公开(公告)号：US11049141B2

公开(公告)日：2021-06-29

申请号：US14504238

申请日：2014-10-01

Applicant: Avaya Inc.

Inventor： David Skiba ,  Andrew Maher ,  George Erhart ,  Valentine C. Matula

IPC: H04M3/51 ,  G06Q30/02

Abstract: Handheld communication devices, such as smart phones, comprise a number of data gathering sensors. The sensors may be utilized to provide an agent of a contact center with situational information regarding the user of the handheld device. While global positioning systems (GPS) provides one means to locate a user of a communication device, GPS is not always available. However, by utilizing radio receivers, internal condition sensors, motion detectors, and other sensing components, a situation for a customer may be determined to supplement or substitute for GPS-determined location as well as to identify more relevant situations for the user beyond those provided by GPS provided location information.

公开(公告)号：US10475042B2

公开(公告)日：2019-11-12

申请号：US14273255

申请日：2014-05-08

Applicant: Avaya Inc.

Inventor： David Skiba ,  Peter Finney ,  Andrew Maher

IPC: G06Q10/06 ,  G06Q30/00 ,  G06Q50/00

Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.

公开(公告)号：US20150264148A1

公开(公告)日：2015-09-17

申请号：US14513362

申请日：2014-10-14

Applicant: Avaya Inc.

Inventor： David Skiba ,  Andrew Maher ,  George Erhart ,  Valentine C. Matula

IPC: H04L29/08

CPC classification number: H04L67/12 ,  H04W4/21 ,  H04W4/70 ,  H04W12/08

Abstract: Contact centers often have a significant pool of troubleshooting information related to devices that a customer may own or have access to. Connecting the device to a resource of the contact center presents challenges as customers and device manufacturers are reluctant to provide direct connectivity from the device to a public network, such as the Internet. A customer communication device, such as a smart phone, with an application allows a user to broker a communication between a resource of a contact center and a device. As a benefit, the customer can see and control the types of communication occurring and approve or deny according to their comfort level. When the resource-device session is concluded, the link is terminated and cannot be resumed without again obtaining approval.

Abstract translation: 联络中心通常具有与客户可能拥有或可以访问的设备相关的重要故障排除信息池。 将设备连接到联络中心的资源提供了挑战，因为客户和设备制造商不愿意提供从设备到公共网络（如Internet）的直接连接。 具有应用的诸如智能电话的客户通信设备允许用户代理联络中心的资源和设备之间的通信。 作为一个好处，客户可以根据他们的舒适度来查看和控制发生的通信类型，并批准或拒绝。 当资源设备会话结束时，链接被终止，不能再次获得批准而恢复。

公开(公告)号：US20150379527A1

公开(公告)日：2015-12-31

申请号：US14319019

申请日：2014-06-30

Applicant: Avaya Inc.

Inventor： David Skiba ,  Peter Finney ,  Andrew Maher ,  Reinhard P. Klemm

IPC: G06Q30/02 ,  H04L29/08 ,  G06Q50/00 ,  G06F17/30

CPC classification number: G06Q30/0201 ,  G06F16/955 ,  G06Q50/01 ,  H04L67/22 ,  H04L67/306

Abstract: Derivative network profile is provided for determining a more complete picture of a customer on a social media website or websites for improved customer interactions. A customer may have a social media presence with any number of connections to other individuals, businesses, etc. As provided herein, the relevancy of those connections is determined within the context of a “seed” or business purpose. As a benefit, a customer who may share a substantial amount of information (e.g., funny videos, favorite sports teams, etc.) with a large pool of connections, may have a particular relationship identified (e.g., a more obscure relative who travels frequently) when a contact center is interacting with the customer with respect to the business purpose (e.g., providing travel-related services to the customer).

Abstract translation: 提供衍生网络配置文件，用于在社交媒体网站或网站上确定客户的更完整图片，以改善客户互动。 客户可能有与其他个人，企业等的任何数量的连接的社交媒体存在。如本文所提供的，这些连接的相关性在“种子”或业务目的的上下文中确定。 作为一个好处，可能与大量连接共享大量信息（例如，有趣的视频，喜爱的运动队等）的客户可能会确定一个特定的关系（例如，一个更模糊的亲戚经常旅行 ）当一个联络中心与客户在业务目的上进行交互时（例如，向客户提供旅游相关服务）。

公开(公告)号：US20150264176A1

公开(公告)日：2015-09-17

申请号：US14504238

申请日：2014-10-01

Applicant: Avaya Inc.

Inventor： David Skiba ,  Andrew Maher ,  George Erhart ,  Valentine C. Matula

IPC: H04M3/51

CPC classification number: G06Q30/0261 ,  H04M3/5141 ,  H04M3/5183

Abstract: Handheld communication devices, such as smart phones, comprise a number of data gathering sensors. The sensors may be utilized to provide an agent of a contact center with situational information regarding the user of the handheld device. While global positioning systems (GPS) provides one means to locate a user of a communication device, GPS is not always available. However, by utilizing radio receivers, internal condition sensors, motion detectors, and other sensing components, a situation for a customer may be determined to supplement or substitute for GPS-determined location as well as to identify more relevant situations for the user beyond those provided by GPS provided location information.

Abstract translation: 诸如智能电话的手持通信设备包括多个数据采集传感器。 传感器可用于向联络中心的代理提供关于手持设备的用户的情景信息。 虽然全球定位系统（GPS）提供了一种方法来定位通信设备的用户，但GPS并不总是可用。 然而，通过利用无线电接收机，内部状况传感器，运动检测器和其他感测部件，可以确定客户的情况以补充或替代GPS确定的位置，以及为超出所提供的用户的用户识别更多的相关情况 通过GPS提供位置信息。

公开(公告)号：US20150324805A1

公开(公告)日：2015-11-12

申请号：US14273255

申请日：2014-05-08

Applicant: Avaya Inc.

Inventor： David Skiba ,  Peter Finney ,  Andrew Maher

IPC: G06Q30/00 ,  G06Q50/00 ,  G06Q10/06

Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.

Abstract translation: 用户可以在公共社交媒体网站和其他公共论坛上发布问题和问题。 业务的业务或产品可能是该职位的主题。 通过适当培训的系统，企业可以确定另一个社区成员是否可能提供准确，足够和及时的回复。 如果是这样，企业可以避免分配资源来回应这些职位。 但是，如果确定适当的回应不太可能，或者不可能在可接受的时间范围内，业务可以通知代理人提供适当的回应。 作为一个好处，业务可以利用知识渊博的用户社区向其他用户提供帮助，从而不必花费资源。

公开(公告)号：US20150262237A1

公开(公告)日：2015-09-17

申请号：US14609615

申请日：2015-01-30

Applicant: Avaya Inc.

Inventor： David Skiba ,  Andrew Maher ,  George Erhart ,  Valentine C. Matula

IPC: G06Q30/02

CPC classification number: G06Q30/0261 ,  H04M3/5141 ,  H04M3/5183

Abstract: Businesses have long appreciated the advantages of anticipating potential customers' needs. Directing marketing activities towards non-customers, persons not having such a need, wastes resources of the business and may damage a business' reputation. By providing a location-based analysis of a user's activities, such as by an opt-in application for a mobile device carried by the user, subject matter relevant and timely information on goods and/or services of the business may be provided to the user.

Abstract translation: 企业一直赞赏预测潜在客户需求的优势。 针对非客户的营销活动，没有这种需求的人员，会浪费业务资源，并可能损害企业的声誉。 通过提供用户活动的基于位置的分析，例如通过用户携带的移动设备的选择加入应用，可以向用户提供与业务的商品和/或服务相关的及时的信息的主题 。