CO2018009607A1 - Asignación de un entorno informático dinámico para la interacción de un centro de contactos - Google Patents

Asignación de un entorno informático dinámico para la interacción de un centro de contactos

Info

Publication number
CO2018009607A1
CO2018009607A1 CONC2018/0009607A CO2018009607A CO2018009607A1 CO 2018009607 A1 CO2018009607 A1 CO 2018009607A1 CO 2018009607 A CO2018009607 A CO 2018009607A CO 2018009607 A1 CO2018009607 A1 CO 2018009607A1
Authority
CO
Colombia
Prior art keywords
contact center
instances
agent
computing environment
mapping
Prior art date
Application number
CONC2018/0009607A
Other languages
English (en)
Inventor
Lyle Hardy
Forest Mitchell Felling
Evan Davis
Original Assignee
Teleperformance Se
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
Application filed by Teleperformance Se filed Critical Teleperformance Se
Publication of CO2018009607A1 publication Critical patent/CO2018009607A1/es

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • 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
    • H04M3/5133—Operator terminal details
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/451—Execution arrangements for user interfaces
    • G06F9/453—Help systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/101—Collaborative creation, e.g. joint development of products or services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/56—Provisioning of proxy services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/56—Provisioning of proxy services
    • H04L67/59—Providing operational support to end devices by off-loading in the network or by emulation, e.g. when they are unavailable
    • 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
    • H04M3/5175—Call or contact centers supervision arrangements
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • 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
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/455—Emulation; Interpretation; Software simulation, e.g. virtualisation or emulation of application or operating system execution engines
    • G06F9/45533—Hypervisors; Virtual machine monitors
    • G06F9/45558—Hypervisor-specific management and integration aspects
    • G06F2009/45591—Monitoring or debugging support
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • 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

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Signal Processing (AREA)
  • Marketing (AREA)
  • Human Resources & Organizations (AREA)
  • Entrepreneurship & Innovation (AREA)
  • General Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Strategic Management (AREA)
  • General Physics & Mathematics (AREA)
  • Software Systems (AREA)
  • Physics & Mathematics (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Economics (AREA)
  • General Business, Economics & Management (AREA)
  • Tourism & Hospitality (AREA)
  • Quality & Reliability (AREA)
  • Operations Research (AREA)
  • Data Mining & Analysis (AREA)
  • Human Computer Interaction (AREA)
  • Computer And Data Communications (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Finance (AREA)
  • Information Transfer Between Computers (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

De acuerdo con las modalidades de la presente invención, se proporcionan diversos métodos informáticos implementados para enviar de forma dinámica instancias personalizadas para el usuario de entornos informáticos a los agentes del centro de contacto. La entrada de usuario recolectada mediante técnicas de interacción automáticas es recibida en un centro de contacto. La información recolectada se utiliza para seleccionar o determinar instancias de entornos informáticos que se aproximen mejor al entorno particular para el cual se solicita soporte. Una vez identificada, se envía una instancia de entorno informático a una estación de trabajo de un agente disponible y se genera una sesión de comunicación directa entre el agente y el usuario solicitante. De acuerdo con diversas modalidades, el método puede incluir la generación dinámica de la instancia como una máquina virtual de un servidor en el centro de contacto o, de otra manera, acoplada de forma comunicativa a la estación de trabajo del agente. Alternativamente, el método puede incluir distribuir instancias generadas previamente de una máquina virtual.
CONC2018/0009607A 2017-09-13 2018-09-13 Asignación de un entorno informático dinámico para la interacción de un centro de contactos CO2018009607A1 (es)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US15/703,830 US20190082051A1 (en) 2017-09-13 2017-09-13 Dynamic computing environment allocation for contact center interaction

Publications (1)

Publication Number Publication Date
CO2018009607A1 true CO2018009607A1 (es) 2020-04-01

Family

ID=63678387

Family Applications (1)

Application Number Title Priority Date Filing Date
CONC2018/0009607A CO2018009607A1 (es) 2017-09-13 2018-09-13 Asignación de un entorno informático dinámico para la interacción de un centro de contactos

Country Status (7)

Country Link
US (2) US20190082051A1 (es)
EP (1) EP3457675A1 (es)
CN (1) CN109495536A (es)
CA (1) CA3017052A1 (es)
CO (1) CO2018009607A1 (es)
MX (1) MX2018011014A (es)
PH (1) PH12018000264A1 (es)

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20210334817A1 (en) * 2020-04-28 2021-10-28 The Toronto-Dominion Bank Management of queued appointment workflow using robotic process automation and template-based documents
CN112532419A (zh) * 2020-09-25 2021-03-19 南京大学 一种数据中心多用户混合资源请求的部署方法
US11595526B2 (en) * 2021-02-16 2023-02-28 Avaya Management L.P. Systems and methods of contact center client assignment leveraging quantum computation
US11558508B1 (en) * 2021-06-30 2023-01-17 Jpmorgan Chase Bank, N.A. Method and system for real time reporting of metrics to fungible agents in omnichannel contact center

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050096896A1 (en) * 2003-10-30 2005-05-05 Louis Leclerc Method and apparatus for performing on-screen emulation of a device
US20070174429A1 (en) * 2006-01-24 2007-07-26 Citrix Systems, Inc. Methods and servers for establishing a connection between a client system and a virtual machine hosting a requested computing environment
US20080107256A1 (en) * 2006-11-08 2008-05-08 International Business Machines Corporation Virtual contact center
US8392497B2 (en) * 2009-11-25 2013-03-05 Framehawk, LLC Systems and algorithm for interfacing with a virtualized computing service over a network using a lightweight client
EP2472452A1 (en) * 2010-12-28 2012-07-04 Amadeus S.A.S. Method of providing assistance to the end-user of a software application
WO2014043419A1 (en) * 2012-09-12 2014-03-20 Genesys Telecommunications Laboratories, Inc. System and method for providing dynamic elasticity of contact center resources
US20150310446A1 (en) * 2014-04-28 2015-10-29 Kenneth D. Tuchman Method and System for Providing Support Services Using Interactive Media Documents
US9781268B2 (en) * 2014-05-30 2017-10-03 Avaya Inc. System and method for contact center routing of a customer based on media capabilities
CN105487880A (zh) * 2015-06-25 2016-04-13 哈尔滨安天科技股份有限公司 一种基于业务请求的镜像分发与使用方法及系统

Also Published As

Publication number Publication date
PH12018000264A1 (en) 2019-04-01
US20190082051A1 (en) 2019-03-14
MX2018011014A (es) 2019-06-20
EP3457675A1 (en) 2019-03-20
CN109495536A (zh) 2019-03-19
US20190082052A1 (en) 2019-03-14
CA3017052A1 (en) 2019-03-13

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