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1. 发明授权

US09225841B2 Method and system for selecting and navigating to call examples for playback or analysis 有权
标题翻译：用于选择和导航到用于播放或分析的呼叫示例的方法和系统
公开(公告)号：US09225841B2
公开(公告)日：2015-12-29
申请号：US12079828
申请日：2008-03-28
申请人： Kelly Conway , David Gustafson , Douglas Brown , Christopher Danson
发明人： Kelly Conway , David Gustafson , Douglas Brown , Christopher Danson
IPC分类号： H04M11/00 , H04M7/00 , H04M3/51 , H04M3/08 , H04M3/42
CPC分类号： H04M3/5175 , G10L15/26 , G10L21/0272 , G10L25/63 , H04M3/08 , H04M3/42221 , H04M3/5191 , H04M7/0057 , H04M7/0084 , H04M2203/401 , H04M2203/403
摘要： A method for searching for one or more recorded telephone communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more telephone communications is analyzed and assessment data is assigned thereto. The assessment data of the telephone communications is searched for at least one search criterion, and at least one telephone communication having assessment data matching the search criterion is identified. A representation of the matching telephone communication is then displayed.
摘要翻译：提供了一种用于搜索一个或多个客户与联络中心之间的一个或多个记录的电话通信的方法。该方法由具有多个代码段的计算机可读介质来实现。分析一个或多个电话通信并分配评估数据。搜索电话通信的评估数据至少一个搜索标准，并且识别具有与搜索条件匹配的评估数据的至少一个电话通信。然后显示匹配电话通信的表示。

2. 发明授权

US08594285B2 Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto 有权
标题翻译：通过应用心理行为模型来分析客户和联络中心之间的电话通信的分离语音数据的方法和系统
公开(公告)号：US08594285B2
公开(公告)日：2013-11-26
申请号：US13165149
申请日：2011-06-21
申请人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
发明人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
IPC分类号： H04M11/00 , H04M3/00
CPC分类号： H04M3/5175 , G10L15/1822 , G10L15/26 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M2201/40
摘要： A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.
摘要翻译：提供了一种用于分析客户和联络中心之间的电话通信的方法。根据该方法，电话通信被分成至少第一组成语音数据和第二组成语音数据。通过挖掘语音数据并将预定的基于语言的心理行为模型应用于分离的第一和第二组成语音数据之一来分析第一和第二组成语音数据中的一个。生成对应于所分析的语音数据的行为评估数据。

3. 发明申请

US20090103711A1 Methods and systems for determining inappropriate threats during a telephonic communication between a customer and a contact center 审中-公开
标题翻译：用于在客户和联络中心之间的电话通信中确定不当威胁的方法和系统
公开(公告)号：US20090103711A1
公开(公告)日：2009-04-23
申请号：US12286167
申请日：2008-09-29
申请人： Kelly Conway , Douglas Brown , David Gustafson , Christopher Danson
发明人： Kelly Conway , Douglas Brown , David Gustafson , Christopher Danson
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M2201/18 , H04M2201/40 , H04M2201/60
摘要： The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine inappropriate threats made during a telephonic communication.
摘要翻译：本发明涉及一种用于分析电子通信的方法和系统，更具体地，涉及分析客户和联络中心之间的电话通信，以确定在电话通信期间发生的不适当的威胁。

4. 发明申请

US20080240374A1 Method and system for linking customer conversation channels 审中-公开
标题翻译：连接客户对话渠道的方法和系统
公开(公告)号：US20080240374A1
公开(公告)日：2008-10-02
申请号：US11731479
申请日：2007-03-30
申请人： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
发明人： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
IPC分类号： H04M11/00
CPC分类号： H04M11/10 , H04M3/42221 , H04M3/5175 , H04M3/5183 , H04M7/006
摘要： A method for managing communications between a customer and a contact center is provided. The communication may include voice data, interactive response data and web interaction data. Upon the receipt of an interaction identifier, related conversation data is located. Following the location of the related conversation data, the conversation data is organized sequentially. The organized conversation data may then be analyzed and distress data, behavioral assessment data and event data may be determined, either for each individual interaction segment or the entire combined experience. Following the analysis, the organized conversation data may then transfer the organized conversation data to a portal for display to a user. Further, the associated statistics can be viewed in reporting within the portal or systematically extracted from the system for further analysis.
摘要翻译：提供了一种用于管理客户和联络中心之间的通信的方法。该通信可以包括语音数据，交互式响应数据和web交互数据。在接收到交互标识符之后，找到相关的对话数据。在相关对话数据的位置之后，对话数据被顺序组织。然后可以分析有组织的对话数据，或者针对每个单独的交互段或整个组合体验来确定遇险数据，行为评估数据和事件数据。在分析之后，组织的会话数据可以然后将有组织的会话数据传送到门户以供用户显示。此外，可以在门户内的报告中或从系统中系统提取相关统计信息以进一步分析。

5. 发明授权

US08611523B2 Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation 有权
公开(公告)号：US08611523B2
公开(公告)日：2013-12-17
申请号：US12286168
申请日：2008-09-29
申请人： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
发明人： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/42221
摘要： The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.

6. 发明授权

US07995717B2 Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto 有权
标题翻译：通过应用心理行为模型来分析客户和联络中心之间的电话通信的分离语音数据的方法和系统
公开(公告)号：US07995717B2
公开(公告)日：2011-08-09
申请号：US11131850
申请日：2005-05-18
申请人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
发明人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
IPC分类号： H04M11/00 , H04M3/00
CPC分类号： H04M3/5175 , G10L15/1822 , G10L15/26 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M2201/40
摘要： A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.
摘要翻译：提供了一种用于分析客户和联络中心之间的电话通信的方法。根据该方法，电话通信被分成至少第一组成语音数据和第二组成语音数据。通过挖掘语音数据并将预定的基于语言的心理行为模型应用于分离的第一和第二组成语音数据之一来分析第一和第二组成语音数据中的一个。生成对应于所分析的语音数据的行为评估数据。

7. 发明申请

US20080262904A1 Method and system for automatically monitoring contact center performance 审中-公开
标题翻译：自动监测联络中心性能的方法和系统
公开(公告)号：US20080262904A1
公开(公告)日：2008-10-23
申请号：US12079827
申请日：2008-03-28
申请人： Kelly Conway , David Gustafson , Douglas Brown , Christopher Danson
发明人： Kelly Conway , David Gustafson , Douglas Brown , Christopher Danson
IPC分类号： G06Q10/00
CPC分类号： G06Q30/02 , G06Q10/06398 , G06Q30/0201 , H04M3/5175
摘要： A method and system for automatically monitoring a performance area for a contact center is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method includes the step of identifying a performance area including one or more of the following: human activity-based performance, caller dissatisfaction performance, problem call performance, customer service representative performance, business process performance, self service performance and peer comparison performance. An input transmission of a threshold for the identified performance area is received. Analytics generated for each of a plurality of interactions are received. For each of the plurality of interactions, analytics are selected that correspond to the identified performance area. An indicator value is assigned to the selected analytics for the identified performance area. The indicator value is compared to the threshold and performance data is generated therefrom.
摘要翻译：提供了一种用于自动监视联络中心的性能区域的方法和系统。该方法由具有多个代码段的计算机可读介质来实现。该方法包括识别包括以下的一个或多个的性能区域的步骤：基于人类活动的性能，呼叫者不满意性能，问题呼叫性能，客户服务代表性能，业务过程性能，自助服务性能和对等体比较性能。接收用于识别的性能区域的阈值的输入传输。接收针对多个交互中的每一个产生的分析。对于多个交互中的每一个，选择对应于所识别的性能区域的分析。指定值被分配给所识别的性能区域的所选分析。将指标值与阈值进行比较，并从中生成性能数据。

8. 发明授权

US08170195B2 Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center 有权
标题翻译：用于验证客户和联络中心之间的电话通信类型对象或分段的方法和系统
公开(公告)号：US08170195B2
公开(公告)日：2012-05-01
申请号：US12286248
申请日：2008-09-29
申请人： Kelly Conway , Douglas Brown , Adrian Horton , David Gustafson , Christopher Danson
发明人： Kelly Conway , Douglas Brown , Adrian Horton , David Gustafson , Christopher Danson
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5175 , H04M2201/40 , H04M2201/60
摘要： A computer readable medium for controlling a computer is provided. The computer readable medium comprises a plurality of code segments for controlling a computer. A code segment receives a telephonic communication comprised of voice data and event data. A code segment receives computer application data comprising data associated with at least one computer application in use during the telephonic communication. A code segment analyzes the telephonic communication by translating the received voice data into a text format, the text format defining a plurality of components. At least one component of the text data and communication event data occurring during a time interval is classified into one of a plurality of object types, and the computer application data during the time interval is compared to the object type of the classified components.
摘要翻译：提供了一种用于控制计算机的计算机可读介质。计算机可读介质包括用于控制计算机的多个代码段。代码段接收由语音数据和事件数据组成的电话通信。代码段接收计算机应用数据，该数据包括在电话通信期间使用中与至少一个计算机应用相关联的数据。代码段通过将所接收的语音数据转换为文本格式来分析电话通信，文本格式定义多个组件。在时间间隔期间发生的文本数据和通信事件数据的至少一个分量被分类为多个对象类型之一，并且将该时间间隔期间的计算机应用数据与分类分量的对象类型进行比较。

9. 发明授权

US08094790B2 Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center 有权
标题翻译：通过分析客户和联络中心之间的电话交互来培训客户服务代表的方法和软件
公开(公告)号：US08094790B2
公开(公告)日：2012-01-10
申请号：US11365432
申请日：2006-03-01
申请人： Kelly Conway , David Gustafson , Christopher Danson , Keene Hedges Capers , Douglas Brown
发明人： Kelly Conway , David Gustafson , Christopher Danson , Keene Hedges Capers , Douglas Brown
IPC分类号： H04M11/00 , H04M3/00
CPC分类号： H04M3/5175 , G10L15/26 , G10L21/0272 , G10L25/63 , H04M3/08 , H04M3/42221 , H04M3/5191 , H04M7/0057 , H04M7/0084 , H04M2203/401 , H04M2203/403
摘要： A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.
摘要翻译：提供了一种通过分析客户和联络中心之间的电话通信来训练客户服务代表的计算机程序。代码段选择至少一个识别标准。代码段标识对应于所选择的识别标准的预先记录的第一电话通信。第一电话通信具有与之相关联的第一事件数据。代码段生成对应于所识别的预先录制的第一电话通信的辅导评估数据。代码段标识对应于所选择的识别标准的预先记录的第二电话通信。第二电话通信具有与之相关联的第二事件数据。代码段将所识别的预先录制的第二电话通信与指导评估数据内的所识别的第一电话通信进行比较。代码段基于在所述指导评估数据内的所识别的预先录制的第二电话通信与所识别的第一电话通信的比较来生成通知。

10. 发明申请

US20090103708A1 Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation 有权
标题翻译：用于确定客户和联络中心之间的电话通信部分的方法和系统，以对通信的每个部分进行分类，评估谈判并自动建立时间计算
公开(公告)号：US20090103708A1
公开(公告)日：2009-04-23
申请号：US12286168
申请日：2008-09-29
申请人： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
发明人： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/42221
摘要： The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.
摘要翻译：本发明涉及一种用于分析电子通信的方法和系统，更具体地，涉及分析客户和联络中心之间的电话通信，以确定通信对象，形成类似通信对象的段，确定联络中心与协商中心之间的协商强度来自细分的客户，并自动进行设置时间计算。

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