公开(公告)号：WO2016176391A1

公开(公告)日：2016-11-03

申请号：PCT/US2016/029667

申请日：2016-04-28

Applicant: HEYWIRE, INC.

Inventor： CHISOLM, Thomas Brett ,  HUNT, James ,  LEW, Eugene Lee

IPC: H04W88/18 ,  H04W4/18 ,  H04W4/12 ,  G06F17/28

CPC classification number: G06F17/289 ,  G06F17/2705 ,  G06F17/275 ,  H04M3/42382 ,  H04M3/5141 ,  H04M3/523 ,  H04M2203/2061 ,  H04M2242/12 ,  H04M2250/58 ,  H04W4/14

Abstract: A method and system enables language translation and routing of Person-to-Person (P2P) messages. Customer messages are diverted to various alternate destinations in an enterprise based on the language of the messages. Enterprise alternate destinations include language capable call center customer service representatives (CSRs), language specialized call centers, and personnel in various departments in an enterprise having language skills. The CSRs and other personnel can communicate through the call centers or using data enabled devices. Information collected from the messages can be used to determine the appropriate destination.

Abstract translation: 一种方法和系统使得能够进行人对人（P2P）消息的语言翻译和路由。 客户消息根据消息的语言转移到企业中的各种备用目的地。 企业备用目的地包括具有语言能力的呼叫中心客户服务代表（CSR），语言专业呼叫中心以及具有语言技能的企业的各个部门的人员。 CSR和其他人员可以通过呼叫中心或使用启用数据的设备进行通信。 从消息收集的信息可用于确定适当的目的地。

公开(公告)号：WO2016015008A1

公开(公告)日：2016-01-28

申请号：PCT/US2015/042106

申请日：2015-07-24

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： PIRAT, Vincent ,  THOMAS, Frederic ,  NICOLAS, Boris ,  RISTOCK, Herbert W.A. ,  RAIS, Philippe

IPC: H04L29/08 ,  H04W80/10

CPC classification number: H04L65/1069 ,  H04L65/403 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2201/40 ,  H04M2203/252 ,  H04M2203/253

Abstract: A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.

Abstract translation: 一种系统包括：具有处理器的计算机化设备; 以及从非暂时物理介质在所述计算机化设备上执行的软件，所述软件提供：通过网络在两个或多个终端通信设备之间建立通信会话; 在会话中连接的各个终端通信设备上至少检测和记录媒体信道能力; 媒体渠道切换选项服务终端通讯设备; 检测用户操作终端通信设备进行的媒体频道切换选项选择; 以及为个别通信会话选择的媒体频道切换选项或选项的实现。

公开(公告)号：WO2015181777A1

公开(公告)日：2015-12-03

申请号：PCT/IB2015/054037

申请日：2015-05-28

Applicant: CAFEX COMMUNICATIONS, LTD.

Inventor： GLASS, Kevin J. ,  O'CONNOR, Dale ,  SMITH, Gareth ,  WILLIAMS, Craig

IPC: H04M3/51 ,  H04M7/00

CPC classification number: H04M3/5232 ,  H04L67/22 ,  H04M3/5141 ,  H04M7/0039 ,  H04M7/0042 ,  H04M2203/2038

Abstract: A multi-channel communication system may include a plurality of agent electronic devices associated with a customer center, and a context electronic device including a processor and a session database. The context electronic device may be communication with each of the plurality of agent electronic devices such that each of the plurality of agent electronic devices is able to access information stored in the session database. The system may include a proxy in communication with one or more user electronic devices and the context electronic device, where the proxy may be configured to route a communication from the user electronic devices to a designated agent electronic device from the plurality of agent electronic devices that is associated with a communication channel, where the communication occurs via the communication channel, and the context electronic device. The context electronic device may be configured to store received context information associated with the communication in the session database.

Abstract translation: 多通道通信系统可以包括与客户中心相关联的多个代理电子设备，以及包括处理器和会话数据库的上下文电子设备。 上下文电子设备可以与多个代理电子设备中的每一个进行通信，使得多个代理电子设备中的每一个能够访问存储在会话数据库中的信息。 该系统可以包括与一个或多个用户电子设备和上下文电子设备通信的代理，其中代理可以被配置为从多个代理电子设备将来自用户电子设备的通信路由到指定的代理电子设备， 与通信信道相关联，其中通信通过通信信道进行通信，以及上下文电子设备。 上下文电子设备可以被配置为将与通信相关联的接收的上下文信息存储在会话数据库中。

公开(公告)号：WO2014093729A1

公开(公告)日：2014-06-19

申请号：PCT/US2013/074838

申请日：2013-12-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ALEKSIN, Sergey ,  KOCHARLAKOTA, Viswanath ,  BABYAK, Denys ,  FYLYPENKO, Oleg ,  GATTO, Alan ,  KINGSTON, Annie ,  COTTLE, Dean ,  YEGGONI, Ramamohan ,  SAINT-MARC, Jerome ,  TE BOOIJ, Merijn ,  BARANOVSKY, Vladislav ,  MEZHIBOVSKY, Vladimir ,  BRAZHNK, Anton ,  DUCLOS, Gregory, Jacob ,  ANDERSON, Dave, H. ,  GARCIA, Ernesto, Garcia ,  JAMES, William, Edward ,  HEMERLRIJK, Sonja, Hoffman

IPC: G06Q30/02 ,  H04W4/02

CPC classification number: G06Q30/02 ,  H04L67/306 ,  H04M3/51 ,  H04M3/5141 ,  H04M2201/42 ,  H04M2203/2038 ,  H04M2207/18 ,  H04W4/02

Abstract: A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.

Abstract translation: 提供了一种用于通过移动设备上的移动应用提供联络中心服务的系统和方法。 监控发送到联络中心的服务请求的状态。 当检测到状态改变时，通知被自动发送到移动应用。 响应于该通知，从移动应用程序接收到交互请求。 交互请求标识服务请求。 响应于接收到交互请求，识别处理服务请求的一方。 被邀请被邀请与移动设备进行互动。

公开(公告)号：WO2013192551A3

公开(公告)日：2014-03-06

申请号：PCT/US2013047114

申请日：2013-06-21

Applicant: 24 7 CUSTOMER INC ,  NGUYEN PATRICK ,  CHANG ANDREW ,  KADUDAS VEDAVYAS ,  OSHRY MATTHEW ,  BODELL MICHAEL ,  LI JAMES MING ,  BANDHAUER JOHN PHILIP

Inventor： NGUYEN PATRICK ,  CHANG ANDREW ,  KADUDAS VEDAVYAS ,  OSHRY MATTHEW ,  BODELL MICHAEL ,  LI JAMES MING ,  BANDHAUER JOHN PHILIP

IPC: G06Q10/00

CPC classification number: H04M3/5191 ,  H04L67/146 ,  H04M3/5141 ,  H04M3/5166 ,  H04M7/0027 ,  H04W4/20

Abstract: A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.

Abstract translation: 客户支持系统将客户转移到综合支持服务，以便在使用单一交互模式不足的情况下更好地为客户服务。 本发明的实施例用于将电子邮件或SMS发送到具有可视内容的链接的客户的智能设备，以帮助客户更好地理解信息。

公开(公告)号：WO2014000441A1

公开(公告)日：2014-01-03

申请号：PCT/CN2013/070729

申请日：2013-01-18

Applicant: 华为技术有限公司

Inventor： 周洪凯 ,  周双胜

IPC: G06F17/30

CPC classification number: G06Q10/06395 ,  G06F17/2785 ,  H04M3/42221 ,  H04M3/5141 ,  H04M3/5175 ,  H04M2201/40

Abstract: 本发明提供一种质检的处理方法和设备，该方法包括：记录当前服务的媒体记录；获取记录完成的该媒体记录中的每个媒体类型，并对记录完成的该媒体记录进行搜索分割，获取每个媒体类型对应的子媒体记录；对于每个子媒体记录，根据该子媒体记录的媒体类型对应的策略，对该子媒体记录进行质检处理，以获取该媒体记录的质检结果。

公开(公告)号：WO2010144299A1

公开(公告)日：2010-12-16

申请号：PCT/US2010/037271

申请日：2010-06-03

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  ANISIMOV, Nikolay ,  PETROVYKH, Yevgeniy ,  BELOV, Sergey, B. ,  SCOTT, Mark

Inventor： ANISIMOV, Nikolay ,  PETROVYKH, Yevgeniy ,  BELOV, Sergey, B. ,  SCOTT, Mark

IPC: H04L12/58

CPC classification number: H04M3/5183 ,  H04L12/1822 ,  H04L12/66 ,  H04L51/04 ,  H04L51/36 ,  H04L51/38 ,  H04L67/02 ,  H04M3/5141 ,  H04M3/5191 ,  H04M3/523 ,  H04W4/12 ,  H04W4/14 ,  H04W40/02 ,  H04W88/16

Abstract: A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices.

Abstract translation: 用于将短消息服务（SMS）消息路由到联络中心中的端点的系统包括用于从操作变体协议的多个源接收SMS消息流并用于根据通用协议将多个流复用为单个消息流的第一节点，媒体 网关服务器连接到第一节点，用于接收单个消息流，并将其中的各个消息转发到多个连接的服务器中的个别消息流，以及连接到至少一个连接的服务器的路由器，用于路由其中表示的各个消息 到多个网络支持的端点设备中的单个的。

公开(公告)号：WO2005089146A2

公开(公告)日：2005-09-29

申请号：PCT/US2005/007550

申请日：2005-03-08

Applicant: SONY CORPORATION ,  SONY ELECTRONICS INC.

Inventor： CLEMENT, Jason, Lee ,  WIECK, Kyodo, Takeda ,  BOOTH, Theodore, R., III ,  MOON, Brian, James

IPC: G06F15/16 ,  G06Q10/00 ,  H04L12/58 ,  H04M3/42 ,  H04M3/53

CPC classification number: G06Q10/107 ,  H04L51/066 ,  H04L51/36 ,  H04L51/38 ,  H04M3/42374 ,  H04M3/5141 ,  H04M3/5307 ,  H04M2203/4509

Abstract: A system and method for allowing a sender to use a generic message entry form for all messaging systems, including email, instant messaging, and the like. The user enters the recipient’s name and the message, and a dispatch server (24) intelligently routes the message to the recipient (38) using an appropriate messaging engine (30, 32, 34, 36).

Abstract translation: 一种用于允许发送者对所有消息系统使用通用消息输入表单的系统和方法，包括电子邮件，即时消息等。 用户输入收件人的姓名和消息，并且调度服务器（24）使用适当的消息传送引擎（30,32,34,36）智能地将消息路由到接收者（38）。

公开(公告)号：WO2003025776A1

公开(公告)日：2003-03-27

申请号：PCT/US2002/023851

申请日：2002-07-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： PETROVYKH, Yevgeniy

IPC: G06F15/16

CPC classification number: H04L12/581 ,  G06Q10/063 ,  G06Q10/107 ,  H04L29/06027 ,  H04L41/18 ,  H04L51/04 ,  H04L63/0281 ,  H04L65/1016 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/04 ,  H04L67/142 ,  H04L67/24 ,  H04L67/327 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/5141 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5238 ,  H04M7/003 ,  H04M7/12 ,  H04M2203/2011 ,  H04M2203/4536 ,  H04Q2213/1305 ,  H04Q2213/13072 ,  H04Q2213/13103 ,  H04Q2213/13164 ,  H04Q2213/13335 ,  H04Q2213/13349

Abstract: A routing system is provided for intelligent routing of instant messages between clients connected to a data network (61) and customer service representatives connected to the network. The system comprises at least one instant message server (15) and at least one intermediate server (25) connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software. The client request is then routed to an appropriate customer service representative running compatible software according to enterprise rules establishing an active instant message connection between the client and the selected customer service representative.

Abstract translation: 提供了路由系统，用于在连接到数据网络（61）和连接到网络的客户服务代表之间的客户端之间智能路由即时消息。 该系统包括至少一个即时消息服务器（15）和连接到网络上并且可寻址的至少一个中间服务器（25），该中间服务器能够路由并且可以对即时消息服务器进行访问。 通过即时消息软件连接到即时消息服务器的客户端断言由即时消息服务器发布的连接链接，以建立客户机与中间服务器之间的双向通信。 在优选应用中，中间服务器与客户端进行交互以识别客户端和客户端软件。 然后根据在客户端和所选择的客户服务代表之间建立活动即时消息连接的企业规则将客户端请求路由到运行兼容软件的适当的客户服务代表。

公开(公告)号：WO2016176390A1

公开(公告)日：2016-11-03

申请号：PCT/US2016/029665

申请日：2016-04-28

Applicant: HEYWIRE, INC.

Inventor： LEW, Eugene Lee

IPC: H04W4/12 ,  H04W4/18 ,  H04W88/18 ,  H04L12/58

CPC classification number: H04W4/14 ,  H04L51/12 ,  H04L51/14 ,  H04M3/42382 ,  H04M3/5141 ,  H04M2203/406 ,  H04M2203/556

Abstract: A method and system enables converting Application-to-Person (A2P) messaging to Person-to-Person (P2P) messaging. Customer replies to short code A2P messages are diverted to alternate destinations in an enterprise. Enterprise destinations include call center operations and data enabled devices in various departments in an enterprise. Information collected from the reply messages can be used to determine the appropriate destination and can be used to analyze support and marketing statistics.

Abstract translation: 一种方法和系统使得将应用程序到人员（A2P）的消息转换为个人（P2P）消息传递。 客户对短码A2P消息的回复被转移到企业中的备用目的地。 企业目的地包括企业中各个部门的呼叫中心操作和启用数据的设备。 从回复信息收集的信息可用于确定适当的目的地，并可用于分析支持和营销统计。