Patent application number | Description | Published |
20080240374 | Method and system for linking customer conversation channels - 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. | 10-02-2008 |
20080240376 | Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication - A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal. | 10-02-2008 |
20080240404 | Method and system for aggregating and analyzing data relating to an interaction between a customer and a contact center agent - A method and system for aggregating data associated with an interaction between a customer and a customer service representative is provided. The method is implemented by a readable medium having a plurality of code segments. The method includes the step of receiving customer service representative call activity data, the customer service representative call activity data including one or more of the following data types: customer service representative on-call activity data, customer service representative after-call activity data, customer service representative screen analytics, customer service representative desktop recording data. The method also includes the step of receiving customer call activity data. The method also includes the step of receiving an interaction between a customer and a customer service representative and generating associated voice data from the interaction. The method also includes the step of receiving human resources data from a human resources database, the human resources data being associated with at least one customer service representative. The method also includes the step of analyzing the customer service representative call activity data, the customer call activity data, the voice data, and the human resources data. In addition, a code segment is provided for generating customer service representative performance data based on the analysis of the customer service representative call activity data, the customer call activity data, the voice data and the human resources data. | 10-02-2008 |
20080240405 | Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics - A method and system for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method includes the step of organizing a plurality of agents based on a predetermined criteria. The method also includes the step of selecting a range of the organized plurality of agents and identifying a plurality of interactions associated with the organized plurality of agents within the selected range. The method also includes the step of receiving voice data associated with each of the identified interactions. The method also includes the step of receiving agent call activity data associated with each of the identified interactions, the agent call activity data comprising at least one of agent on-call activity data, agent after-call activity data, and agent screen analytics and desktop recording. The method also includes the step of receiving customer call activity data associated with each of the identified interactions. The method also includes the step of receiving customer history data corresponding to each customer of each of the identified interactions. The method also includes the step of analyzing the voice data, the agent call activity data, the customer call activity data, and the customer history data associated with each of the identified interactions. In addition the method includes the step of generating business process analytics for the identified interactions, the business process analytics comprising a code segment for generating dissatisfaction data for each of the identified interactions based on the analyzed voice data, the agent call activity data, the customer call activity data, and the customer history data. | 10-02-2008 |
20080260122 | Method and system for selecting and navigating to call examples for playback or analysis - 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. | 10-23-2008 |
20080260128 | Method and system determining the complexity of a telephonic commuincation received by a contact center - A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold. A recorded telephonic communication is received and call attributes associated with the telephonic communication are determined. The call attributes include one or more of the following: call duration data, non-interaction data, distress event data, third party dialog data and call transfer data. The established call rule is compared to the call attributes of the telephonic communication, and data indicative of the complexity of the telephonic communication is generated. | 10-23-2008 |
20080262904 | Method and system for automatically monitoring contact center performance - 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. | 10-23-2008 |
20090103698 | Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center - 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. | 04-23-2009 |
20090103699 | Methods and systems for determining customer hang-up during a telephonic communication between a customer and a contact center - 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 early termination of a telephonic communication. | 04-23-2009 |
20090103708 | 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 - 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. | 04-23-2009 |
20090103709 | Methods and systems for determining and displaying business relevance of telephonic communications between customers and a contact center - The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business. | 04-23-2009 |
20090103711 | Methods and systems for determining inappropriate threats during a telephonic communication between a customer and a contact center - 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. | 04-23-2009 |
20110249811 | 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 - 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. | 10-13-2011 |
20140064473 | METHODS 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 - 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. | 03-06-2014 |
20140136194 | METHODS AND APPARATUS FOR IDENTIFYING FRAUDULENT CALLERS - The methods, apparatus, and systems described herein are designed to identify fraudulent callers. A voice print of a call is created and compared to known voice prints to determine if it matches one or more of the known voice prints. The methods include a pre-processing step to separate speech from non-speech, selecting a number of elements that affect the voice print the most, and/or computing an adjustment factor based on the scores of each received voice print against known voice prints. | 05-15-2014 |
20140249872 | CUSTOMER-BASED INTERACTION OUTCOME PREDICTION METHODS AND SYSTEM - A method for customer-based outcome prediction that includes receiving recordings of interactions with customers in a customer group, analyzing the recordings of the interactions to generate interaction data, and building a predictive model using the interaction data, the predictive model identifying a variable relevant to predicting a likelihood of an identified outcome occurring in association with future interactions with customers in the customer group. The method also includes receiving a recording of a current interaction with a first customer, the first customer being in the customer group and analyzing the recording of the current interaction with the first customer to generate current interaction data. Further, the method includes adding the current interaction data to a first customer profile associated with the first customer and applying the predictive model to the first customer profile to predict the likelihood of the identified outcome occurring in association with the current interaction. | 09-04-2014 |
20140249873 | CUSTOMER-BASED INTERACTION OUTCOME PREDICTION METHODS AND SYSTEM - A method for customer-based outcome prediction that includes receiving recordings of interactions with customers in a customer group, analyzing the recordings of the interactions to generate interaction data, and building a predictive model using the interaction data, the predictive model identifying a variable relevant to predicting a likelihood of an identified outcome occurring in association with future interactions with customers in the customer group. The method also includes receiving a recording of a current interaction with a first customer, the first customer being in the customer group and analyzing the recording of the current interaction with the first customer to generate current interaction data. Further, the method includes adding the current interaction data to a first customer profile associated with the first customer and applying the predictive model to the first customer profile to predict the likelihood of the identified outcome occurring in association with the current interaction. | 09-04-2014 |
20140270133 | REAL-TIME PREDICTIVE ROUTING - The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions. | 09-18-2014 |
20140270139 | METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA - A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center. | 09-18-2014 |
20140270140 | METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA - A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center. | 09-18-2014 |
20140294172 | METHOD AND SYSTEM FOR AUTOMATICALLY ROUTING A TELEPHONIC COMMUNICATION - A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal. | 10-02-2014 |
20140301541 | METHOD AND SYSTEM FOR ANALYZING A COMMUNICATION BY APPLYING A BEHAVIORAL MODEL THERETO - 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. | 10-09-2014 |
20140355748 | OPTIMIZED PREDICTIVE ROUTING AND METHODS - The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles. | 12-04-2014 |
20140355749 | OPTIMIZED PREDICTIVE ROUTING AND METHODS - The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles. | 12-04-2014 |
20140362984 | SYSTEMS AND METHODS FOR ANALYZING COACHING COMMENTS - The methods, apparatuses, and systems described herein are designed to analyze comments provided by a coach relating to an agent's interaction with a customer. The methods include receiving a coaching comment regarding an agent's interaction with a customer, applying at least one scoring algorithm to the comment, and outputting a score of the scoring algorithm. | 12-11-2014 |
20150036815 | REAL-TIME PREDICTIVE ROUTING - The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data. | 02-05-2015 |
20150036816 | METHOD AND SYSTEM FOR AUTOMATICALLY ROUTING A TELEPHONIC COMMUNICATION - A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal. | 02-05-2015 |