公开(公告)号：US20240152934A1

公开(公告)日：2024-05-09

申请号：US18053634

申请日：2022-11-08

申请人： INCONTACT INC.

发明人： Tom OTVOS ,  Don REITH

IPC分类号： G06Q30/00

CPC分类号： G06Q30/018

摘要： A system automatically validates stored information related to a contact session. The system includes a processor configured with instructions to: receive a recording or transcript of a contact session; receive or generate metadata related to the recording or transcript; store the recording, transcript, and metadata in a memory; compute a hash of at least the recording, transcript, or metadata; and store the hash in a blockchain. The hash is indexed within the blockchain by at least a portion of the metadata. The processor is also configured to: retrieve the hash from the blockchain; retrieve the hash from memory or re-compute the hash; compare the retrieved hash to the re-computed hash or the hash retrieved from memory. If the retrieved hash matches the re-computed hash or the hash retrieved from memory, the system will generate a first output, and if not, the system will generate a second output.

公开(公告)号：US20230305897A1

公开(公告)日：2023-09-28

申请号：US17701806

申请日：2022-03-23

申请人： InContact Inc.

发明人： Swati Pranay Kadu ,  Salil Dhawan ,  Mukesh Kumar Agarwal ,  Karthik Srinivasan ,  Akhilesh Suresh Mahajan

IPC分类号： G06F9/50 ,  G06F16/27 ,  G06F16/25

CPC分类号： G06F9/5038 ,  G06F16/27 ,  G06F16/256 ,  G06F2209/5021

摘要： A method and system for data synchronization in a multi-tenant data synchronization system is provided. The method and system can allow for prioritizing events from a plurality of tenants for synchronization based at least one, a tenant prioritization score

公开(公告)号：US20230281198A1

公开(公告)日：2023-09-07

申请号：US18144209

申请日：2023-05-07

申请人： InContact INC.

发明人： Damian Brhel ,  Rahul Vyas ,  Salil Dhawan

IPC分类号： G06F16/2453 ,  G06Q10/0633

CPC分类号： G06F16/24534 ,  G06Q10/0633

摘要： A computerized-method for reducing wait-time in a multichannel-contact-center. For each query that is not resolved by a bot: a. selecting a digital-channel-type from a plurality of digital-channel-types; b. operating an aggregator module on the selected digital-channel-type to aggregate the received query and similar pending queries into a group-of-queries; c. operating a tracker-module on the group-of-queries to identify a query-resolution and to send a notification as to the query-resolution to the customer via the digital-channel-type that the query has been received; and d. repeating operations a.-c. until a query-resolution has been identified or all digital-channel-types in the plurality of digital-channel-types have been selected.

公开(公告)号：US20230251996A1

公开(公告)日：2023-08-10

申请号：US18135226

申请日：2023-04-17

申请人： InContact INC.

发明人： Seemit SHAH

IPC分类号： G06F16/11

CPC分类号： G06F16/125

摘要： A computenzed-method for determimng and utilizing an effectiveness of lifecycle-management for storage of mteractions-related objects In a computerized system that is comununicating with a multi-tier storage in a cloud-environment having a lifecycle-rules data-storage to store one or more lifecycle-rules operating a Retention Effectiveness Calculation (REC) module The operating of the REC module includes: (i) retrieving all lifecycle-rules from the lifecycle-rules data-storage; (ii) for each lifecycle-rule in the lifecycle rules data-storage calculating a Rule Effectiveness Score (RES) (in) grouping all the calculated RES by media type, (iv) for each media type, calculating an Object Retention Score (ORS) for the media type, (v) dividing an aggregation of the ORS of all media types by a total number of media types to yield a total ORS for a contact-center, and (vi) updating each lifecycle-rule by changmg span of interactions-related-objects in active-storage.

公开(公告)号：US11659091B2

公开(公告)日：2023-05-23

申请号：US17324460

申请日：2021-05-19

申请人： inContact INC.

发明人： Alfred Shane Cordon

IPC分类号： H04M3/523 ,  G06N20/00

CPC分类号： H04M3/5233 ,  G06N20/00 ,  H04M2203/402

摘要： A computerized-method for operating an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements, to maximize capacity of an agent in a contact center by omni session handling, is provided herein. The computerized-method may retrieve one or more interactions from a Customer-Relations-Management database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions to an agent or to a team of agents and then present the agent with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.

公开(公告)号：US11659088B1

公开(公告)日：2023-05-23

申请号：US17665538

申请日：2022-02-06

申请人： inContact INC.

发明人： Kunal Khanvilkar ,  Rahul Vyas ,  Salil Dhawan ,  Sourav Chauhan

IPC分类号： H04M3/51 ,  G06Q10/06 ,  H04M3/493 ,  G06Q10/0639

CPC分类号： H04M3/5183 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M3/493 ,  H04M3/5166

摘要： A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory-digital-channel type. The computerized-method may include operating an Abandoned-Interactions-Input-Utilization (AIIU) module. The AIIU-module may include: (a) operating an accumulator-module to: (i) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer-module; (b) for each abandoned inbound-interaction of the abandoned inbound-interactions, a. operating the analyzer-module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory-digital-channel type; b. operating a processor-module to: (i) identify an agent having skills to handle the extracted query and (ii) prepare a task based on the extracted query context and metadata and the identified satisfactory digital-channel type; and (c) sending the task to a routing-system to be assigned to the identified agent for operation thereof via the identified satisfactory-digital-channel type.

公开(公告)号：US11647118B1

公开(公告)日：2023-05-09

申请号：US17862431

申请日：2022-07-12

申请人： inContact INC.

发明人： Harshad Ambekar ,  Salil Dhawan ,  Swati Kadu

IPC分类号： H04M3/523 ,  H04M3/51 ,  H04L67/10

CPC分类号： H04M3/5232 ,  H04L67/10

摘要： A computerized-method for service monitoring and rate limiting for a service for a request router in a SaaS-platform-contact-center is provided herein. When a service-monitoring-module for a microservice of the SaaS-platform-contact-center is operating and a request-router is in a throttle-mode for a service-of-the-microservice, operating a Tenants Prioritization (TP) module. The TP module includes: determining a tenant-tier-level having a determined quota-of-service-requests; receiving a degradation-level from the service-monitoring-module, for a preconfigured-period; reducing corresponding predefined total-number-of-allowed-requests by a first-threshold, when the degradation-level of the service-of-the-microservice has degraded by a second-threshold, during the preconfigured-period; increasing the corresponding predefined total-number-of-allowed-requests by the first-threshold, when the degradation-level of the service-of-the-microservice has improved by the second-threshold, during the preconfigured period; and instructing the request-router to get out of throttle-mode for the service-of-the-microservice, when the degradation-level of the service-of-the-microservice has improved by the second-threshold during the preconfigured period and there is an indication that the service-of-the-microservice has been degraded.

公开(公告)号：US11546826B2

公开(公告)日：2023-01-03

申请号：US17730361

申请日：2022-04-27

申请人： INCONTACT INC.

发明人： Salil Dhawan ,  Ashish Seth ,  Sebastien Roland Mancel ,  Tushar Deshmukh ,  Deepak Tiwari ,  Saiprasad Vyawahare ,  Omkar Shrihari Joglekar ,  Mukesh Kumar Agarwal ,  Rahul Vyas

IPC分类号： H04W4/00 ,  H04W40/12 ,  H04L43/0829 ,  H04L43/0864 ,  H04L43/087

摘要： Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

公开(公告)号：US20220368651A1

公开(公告)日：2022-11-17

申请号：US17318160

申请日：2021-05-12

申请人： INCONTACT INC.

发明人： Jon LUU ,  Madan BHATTARAI ,  Travis T. YATES

IPC分类号： H04L12/911 ,  H04L12/923

摘要： A system is provided for enforcing time-based user access levels in a computing infrastructure of an organization. The system includes a processor and a computer readable medium operably coupled thereto, to perform operations which include executing a synchronization of the time-based user access levels, obtaining a first login identifier (ID) of a plurality of login IDs for a group of employees of the organization, identifying a position ID and an employment status ID for the first login ID, determining a current time and a last login timestamp for the first login ID, determining a time-based access rule for the group of employees, determining whether a time period from the last login timestamp to the current time violates the time-based access rule, and setting, for the synchronization of the first login ID, at least a first access level of the first login ID to computing resources.

公开(公告)号：US20220272198A1

公开(公告)日：2022-08-25

申请号：US17705841

申请日：2022-03-28

申请人： InContact Inc.

发明人： Anderson FOGGIATTO ,  Diego Roberto VIEIRA CASSIANO ,  Joao ARMENIO NETO

IPC分类号： H04M3/51 ,  H04L67/12

摘要： A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.