BR112018011020A2 - técnicas para emparelhamento comportamental híbrido em um sistema central de contato - Google Patents

técnicas para emparelhamento comportamental híbrido em um sistema central de contato

Info

Publication number
BR112018011020A2
BR112018011020A2 BR112018011020-5A BR112018011020A BR112018011020A2 BR 112018011020 A2 BR112018011020 A2 BR 112018011020A2 BR 112018011020 A BR112018011020 A BR 112018011020A BR 112018011020 A2 BR112018011020 A2 BR 112018011020A2
Authority
BR
Brazil
Prior art keywords
techniques
contact system
central contact
pair
behavioral pairing
Prior art date
Application number
BR112018011020-5A
Other languages
English (en)
Other versions
BR112018011020A8 (pt
BR112018011020B1 (pt
Inventor
Chishti Zia
Khatri Vikash
Original Assignee
Afiniti Europe Technologies Limited
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US14/956,086 external-priority patent/US9781269B2/en
Application filed by Afiniti Europe Technologies Limited filed Critical Afiniti Europe Technologies Limited
Publication of BR112018011020A2 publication Critical patent/BR112018011020A2/pt
Publication of BR112018011020A8 publication Critical patent/BR112018011020A8/pt
Publication of BR112018011020B1 publication Critical patent/BR112018011020B1/pt

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • H04M3/4211—Making use of the called party identifier where the identifier is used to access a profile
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/16—Sequence circuits

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

técnicas para emparelhamento comportamental híbrido em um sistema central de contato são reveladas. em uma modalidade particular, as técnicas podem ser concretizadas como um método para emparelhamento comportamental híbrido em um sistema central de contato compreendendo: ordenar um contato; ordenar uma pluralidade de agentes; aplicar, por meio de pelo menos um processador, uma função de hibridização à ordenação da pluralidade de agentes para predispor uma primeira estratégia para emparelhamento para uma segunda estratégia para emparelhamento; comparar, por meio do pelo menos um processador e com base na função de hibridização, uma primeira diferença em ordenação entre o contato e um primeiro agente em um primeiro par com uma segunda diferença em ordenação entre o contato e um segundo agente diferente do primeiro agente em um segundo par; e selecionar, por meio do pelo menos um processador, o primeiro par ou o segundo par para conexão com base na comparação.
BR112018011020-5A 2015-12-01 2016-11-22 Métodos, sistemas e artigo para emparelhamento comportamental híbrido em um sistema central de contatos BR112018011020B1 (pt)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US14/956,086 US9781269B2 (en) 2008-01-28 2015-12-01 Techniques for hybrid behavioral pairing in a contact center system
US14/956,086 2015-12-01
PCT/IB2016/001762 WO2017093798A1 (en) 2015-12-01 2016-11-22 Techniques for hybrid behavioral pairing in a contact center system

Publications (3)

Publication Number Publication Date
BR112018011020A2 true BR112018011020A2 (pt) 2018-11-21
BR112018011020A8 BR112018011020A8 (pt) 2022-07-05
BR112018011020B1 BR112018011020B1 (pt) 2023-11-07

Family

ID=57755401

Family Applications (1)

Application Number Title Priority Date Filing Date
BR112018011020-5A BR112018011020B1 (pt) 2015-12-01 2016-11-22 Métodos, sistemas e artigo para emparelhamento comportamental híbrido em um sistema central de contatos

Country Status (11)

Country Link
EP (2) EP3866451A1 (pt)
JP (3) JP6492231B2 (pt)
CN (2) CN108370399B (pt)
AU (3) AU2016364662A1 (pt)
BR (1) BR112018011020B1 (pt)
CA (1) CA3004210C (pt)
ES (1) ES2858755T3 (pt)
HK (1) HK1252194A1 (pt)
IL (1) IL259539B (pt)
MX (1) MX2018006546A (pt)
WO (1) WO2017093798A1 (pt)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10623565B2 (en) * 2018-02-09 2020-04-14 Afiniti Europe Technologies Limited Techniques for behavioral pairing in a contact center system
US10867263B2 (en) * 2018-12-04 2020-12-15 Afiniti, Ltd. Techniques for behavioral pairing in a multistage task assignment system

Family Cites Families (15)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB9606298D0 (en) * 1996-03-26 1996-05-29 British Telecomm Call queuing and distribution
US6577727B1 (en) * 1999-03-01 2003-06-10 Rockwell Electronic Commerce Corp. ACD tier based routing
US7798876B2 (en) 2006-06-01 2010-09-21 Finis Inc. Kickboard for swimming
JP2009081627A (ja) * 2007-09-26 2009-04-16 Nomura Research Institute Ltd 顧客対応支援装置、顧客対応支援方法
US8542816B2 (en) * 2007-11-13 2013-09-24 Amazon Technologies, Inc. Independent customer service agents
US9712679B2 (en) * 2008-01-28 2017-07-18 Afiniti International Holdings, Ltd. Systems and methods for routing callers to an agent in a contact center
US8879715B2 (en) * 2012-03-26 2014-11-04 Satmap International Holdings Limited Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
US8781100B2 (en) * 2008-01-28 2014-07-15 Satmap International Holdings Limited Probability multiplier process for call center routing
US10567586B2 (en) * 2008-11-06 2020-02-18 Afiniti Europe Technologies Limited Pooling callers for matching to agents based on pattern matching algorithms
ES2743654T3 (es) * 2008-11-06 2020-02-20 Afiniti Int Holdings Ltd Procedimiento de enrutamiento de dos pasos en un centro de llamadas
US8472611B2 (en) * 2008-11-06 2013-06-25 The Resource Group International Ltd. Balancing multiple computer models in a call center routing system
US9025757B2 (en) * 2012-03-26 2015-05-05 Satmap International Holdings Limited Call mapping systems and methods using bayesian mean regression (BMR)
EP2923254B1 (en) * 2012-11-21 2020-04-08 Greeneden U.S. Holdings II, LLC Graphical user interface for monitoring and visualizing contact center routing strategies
US8995647B2 (en) * 2013-05-20 2015-03-31 Xerox Corporation Method and apparatus for routing a call using a hybrid call routing scheme with real-time automatic adjustment
CN104580760A (zh) * 2014-12-25 2015-04-29 重庆森鑫炬科技有限公司 Cti呼叫中心平台

Also Published As

Publication number Publication date
AU2016364662A1 (en) 2018-05-17
JP2019501579A (ja) 2019-01-17
ES2858755T3 (es) 2021-09-30
JP2019118127A (ja) 2019-07-18
JP6591105B2 (ja) 2019-10-16
AU2021212035A1 (en) 2021-08-26
CN108370399A (zh) 2018-08-03
HK1252194A1 (zh) 2019-05-24
CN110062119B (zh) 2020-12-18
AU2019203809A1 (en) 2019-06-20
EP3384664B1 (en) 2021-01-06
CA3004210A1 (en) 2017-06-08
MX2018006546A (es) 2018-08-01
WO2017093798A1 (en) 2017-06-08
JP6492231B2 (ja) 2019-03-27
BR112018011020A8 (pt) 2022-07-05
CN108370399B (zh) 2019-06-04
JP2019216475A (ja) 2019-12-19
JP6820387B2 (ja) 2021-01-27
IL259539A (en) 2018-07-31
BR112018011020B1 (pt) 2023-11-07
CA3004210C (en) 2019-05-21
IL259539B (en) 2020-04-30
EP3384664A1 (en) 2018-10-10
CN110062119A (zh) 2019-07-26
EP3866451A1 (en) 2021-08-18

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Legal Events

Date Code Title Description
B06U Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette]
B350 Update of information on the portal [chapter 15.35 patent gazette]
B25A Requested transfer of rights approved

Owner name: AFINITI, LTD. (BM)

B09A Decision: intention to grant [chapter 9.1 patent gazette]
B16A Patent or certificate of addition of invention granted [chapter 16.1 patent gazette]

Free format text: PRAZO DE VALIDADE: 20 (VINTE) ANOS CONTADOS A PARTIR DE 22/11/2016, OBSERVADAS AS CONDICOES LEGAIS