Edwin Margulies

A software-based, networked system for the automatic provisioning of voice and text-based dialogs between human beings and machines or software programs. This includes a collection of subroutines, algorithms, gateways, templates and connectivity to commonly available AI (Artificial Intelligence) substrates and target deployment platforms. The invention describes the ability to be credentialed against a plurality of target platforms including social engagement timelines, smart phone… Show more

A software-based, networked system for the automatic provisioning of voice and text-based dialogs between human beings and machines or software programs. This includes a collection of subroutines, algorithms, gateways, templates and connectivity to commonly available AI (Artificial Intelligence) substrates and target deployment platforms. The invention describes the ability to be credentialed against a plurality of target platforms including social engagement timelines, smart phone applications, and web sites. In particular, the invention describes the ability to automatically: Access historical and real time dialogs; extract relevant information from those dialogs; assemble an automated AI corpus; connect to subroutines, gateways, and essential processes; automatically deploy itself on a target platform; automatically update and “re-train” itself; and automatically provide actionable insights on user behavior and provide notifications automatically. Show less

In accordance with the teaching described herein, systems and methods are provided for a communications proxy and overlay network for a plurality of customer feedback collection instruments that are configured to gather information from customers. A communications server array may be configured to communicate with a user device and one or more contact centers. An application server may be configured to communicate with the communications server array, a contact centers having associated user… Show more

In accordance with the teaching described herein, systems and methods are provided for a communications proxy and overlay network for a plurality of customer feedback collection instruments that are configured to gather information from customers. A communications server array may be configured to communicate with a user device and one or more contact centers. An application server may be configured to communicate with the communications server array, a contact centers having associated user interfaces. An intelligent text processing and analysis module may be configured to transform an input from the user device to a modified input for use by the first contact center and second contact center to facilitate real time or delayed communications between users and agents. Show less

Embodiments of the present invention provide a robust customer service environment employing "Key Performance Indicators" (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences is catalogued and linked to one… Show more

Embodiments of the present invention provide a robust customer service environment employing "Key Performance Indicators" (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user. Show less

A portal system for secure, aggregated and centralized management and access of disparate customer service and social networking environments.

The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and "trigger points" for each… Show more

The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and "trigger points" for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers. Show less

A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone… Show more

A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers. Show less

A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone… Show more

A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers. Show less

A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email… Show more

A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits. Show less

A multi-media call center provides an interface tool for enabling non-technical personnel of a company running the call center to provision and configure the call center from available resources. The calls received by the call center are identified and their attributes useful in queuing the calls are determined. Based on the attributes, priority ratings are computed for the calls by applying a predetermined function to the attributes, and the calls are queued in accordance with their respective… Show more

A multi-media call center provides an interface tool for enabling non-technical personnel of a company running the call center to provision and configure the call center from available resources. The calls received by the call center are identified and their attributes useful in queuing the calls are determined. Based on the attributes, priority ratings are computed for the calls by applying a predetermined function to the attributes, and the calls are queued in accordance with their respective priority ratings. The weights to be given to the various priority attributes and the initial values of the customer-specific priority attributes are set through the interface tool during the provisioning and configuring process. The attributes are linked to the call center's live database, and the values of the customer-specific priority attributes are dynamically updated, so that events relevant to call prioritization that occur after the initial configuration has been completed can affect call queuing. Show less

A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email… Show more

A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits. Show less

An ANI Converter System (ACS): (1) logically interfaces between: (a) a telephone network, on the one hand, and customer premises equipment (CPE), on the other hand, or (b) two portions of a switched telephone network, such as two tandem toll switching machines; (2) accepts incoming calls; (3) extracts in-band network routing and/or origination information such as ANI information; (4) uses the information to extract relevant information from a data base; and (5) places a call to a predetermined… Show more

An ANI Converter System (ACS): (1) logically interfaces between: (a) a telephone network, on the one hand, and customer premises equipment (CPE), on the other hand, or (b) two portions of a switched telephone network, such as two tandem toll switching machines; (2) accepts incoming calls; (3) extracts in-band network routing and/or origination information such as ANI information; (4) uses the information to extract relevant information from a data base; and (5) places a call to a predetermined called party at, for example, a predetermined workstation to aid operators using the workstation in carrying out transactions with a calling party. The ACS includes a network signalling interface (NSI) for receiving calls from a calling party; a customer premises equipment signalling interface (CPESI) for placing calls to a called party at, for example, a business CPE; a voice and data processing means (VDPM) which is switchably interconnected to the NSI and the CPESI for detecting the in-band network routing and/or origination signals transmitted with the incoming signal from the calling party; a connection and switching means (CSM) for connecting and switching the NSI to either the VDPM or the CPESI and for connecting and switching the VDPM to the CPESI; and a controller for directing the activities of the NSI, CPESI, VDPM and CSM to accept incoming calls, to extract the in-band information, to use the information to extract relevant information from a data base, and to place a call to a predetermined called party. Show less