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    ONE-TOUCH PLATFORM FOR PRODUCT REGISTRATION AND SUPPORT
    1.
    发明专利
    ONE-TOUCH PLATFORM FOR PRODUCT REGISTRATION AND SUPPORT 未知

    公开(公告)号：CA2832944C

    公开(公告)日：2018-12-04

    申请号：CA2832944

    申请日：2012-04-12

    Applicant: TELETECH HOLDINGS INC

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

    IPC: G06Q30/00 ,  G06Q50/10

    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.

    METODOS PARA PROVEER SERVICIOS DE APOYO POR MEDIO DE UN CANAL DE COMUNICACION DISPONIBLE, CON BASE EN LA PREFERENCIA DEL USUARIO Y LA PREFERENCIA DEL CLIENTE.
    2.
    发明专利
    METODOS PARA PROVEER SERVICIOS DE APOYO POR MEDIO DE UN CANAL DE COMUNICACION DISPONIBLE, CON BASE EN LA PREFERENCIA DEL USUARIO Y LA PREFERENCIA DEL CLIENTE. 未知

    公开(公告)号：MX337812B

    公开(公告)日：2016-03-18

    申请号：MX2013011873

    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: De acuerdo con un aspecto, se recibe de un usuario una petición, en una interfaz programadora de aplicación (API) de servicios de un centro de apoyo, para servicios de apoyo de un producto. Se genera una primera lista de uno o más canales de comunicación que están disponibles para que el usuario se ponga en contacto con un agente del centro de apoyo, con base en una segunda lista de uno o más canales de comunicación preferidos por el usuario, y una tercera lista de uno o más canales de comunicación preferidos por un vendedor asociado con el producto. Se trasmite la primera lista de uno o más canales de comunicación a través de la API, al usuario. En respuesta a una selección de un canal de comunicación de la primera lista, se establece una sesión de comunicación entre el usuario y el agente a través del canal de comunicación seleccionado para dar servicios de apoyo del producto a nombre del vendedor.

    One-touch platform for product registration and support
    3.
    发明专利
    One-touch platform for product registration and support 未知

    公开(公告)号：GB2503398A

    公开(公告)日：2013-12-25

    申请号：GB201318004

    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: 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.

    ONE-TOUCH SUPPORT SERVICES APPLICATION PROGRAMMING INTERFACES
    4.
    发明专利
    ONE-TOUCH SUPPORT SERVICES APPLICATION PROGRAMMING INTERFACES 未知

    公开(公告)号：SG194189A1

    公开(公告)日：2013-11-29

    申请号：SG2013076690

    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 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.

    METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES
    5.
    发明专利
    METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES 未知

    公开(公告)号：SG194187A1

    公开(公告)日：2013-11-29

    申请号：SG2013076641

    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 aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product.

    One-touch platform for product registration and support
    6.
    发明专利
    One-touch platform for product registration and support 未知

    公开(公告)号：AU2012242704A1

    公开(公告)日：2013-10-31

    申请号：AU2012242704

    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: 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.

    METHOD FOR PROVIDING SUPPORT SERVICES USING CONSUMER SELECTED SPECIALISTS AND SPECIALIST RATINGS
    8.
    发明申请
    METHOD FOR PROVIDING SUPPORT SERVICES USING CONSUMER SELECTED SPECIALISTS AND SPECIALIST RATINGS 审中-公开
    使用消费者选择的专家和专家评分来提供支持服务的方法

    公开(公告)号：WO2013103696A3

    公开(公告)日：2015-06-11

    申请号：PCT/US2013020113

    申请日：2013-01-03

    Applicant: TELETECH HOLDINGS INC

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

    IPC: G06Q30/02 ,  G06F3/048 ,  G06F15/16

    CPC classification number: H04M3/5233 ,  G06Q10/10 ,  G06Q10/20 ,  G06Q30/0601 ,  H04L51/32 ,  H04L67/22 ,  H04M3/5191 ,  H04M3/523

    Abstract: A service center receives a request from a remote device for a live support session of a product supported by the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. In response to the request, the service center determines one or more preferred agents that are known to a user of the remote device and transmits information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session. In response to a user selection of an agent, a communications session is established between the user and the selected agent to enable the selected agent to provide live support.

    Abstract translation: 服务中心接收来自远程设备的请求，用于由服务中心支持的产品的直播支持会话，服务中心代表多个产品提供商为多个产品提供支持服务。 响应于该请求，服务中心确定远程设备的用户已知的一个或多个优选代理，并将表示优选代理的信息发送到远程设备，以允许用户选择活动中的一个优选代理 支持会话。 响应于用户对代理的选择，在用户和所选择的代理之间建立通信会话以使所选代理能够提供实时支持。

    METHODS FOR PROVIDING DYNAMIC AND PROACTIVE SUPPORT SERVICES
    9.
    发明申请
    METHODS FOR PROVIDING DYNAMIC AND PROACTIVE SUPPORT SERVICES 审中-公开
    提供动态支持服务的方法

    公开(公告)号：WO2012142342A3

    公开(公告)日：2013-12-27

    申请号：PCT/US2012033401

    申请日：2012-04-12

    Applicant: TELETECH HOLDINGS INC ,  TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

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

    IPC: G06Q10/00

    CPC classification number: G06Q30/016

    Abstract: According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service.

    Abstract translation: 根据本发明的一个方面，在支持中心处确定由第一供应商提供的第一产品和由第二供应商提供的第二产品之间的关系。 第一和第二产品是由用户通过与支持中心的客户端相关联的采购设备购买的。 响应于从客户端或第一供应商接收的指示第一产品的改变的第一事件，代表客户端向用户发送第一消息，通知用户第一产品的改变。 鉴于第一和第二产品之间的关系，第二个消息被自动发送给用户提供第二产品的可能改变的支持服务，而不需要用户发起对支持服务的请求。

    METHODS FOR PROVIDING SUPPORT SERVICES VIA AN AVAILABLE COMMUNICATION CHANNEL BASED ON USER PREFERENCE AND CLIENT PREFERENCE
    10.
    发明申请
    METHODS FOR PROVIDING SUPPORT SERVICES VIA AN AVAILABLE COMMUNICATION CHANNEL BASED ON USER PREFERENCE AND CLIENT PREFERENCE 审中-公开
    基于用户偏好和客户偏好通过可用的通信通道提供支持服务的方法

    公开(公告)号：WO2012142344A2

    公开(公告)日：2012-10-18

    申请号：PCT/US2012033404

    申请日：2012-04-12

    Applicant: TELETECH HOLDINGS INC ,  TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  RAHN ALAN B

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

    IPC: G06Q10/00

    CPC classification number: G06Q30/016

    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. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor.

    Abstract translation: 根据一个方面，在来自用户的支持中心的服务应用程序编程接口（API）处接收对产品的支持服务的请求。 基于用户优选的一个或多个通信信道的第二列表和一个或多个通信信道的第三列表来生成可用于用户联系支持中心的代理的一个或多个通信信道的第一列表 由与产品相关联的供应商优选。 通过服务API将一个或多个通信信道的第一列表发送给用户。 响应于来自第一列表的通信信道的选择，经由所选择的通信信道在用户和代理之间建立通信会话，以代表供应商提供产品的支持服务。

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