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1.发明授权Method and system for selecting and navigating to call examples for playback or analysis 有权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
Applicant: Kelly Conway , David Gustafson , Douglas Brown , Christopher Danson
Inventor： Kelly Conway , David Gustafson , Douglas Brown , Christopher Danson
CPC classification number: H04M3/5175 , G10L15/26 , G10L21/0272 , G10L25/63 , H04M3/08 , H04M3/42221 , H04M3/5191 , H04M7/0057 , H04M7/0084 , H04M2203/401 , H04M2203/403
Abstract: 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.
Abstract translation: 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。
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2.发明授权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
Applicant: Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
Inventor： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
CPC classification number: H04M3/5175 , G10L15/1822 , G10L15/26 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M2201/40
Abstract: 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.
Abstract translation: 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。
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公开(公告)号：USD674334S1
公开(公告)日：2013-01-15
申请号：US29376492
申请日：2010-10-07
Applicant: Brian Cutter , David Gustafson , Howard Nuk , Jonathan Rowell
Designer： Brian Cutter , David Gustafson , Howard Nuk , Jonathan Rowell
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公开(公告)号：USD626064S1
公开(公告)日：2010-10-26
申请号：US29363236
申请日：2010-06-07
Applicant: Brian Cutter , David Gustafson , Howard Nuk , Jonathan Rowell
Designer： Brian Cutter , David Gustafson , Howard Nuk , Jonathan Rowell
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5.发明申请Methods and systems for determining inappropriate threats during a telephonic communication between a customer and a contact center 审中-公开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
Applicant: Kelly Conway , Douglas Brown , David Gustafson , Christopher Danson
Inventor： Kelly Conway , Douglas Brown , David Gustafson , Christopher Danson
IPC: H04M3/00
CPC classification number: H04M3/5175 , H04M2201/18 , H04M2201/40 , H04M2201/60
Abstract: 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.
Abstract translation: 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。
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Patent Agency Ranking
公开(公告)号：US20080240374A1
公开(公告)日：2008-10-02
申请号：US11731479
申请日：2007-03-30
Applicant: Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
Inventor： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
IPC: H04M11/00
CPC classification number: H04M11/10 , H04M3/42221 , H04M3/5175 , H04M3/5183 , H04M7/006
Abstract: 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.
Abstract translation: 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。
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公开(公告)号：US20060173328A1
公开(公告)日：2006-08-03
申请号：US11039251
申请日：2005-01-19
Applicant: Liexiang Fan , David Gustafson , John Jackson
Inventor： Liexiang Fan , David Gustafson , John Jackson
IPC: A61B8/14
CPC classification number: A61B8/08 , A61B6/503 , A61B8/0883 , G01S7/52071 , G01S15/8979
Abstract: A difference between a detected motion and a reference motion is automatically displayed. The reference motion is a modeled motion of an organ, a base line motion of an organ or another portion of an organ. A deviation in motion amplitude, angle or both angle and amplitude from a reference set may more easily identify abnormal or normal motion of the organ.
Abstract translation: 自动显示检测到的运动与参考运动之间的差异。 参考运动是器官的模拟运动，器官或器官的另一部分的基线运动。 来自参考组的运动幅度，角度或角度和幅度的偏差可以更容易地识别器官的异常或正常运动。
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8.发明申请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 有权通过应用心理行为模型来分析客户与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：US20140064473A1
公开(公告)日：2014-03-06
申请号：US14072479
申请日：2013-11-05
Applicant: Kelly CONWAY , Keene Hedges CAPERS , Christopher DANSON , Douglas BROWN , David GUSTAFSON , Roger WARFORD , Melissa MOORE
Inventor： Kelly CONWAY , Keene Hedges CAPERS , Christopher DANSON , Douglas BROWN , David GUSTAFSON , Roger WARFORD , Melissa MOORE
IPC: H04M3/51
CPC classification number: H04M3/5175 , G10L15/1822 , G10L15/26 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M2201/40
Abstract: 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.
Abstract translation: 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。
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公开(公告)号：US08611523B2
公开(公告)日：2013-12-17
申请号：US12286168
申请日：2008-09-29
Applicant: Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
Inventor： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
IPC: H04M3/00
CPC classification number: H04M3/5175 , H04M3/42221
Abstract: 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.
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10.发明授权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
Applicant: Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
Inventor： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
CPC classification number: H04M3/5175 , G10L15/1822 , G10L15/26 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M2201/40
Abstract: 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.
Abstract translation: 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。
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