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公开(公告)号：US20180048758A1
公开(公告)日：2018-02-15
申请号：US15723019
申请日：2017-10-02
发明人： Henry R. Lum , Vladimir Filonov , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
IPC分类号： H04M3/28 , H04L9/08 , H04W24/04 , H04L29/06 , H04Q3/00 , H04M3/51 , H04M3/42 , H04M3/22 , H04M1/656 , H04W40/20 , H04W4/16 , H04W12/04
CPC分类号： H04M3/28 , H04L9/0819 , H04L9/0822 , H04L65/1006 , H04L65/104 , H04L65/105 , H04L65/1063 , H04L65/1076 , H04L65/605 , H04L2209/24 , H04M1/656 , H04M3/22 , H04M3/2218 , H04M3/42221 , H04M3/42348 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M2203/551 , H04M2203/609 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20
摘要： A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.
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公开(公告)号：US20180020095A1
公开(公告)日：2018-01-18
申请号：US15285160
申请日：2016-10-04
申请人： AVAYA INC.
发明人： DAVID SKIBA , GEORGE W. ERHART , PATRICK TENDICK , WEN-HUA JU
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , G06Q10/063118 , G06Q30/016 , H04M3/42382 , H04M3/5166 , H04M2203/401 , H04M2203/402 , H04M2203/551 , H04M2203/6027
摘要： Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.
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公开(公告)号：US20180012600A1
公开(公告)日：2018-01-11
申请号：US15617188
申请日：2017-06-08
发明人： Hidehisa ARIKAWA
CPC分类号： G10L15/285 , G10L15/183 , G10L15/222 , G10L15/26 , G10L15/30 , G10L2015/088 , H04M3/42221 , H04M3/5175 , H04M2201/40 , H04M2201/60 , H04M2203/551
摘要： A speech recognition server has a speech recognition engine, and a mode control table to hold a speech recognition mode for each call. The speech recognition engine has a mode management unit to designate a speech recognition mode for a decoder, and an output analysis unit to analyze recognition result data speech-to-text converted by speech recognition. The output analysis unit designates the speech recognition mode for the mode management unit in accordance with result of analysis of the recognition result data speech-to-text converted by the speech recognition. The mode management unit designates the speech recognition mode for the decoder in accordance with the designation with the output analysis unit. Upon speech recognition of call data, it is possible to suppress hardware resource consumption while improve users' satisfaction.
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公开(公告)号：US20170366670A1
公开(公告)日：2017-12-21
申请号：US15694160
申请日：2017-09-01
发明人： Sergey Fedorov , Mikhail Gilula , Derek Barnes
IPC分类号： H04M3/523
CPC分类号： H04M3/523 , H04M2203/404 , H04M2203/551 , H04M2203/552
摘要： A method for providing continuity over a series of transactions is provided, comprising the steps of (a) creating a Portable Continuity Object (PCO) as a defined digital package by an instance of PCO software executing on a computerized appliance also capable of communication transaction; (b) providing identity of a person, an address of a communication device and a continuity context in the PCO; (c) sharing the PCO in related transactions, with the PCO updated with information concerning individual transactions by digital equipment enhanced with an instance of PCO software; and (d) providing context continuity in succeeding transactions by accessing the PCO by one or both parties to a transaction.
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公开(公告)号：US09848085B2
公开(公告)日：2017-12-19
申请号：US15476621
申请日：2017-03-31
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communication to an agent based on the routing recommendation.
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公开(公告)号：US09813556B2
公开(公告)日：2017-11-07
申请号：US15391859
申请日：2016-12-28
CPC分类号： H04M3/5232 , G06Q30/0257 , G06Q30/0261 , H04L67/306 , H04M3/42068 , H04M3/4878 , H04M3/5133 , H04M3/5175 , H04M3/5191 , H04M3/5233 , H04M7/0021 , H04M7/003 , H04M2203/551 , H04M2203/556 , H04M2203/558 , H04W4/021 , H04W4/21
摘要： A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.
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公开(公告)号：US09807240B1
公开(公告)日：2017-10-31
申请号：US15333386
申请日：2016-10-25
申请人： West Corporation
发明人： Mahendra Varman , Craig A. Webster , Jil M. Fisher
CPC分类号： H04M3/5235 , H04L67/146 , H04M3/42008 , H04M3/42068 , H04M3/42382 , H04M3/5158 , H04M3/5166 , H04M3/5183 , H04M3/527 , H04M2203/551 , H04M2207/18 , H04W4/12 , H04W4/16
摘要： Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from a mobile device and identifying the call as a customer service support inquiry. The method may further provide intercepting the call and redirecting the call to an interactive voice response proxy device responsive to identifying the call as a customer service support inquiry, accessing a database responsive to receiving the call and retrieving a data record that was created when the call was initiated. The data record may include a mobile device identifier of the mobile device and a present inquiry identifier of a type of customer support inquiry associated with the call and the method may also include identifying the customer inquiry and a customer profile stored on the data record, and determining a location to route the call based on at least one of the customer inquiry and the customer profile information on the data record.
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公开(公告)号：US20170278146A1
公开(公告)日：2017-09-28
申请号：US15465985
申请日：2017-03-22
发明人： Naoaki Sumida , Hiroshi Kondo , Asuka Shiina , Shunichi Yamamoto , Kazuhiro Nakadai , Keisuke Nakamura
IPC分类号： G06Q30/02 , H04M3/46 , G06F3/0488 , G06K9/00 , G06F3/0482 , H04L29/12 , H04M7/00
CPC分类号： G06Q30/0281 , G06K9/00288 , G06K9/6222 , G06K9/68 , H04M3/46 , H04M3/465 , H04M2203/551
摘要： A reception system includes: a visitor recognition unit that recognizes a visitor; a receiving person recognition unit that recognizes a receiving person that corresponds to the visitor; a receiving person contact information storage unit that stores contact information of the receiving person; a notification unit that notifies the receiving person of a visit of the visitor at the contact information of the receiving person stored by the receiving person contact information storage unit; and a receiving person selection unit that selects a substitute receiving person associated with the receiving person in a case where the receiving person is absent when the notification unit notifies the receiving person at the contact information of the receiving person, wherein the notification unit notifies the substitute receiving person selected by the receiving person selection unit when the receiving person is absent.
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公开(公告)号：US09749468B1
公开(公告)日：2017-08-29
申请号：US15185056
申请日：2016-06-17
发明人： Tracy C. Allen , Charles J. Bryant , Kevin D. McKenzie , Ajay K. Moluguru , Eileen P. Tedesco , Cherri Vidmar
CPC分类号： H04M3/436 , H04M3/42042 , H04M3/42068 , H04M3/42153 , H04M3/53308 , H04M2201/12 , H04M2203/551
摘要： A method for screening an incoming call is provided. The method may include receiving a transmission of the incoming call in a user device. The method may include determining the incoming call originates from an area code of a telephone number associated with the user device. The method may include determining call information associated with a telephone number is stored within a database. The method may include determining at least one previous call from the telephone number has a call duration that does not satisfy a user preconfigured call duration threshold. The method may include determining the at least one determined previous call satisfies a maximum short call duration threshold. The method may also include determining a previous call frequency count satisfies a user preconfigured frequency threshold. The method may further include displaying the incoming call and an incorrectly dialed call notification on a display screen of the user device.
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公开(公告)号：US09723146B1
公开(公告)日：2017-08-01
申请号：US14825796
申请日：2015-08-13
CPC分类号： H04M3/5175 , G06F17/30864 , G06Q10/06393 , G06Q10/06398 , G06Q40/125 , H04M3/5183 , H04M2203/551
摘要： Described herein are systems and methods for generating and ascribing credit to customer representatives for facilitating conversations between the customer and other customer representatives. A representative may store notes regarding an interaction with a customer. Subsequently, a different representative may utilize those notes to facilitate a future interaction with the customer, and accordingly and concurrently indicate that the notes were useful. As a result of this indication, a rating related to the original representative may be positively influenced. This information may also be used to measure the relationship between the company and the customer and/or as a measure of how some or all customer representatives are performing.
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