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    • 2. 发明授权
    • Methods of monitoring communications sessions in a contact centre
    • 监控联络中心通信会话的方法
    • US07457404B1
    • 2008-11-25
    • US10741518
    • 2003-12-19
    • Patrick HessionTony McCormackJames Hickey
    • Patrick HessionTony McCormackJames Hickey
    • H04M3/523H04M1/64
    • H04M3/5175G10L15/1815G10L15/26G10L2015/088H04M2201/14H04M2201/40
    • A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, shouting, or one or more words and phrases from a stored list. The analysis can also look for a pattern of data indicative of a situation in which the agent might benefit from additional information available to the contact centre (such as a help facility or access to information regarding the user). On recognising such a pattern of data, an alert is issued to a system of the contact centre, in order to notify a human supervisor or an automated system to intervene in the communications session or to provide the agent with additional information.
    • 监视联络中心的代理和该联络中心的用户之间的通信会话的方法涉及分析来自会话的数据以定位指示在通信会话中需要干预的情况的数据模式,例如长时间的沉默, 从存储的列表中呼叫或者一个或多个单词和短语。 分析还可以查找指示代理可能受益于联络中心可用的附加信息(例如帮助设施或访问关于用户的信息)的情况的数据模式。 在识别这样的数据模式时,向联络中心的系统发出警报,以通知人类主管或自动系统干预通信会话或向代理人提供附加信息。
    • 4. 发明申请
    • ROUTING OF WEB-BASED CONTACTS
    • 基于WEB的联系人的路由
    • US20090210524A1
    • 2009-08-20
    • US12417334
    • 2009-04-02
    • Tony McCormackPaul D'ArcyPatrick Hession
    • Tony McCormackPaul D'ArcyPatrick Hession
    • G06F15/16
    • H04L29/12594H04L29/06027H04L29/12009H04L29/12047H04L61/15H04L61/307H04L65/1006H04L65/1069H04L65/4007H04L67/02H04L67/2814H04L67/2842H04M3/51H04M7/006
    • A method of providing access to a network of contact centres comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centres. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centres. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact centre network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact centre or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.
    • 提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接,该网页在被激活时启动与联络中心的联系。 与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。 响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。 以这种方式,可以将联系人预先定向到最适合的目的地,而不必在进入联络中心网络时评估每个联系人,从而减少处理时间和延迟。 或者,可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议(SIP)代理服务器,由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理,如预先确定 来自统计信息的请求。
    • 5. 发明授权
    • Directing contacts between an end user and a contact center agent
    • 指导最终用户和联络中心代理之间的联系人
    • US07403607B2
    • 2008-07-22
    • US10743971
    • 2003-12-23
    • Patrick HessionAndrew ProkopTony McCormack
    • Patrick HessionAndrew ProkopTony McCormack
    • H04M3/00
    • H04L12/66
    • Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents, without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.
    • 安排多种类型的联络中心,使得联络中心代理和客户或其他最终用户之间的通信取决于或取决于联络中心本身的成功操作。 但是,如果联络中心出于任何原因不工作,则不能在代理和最终用户之间指导联系人。 这通过在最终用户和联络中心代理之间引导联系来解决,而不需要联络中心本身的操作。 为了实现这一点,在通信网络节点处制作,存储和优先化联络中心代理地址和联络中心地址之间的多个关联。
    • 9. 发明申请
    • Directing contacts between an end user and a contact center agent
    • 指导最终用户和联络中心代理之间的联系人
    • US20050135335A1
    • 2005-06-23
    • US10743971
    • 2003-12-23
    • Patrick HessionAndrew ProkopTony McCormack
    • Patrick HessionAndrew ProkopTony McCormack
    • H04L12/66
    • H04L12/66
    • Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents,.without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.
    • 安排多种类型的联络中心,使得联络中心代理和客户或其他最终用户之间的通信取决于或取决于联络中心本身的成功操作。 但是,如果联络中心出于任何原因不工作,则不能在代理和最终用户之间指导联系人。 这通过指导终端用户和联络中心代理之间的联系来解决,而不需要联络中心本身的操作。 为了实现这一点,在通信网络节点处制作,存储和优先化联络中心代理地址和联络中心地址之间的多个关联。
    • 10. 发明授权
    • Routing of web-based contacts
    • 基于Web的联系人的路由
    • US08934477B2
    • 2015-01-13
    • US12417334
    • 2009-04-02
    • Tony McCormackPaul D'ArcyPatrick Hession
    • Tony McCormackPaul D'ArcyPatrick Hession
    • H04L12/66H04L29/06H04L29/12H04L29/08H04M3/51H04M7/00
    • H04L29/12594H04L29/06027H04L29/12009H04L29/12047H04L61/15H04L61/307H04L65/1006H04L65/1069H04L65/4007H04L67/02H04L67/2814H04L67/2842H04M3/51H04M7/006
    • A method of providing access to a network of contact centers comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centers. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centers. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact center network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact center or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.
    • 提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接,该网页在被激活时启动与联络中心的联系。 与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。 响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。 以这种方式,可以将联系人预先定向到最适合的目的地,而不必在进入联络中心网络时评估每个联系人,从而减少处理时间和延迟。 或者,可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议(SIP)代理服务器,由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理,如预先确定 来自统计信息的请求。