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1. 发明申请

US20100014511A1 CALL CENTERS FOR PROVIDING CUSTOMER SERVICES IN A TELECOMMUNICATIONS NETWORK 有权
标题翻译：呼叫中心在电信网络中提供客户服务
公开(公告)号：US20100014511A1
公开(公告)日：2010-01-21
申请号：US12486995
申请日：2009-06-18
申请人： Ran Ezerzer , Roberto Armando Portillo Jarquin , Ali Aljane , Eli Ben Borodow , Gerald Augustin Holly, JR. , Edwin Kenneth Margulies
发明人： Ran Ezerzer , Roberto Armando Portillo Jarquin , Ali Aljane , Eli Ben Borodow , Gerald Augustin Holly, JR. , Edwin Kenneth Margulies
IPC分类号： H04M3/00 , H04L12/66
CPC分类号： H04L41/0893 , H04L65/1016 , H04L65/1069 , H04L65/4007 , H04M3/51 , H04M3/5175 , H04M3/523
摘要： A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.
摘要翻译：基于软件的分布式架构允许使用实时和非实时消息，通过多媒体消息快速配置和容错企业代理和外部客户之间的互动容错呼叫中心。实时消息包括基于Web的聊天，表单和应用程序共享，PSTN呼叫以及传入和传出的IP语音呼叫。非实时消息包括网络回叫请求，语音消息，传真消息和电子邮件消息。该架构提供了多个公司之间共享非专用资源，镜像热备份，动态资源配置和分配，动态负载平衡以及根据订阅服务限制对个别公司实施服务控制。

2. 发明申请

US20060262922A1 Dynamic customer satisfaction routing 有权
标题翻译：动态客户满意路由
公开(公告)号：US20060262922A1
公开(公告)日：2006-11-23
申请号：US11376486
申请日：2006-03-15
申请人： Edwin Margulies , Eli Borodow , Ran Ezerzer , Ali Aljane , William Seebauer
发明人： Edwin Margulies , Eli Borodow , Ran Ezerzer , Ali Aljane , William Seebauer
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5232 , G06Q30/02 , H04M3/5233
摘要： The present invention provides a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences, whether originating from the customer, agent, or agent supervisor, is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user.
摘要翻译：本发明提供了一种强大的客户服务环境，其采用“关键性能指标”（KPI），其代表了客户交互经验以及代理性能在互动交互的基础上的总体功效。 KPI可以是用于测量与呼叫中心交互相关的信息类别（例如，客户满意度或代理能力/性能）的任何度量。来自客户体验的输入，无论是来自客户，代理人还是代理主管，都被编目并链接到一个或多个KPI。关键性能指标与关键性能指标模板相关联，该模板与包含由关键性能指标模板驱动的路由规则，触发器和特定操作的项目相关联。该项目可能是电话/ IVR项目，Web CallBack项目，电子邮件项目或聊天项目。关键性能指标模板的执行触发来自呼叫中心用户的前，期间和/或后呼叫，-chat，-CallBack或 - 电话输入。

3. 发明授权

US07962644B1 Systems and methods for handling a plurality of communications 有权
标题翻译：用于处理多个通信的系统和方法
公开(公告)号：US07962644B1
公开(公告)日：2011-06-14
申请号：US10233152
申请日：2002-08-28
申请人： Ran Ezerzer , Ali Aljane , Pierre St-Cyr , Imed Yahmadi , Eli B. Borodow , Edwin Kenneth Margulies , Pablo M. Rodriguez
发明人： Ran Ezerzer , Ali Aljane , Pierre St-Cyr , Imed Yahmadi , Eli B. Borodow , Edwin Kenneth Margulies , Pablo M. Rodriguez
IPC分类号： G06F15/173 , H04L12/66 , H04M3/00 , H04M5/00
CPC分类号： H04M3/5191 , H04M3/4234 , H04M3/5125 , H04M3/5175 , H04M7/12
摘要： A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers.
摘要翻译：被配置为处理多个通信的分布式通信中心包括用户区域，web区域和网络区域。用户区域包括多个远程终端，其使通信中心人员和终端用户能够通过网络区域与分布式通信中心远程接口。网络区域包括一个或多个配置的Web服务器和一个或多个邮件服务器，用于将用户区域中的远程终端与网络区域相连接。网络区域包括一个或多个电话服务器和一个或多个应用服务器。

4. 发明授权

US07039176B2 Call center administration manager with rules-based routing prioritization 有权
公开(公告)号：US07039176B2
公开(公告)日：2006-05-02
申请号：US09902069
申请日：2001-07-09
申请人： Eli Ben Borodow , Ran Ezerzer , Edwin Kenneth Margulies
发明人： Eli Ben Borodow , Ran Ezerzer , Edwin Kenneth Margulies
IPC分类号： H04M3/523
CPC分类号： H04M3/51 , H04L29/06027 , H04L41/0893 , H04L65/1069 , H04L65/4007 , H04M3/5175
摘要： A multi-media call center provides an interface tool for enabling non-technical personnel of a company running the call center to provision and configure the call center from available resources. The calls received by the call center are identified and their attributes useful in queuing the calls are determined. Based on the attributes, priority ratings are computed for the calls by applying a predetermined function to the attributes, and the calls are queued in accordance with their respective priority ratings. The weights to be given to the various priority attributes and the initial values of the customer-specific priority attributes are set through the interface tool during the provisioning and configuring process. The attributes are linked to the call center's live database, and the values of the customer-specific priority attributes are dynamically updated, so that events relevant to call prioritization that occur after the initial configuration has been completed can affect call queuing.

5. 发明授权

US08346942B2 Call centers for providing customer services in a telecommunications network 有权
公开(公告)号：US08346942B2
公开(公告)日：2013-01-01
申请号：US12486995
申请日：2009-06-18
申请人： Ran Ezerzer , Roberto Armando Portillo Jarquin , Ali Aljane , Eli Ben Borodow , Gerald Augustin Holly, Jr. , Edwin Kenneth Margulies
发明人： Ran Ezerzer , Roberto Armando Portillo Jarquin , Ali Aljane , Eli Ben Borodow , Gerald Augustin Holly, Jr. , Edwin Kenneth Margulies
IPC分类号： G06F15/16
CPC分类号： H04L41/0893 , H04L65/1016 , H04L65/1069 , H04L65/4007 , H04M3/51 , H04M3/5175 , H04M3/523
摘要： A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.

6. 发明授权

US08885812B2 Dynamic customer satisfaction routing 有权
标题翻译：动态客户满意路由
公开(公告)号：US08885812B2
公开(公告)日：2014-11-11
申请号：US11376486
申请日：2006-03-15
申请人： Edwin Kenneth Margulies , Eli Ben Borodow , Ran Ezerzer , Ali Aljane , William Scott Seebauer
发明人： Edwin Kenneth Margulies , Eli Ben Borodow , Ran Ezerzer , Ali Aljane , William Scott Seebauer
IPC分类号： H04M3/00 , H04M3/523 , G06Q30/02
CPC分类号： H04M3/5232 , G06Q30/02 , H04M3/5233
摘要： Embodiments of the present invention provide a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user.
摘要翻译：本发明的实施例提供了一种强大的客户服务环境，其采用“关键绩效指标”（KPI），其代表客户交互经验以及代理性能在交互互动的基础上的总体功效。 KPI可以是用于测量与呼叫中心交互相关的信息类别（例如，客户满意度或代理能力/性能）的任何度量。来自客户体验的输入被编目并链接到一个或多个KPI。关键性能指标与关键性能指标模板相关联，该模板与包含由关键性能指标模板驱动的路由规则，触发器和特定操作的项目相关联。该项目可能是电话/ IVR项目，Web CallBack项目，电子邮件项目或聊天项目。关键性能指标模板的执行触发来自呼叫中心用户的前，期间和/或后呼叫，-chat，-CallBack或 - 电话输入。

7. 发明授权

US08549107B2 Systems and methods for handling a plurality of communications for different companies 有权
标题翻译：用于处理不同公司的多个通信的系统和方法
公开(公告)号：US08549107B2
公开(公告)日：2013-10-01
申请号：US13102970
申请日：2011-05-06
申请人： Ran Ezerzer , Ali Aljane , Pierre St-Cyr , Imed Yahmadi , Eli B. Borodow , Edwin Kenneth Margulies , Pablo M. Rodriguez
发明人： Ran Ezerzer , Ali Aljane , Pierre St-Cyr , Imed Yahmadi , Eli B. Borodow , Edwin Kenneth Margulies , Pablo M. Rodriguez
IPC分类号： G06F15/16
CPC分类号： H04M3/5191 , H04M3/4234 , H04M3/5125 , H04M3/5175 , H04M7/12
摘要： A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers.
摘要翻译：被配置为处理多个通信的分布式通信中心包括用户区域，web区域和网络区域。用户区域包括多个远程终端，其使通信中心人员和终端用户能够通过网络区域与分布式通信中心远程接口。网络区域包括一个或多个配置的Web服务器和一个或多个邮件服务器，用于将用户区域中的远程终端与网络区域相连接。网络区域包括一个或多个电话服务器和一个或多个应用服务器。

8. 发明申请

US20110213860A1 Systems and Methods for Handling a Plurality of Communications For Different Companies 有权
标题翻译：为不同公司处理多种通信的系统和方法
公开(公告)号：US20110213860A1
公开(公告)日：2011-09-01
申请号：US13102970
申请日：2011-05-06
申请人： Ran Ezerzer , Ali Aljane , Pierre St-Cyr , Imed Yahmadi , Eli B. Borodow , Edwin Kenneth Margulies , Pablo M. Rodriguez
发明人： Ran Ezerzer , Ali Aljane , Pierre St-Cyr , Imed Yahmadi , Eli B. Borodow , Edwin Kenneth Margulies , Pablo M. Rodriguez
IPC分类号： G06F15/16
CPC分类号： H04M3/5191 , H04M3/4234 , H04M3/5125 , H04M3/5175 , H04M7/12
摘要： A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers.
摘要翻译：被配置为处理多个通信的分布式通信中心包括用户区域，web区域和网络区域。用户区域包括多个远程终端，其使通信中心人员和终端用户能够通过网络区域与分布式通信中心远程接口。网络区域包括一个或多个配置的Web服务器和一个或多个邮件服务器，用于将用户区域中的远程终端与网络区域相连接。网络区域包括一个或多个电话服务器和一个或多个应用服务器。

9. 发明申请

US20070038499A1 UNIVERSAL WORKFLOW-BASED ROUTING 有权
标题翻译：通用工作流程路由
公开(公告)号：US20070038499A1
公开(公告)日：2007-02-15
申请号：US11277125
申请日：2006-03-21
申请人： Edwin Margulies , Eli Borodow , Ran Ezerzer , Ali Aljane , William Seebauer , Imed Yahmadi
发明人： Edwin Margulies , Eli Borodow , Ran Ezerzer , Ali Aljane , William Seebauer , Imed Yahmadi
IPC分类号： G06F15/02
CPC分类号： G06Q10/10 , G06Q10/06 , G06Q10/06316 , G06Q10/0633
摘要： The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.
摘要翻译：本发明有助于创建和实现工作流模板，并且还指定了这些模板与处理不同媒体类型处理的具体项目之间的链接。工作流模板用于自动生成用户界面视图，由代理人，知识型员工，主管和客户使用。这样的工作流模板提供了创建，定义和存储每个工作流项目的名称和定义以及“触发点”的方法。使用文档时的触发点也是在创建模板时确定的。此外，在创建工作流模板时，管理员可以指示系统保存与可以保存为XML，EDI，JSP，CGI，VXML等的模板关联的脚本，以便能够自动生成文档或逻辑流一致与客户的预期互动的目标媒体类型。

10. 发明授权

US08583466B2 System and method for routing workflow items based on workflow templates in a call center 有权
标题翻译：基于呼叫中心中工作流模板路由工作流项目的系统和方法
公开(公告)号：US08583466B2
公开(公告)日：2013-11-12
申请号：US11277125
申请日：2006-03-21
申请人： Edwin Kenneth Margulies , Eli Ben Borodow , Ran Ezerzer , Ali Aljane , William Scott Seebauer , Imed Yahmadi
发明人： Edwin Kenneth Margulies , Eli Ben Borodow , Ran Ezerzer , Ali Aljane , William Scott Seebauer , Imed Yahmadi
IPC分类号： G06Q10/00
CPC分类号： G06Q10/10 , G06Q10/06 , G06Q10/06316 , G06Q10/0633
摘要： The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.
摘要翻译：本发明有助于创建和实现工作流模板，并且还指定了这些模板与处理不同媒体类型处理的具体项目之间的链接。工作流模板用于自动生成用户界面视图，由代理人，知识型员工，主管和客户使用。这样的工作流模板提供了创建，定义和存储每个工作流项目的名称和定义以及“触发点”的方法。使用文档时的触发点也是在创建模板时确定的。此外，在创建工作流模板时，管理员可以指示系统保存与可以保存为XML，EDI，JSP，CGI，VXML等的模板关联的脚本，以便能够自动生成文档或逻辑流一致与客户的预期互动的目标媒体类型。

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