公开(公告)号：SG194191A1

公开(公告)日：2013-11-29

申请号：SG2013076716

申请日：2012-04-12

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

Abstract: According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product.

公开(公告)号：AU2012242709A1

公开(公告)日：2013-10-31

申请号：AU2012242709

申请日：2012-04-12

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

IPC: H04M3/51

Abstract: According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.

公开(公告)号：AU2012242705A1

公开(公告)日：2013-10-31

申请号：AU2012242705

申请日：2012-04-12

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

IPC: G06Q10/00

Abstract: According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan.

公开(公告)号：CA2832949C

公开(公告)日：2017-09-12

申请号：CA2832949

申请日：2012-04-12

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

IPC: H04M3/51

Abstract: According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.

公开(公告)号：MX347202B

公开(公告)日：2017-04-19

申请号：MX2013011870

申请日：2012-04-12

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

IPC: G06Q10/02

Abstract: De acuerdo con un aspecto, se recibe una petición en una interfaz programadora de aplicación (API) para servicios de apoyo de un centro de apoyo que provee servicios de apoyo a una pluralidad de productos de una pluralidad de vendedores; donde se recibe la petición de un usuario para servicios de apoyo de un producto. En respuesta a la petición, se genera instantáneamente un identificador de caso (ID) que identifica de manera única una sesión de servicios de apoyo instantánea actual, asociada con el usuario, para apoyar el producto. Se crea dinámicamente un plan de enlace que representa un instante de la sesión de servicios de apoyo; donde se identifica y se rastrea el plan de enlace mediante el ID del caso. Se establece una sesión de comunicación entre un agente y el usuario para permitir que el agente dé servicios de apoyo al usuario, basados en el plan de enlace.

公开(公告)号：MX343910B

公开(公告)日：2016-11-28

申请号：MX2013011871

申请日：2012-04-12

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

IPC: G06Q30/06 ,  G06F17/30 ,  G06Q30/02

Abstract: De acuerdo con un aspecto de la invención, en un centro de apoyo se determina una relación entre un primer producto provisto por un primer vendedor y un segundo producto provisto por un segundo vendedor. Los productos primero y segundo han sido comprados por un usuario por medio de una instalación de compra asociada con un cliente del centro de apoyo. En respuesta a un primer evento recibido del cliente o del primer vendedor, que indica un cambio del primer producto, se trasmite un primer mensaje al usuario a nombre del cliente, notificando al usuario el cambio del primer producto. Se trasmite automáticamente un segundo mensaje al usuario ofreciendo un servicio de apoyo de un posible cambio del segundo producto, en vista de la relación entre los productos primero y segundo, pidiendo que el usuario inicie una petición para el servicio de apoyo.

公开(公告)号：AU2012284045B2

公开(公告)日：2016-02-25

申请号：AU2012284045

申请日：2012-07-18

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D

IPC: G06Q30/00

Abstract: A service center identifies first and second users supported by the service center for products registered with the service center. The service center is configured to provide support services to the users concerning the products on behalf of vendors that provide the products, wherein the first user and the second user have at least one common product registered with the service center. The service center determines whether the first user and the second user are members of a social community that is communicatively coupled to the service center via a first application programming interface. The social community may be hosted by a third party over a network. A message is transmitted to a first mobile device associated with the first user to enable the first user to connect with the second user via the social community without requiring the first user directly accessing the social community.

公开(公告)号：AU2012242705B2

公开(公告)日：2015-12-03

申请号：AU2012242705

申请日：2012-04-12

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

IPC: G06Q10/00

Abstract: According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan.

公开(公告)号：AU2012296430B2

公开(公告)日：2015-11-19

申请号：AU2012296430

申请日：2012-08-17

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D

IPC: G06Q10/00

Abstract: A service center receives information representing user interaction of a user with a presentation while navigating the presentation at a remote device, where the presentation describes a possible solution to a problem related to a product supported by the service center. The service center provides support services for various products on behalf of various product providers. A subject matter of the product is predicted that the user is likely interested in based on the user interaction and one or more skill sets are identified that are required to provide support services for the subject matter of the product, while the user is navigating the presentation. In response to a request received from the remote device requesting a live support, a communications session is established between the user and an agent who qualifies the skill sets to enable the agent to provide live support services to the user.

公开(公告)号：AU2012242709B2

公开(公告)日：2015-09-17

申请号：AU2012242709

申请日：2012-04-12

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

IPC: H04M3/51

Abstract: According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.