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11. 发明授权

US08126723B1 System and method for improving tuning using caller provided satisfaction scores 有权
标题翻译：使用来电者改善调谐的系统和方法提供满意度分数
公开(公告)号：US08126723B1
公开(公告)日：2012-02-28
申请号：US12338064
申请日：2008-12-18
申请人： Dhananjay Bansal , Scott D. Spera , Nancy Gardner , James H. Lythgoe, Jr. , John C. Georgesen
发明人： Dhananjay Bansal , Scott D. Spera , Nancy Gardner , James H. Lythgoe, Jr. , John C. Georgesen
IPC分类号： G06Q10/00
CPC分类号： G06Q30/0203 , G06Q30/016 , G06Q30/0282
摘要： A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.
摘要翻译：系统和方法通过基于客户满意度分数识别IVR系统的应用调整机会，提供了通过IVR来提高客户满意度的方法。该系统和方法将IVR应用的部分与从客户满意度调查获得的客户满意度得分进行比较。比较显示，IVR应用的哪些部分与低客户满意度得分相关。制作了一份报告，指出与低客户满意度相关的这些领域，这些领域可能会被调整，以提高客户对IVR的满意度。

12. 发明授权

US07590980B1 System and method for a functional extensibility framework 有权
标题翻译：功能扩展框架的系统和方法
公开(公告)号：US07590980B1
公开(公告)日：2009-09-15
申请号：US11151930
申请日：2005-06-14
申请人： Ian James Clubb , Philip Geoffrey Claridge , Thomas Joseph Shusta , Jeffrey M. Miller , Robert Walters
发明人： Ian James Clubb , Philip Geoffrey Claridge , Thomas Joseph Shusta , Jeffrey M. Miller , Robert Walters
IPC分类号： G06F9/44 , G06F9/46 , G06F13/00
CPC分类号： G06F8/437 , G06F9/44526
摘要： There is disclosed a framework which utilizes contemporaneous assembly of processing modules, strong typing, and integrated caching to assemble processing elements from different sources robustly and minimize system failures as software modules are upgraded.
摘要翻译：公开了一种框架，其利用处理模块的同时装配，强打字和集成缓存来强化组装来自不同源的处理元件，并且随着软件模块的升级最小化系统故障。

13. 发明授权

US07509281B1 System and method for statement presentation 有权
标题翻译：语句介绍的系统和方法
公开(公告)号：US07509281B1
公开(公告)日：2009-03-24
申请号：US09709993
申请日：2000-11-10
申请人： Matthew Brown , Marc Jazvac
发明人： Matthew Brown , Marc Jazvac
IPC分类号： G06Q40/00
CPC分类号： H04M15/44 , G06Q30/04 , G06Q40/00 , G06Q40/025 , G06Q40/04 , H04M15/00 , H04M15/06 , H04M15/43 , H04M15/51 , H04M15/52 , H04M2215/0104 , H04M2215/54
摘要： The present invention is a system and method for producing statements that have charges for one or more service categories. The present invention enables a service provider to define which services appear on what statements for any given customer. Using the present invention, it is possible to include telephony, cable, video, and/or data services on the same statement, separate statements, or any combination of services on one or more statements.
摘要翻译：本发明是一种用于产生对一个或多个服务类别具有费用的语句的系统和方法。本发明使得服务提供商可以定义哪些服务在任何给定的客户的什么语句上出现。使用本发明，可以在同一语句，单独的语句或一个或多个语句上的任何服务组合上包括电话，电缆，视频和/或数据服务。

14. 发明授权

US07035384B1 Call processing system with call screening 失效
公开(公告)号：US07035384B1
公开(公告)日：2006-04-25
申请号：US09573734
申请日：2000-05-18
申请人： Gordon F. Scherer
发明人： Gordon F. Scherer
IPC分类号： H04M1/64
CPC分类号： H04M3/5166 , H04M3/42042 , H04M3/42059 , H04M3/436 , H04M2203/2011 , H04M2242/22 , H04Q3/70 , H04Q3/72 , H04Q2213/13091 , H04Q2213/13097 , H04Q2213/13377
摘要： A system is described in which call processing considers unique information about the call to better serve the caller and/or to enable the called party to more efficiently handle the call. In one embodiment, the unique information considered by the call processor is information indicator digits, which may indicate to the called party whether to accept the call before the voice portion of the call is initiated.

15. 发明授权

US08200610B1 System and method for supporting the utilization of machine learning 有权
标题翻译：支持机器学习的系统和方法
公开(公告)号：US08200610B1
公开(公告)日：2012-06-12
申请号：US13236079
申请日：2011-09-19
申请人： Robert D. Birch , Brian D. Craig , Scott A. Irwin , Stephen D. Weagraff
发明人： Robert D. Birch , Brian D. Craig , Scott A. Irwin , Stephen D. Weagraff
IPC分类号： G06F15/00 , G06F15/18
CPC分类号： G06N99/005
摘要： A system and method is disclosed which integrates a machine learning solution into a large scale, distributed transaction processing system using a supporting architecture comprising a combination of computer hardware and software. Methods of using a system comprising such supporting architecture provide application designers access to the functionality included in a machine learning solution, but might also provide additional functionality not supported by the machine learning solution itself.
摘要翻译：公开了一种使用包括计算机硬件和软件的组合的支持架构将机器学习解决方案集成到大规模分布式事务处理系统中的系统和方法。使用包括这种支持架构的系统的方法使应用程序设计人员能够访问包括在机器学习解决方案中的功能，但也可能提供机器学习解决方案本身不支持的附加功能。

16. 发明授权

US08200527B1 Method for prioritizing and presenting recommendations regarding organizaion's customer care capabilities 有权
标题翻译：优先考虑和提出有关组织客户关怀能力的建议的方法
公开(公告)号：US08200527B1
公开(公告)日：2012-06-12
申请号：US11741284
申请日：2007-04-27
申请人： Cameron Thompson , Ryan Pellet , Devi Jaspal
发明人： Cameron Thompson , Ryan Pellet , Devi Jaspal
IPC分类号： G06Q30/00
CPC分类号： G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q30/00
摘要： Enhancements to customer care capabilities can be prioritized and presented using a repeatable methodology which allows information to be collected, processed, and utilized in a uniform fashion across engagements. Such a methodology can be designed so as to be flexible enough for any customization which is required in particular circumstances. Various tools which can be used in such a methodology include computerized surveys, evaluation formulae, prioritization graphs, and weighing scales.
摘要翻译：可以使用可重复的方法对客户关怀能力进行优化和提出，从而允许以统一的方式收集，处理和使用信息。这种方法可以被设计成对于在特定情况下所需的任何定制都足够灵活。可用于这种方法的各种工具包括计算机化调查，评估公式，优先排序图和称重。

17. 发明授权

US07885820B1 Expert system supported interactive product selection and recommendation 有权
标题翻译：专家系统支持交互式产品选择和推荐
公开(公告)号：US07885820B1
公开(公告)日：2011-02-08
申请号：US09909250
申请日：2001-07-19
申请人： Rod Mancisidor , Charles R. Erickson , Ahmed Gheith , William W. Chan
发明人： Rod Mancisidor , Charles R. Erickson , Ahmed Gheith , William W. Chan
IPC分类号： G06Q90/00
CPC分类号： G06N5/04 , G06Q10/10 , G06Q30/02
摘要： Expert system supported interactive product selection and recommendation. The invention assists an agent to interact with a customer and to provide selection and recommendation of available products and/or services that offer a workable solution for the customer. The invention allows for the use of agents of varying skill levels, including relatively low skill level, without suffering deleterious performance. From certain perspectives, an expert system employed using various aspects of the invention allows the agent to provide real time interaction with a customer and to provide a real time recommended solution to that customer. Many traditional approaches dealing in complex industries require that agent's have a high degree of skill and expertise. The invention allows even a novice agent to service a customer's needs without requiring a high skill level or up-front training that is often at the expense of the provider seeking to market its products and/or services.
摘要翻译：专家系统支持交互式产品选择和推荐。本发明帮助代理人与客户进行交互，并提供为客户提供可行解决方案的可用产品和/或服务的选择和推荐。本发明允许使用具有不同技能水平的试剂，包括技能水平较低，而不会产生有害的性能。从某些角度来看，使用本发明的各个方面的专家系统允许代理人提供与客户的实时交互并为该客户提供实时推荐的解决方案。处理复杂行业的许多传统方法要求代理人具有高度的技能和专业知识。本发明甚至允许新手代理服务于客户的需求，而不需要高技能水平或前期训练，这往往是以寻求上市的产品和/或服务为代价的牺牲品。

18. 发明授权

US07657436B2 System and method for establishing electronic business systems for supporting communications services commerce 有权
标题翻译：建立用于支持通信服务商业的电子商务系统的系统和方法
公开(公告)号：US07657436B2
公开(公告)日：2010-02-02
申请号：US10240614
申请日：2001-03-30
申请人： Kevin Elmore , Vince Hoeser , David Horn , Linda Horne , Charles Kaake , Kevin Kelly , Mark Mabel , Hal Rodriguez , Paul Stephens , Vadim Pokotylo , Girish Bakhru
发明人： Kevin Elmore , Vince Hoeser , David Horn , Linda Horne , Charles Kaake , Kevin Kelly , Mark Mabel , Hal Rodriguez , Paul Stephens , Vadim Pokotylo , Girish Bakhru
IPC分类号： G06F17/60
CPC分类号： G06Q30/06 , G06Q10/06 , G06Q20/382 , G06Q30/02 , G06Q30/04 , G06Q30/0601 , H04L67/42
摘要： A comprehensive electronic business support system comprises three layers: (1) the business layer, including various smart components which unify data and business processes across all customer interactions; (2) the integration layer, including various communications messaging interfaces and enterprise application integration adapters, which provide a flexible, automated, and process driven solution for integrating across business applications and operations support systems; and (3) the presentation layer, including various customer views, which are presented via particular business portals. A smart component server provides the core services and comprehensive business process logic required to successfully conduct business online. The communications messaging interfaces integrate with back-office systems for functions such as billing, provisioning, and interconnection.
摘要翻译：全面的电子商务支持系统包括三个层面：（1）业务层，包括在所有客户互动中统一数据和业务流程的各种智能组件; （2）集成层，包括各种通信消息接口和企业应用程序集成适配器，它们提供灵活，自动化和过程驱动的解决方案，用于整合业务应用程序和操作支持系统; 和（3）通过特定商业门户呈现的表示层，包括各种客户视图。智能组件服务器提供成功开展业务所需的核心服务和全面的业务流程逻辑。通信消息接口与后台系统集成，用于计费，配置和互连等功能。

19. 发明授权

US07062020B1 System and apparatus for IVR port sharing 有权
标题翻译：用于IVR端口共享的系统和设备
公开(公告)号：US07062020B1
公开(公告)日：2006-06-13
申请号：US09223993
申请日：1998-12-31
申请人： M. Hassan Pirasteh , Jeffrey J. Sager
发明人： M. Hassan Pirasteh , Jeffrey J. Sager
IPC分类号： H04M11/00
CPC分类号： H04M3/487 , H04M3/42102
摘要： A telecommunications system is described for dynamic port sharing of a multiple port, multiple script, IVR facility, using CTI server(s).
摘要翻译：描述了使用CTI服务器的多端口，多脚本，IVR设施的动态端口共享的电信系统。

20. 发明授权

US06996589B1 System and method for database conversion 有权
标题翻译：数据库转换的系统和方法
公开(公告)号：US06996589B1
公开(公告)日：2006-02-07
申请号：US10050273
申请日：2002-01-16
申请人： Nandagopal Mysore Jayaram , Philip Jay Hudson , Sadu Shetty , Atul Chintaman Paradkar
发明人： Nandagopal Mysore Jayaram , Philip Jay Hudson , Sadu Shetty , Atul Chintaman Paradkar
IPC分类号： G06F17/30
CPC分类号： G06F17/30569 , Y10S707/99934 , Y10S707/99953 , Y10S707/99955
摘要： A database conversion engine comprising a method and system to convert business information residing on one system to another system. A generic, extensible, scalable conversion engine may perform conversion of source data to target data as per mapping instructions/specifications, target schema specifications, and a source extract format specification without the need for code changes to the engine itself for subsequent conversions. A scheduler component may implement a scalable architecture capable of voluminous data crunching operations. Multi-level validation of the incoming source, data may also be provided by the system. A mechanism may provide data feeds to third-party systems as a part of business data conversion. An English-like, XML-based (extensible markup language), user-friendly, extensible data markup language may be further provided to specify the mapping instructions directly or via a GUI (graphical user interface). The system and method employs a business-centric approach to data conversion that determines the basic business object that is the building block of a given conversion. This approach facilitates identification of basic minimum required data for conversion leading to efficiencies in volume of data, performance, validations, reusability, and conversion turnover time.
摘要翻译：一种数据库转换引擎，包括将驻留在一个系统上的商业信息转换为另一系统的方法和系统。通用，可扩展，可扩展的转换引擎可以根据映射指令/规范，目标模式规范和源提取格式规范执行源数据到目标数据的转换，而不需要为后续转换引擎本身进行代码更改。调度器组件可以实现能够进行大量数据处理操作的可扩展架构。传入源的多级验证，数据也可由系统提供。作为业务数据转换的一部分，机制可以向第三方系统提供数据。可以进一步提供类似英语的，基于XML的（可扩展标记语言），用户友好的可扩展数据标记语言，以直接地或经由GUI（图形用户界面）指定映射指令。系统和方法采用以业务为中心的数据转换方法，确定作为给定转换的构建块的基本业务对象。这种方法有助于识别用于转换的基本最低要求数据，从而提高数据量，性能，验证，可重用性和转换周转时间。

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