公开(公告)号：US10713668B2

公开(公告)日：2020-07-14

申请号：US13922528

申请日：2013-06-20

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/00 ,  G06Q30/02

Abstract: A method and a system for adaptive outbound campaign are provided. The system includes a monitoring module for real-time monitoring of public sentiment to an outbound campaign. Further, the system includes an adaptive module communicably coupled to the monitoring module. The adaptive module further adapts one or more parameters corresponding to the outbound campaign based on the monitored public sentiment.

公开(公告)号：US10229676B2

公开(公告)日：2019-03-12

申请号：US13646303

申请日：2012-10-05

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Keith Ponting ,  Valentine C. Matula

IPC: G10L15/22 ,  G10L15/00 ,  G10L17/22 ,  G10L15/26 ,  G10L15/08

Abstract: Methods and systems for identifying specified phrases within audio streams are provided. More particularly, a phrase is specified. An audio stream is them monitored for the phrase. In response to determining that the audio stream contains the phrase, verification from a user that the phrase was in fact included in the audio stream is requested. If such verification is received, the portion of the audio stream including the phrase is recorded. The recorded phrase can then be applied to identify future instances of the phrase in monitored audio streams.

公开(公告)号：US09363377B2

公开(公告)日：2016-06-07

申请号：US13922555

申请日：2013-06-20

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: G06F15/173 ,  H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5237 ,  G06Q10/06 ,  H04M3/5133 ,  H04M3/523 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/406

Abstract: An agent login optimization system for optimizing login of agents at communication managers of a contact center is provided. The agent login optimization system includes a monitoring module for monitoring predetermined activities at a plurality of communication managers in the contact center. The monitoring includes monitoring call traffic at the plurality of communication managers and monitoring login requests of agents. The agent login optimization system further includes a determination module configured to determine a suitable communication manager from the plurality of communication managers based upon the monitoring to login an agent. The agent login optimization system further includes an agent login module for logging the agent into the suitable communication manager.

Abstract translation: 提供了一种用于优化联络中心通信管理员代理登录的代理登录优化系统。 代理登录优化系统包括用于监视联络中心中的多个通信管理器处的预定活动的监视模块。 监视包括监视多个通信管理器处的呼叫流量和监视代理的登录请求。 代理登录优化系统还包括确定模块，该确定模块被配置为基于对登录代理的监视从多个通信管理器确定合适的通信管理器。 代理登录优化系统还包括用于将代理记录到合适的通信管理器中的代理登录模块。

公开(公告)号：US09237234B2

公开(公告)日：2016-01-12

申请号：US13924669

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2203/401

Abstract: A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold.

Abstract translation: 提供了一种用于联络中心的参数修改系统。 参数修改系统包括用于使用户能够提供指示要修改的一个或多个参数的输入的输入模块。 所述参数修改系统还包括用于基于与所述多个参数相关联的关键性能指标（KPI）确定曲面的确定模块。 确定模块还确定所确定的表面中的最佳路径。 参数修改系统还包括修改模块，用于沿所确定的最佳路径修改一个或多个参数，使得与一个或多个参数相关联的关键性能指标保持在预定阈值内。

公开(公告)号：US20150287062A1

公开(公告)日：2015-10-08

申请号：US14245855

申请日：2014-04-04

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  James Hickey

IPC: G06Q30/02

CPC classification number: G06Q30/0203

Abstract: In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

Abstract translation: 为了提供反映双方之间通信会话细节的调查，监督双方之间已建立的通信会话的内容。 识别通信会话的内容中的一个或多个主题。 例如，可以监视客户和呼叫中心代理之间的语音通信以识别特定主题，诸如关于汽车保险的讨论。 根据确定的主题，通过将调查主题纳入调查来产生调查。 例如，调查可以包括一个关于他的四轮驱动SUV的客户汽车保险的问题，这是在通话期间讨论的。 然后将调查提交给或发送给通信会议的一方。

公开(公告)号：US20150120904A1

公开(公告)日：2015-04-30

申请号：US14063285

申请日：2013-10-25

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Patrick Tendick ,  Sheldon Davis

IPC: H04L29/08 ,  H04L12/26

CPC classification number: H04L67/148 ,  G06F9/544 ,  H04L29/08576 ,  H04L29/08639 ,  H04L67/10 ,  H04L67/14 ,  H04M3/5166 ,  H04M3/5183

Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.

Abstract translation: 第一个通信会话是用第一语言编写的第一个应用程序创建的。 在第一个应用程序的第一个变量中检测到更改。 响应于检测到第一变量的变化，从第一应用程序检索第一变量。 第一通信会话被传送到用第二语言编写的第二应用程序。 在第二应用中的第二变量中检测到变化。 响应于检测到第二变量的变化，从第二应用程序检索第二变量。 第一个变量和第二个变量之间匹配一对常见的变量。 第一通信会话和所转移的第一通信会话响应于匹配公共变量对而被关联作为公共通信会话。 第一个多个变量中的一个或多个然后被第二个应用程序使用。

公开(公告)号：US20140376710A1

公开(公告)日：2014-12-25

申请号：US13925024

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/523 ,  H04M2203/401

Abstract: A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.

Abstract translation: 提供了一种用于提高联络中心内的性能的方法和系统。 该方法包括监视与具有与其相关联的一个或多个代理的联络中心对应的一个或多个关键绩效指标（KPI）。 该方法还包括基于分配给每个关键性能指标的权重来确定KPI的加权和。 此外，该方法包括修改联络中心内的一个或多个参数，以便当KPI的加权和跨越超过阈值水平时改善KPI的加权和。

公开(公告)号：US20140254790A1

公开(公告)日：2014-09-11

申请号：US13789190

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2201/18 ,  H04M2203/555

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract translation: 提供了一种用于在联络中心的呼叫路由期间选择代理的代理选择系统。 代理选择系统包括数据挖掘模块，用于从预先配置的资源（例如，社交网络站点）向矿工代理相关数据。 代理选择系统还包括简档模块，用于基于开采代理相关数据构建一个或多个代理简档。 代理选择系统还包括映射模块，配置成将客户工作请求中的客户简档与一个或多个代理简档进行映射。 代理选择系统还包括选择模块，用于基于客户简档和一个或多个代理简档之间的映射来选择用于处理客户工作请求的代理。

公开(公告)号：US09876860B2

公开(公告)日：2018-01-23

申请号：US14063285

申请日：2013-10-25

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Patrick Tendick ,  Sheldon Davis

IPC: H04L29/08 ,  G06F9/54 ,  H04M3/51

CPC classification number: H04L67/148 ,  G06F9/544 ,  H04L29/08576 ,  H04L29/08639 ,  H04L67/10 ,  H04L67/14 ,  H04M3/5166 ,  H04M3/5183

Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.

公开(公告)号：US20150221299A1

公开(公告)日：2015-08-06

申请号：US14172297

申请日：2014-02-04

Applicant: Avaya, Inc.

Inventor： Valentine C. Matula ,  Shmuel Shaffer

IPC: G10L15/08 ,  H04M3/51 ,  G10L25/48

CPC classification number: G10L15/08 ,  G10L25/48 ,  G10L25/51 ,  G10L2015/088 ,  H04M3/2227 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/404

Abstract: Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing.

Abstract translation: 联络中心代理商经常在其他代理商附近工作。 作为主要代理人进行呼叫，可以由主代理的麦克风拾取相邻代理语音。 使用自动语音识别系统的联络中心可以监控代理人的关键词语，并且如果检测到，则相应地进行响应。 确定主要代理人是一个关键术语，当关键术语的真正发言人是相邻代理人时，可能会导致错误或其他问题。 至少表征主代理的语音，然后，一旦检测到关键术语，确定是否是主要代理人谈论关键术语，可能有助于减少错误。 此外，由于非关键术语可能被快速丢弃，并且可选地，被确定为不被主代理人讲话的关键术语也可能被丢弃，而无需进一步处理，可以减少计算要求。