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    Methods for handling voice and data teleservices through mobile devices with asynchronous communication
    1.
    发明授权
    Methods for handling voice and data teleservices through mobile devices with asynchronous communication 有权

    公开(公告)号：US11785144B2

    公开(公告)日：2023-10-10

    申请号：US17362221

    申请日：2021-06-29

    Applicant: Aurelio Luis Miguel Alonso Y Caloca

    Inventor： Aurelio Luis Miguel Alonso Y Caloca

    IPC: H04M3/523 ,  H04M3/51

    CPC classification number: H04M3/5237 ,  H04M3/5125 ,  H04M3/5175 ,  H04M3/5183

    Abstract: A method for handling contact center teleservices in voice and/or data through a plurality of mobile devices, such as smartphones, is disclosed. The invention is directed to a novel concept named “Event” in which any interaction between a customer and a call center platform via voice or data is uniquely identified. This concept introduces a functionality into the Cloud-Implemented Intelligent ACD making it able to identify each call or contact with a “tag” that is later used to manage all possible future interactions between the customers and the agents by linking them under the Agent Mobile Platform, while adding the capability to maintain open the communication originally established between a customer and an agent in the case of any communication interruption, either involuntary or voluntary, thus making the C-I IACD able to route the contact once the communication is reestablished or when the customer calls the contact center platform back again. This method enables the customer to be attended by one and the same agent for as many times as the business rules permit, until the customer closes the opened tag.

    Method of operating an ordering call center using voice recognition technology
    2.
    发明授权
    Method of operating an ordering call center using voice recognition technology 有权

    公开(公告)号：US09942404B1

    公开(公告)日：2018-04-10

    申请号：US14633694

    申请日：2015-02-27

    Applicant: IPDEV Co.

    Inventor： James B. Kargman

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

    CPC classification number: H04M3/5232 ,  G10L15/065 ,  H04M3/5125 ,  H04M3/5166

    Abstract: A system and method are provided for operating a call order center, comprising: obtaining voice training data for a call center service representative (CCSR) for phrases associated with an ordering process or products associated with the call order center; receiving customer call for an order by the CCSR on a telephone; activating a voice recognition system that accesses the CCSR voice training data via a switch; during a telephone call, issuing commands and providing data by the CCSR associated with the order to the voice recognition system that are translated and entered into an ordering system by the voice recognition system; and deactivating the voice recognition system via the switch. A role can be assigned to or deassigned from an employee based on their location relative to a particular location point within a work area.

    System, method, and computer readable medium for routing an agent to a preferred communications platform
    5.
    发明授权
    System, method, and computer readable medium for routing an agent to a preferred communications platform 有权
    用于将代理路由到优选通信平台的系统，方法和计算机可读介质

    公开(公告)号：US09584664B1

    公开(公告)日：2017-02-28

    申请号：US14590476

    申请日：2015-01-06

    Applicant: West Corporation

    Inventor： Jeffrey William Cordell ,  Gregory Stuart Cardin ,  James K. Boutcher

    IPC: H04M3/00 ,  H04M3/523

    CPC classification number: H04M3/5233 ,  H04M3/5125 ,  H04M3/5191

    Abstract: A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.

    Abstract translation: 用于将代理路由到优选通信平台的系统，方法和计算机可读介质包括访问包括路由策略的服务器，其中路由策略包括站点值，项目标识值，项目负载值和属性 代理的价值，其中站点价值比先于比代理的属性值先于的项目负载值的项目标识值先于先导，并且基于所述代理的结果将代理路由到优选环境 路由策略

    Cloud agent realizing method and system, and cloud agent server
    7.
    发明授权
    Cloud agent realizing method and system, and cloud agent server 有权
    云代理实现方法和系统，以及云代理服务器

    公开(公告)号：US09432512B2

    公开(公告)日：2016-08-30

    申请号：US14361431

    申请日：2012-03-01

    Applicant: Bo You

    Inventor： Bo You

    IPC: H04M3/00 ,  H04M3/51 ,  H04L29/08

    CPC classification number: H04M3/5183 ,  H04L67/1031 ,  H04L67/1097 ,  H04M3/5125 ,  H04M2203/6018 ,  H04M2207/45

    Abstract: Disclosed is a cloud agent realizing method, including that: an agent is communicatively connected to a cloud agent server, acquires a parameter of the agent and a parameter of the cloud agent server from the cloud agent server, and logs in to the cloud agent server according to the acquired parameters. Also disclosed are a cloud agent realizing system and a cloud agent server. With the disclosure, cloud agent registration and management are realized in a Next Generation Call Center Cloud NGC3.

    Abstract translation: 公开了一种云代理实现方法，包括：代理与云代理服务器通信连接，从云代理服务器获取代理的参数和云代理服务器的参数，并登录到云代理服务器 根据获得的参数。 还公开了云代理实现系统和云代理服务器。 通过本公开，云代理注册和管理在下一代呼叫中心云NGC3中实现。

    SYSTEMS AND METHODS FOR CUSTOMER CONTACT
    8.
    发明申请
    SYSTEMS AND METHODS FOR CUSTOMER CONTACT 审中-公开
    客户联系的系统和方法

    公开(公告)号：US20150324806A1

    公开(公告)日：2015-11-12

    申请号：US14805352

    申请日：2015-07-21

    Applicant: Amazon Technologies, Inc.

    Inventor： Jeremy A. Dashe ,  Jon R. Jay ,  Donald L. Kaufman ,  Yung-Chun Lin ,  Joseph D. Sullivan

    IPC: G06Q30/00 ,  H04M3/42

    CPC classification number: G06Q30/016 ,  G06Q10/10 ,  H04M3/42365 ,  H04M3/5125 ,  H04M7/0024

    Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.

    Abstract translation: 个人计算设备的用户可以识别由基于网络的服务提供的用户界面中显示的感兴趣的项目，并希望获得更多的信息。 用户可以向与联系人分发系统通信的联系人服务提交一个或多个电子联系人请求，以获得更多信息。 联系人分发系统确定服务代理的准确的实时可用性，并且使得客户和代理之间的通信能够根据用户提供的用户联系信息被建立。

    Managing held telephone calls at the call-forwarding system
    10.
    发明授权
    Managing held telephone calls at the call-forwarding system 有权
    在呼叫转移系统中管理电话

    公开(公告)号：US09160861B2

    公开(公告)日：2015-10-13

    申请号：US11201556

    申请日：2005-08-11

    Applicant: Sandra R. Abramson ,  Stephen M. Milton

    Inventor： Sandra R. Abramson ,  Stephen M. Milton

    IPC: H04M7/00 ,  H04M3/54 ,  H04M3/428 ,  H04M3/51 ,  H04M3/42 ,  H04M3/56

    CPC classification number: H04M3/546 ,  H04M3/42229 ,  H04M3/42314 ,  H04M3/4234 ,  H04M3/428 ,  H04M3/4288 ,  H04M3/5125 ,  H04M3/56 ,  H04M7/006 ,  H04M2207/08 ,  H04M2207/18

    Abstract: A method and an apparatus are disclosed that manage the held calls for an off-premises terminal at the system that extends calls to the terminal, such as a private branch exchange or other type of data-processing system, instead of at the system that is receiving the extended calls, such as a mobile switching center at which a cell phone is registered. The disclosed technique is based on the observation that the extending system knows of an incoming call to an off-premises terminal before the receiving system. As a result, the extending system can advantageously select the calls that it holds versus the calls that it sends to the receiving system. The extending system can control the routing costs and provide a consistent look-and-feel of call control to the off-premises terminal user.

    Abstract translation: 公开了一种方法和装置，其管理在系统处的外部终端的持续呼叫，该系统将诸如专用小交换机或其他类型的数据处理系统的终端的呼叫扩展到系统，而不是在系统 接收扩展呼叫，例如手机登记的移动交换中心。 所公开的技术基于在接收系统之前扩展系统知道到外部终端的呼入的观察。 结果，扩展系统可以有利地选择它所持有的呼叫与其发送到接收系统的呼叫。 扩展系统可以控制路由成本，并为外部终端用户提供一致的呼叫控制外观。

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