建，组织为一个活动序列。 由于活动序列在群组之间流动，所以活动的细节可以由平台监视和评估。 组转换可能会基于激活触发器启动。 在一个实施例中，活动序列还可以基于激活触发器自动转换到新的活动序列，暂停或重置。 转换也可以通过手动覆盖平台来启动。

公开(公告)号：WO2014133312A1

公开(公告)日：2014-09-04

申请号：PCT/KR2014/001555

申请日：2014-02-26

Applicant: SAMSUNG ELECTRONICS CO., LTD.

Inventor： LEE, Ju-Youn ,  PARK, Jin-Hyoung ,  LEE, Sang-Hyup

IPC: G06F3/01 ,  G06F3/041 ,  G06F3/048 ,  G06F3/033

CPC classification number: G06F3/016 ,  G06F3/03545 ,  G06F3/04812 ,  G06F3/04842 ,  G06F3/0488 ,  G06Q40/00 ,  H04M2203/401 ,  H04M2203/5036

Abstract: Methods and apparatus for providing feedback in a portable apparatus are provided. An object is displayed on a touch screen of the portable apparatus. A first touch, from an input unit, is detected at a position on the touch screen corresponding to the displayed object. The object is selected in response to the first touch. A copy command by which the selected object is copied to a copy target is received from the input unit. A first control command corresponding to haptic feedback determined in response to the received copy command is transmitted from the portable apparatus to the input unit.

Abstract translation: 提供了在便携式设备中提供反馈的方法和装置。 物体显示在便携式设备的触摸屏上。 在与所显示的对象相对应的触摸屏上的位置处检测来自输入单元的第一触摸。 响应于第一次触摸选择对象。 从选择对象被复制到复制目标的复制命令从输入单元接收。 从便携式设备向输入单元发送对应于响应于所接收的复制命令确定的触觉反馈的第一控制命令。

公开(公告)号：WO2011072574A1

公开(公告)日：2011-06-23

申请号：PCT/CN2010/079304

申请日：2010-12-01

Applicant: 华为技术有限公司 ,  刘诗凯

Inventor： 刘诗凯

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M2203/401

公开(公告)号：WO2008156876A1

公开(公告)日：2008-12-24

申请号：PCT/US2008/054987

申请日：2008-02-26

Applicant: CLAWSON, Jeffrey J.

Inventor： CLAWSON, Jeffrey J.

IPC: A61B5/00

CPC classification number: H04M11/04 ,  A61B5/0002 ,  A61B5/024 ,  A61B5/0816 ,  A61B5/742 ,  A61B2560/0271 ,  G06F19/00 ,  G06Q50/22 ,  G06Q50/24 ,  G16H40/63 ,  G16H50/20 ,  G16H50/30 ,  H04M3/5116 ,  H04M2203/357 ,  H04M2203/401 ,  H04M2242/04

Abstract: A system and method assists an emergency medical dispatcher in responding to emergency calls. A computer implemented emergency medical dispatch protocol includes interrogatories for a dispatcher to ask a caller to generate an appropriate response. A diagnostic tool is provided to determine a vital sign of a patient based on a timer and caller relayed information about the patient. An intervention tool is provided to administer assistance and determine a compression rate based on a timer and caller relayed information.

Abstract translation: 系统和方法协助紧急医疗调度员应对紧急呼叫。 计算机实施的紧急医疗调度协议包括调度员询问呼叫者产生适当响应的询问。 提供了一种诊断工具，用于基于关于患者的定时器和呼叫中继信息来确定患者的生命体征。 提供干预工具来管理帮助并基于定时器和呼叫者中继的信息来确定压缩率。

公开(公告)号：WO2017210183A1

公开(公告)日：2017-12-07

申请号：PCT/US2017/034986

申请日：2017-05-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KUMAR, Praphul ,  RAMCHANDER, Rajesh ,  RISTOCK, Herbert Willi, Arthur ,  PATEL, Romiben

IPC: H04L12/721 ,  H04L12/833

CPC classification number: G06F21/6245 ,  G06F16/285 ,  G06F21/6218 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/60

Abstract: Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.

Abstract translation: 示出了用于根据一组或多组合规规则来管理呼叫中心数据的系统和方法，所述合规规则组涉及接收与交互有关的数据，确定与所接收的数据相关的一组合规性规则， 接收数据以识别相关的合规规则集合，并利用数据标记，将相关的合规规则集合应用于处理接收到的数据。 示例还涉及接收交互请求，获得对应于所接收的交互请求的数据的数据标记，使用对接收到的交互请求所对应的数据标记数据以获得对应的相关合规规则集合，使用相应的合规集合 规则来识别有资格访问与接收到的交互请求相对应的数据的代理，并且基于定义的路由策略将接收到的交互请求路由到符合条件的代理之一。

公开(公告)号：WO2017100019A1

公开(公告)日：2017-06-15

申请号：PCT/US2016/063748

申请日：2016-11-25

Applicant: MICROSOFT TECHNOLOGY LICENSING, LLC

Inventor： BALARAJAN, Paul Sanjeev ,  JOHNSON, Warren ,  LOPEZ, Matt J. ,  SYED, Masroor Hussain ,  SIOW, Andy Kwan Jin ,  VANDOREN, Brian T.

IPC: G06Q10/06

CPC classification number: H04M3/5233 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/401 ,  H04M2203/408

Abstract: An issue is identified based on context information and a state of engagement of a user. The issue is matched against an agent based on agent capabilities exposed by the agent. Feedback information is used to generate a reputation metric for the agent.

Abstract translation: 根据上下文信息和用户的参与状态来识别问题。 该问题与基于代理公开的代理能力的代理进行匹配。 反馈信息用于为代理生成信誉指标。

公开(公告)号：WO2016024165A1

公开(公告)日：2016-02-18

申请号：PCT/IB2015/001829

申请日：2015-08-12

Applicant: JASSAN, David

Inventor： JASSAN, David

IPC: H04M3/51

CPC classification number: H04M3/5125 ,  H04M3/5158 ,  H04M3/5183 ,  H04M2203/2072 ,  H04M2203/401

Abstract: This invention is a system and method for making remote calls linked to a call center, which is also capable monitoring the quality of the calls made by the sales agents at a call center. The sales agents can make the calls, without the need for a computer, using only a fixed or mobile telephone line from a remote station, which may be their home or elsewhere. The system includes a database with information of the customers and of the recorded calls made by the agents, a centralized call platform (CCP) with a server connected to the database, which concentrates in a virtual place all the calls made by the various agents and controls the numerical menus with the respective options through an automated interactive voice response (IVR) system that allows the platform to interact with an agent through the use of voice and touch input via keyboard, a plurality of remote call stations each with a fixed telephone line,and a central station or call center where the centralized platform is disposed.

Abstract translation: 本发明是一种用于进行链接到呼叫中心的远程呼叫的系统和方法，该呼叫中心也能监视由呼叫中心的销售代理进行的呼叫的质量。 销售代理可以在不需要计算机的情况下使用来自远程站的固定或移动电话线路进行呼叫，远程站可能是他们的家或其他地方。 该系统包括具有客户信息和由代理进行的记录呼叫的数据库，具有连接到数据库的服务器的集中式呼叫平台（CCP），其集中在虚拟场所，所有来自各个代理的呼叫和 通过自动交互语音响应（IVR）系统控制具有相应选项的数字菜单，该系统允许平台通过使用经由键盘的语音和触摸输入与代理进行交互，多个远程呼叫站各自具有固定电话线 ，以及设置集中式平台的中心站或呼叫中心。

公开(公告)号：WO2014107141A1

公开(公告)日：2014-07-10

申请号：PCT/TR2013/000002

申请日：2013-01-03

Applicant: SESTEK SES VE ILETIŞIM BILGISAYAR TEKNOLOJILERI SANAYII VE TICARET ANONIM ŞIRKETI

Inventor： ARSLAN, Mustafa Levent ,  HAZNEDAROĞLU, Ali

IPC: H04M3/42 ,  G10L15/26 ,  H04L12/18 ,  H04M3/22 ,  G10L25/63 ,  G10L25/93 ,  G10L25/84 ,  G10L17/26 ,  H04M3/51 ,  G10L15/07 ,  G10L15/20

CPC classification number: G10L15/26 ,  G06N99/005 ,  G06Q10/06398 ,  G10L15/07 ,  G10L15/20 ,  G10L17/26 ,  G10L25/63 ,  G10L25/84 ,  G10L25/93 ,  H04L12/1831 ,  H04M3/2281 ,  H04M3/42221 ,  H04M3/5175 ,  H04M2203/401

Abstract: The present invention relates to implementing new ways of automatically and robustly evaluating agent performance, customer satisfaction, campaign and competitor analysis in a call-center and it is comprising; analysis consumer server, call pre-processing module, speech- to-text module, emotion recognition module, gender identification module and fraud detection module.

Abstract translation: 本发明涉及实现在呼叫中心自动且鲁棒地评估代理性能，客户满意度，竞选和竞争者分析的新方式，其包括： 分析消费者服务器，呼叫预处理模块，语音到文本模块，情感识别模块，性别识别模块和欺诈检测模块。

公开(公告)号：WO2013148453A1

公开(公告)日：2013-10-03

申请号：PCT/US2013/033265

申请日：2013-03-21

Applicant: THE RESOURCE GROUP INTERNATIONAL, LTD. ,  SPOTTISWOODE, S. James, P. ,  CHISHTI, Zia

Inventor： SPOTTISWOODE, S. James, P. ,  CHISHTI, Zia

IPC: H04M3/51

CPC classification number: H04M3/5233 ,  G06F17/30345 ,  G06Q10/06398 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5234 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/2061 ,  H04M2203/401 ,  H04M2203/556

Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract translation: 方法，系统和程序产品，包括获得代理性能数据; 排名，代理商的代理业绩数据; 分剂代理代理业绩范围; 将基于标准的呼叫者分成一组分区; 为每个分区确定第一代理性能范围和第二代理性能范围的结果值; 基于所述第一代理性能范围的结果值和所述分区的第二代理性能范围的结果值，为所述分区计算相应的结果值差异指标; 基于分区的结果值差异指示符，将相应的代理匹配到其中一个分区中的相应呼叫者。

公开(公告)号：WO2007001452A2

公开(公告)日：2007-01-04

申请号：PCT/US2005/040853

申请日：2005-11-10

Applicant: AMERICAN EXPRESS MARKETING & DEVELOPMENT CORP. ,  KOHR, Chin, H. ,  LEYVA, Marcel ,  MARSHALL, Vernon

Inventor： KOHR, Chin, H. ,  LEYVA, Marcel ,  MARSHALL, Vernon

IPC: G06F17/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  G06Q30/02 ,  G10L17/00 ,  G10L17/02 ,  G10L17/26 ,  G10L25/48 ,  G10L25/63 ,  H04M3/2281 ,  H04M3/51 ,  H04M2201/18 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/301 ,  H04M2203/401

Abstract: One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.

Abstract translation: 一对多呼叫者的单词和/或语音打印与已知的单词和/或语音打印进行比较，以识别它们之间的任何实质的匹配。 当客户与特定实体（例如客户服务中心）通信时，系统记录实时呼叫，包括客户和代理人的声音。 系统分割录音以提取不同的单词，如愤怒的话。 该系统还可以划分客户语音的至少一部分以创建音调简档，并且将用于网络传输的分段单词和音调配置文件格式化成服务器。 服务器将客户的单词和/或音调配置文件与存储在数据库上的多个已知单词和/或音调配置文件进行比较，以确定任何实质的匹配。 任何比赛的识别可以用于各种目的，例如提供代表性反馈或客户跟进。