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1. 发明申请

US20080063178A1 Agent call flow monitoring and evaluation 审中-公开
标题翻译：代理呼叫流量监控和评估
公开(公告)号：US20080063178A1
公开(公告)日：2008-03-13
申请号：US11504669
申请日：2006-08-16
申请人： Jonathan Paden , Jon Harris , Matthew A. Dixon , Kurt Joseph
发明人： Jonathan Paden , Jon Harris , Matthew A. Dixon , Kurt Joseph
IPC分类号： H04M3/00
CPC分类号： H04M3/5175
摘要： Agent performance is monitored. Multiple segments of a first communications session are monitored based on corresponding triggers that trigger the monitoring of the multiple segments. Characteristic data of the multiple segments is obtained. The characteristic data of the first communications session and characteristic data of a second communications session are grouped. The characteristic data of the first communications session is subject to common evaluation with the characteristic data of the second communications session.
摘要翻译：代理性能受到监控。基于触发对多个段的监视的相应触发来监视第一通信会话的多个段。获得多个段的特征数据。第一通信会话的特征数据和第二通信会话的特征数据被分组。第一通信会话的特征数据与第二通信会话的特征数据进行共同评估。

2. 发明申请

US20060059362A1 Automated password reset via an interactive voice response system 失效
标题翻译：通过交互式语音应答系统自动重置密码
公开(公告)号：US20060059362A1
公开(公告)日：2006-03-16
申请号：US10937961
申请日：2004-09-10
申请人： Jonathan Paden , Bobby Sams , Kurt Joseph , Donna McCaffrey , Jon Harris
发明人： Jonathan Paden , Bobby Sams , Kurt Joseph , Donna McCaffrey , Jon Harris
IPC分类号： H04K1/00
CPC分类号： H04L63/083
摘要： A method for resetting Internet access account passwords can include the step of connecting a user with an interactive voice response system (IVR). At least one access account associated with the user can be determined. The IVR can validate that the user is authorized to access the access account. The IVR can then cause a password associated with the at least one access account to be reset. The IVR can also present the reset password to the user.
摘要翻译：用于重置互联网访问帐户密码的方法可以包括将用户与交互式语音响应系统（IVR）连接的步骤。可以确定与用户相关联的至少一个访问帐户。 IVR可以验证用户是否被授权访问访问帐户。然后，IVR可以使与至少一个访问帐户相关联的密码重置。 IVR还可以向用户显示重置密码。

3. 发明申请

US20060059361A1 Resetting access account passwords of a multitude of compartmentalized systems 失效
公开(公告)号：US20060059361A1
公开(公告)日：2006-03-16
申请号：US10937959
申请日：2004-09-10
申请人： Jonathan Paden , Bobby Sams , Kurt Joseph , Jon Harris , Antonio Green
发明人： Jonathan Paden , Bobby Sams , Kurt Joseph , Jon Harris , Antonio Green
IPC分类号： H04K1/00
CPC分类号： H04M3/382 , H04M3/493
摘要： A method for resetting access account passwords using an interactive voice response system (IVR) can include the step of the IVR receiving a user request to reset a password. Account identification data can be acquired. The acquired data can be matched to account information stored in at least one compartmentalized system. The matching can identify at least one access account for which the user request applies. The IVR can also receive account verification data and compare this data with data stored within the compartmentalized system associated with the identified access account. Based upon results of this comparison, the IVR can reset the password stored within the compartmentalized system. The IVR can be configured to reset passwords for several compartmentalized systems.

4. 发明申请

US20060083361A1 Intelligently providing dialup access numbers using an automated voice response system 失效
标题翻译：使用自动语音响应系统智能提供拨号接入号码
公开(公告)号：US20060083361A1
公开(公告)日：2006-04-20
申请号：US10965419
申请日：2004-10-14
申请人： Jonathan Paden , Bobby Sams , Kurt Joseph , Wei Li
发明人： Jonathan Paden , Bobby Sams , Kurt Joseph , Wei Li
IPC分类号： H04M11/00 , H04M1/64
CPC分类号： H04M3/42059 , H04M3/42348 , Y10S707/99933
摘要： A method for an automated voice response system to present access numbers to dial-up Internet users. The automated voice response system can perform the step of establishing a telephony communication with a party responsive to a received telephone call from the party. An indicator a service region within which dial-up Internet access is requested can be received by the automated voice response system. At least one data store can be queried for access numbers associated with the service region. A response to the querying step can be dynamically generated. The generated response can be customized specifically for the telephony communication. When the response includes at least one access number, the included access number or numbers can be presented to the party across the telephone communication.
摘要翻译：一种用于向拨号上网用户提供接入号码的自动语音应答系统的方法。自动语音响应系统可以执行与响应于从该方接收到的电话呼叫的一方建立电话通信的步骤。可以通过自动语音响应系统接收要求拨号上网的服务区域的指示符。可以查询与服务区域相关联的访问号码至少一个数据存储。可以动态生成对查询步骤的响应。生成的响应可以专门为电话通信定制。当响应包括至少一个接入号码时，所包括的接入号码或号码可以通过电话通信呈现给该方。

5. 发明申请

US20080002821A1 SYSTEM AND METHOD FOR AUTOMATING CUSTOMER SLAMMING AND CRAMMING COMPLAINTS 失效
标题翻译：用于自动化客户抽签和打印投诉的系统和方法
公开(公告)号：US20080002821A1
公开(公告)日：2008-01-03
申请号：US11855087
申请日：2007-09-13
申请人： Kurt Joseph , Robert Bushey , Benjamin Knott , John Martin
发明人： Kurt Joseph , Robert Bushey , Benjamin Knott , John Martin
IPC分类号： G06Q10/00 , H04M3/00
CPC分类号： G06Q30/02 , G06Q10/109 , H04M3/5166
摘要： A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response. Once the customer complaint has been resolved, the complaint module stores information regarding the slam or cram for reporting requirements and tracking purposes.
摘要翻译：用于自动化客户砰击和挤压投诉的方法和系统包括具有一个或多个接收设备和投诉模块的自动报告系统。想要报告大满贯或者填写的客户访问自动报告系统并报告投诉，而不必与客户服务代表交谈。投诉模块获取客户电话号码，并使用客户电话号码检索客户帐户信息。使用客户帐户信息，投诉模块会推断客户投诉的投诉类型，并提示客户提供有关客户投诉和投诉类型的信息。客户提供客户对提示的响应，投诉模块向客户提供关于每个客户响应的指示。一旦客户投诉得到解决，投诉模块将存储有关用于报告要求和跟踪目的的大满贯或填写的信息。

6. 发明申请

US20050078805A1 System and method for the automated analysis of performance data 有权
公开(公告)号：US20050078805A1
公开(公告)日：2005-04-14
申请号：US11005685
申请日：2004-12-07
申请人： Scott Mills , Kurt Joseph , Theodore Pasquale , Robert Bushey , John Martin , Benjamin Knott
发明人： Scott Mills , Kurt Joseph , Theodore Pasquale , Robert Bushey , John Martin , Benjamin Knott
IPC分类号： G06F9/44 , G06Q10/10 , G09G5/00 , G10L15/18 , H04M1/24 , H04M1/64 , H04M3/00 , H04M3/22 , H04M11/00 , H04M15/00
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.

7. 发明申请

US20050075894A1 System, method & software for a user responsive call center customer service delivery solution 审中-公开
标题翻译：用户响应呼叫中心客户服务提供解决方案的系统，方法和软件
公开(公告)号：US20050075894A1
公开(公告)日：2005-04-07
申请号：US10679214
申请日：2003-10-03
申请人： Robert Bushey , Theodore Pasquale , Elizabeth Gibson , John Martin , Benjamin Knott , Kurt Joseph
发明人： Robert Bushey , Theodore Pasquale , Elizabeth Gibson , John Martin , Benjamin Knott , Kurt Joseph
IPC分类号： G06Q30/00 , G06F17/60
CPC分类号： G06Q30/02
摘要： A system, method and software are provided for implementing an adaptive and dynamic call center customer service delivery solution. In operation, a user interface (U/I) model is selected from a library of U/I models as the U/I model likely to elicit favorable customer responses and to achieve customer completion of the selected transaction. The active U/I model may be re-evaluated at each node of the selected transaction and a new model selected in response to a determination that the active U/I model is no longer preferred. One or more U/I models may be updated based on observed user responsiveness, the efficiency of past transactions as well as on other grounds.
摘要翻译：提供了一种用于实现自适应和动态呼叫中心客户服务提供解决方案的系统，方法和软件。在操作中，从U / I模型库中选择用户界面（U / I）模型，因为U / I模型可能引起有利的客户响应并实现客户完成所选择的交易。可以在所选事务的每个节点处重新评估活动U / I模型，并且响应于确定活动U / I模型不再优选而选择的新模型。一个或多个U / I模型可以基于观察到的用户响应性，过去交易的效率以及其他原因来更新。

8. 发明授权

US09491407B2 Method and system for integrating smart tags into a video data service 有权
标题翻译：将智能标签集成到视频数据服务中的方法和系统
公开(公告)号：US09491407B2
公开(公告)日：2016-11-08
申请号：US11333067
申请日：2006-01-17
申请人： Thad Pasquale , Kurt Joseph , Marc Sullivan , Philip Kortum
发明人： Thad Pasquale , Kurt Joseph , Marc Sullivan , Philip Kortum
IPC分类号： G06F3/00 , G06F13/00 , H04N5/445 , H04N7/16 , H04N21/235 , H04N21/254 , H04N21/258 , H04N21/435 , H04N21/443 , H04N21/4784 , H04N21/488 , H04N21/61 , H04N21/643 , H04N21/81 , H04N21/845 , H04N21/478
CPC分类号： H04N7/163 , H04N5/44591 , H04N21/235 , H04N21/2542 , H04N21/25891 , H04N21/435 , H04N21/443 , H04N21/478 , H04N21/4784 , H04N21/4882 , H04N21/6125 , H04N21/64322 , H04N21/812 , H04N21/8133 , H04N21/8166 , H04N21/8455
摘要： A set of application program interfaces is embodied on a computer readable medium for execution on a computer in conjunction with an application program that integrates smart tags related to a video program with a payload of video data packets. A first interface receives an input from a tag database related to video program content. A second interface receives an input integrating a smart tag with a video data payload packet. A third interface receives an input providing integrated smart tag and video data to a network. Another interface receives an input from a customer segmentation database, for example for targeting information to specific customers or customer groups.
摘要翻译：一组应用程序接口体现在计算机可读介质上，用于结合将与视频程序相关的智能标签与视频数据分组的有效载荷相集成的应用程序在计算机上执行。第一接口从与视频节目内容相关的标签数据库接收输入。第二接口接收将智能标签与视频数据有效载荷分组集成的输入。第三接口接收提供综合智能标签和视频数据到网络的输入。另一个接口从客户分段数据库接收输入，例如将信息定位到特定客户或客户群。

9. 发明申请

US20070206757A1 SYSTEM AND METHOD TO PROVIDE AUTOMATED SCRIPTING FOR CUSTOMER SERVICE REPRESENTATIVES 审中-公开
标题翻译：为客户服务代表提供自动化脚本的系统和方法
公开(公告)号：US20070206757A1
公开(公告)日：2007-09-06
申请号：US11745625
申请日：2007-05-08
申请人： Stanford Pennington , Melissa Oldenburg , Benjamin Schubert , Kurt Joseph , Mary Griffitt , Krisinda Guerrero
发明人： Stanford Pennington , Melissa Oldenburg , Benjamin Schubert , Kurt Joseph , Mary Griffitt , Krisinda Guerrero
IPC分类号： H04M11/00
CPC分类号： G06Q30/02 , G06Q30/0601 , H04M3/42059 , H04M3/42068 , H04M3/5133 , H04M3/5183 , H04M2201/38 , H04M2242/22
摘要： A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The purpose classifications may include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account. A page generator may receive input from the CSR selecting one of the purpose classifications and one of the products as pertinent to the call. In response, the page generator may automatically displaying a customized page with scripted text for the CSR to read to the customer. The scripted text may correspond specifically both to the selected purpose classification and to the selected product.
摘要翻译：所公开的方法提供自动脚本以指导客户服务代表（CSR）处理来自客户的呼叫。该方法中的操作可能包括显示产品和两个或多个用途分类供CSR选择。目的分类可以包括（a）为客户向客户添加新产品的请求的添加分类，以及（b）从客户端删除现有产品的客户请求的删除分类。页面生成器可以从CSR中接收输入，其中选择目的分类之一，并且与呼叫相关的一个产品。作为响应，页面生成器可以自动显示具有脚本文本的定制页面，以供CSR读取。脚本文本可以具体对应于所选择的目的分类和所选择的产品。

10. 发明申请

US20060227944A1 Method and apparatus for managing surveys across service centers 审中-公开
标题翻译：管理服务中心调查的方法和设备
公开(公告)号：US20060227944A1
公开(公告)日：2006-10-12
申请号：US11104366
申请日：2005-04-12
申请人： Jon Paden , Kurt Joseph , Bobby Sams
发明人： Jon Paden , Kurt Joseph , Bobby Sams
IPC分类号： H04M1/64
CPC分类号： H04M3/493 , H04M3/51
摘要： A survey system (102) interfaced with one or more service centers (108A-N) has a memory (102B), and a processor (102A). The processor is programmed to intercept (202) a calling party prior to the calling party accessing a service center, inform the calling party of a survey request, receive (208) from the calling party acceptance or rejection of the survey request, transfer (206) the calling party to the service center, and engage (214) the calling party in a survey after the calling party completes one or more tasks at the service center so long as said calling party chose to accept the survey request.
摘要翻译：与一个或多个服务中心（108A-N）连接的测量系统（102）具有存储器（102B）和处理器（102A）。处理器被编程为在主叫方访问服务中心之前拦截（202）主叫方，通知呼叫方调查请求，从主叫方接收（208）接受或拒绝该调查请求，转移（206 ）主叫方到服务中心，并且只要所述主叫方选择接受调查请求，主叫方在服务中心完成一个或多个任务之后，将呼叫方（214）呼叫到调查中。

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