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公开(公告)号：US11671535B1
公开(公告)日：2023-06-06
申请号：US17172950
申请日：2021-02-10
CPC分类号： H04M3/5234 , G10L25/63 , H04M3/42059 , H04M3/5232 , H04M3/5237 , H04M3/5238 , H04M2203/551
摘要： Systems, methods, and computer program products provide a digital twin of a call center or call center network, including the members, representatives, and algorithms therein. The digital twin can be used to model real-world call centers and call center networks or may be modified to test changes (in the center/network's control such as algorithms or representative staffing, or beyond the center network's controls such as callers) before they are implemented in real-world production environments. Call loads, which may be based on real call loads or generated differently, can be used to test current or contemplated call center/network arrangements. The digital twin can be validated through comparison with data received from the real-world call center(s)/network(s) it models.
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公开(公告)号：US12081703B1
公开(公告)日：2024-09-03
申请号：US18178667
申请日：2023-03-06
CPC分类号： H04M3/5234 , G10L25/63 , H04M3/42059 , H04M3/5232 , H04M3/5237 , H04M3/5238 , H04M2203/551
摘要： Systems, methods, and computer program products provide a digital twin of a call center or call center network, including the members, representatives, and algorithms therein. The digital twin can be used to model real-world call centers and call center networks or may be modified to test changes (in the center/network's control such as algorithms or representative staffing, or beyond the center network's controls such as callers) before they are implemented in real-world production environments. Call loads, which may be based on real call loads or generated differently, can be used to test current or contemplated call center/network arrangements. The digital twin can be validated through comparison with data received from the real-world call center(s)/network(s) it models.
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公开(公告)号：US11233905B1
公开(公告)日：2022-01-25
申请号：US16791769
申请日：2020-02-14
摘要： Systems and methods receiving performance data associated with a call center network; utilizing the performance data to create a model of the call center network; employing the model to run a simulation of the call center network that generates performance data associated with the model; using the model to generate solution parameters for the call center network; and providing the solution parameters to the call center network implementation in the call center network.
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