专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 发明授权

US07324640B2 Transaction outcome state mapping 有权
标题翻译：交易结果状态映射
公开(公告)号：US07324640B2
公开(公告)日：2008-01-29
申请号：US10099784
申请日：2002-03-15
申请人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Powers , Craig Shambaugh
发明人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Powers , Craig Shambaugh
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/51 , H04M3/22 , H04M3/2218 , H04M3/5175 , H04M2201/40
摘要： A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.
摘要翻译：提供了一种方法和装置，用于通过在客户和具有联系主题的专业知识的组织的代理之间的通信系统来加速在接触期间信息交换的主题演进。该方法包括以下步骤：沿着多个平行的主题路径提供从起点到主题决议的接触主题的主题进展的状态图，将接触的主题进展拟合在状态图的多个并行主题路径中最可能的一个的主题，并且从多个主题路径中最可能的一个主题路径提示该代理具有预期主题。

2. 发明授权

US07197132B2 Adaptive transaction guidance 有权
标题翻译：自适应交易指导
公开(公告)号：US07197132B2
公开(公告)日：2007-03-27
申请号：US10103454
申请日：2002-03-21
申请人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
发明人： Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
IPC分类号： H04M5/00
CPC分类号： H04M3/51 , G10L15/26 , H04M2201/18 , H04M2201/38 , H04M2201/40
摘要： A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.
摘要翻译：提供了一种方法和装置，用于将呼叫中心的代理和呼叫中心的客户端之间的会话导向控制呼叫中心的组织的多个目标之一。该方法包括以下步骤：识别呼叫中心的客户端的语音内容，将识别的语音内容与呼叫中心的多个目标的第一目标相关联，并且基于相关联的向呼叫中心的代理呈现脚本呼叫中心的目标。

3. 发明授权

US06868153B2 Customer touch-point scoring system 有权
标题翻译：客户接触点评分系统
公开(公告)号：US06868153B2
公开(公告)日：2005-03-15
申请号：US10096235
申请日：2002-03-12
申请人： Anthony Dezonno , Jeff Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
发明人： Anthony Dezonno , Jeff Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
IPC分类号： H04M3/22 , H04M3/51 , H04M3/523
CPC分类号： H04M3/51 , H04M3/2218 , H04M3/5175 , H04M2201/12
摘要： A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured indicia to a touch point history of the call.
摘要翻译：提供了一种用于测量呼叫中心的呼叫处理效率的方法和装置。该方法包括以下步骤：测量用于呼叫的触摸点标记，并将测量的标记添加到呼叫的触摸点历史。

4. 发明申请

US20050047394A1 Automatic contact navigation system 审中-公开
标题翻译：自动联络导航系统
公开(公告)号：US20050047394A1
公开(公告)日：2005-03-03
申请号：US10651329
申请日：2003-08-28
申请人： Jeff Hodson , Roger Sumner , Mark Power , Carlo Bonifazi , Craig Shambaugh , Mark Michelson , Robert Beckstrom , Anthony Dezonno
发明人： Jeff Hodson , Roger Sumner , Mark Power , Carlo Bonifazi , Craig Shambaugh , Mark Michelson , Robert Beckstrom , Anthony Dezonno
IPC分类号： H04M3/51 , H04L12/28
CPC分类号： H04M3/51 , H04M3/5175
摘要： A method and apparatus are provided for guiding a conversation taking place between a client and an agent through a communication system. The method includes the steps of detecting an information content of the conversation, determining a goal of the client from the detected information content and suggesting a conversation topic to the agent to guide the conversation towards the goal of the client.
摘要翻译：提供了一种方法和装置，用于通过通信系统引导在客户端和代理之间发生的对话。该方法包括以下步骤：检测会话的信息内容，从检测到的信息内容确定客户端的目标，并向代理建议会话话题，以指导对话到客户端的目标。

5. 发明申请

US20060256955A1 Enterprise-wide occupancy based routing 有权
公开(公告)号：US20060256955A1
公开(公告)日：2006-11-16
申请号：US11128045
申请日：2005-05-12
申请人： Judith Laughlin , Mark Michelson , Roger Sumner
发明人： Judith Laughlin , Mark Michelson , Roger Sumner
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , H04M3/5232
摘要： A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method includes the step of determining by each automatic contact distributor of the plurality of automatic contact distributors a largest relative difference between a target occupancy and actual occupancy of each agent among the plurality of agents of the automatic contact distributor and for each contact type processed by the automatic contact distributor. The method further includes the steps of each of the plurality of automatic contact distributors transferring a value of the determined, largest relative difference for each contact type to the network router, the network router detecting a contact, the network router determining a contact type of the detected contact and the network router routing the detected contact to an automatic contact distributor of the plurality of automatic contact distributors that provided a largest relative difference for the determined contact type among the plurality of automatic contact distributors.

6. 发明申请

US20060233345A1 Automatic contact distributor with workflow system integration 审中-公开
标题翻译：自动联系经销商与工作流系统集成
公开(公告)号：US20060233345A1
公开(公告)日：2006-10-19
申请号：US11108555
申请日：2005-04-18
申请人： Michael Frediani , Richard Mancuso , Mark Michelson , Sales Kalayil
发明人： Michael Frediani , Richard Mancuso , Mark Michelson , Sales Kalayil
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5232 , H04M3/5238
摘要： A method and apparatus are provided for operating an automatic contact distributor by an organization having a plurality of agents. The method includes the steps of detecting receipt of a plurality of contacts and a plurality of workflow projects, determining a contact type of each contact of the plurality of contacts and a workflow type of each workflow project of the plurality of workflow projects and assigning a contact of the plurality of contacts to a first agent of the plurality of agents and a workflow project of the plurality of workflow projects to a second agent of the plurality of agents where the assignment of the contact and of the workflow project to the first and second agent is based upon a set of enterprise rules of the organization.
摘要翻译：提供了一种用于由具有多个代理的组织操作自动联系人分配器的方法和装置。该方法包括以下步骤：检测多个联系人和多个工作流项目的接收，确定多个联系人的每个联系人的联系人类型以及多个工作流项目中的每个工作流项目的工作流类型，并分配联系人所述多个联系人中的所述多个联系人的所述多个代理的第一代理以及所述多个工作流项目的工作流项目到所述多个代理的第二代理，其中所述联系人和所述工作流项目分配给所述第一和第二代理是基于组织的一套企业规则。

7. 发明授权

US08358774B2 Enterprise-wide occupancy based routing 有权
标题翻译：企业级基于占用的路由
公开(公告)号：US08358774B2
公开(公告)日：2013-01-22
申请号：US11128045
申请日：2005-05-12
申请人： Judith Laughlin , Mark Michelson , Roger A. Sumner
发明人： Judith Laughlin , Mark Michelson , Roger A. Sumner
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , H04M3/5232
摘要： A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method includes the step of determining by each automatic contact distributor of the plurality of automatic contact distributors a largest relative difference between a target occupancy and actual occupancy of each agent among the plurality of agents of the automatic contact distributor and for each contact type processed by the automatic contact distributor. The method further includes the steps of each of the plurality of automatic contact distributors transferring a value of the determined, largest relative difference for each contact type to the network router, the network router detecting a contact, the network router determining a contact type of the detected contact and the network router routing the detected contact to an automatic contact distributor of the plurality of automatic contact distributors that provided a largest relative difference for the determined contact type among the plurality of automatic contact distributors.
摘要翻译：提供了一种方法和装置，用于通过网络路由器将与客户端的联系人路由到多个自动联系人分配器中的一个，每个具有多个代理。该方法包括以下步骤：确定多个自动接触分配器中的每个自动接触分配器在自动接触分配器的多个试剂中的每个试剂的目标占有率和实际占用之间的最大相对差异以及由自动联络经销商。所述方法还包括以下步骤：所述多个自动接触分配器中的每一个将每个联系人类型确定的最大相对差值的值传送到所述网络路由器，所述网络路由器检测联系人，所述网络路由器确定所述联系人的联系人类型检测到的联系人，并且网络路由器将检测到的联系人路由到多个自动接触分配器的自动接触分配器，其为多个自动接触分配器之间确定的接触类型提供最大的相对差。

8. 发明申请

US20060245577A1 System and method for providing agent directed automatic call backs 审中-公开
标题翻译：用于提供代理自动回叫的系统和方法
公开(公告)号：US20060245577A1
公开(公告)日：2006-11-02
申请号：US11115517
申请日：2005-04-27
申请人： Richard Mancuso , Mark Michelson , Sales Kalayil , Judith Laughlin , Michael Frediani
发明人： Richard Mancuso , Mark Michelson , Sales Kalayil , Judith Laughlin , Michael Frediani
IPC分类号： H04M3/00
CPC分类号： H04M3/5231 , H04M3/5183
摘要： A method and system of providing an agent directed automatic call back to a customer in a call center is presented. A screen display is established on an agent's computer, the screen display requests call back information on the customer. The call back information includes a work key identifier and/or an application identifier. The agent manually inputs at least some of the call back information. The call back information is coupled via a call center network into a computer system associated with a telephone switching system. A call back time is scheduled and the computer system instructs the telephone switching system to automatically place the automatic call back at the call back time.
摘要翻译：呈现一种方法和系统，用于向呼叫中心内的客户提供自动回叫的代理。在代理商的计算机上建立屏幕显示，屏幕显示请求回复客户的信息。回叫信息包括工作密钥标识符和/或应用标识符。代理手动输入至少一些回叫信息。呼叫信息通过呼叫中心网络耦合到与电话交换系统相关联的计算机系统中。调度回叫时间，计算机系统指示电话交换系统在回叫时自动将自动回叫。

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式