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1. 发明授权

US09544433B2 Managing interactive communications campaigns using a hold queue 有权
标题翻译：使用保留队列管理交互式通信活动
公开(公告)号：US09544433B2
公开(公告)日：2017-01-10
申请号：US14100813
申请日：2013-12-09
申请人： Soundbite Communications, Inc.
发明人： Timothy R. Segall , Damon Weinstein
IPC分类号： H04M3/51 , H04M3/42 , H04M3/523
CPC分类号： H04M3/5191 , H04M3/42365 , H04M3/51 , H04M3/5232 , H04M3/5233
摘要： A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
摘要翻译：描述了业务实体创建和管理通信活动的基于Web的托管解决方案。为了减少客户到代理连接的延迟，系统实现代理在线功能，通过该代理在线功能在系统基础架构和可用代理之间建立和维护持久电话连接。以这种方式，代理可以处理多个客户，同时避免ACD保持队列。此外，优选地，服务侧保持队列也被建立并维护在基础设施的服务侧。这个保持队列维护正在等待连接到可用代理的呼叫。它确保任何客户放弃不会损害正在建立和维护的代理商的连接。

2. 发明申请

US20130156178A1 Method and system for managing interactive communications campaigns 审中-公开
公开(公告)号：US20130156178A1
公开(公告)日：2013-06-20
申请号：US13769417
申请日：2013-02-18
申请人： Soundbite Communications, Inc.
发明人： Damon Weinstein , Timothy R. Segall , Vincent E. Laiosa
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , H04M3/493 , H04M3/5158 , H04M3/5166 , H04M3/5191 , H04M3/523
摘要： A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.

3. 发明授权

US09680993B2 Managing interactive communications campaigns with reduced customer-to-agent connection latency 有权
公开(公告)号：US09680993B2
公开(公告)日：2017-06-13
申请号：US15089143
申请日：2016-04-01
申请人： Soundbite Communications, Inc.
发明人： Timothy R. Segall , Damon Weinstein
IPC分类号： H04M3/00 , H04M3/51 , H04M3/42 , H04M3/523
CPC分类号： H04M3/5158 , H04M3/42365 , H04M3/51 , H04M3/5183 , H04M3/5191 , H04M3/5233
摘要： A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.

4. 发明授权

US09473635B2 Method and system for managing interactive communications campaigns 有权
公开(公告)号：US09473635B2
公开(公告)日：2016-10-18
申请号：US14977331
申请日：2015-12-21
申请人： Soundbite Communications, Inc.
发明人： Damon Weinstein , Timothy R. Segall , Vincent E. Laiosa
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523 , H04M3/493
CPC分类号： H04M3/5175 , H04M3/493 , H04M3/5158 , H04M3/5166 , H04M3/5191 , H04M3/523
摘要： A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.

5. 发明授权

US09219817B2 Method and system for managing interactive communications campaigns 有权
标题翻译：管理交互式通讯活动的方法和系统
公开(公告)号：US09219817B2
公开(公告)日：2015-12-22
申请号：US14678893
申请日：2015-04-03
申请人： Soundbite Communications, Inc.
发明人： Damon Weinstein , Timothy R. Segall , Vincent E. Laiosa
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/493 , H04M3/523
CPC分类号： H04M3/5175 , H04M3/493 , H04M3/5158 , H04M3/5166 , H04M3/5191 , H04M3/523
摘要： A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.
摘要翻译：业务实体创建和管理通信活动的基于Web的解决方案，例如向目标收件人提供连接到第三方呼叫中心的机会的广告系列。提供网络界面以使业务实体客户能够创建一组一个或多个规则，当在活动期间被触发时，使得解决方案基于活动性能实时地实时地执行某些控制动作。优选地，该活动性能被间接测量，即不需要直接连接到本地呼叫中心ACD。该界面为业务实体客户提供了方便易用的显示屏，用于标识已经（或可能准备进行）触发的任何规则，以及当前活动状态。当触发客户可配置规则时，系统采取控制措施（例如，活动暂停，调整出站呼叫率等）。

6. 发明申请

US20150215460A1 Method and System for Managing Interactive Communications Campaigns 有权
标题翻译：管理互动交流活动的方法和系统
公开(公告)号：US20150215460A1
公开(公告)日：2015-07-30
申请号：US14678893
申请日：2015-04-03
申请人： Soundbite Communications, Inc.
发明人： Damon Weinstein , Timothy R. Segall , Vincent E. Laiosa
IPC分类号： H04M3/51 , H04M3/493
CPC分类号： H04M3/5175 , H04M3/493 , H04M3/5158 , H04M3/5166 , H04M3/5191 , H04M3/523
摘要： A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.
摘要翻译：业务实体创建和管理通信活动的基于Web的解决方案，例如向目标收件人提供连接到第三方呼叫中心的机会的广告系列。提供网络界面以使业务实体客户能够创建一组一个或多个规则，当在活动期间被触发时，使得解决方案基于活动性能实时地实时地执行某些控制动作。优选地，该活动性能被间接测量，即不需要直接连接到本地呼叫中心ACD。该界面为业务实体客户提供了方便易用的显示屏，用于标识已经（或可能准备进行）触发的任何规则，以及当前活动状态。当触发客户可配置规则时，系统采取控制措施（例如，活动暂停，调整出站呼叫率等）。

7. 发明授权

US09307086B2 Managing interactive communications campaigns with reduced customer-to-agent connection latency 有权
公开(公告)号：US09307086B2
公开(公告)日：2016-04-05
申请号：US14269327
申请日：2014-05-05
申请人： Soundbite Communications, Inc.
发明人： Timothy R. Segall , Damon Weinstein
IPC分类号： H04M3/00 , H04M3/51 , H04M3/42 , H04M3/523
CPC分类号： H04M3/5158 , H04M3/42365 , H04M3/51 , H04M3/5183 , H04M3/5191 , H04M3/5233
摘要： A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.

8. 发明申请

US20140301542A1 Managing interactive communications campaigns using a hold queue 有权
标题翻译：使用保留队列管理交互式通信活动
公开(公告)号：US20140301542A1
公开(公告)日：2014-10-09
申请号：US14100813
申请日：2013-12-09
申请人： Soundbite Communications, Inc.
发明人： Timothy R. Segall , Damon Weinstein
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5191 , H04M3/42365 , H04M3/51 , H04M3/5232 , H04M3/5233
摘要： A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
摘要翻译：描述了业务实体创建和管理通信活动的基于Web的托管解决方案。为了减少客户到代理连接的延迟，系统实现代理在线功能，通过该代理在线功能在系统基础架构和可用代理之间建立和维护持久电话连接。以这种方式，代理可以处理多个客户，同时避免ACD保持队列。此外，优选地，服务侧保持队列也被建立并维护在基础设施的服务侧。这个保持队列维护正在等待连接到可用代理的呼叫。它确保任何客户放弃不会损害正在建立和维护的代理商的连接。

9. 发明申请

US20160219148A1 MANAGING INTERACTIVE COMMUNICATIONS CAMPAIGNS WITH REDUCED CUSTOMER-TO-AGENT CONNECTION LATENCY 有权
标题翻译：减少客户至代理连接的交互式通信管理
公开(公告)号：US20160219148A1
公开(公告)日：2016-07-28
申请号：US15089143
申请日：2016-04-01
申请人： Soundbite Communications, Inc.
发明人： Timothy R. Segall , Damon Weinstein
IPC分类号： H04M3/51
CPC分类号： H04M3/5158 , H04M3/42365 , H04M3/51 , H04M3/5183 , H04M3/5191 , H04M3/5233
摘要： A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
摘要翻译：描述了业务实体创建和管理通信活动的基于Web的托管解决方案。为了减少客户到代理连接的延迟，系统实现代理在线功能，通过该代理在线功能在系统基础架构和可用代理之间建立和维护持久电话连接。以这种方式，代理可以处理多个客户，同时避免ACD保持队列。此外，优选地，服务侧保持队列也被建立并维护在基础设施的服务侧。这个保持队列维护正在等待连接到可用代理的呼叫。它确保任何客户放弃不会损害正在建立和维护的代理商的连接。

10. 发明申请

US20160105560A1 METHOD AND SYSTEM FOR MANAGING INTERACTIVE COMMUNICATIONS CAMPAIGNS 有权
标题翻译：用于管理交互式通信的方法和系统
公开(公告)号：US20160105560A1
公开(公告)日：2016-04-14
申请号：US14977331
申请日：2015-12-21
申请人： Soundbite Communications, Inc.
发明人： Damon Weinstein , Timothy R. Segall , Vincent E. Laiosa
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , H04M3/493 , H04M3/5158 , H04M3/5166 , H04M3/5191 , H04M3/523
摘要： A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.
摘要翻译：业务实体创建和管理通信活动的基于Web的解决方案，例如向目标收件人提供连接到第三方呼叫中心的机会的广告系列。提供网络界面以使业务实体客户能够创建一组一个或多个规则，当在活动期间被触发时，使得解决方案基于活动性能实时地实时地执行某些控制动作。优选地，该活动性能被间接测量，即不需要直接连接到本地呼叫中心ACD。该界面为业务实体客户提供了方便易用的显示屏，用于标识已经（或可能准备进行）触发的任何规则，以及当前活动状态。当触发客户可配置规则时，系统采取控制措施（例如，活动暂停，调整出站呼叫率等）。

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