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1.发明申请System For Establishing Outbound Communications With Contacts From A Call Center 审中-公开通过呼叫中心联系人建立外向通信系统公开(公告)号：US20080159521A1
公开(公告)日：2008-07-03
申请号：US11618223
申请日：2006-12-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5158 , H04M3/42374
摘要： A method for determining a statistical probability that a contact will answer a pending outbound call includes steps for (a) performing a lookup in a data repository to determine presence status of the contact relative to a network server, (b) equating the presence status found to a value, and (c) comparing the presence value to a predetermined system value.
摘要翻译： 用于确定联系人将应答未决出站呼叫的统计概率的方法包括以下步骤：（a）在数据存储库中执行查找以确定联系人相对于网络服务器的存在状态，（b）将所发现的存在状态相等 （c）将存在值与预定系统值进行比较。
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公开(公告)号：US20090171668A1
公开(公告)日：2009-07-02
申请号：US11966913
申请日：2007-12-28
IPC分类号： G10L21/00
CPC分类号： G06N5/025 , G10L15/26 , G10L17/22 , G10L25/72 , H04M3/5133 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M2203/357
摘要： A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.
摘要翻译： 用于在媒体特定对话中指导代理的管理系统具有用于将当前对话作为机器可读文本实例化的转换引擎，如果对话在语音媒体中，则用于从文本确定事实的上下文分析引擎，用于 基于事实输入来声明规则，以及呈现引擎，用于向代理人呈现信息以指导代理在对话中。 上下文分析引擎将确定的事实传递给规则引擎，规则引擎根据事实选择和断言呈现引擎规则，并且呈现引擎基于所声明的规则向代理提供定期更新的指导。
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公开(公告)号：US09092733B2
公开(公告)日：2015-07-28
申请号：US11966913
申请日：2007-12-28
CPC分类号： G06N5/025 , G10L15/26 , G10L17/22 , G10L25/72 , H04M3/5133 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M2203/357
摘要： A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.
摘要翻译： 用于在媒体特定对话中指导代理的管理系统具有用于将当前对话作为机器可读文本实例化的转换引擎，如果对话在语音媒体中，则用于从文本确定事实的上下文分析引擎，用于 基于事实输入来声明规则，以及呈现引擎，用于向代理人呈现信息以指导代理在对话中。 上下文分析引擎将确定的事实传递给规则引擎，规则引擎根据事实选择和断言呈现引擎规则，并且呈现引擎基于所声明的规则向代理提供定期更新的指导。
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公开(公告)号：US08135774B2
公开(公告)日：2012-03-13
申请号：US11616738
申请日：2006-12-27
申请人： Andrey Ryabchun , Petr Makagon , Herbert Ristock , Nikolai Anisimov , Dave Sneyders , S. Michael Perlmutter
发明人： Andrey Ryabchun , Petr Makagon , Herbert Ristock , Nikolai Anisimov , Dave Sneyders , S. Michael Perlmutter
IPC分类号： G06F15/16
CPC分类号： H04L67/306 , H04L51/04 , H04M3/5191
摘要： A network-based interaction system includes a machine connected to the network for receiving and routing an interaction request, a server application having access to the network for matching an interaction request to a profile, and a data repository for storing profile information.
摘要翻译： 基于网络的交互系统包括连接到网络的用于接收和路由交互请求的机器，具有访问网络以便将交互请求与简档进行匹配的服务器应用程序以及用于存储简档信息的数据存储库。
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公开(公告)号：US08315374B2
公开(公告)日：2012-11-20
申请号：US12480023
申请日：2009-06-08
IPC分类号： H04M3/00
CPC分类号： H04M3/53 , H04M3/42153 , H04M3/42221 , H04M3/5166 , H04M3/5191
摘要： A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.
摘要翻译： 记录系统具有能够监视企业的代理和第二人之间的交互的接口，能够记录交互并将记录存储在数据存储库中的记录装置以及存储在机器可读介质中并从其执行的软件 提供用于控制记录装置的功能的软件。 软件响应来自第二人员的输入来控制记录装置。
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6.发明申请Method for Predictive Routing of Incoming Transactions Within a Communication Center According to Potential Profit Analysis 审中-公开根据潜在利润分析，通信中心内进入交易的预测路由方法公开(公告)号：US20090171752A1
公开(公告)日：2009-07-02
申请号：US11965958
申请日：2007-12-28
IPC分类号： G06Q10/00
CPC分类号： G06Q30/02 , G06Q10/06 , G06Q10/063
摘要： A transaction routing method in a contact center has steps for (a) identifying an initiator of a received transaction; (b) gathering information about the initiator of the transaction; (c) determining agents available to receive and service the transaction, and gathering information about the agents; (d) using the gathered information, determining a product or promotion; (e) forming combinations among the available agents, the initiator, and the products; (f) determining potential profit contribution or probability for individual ones of the combinations formed in step (e); and (g) selecting an agent to service the transaction based on the potential profitability determined in step (f).
摘要翻译： 联络中心中的交易路由方法具有以下步骤：（a）识别接收到的交易的发起者; （b）收集有关交易发起人的信息; （c）确定可用于接收和服务交易的代理人，以及收集有关代理人的信息; （d）使用收集的信息，确定产品或促销活动; （e）在可用的试剂，引发剂和产物之间形成组合; （f）确定在步骤（e）中形成的组合中的各个组合的潜在利润贡献或概率; 以及（g）基于在步骤（f）中确定的潜在利润率来选择代理服务于交易。
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7.发明申请Customer-Enabled Evaluation and and Control of Communication Center Agent Contact 审中-公开客户启用的通信中心代理联系人的评估和控制公开(公告)号：US20090168989A1
公开(公告)日：2009-07-02
申请号：US11965053
申请日：2007-12-27
IPC分类号： H04M3/00
CPC分类号： H04M3/5235 , H04M3/4217 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/5231 , H04M3/5232 , H04M2203/408
摘要： A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.
摘要翻译： 通信中心具有在工作站上操作并具有与客户交互的代理，用于将从客户到代理的传入事务路由的路由器以及与特定客户相关联的路由规则集。 规则集中的单个规则集包括与规则集相关联的客户设置的一个或多个联系约束。
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公开(公告)号：US09979737B2
公开(公告)日：2018-05-22
申请号：US12346441
申请日：2008-12-30
CPC分类号： H04L63/126 , G06Q10/06 , G06Q10/0637 , G06Q10/105 , G06Q30/06
摘要： A method, using trust software executing from a machine-readable medium on a computerized appliance operating as a trust authority, to assign to a person, a file, or an enterprise an indication of trustworthiness, includes steps of (a) assembling information concerning the person, file, or enterprise; (b) applying trust logic to the information assembled for individual ones of the persons, files or enterprises to assign a trust score; and (c) storing the score associated with at least an identity of the person, file or enterprise.
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公开(公告)号：US20130339205A1
公开(公告)日：2013-12-19
申请号：US13901204
申请日：2013-05-23
IPC分类号： G06Q40/00
CPC分类号： G06Q40/00
摘要： An asset tracking and reporting system has a network-connected computerized appliance having at least one processor and one or more data repositories, at least one of the data repositories being non-transitory and coded instructions executing on the at least one processor from the at least one non-transitory data repository. The coded instructions causing the system to register individuals or enterprises as users assuming one or more roles, enable users to enter and edit information through interactive interfaces provided, the information regarding individual assets in defined categories, the assets owned by the user, track user activities related to user's assets, connect users to resources to determine value for the individual assets, and to aggregate and report asset valuation according to user identity.
摘要翻译： 资产跟踪和报告系统具有网络连接的计算机化设备，其具有至少一个处理器和一个或多个数据存储库，至少一个数据存储库是至少从至少一个处理器执行的非暂时性和编码指令 一个非临时数据存储库。 编码指令导致系统将个人或企业注册为承担一个或多个角色的用户，使用户能够通过提供的交互界面输入和编辑信息，关于定义类别中的个人资产的信息，用户拥有的资产，跟踪用户活动 与用户资产相关联，将用户连接到资源以确定个人资产的价值，并根据用户身份汇总和报告资产估值。
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公开(公告)号：US20100310056A1
公开(公告)日：2010-12-09
申请号：US12480023
申请日：2009-06-08
CPC分类号： H04M3/53 , H04M3/42153 , H04M3/42221 , H04M3/5166 , H04M3/5191
摘要： A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.
摘要翻译： 记录系统具有能够监视企业的代理和第二人之间的交互的接口，能够记录交互并将记录存储在数据存储库中的记录装置以及存储在机器可读介质中并从其执行的软件 提供用于控制记录装置的功能的软件。 软件响应来自第二人员的输入来控制记录装置。
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