EP3123413A4 - System und verfahren zur vorhersage von kontaktzentrumsverhalten - Google Patents

System und verfahren zur vorhersage von kontaktzentrumsverhalten Download PDF

Info

Publication number
EP3123413A4
EP3123413A4 EP14887258.3A EP14887258A EP3123413A4 EP 3123413 A4 EP3123413 A4 EP 3123413A4 EP 14887258 A EP14887258 A EP 14887258A EP 3123413 A4 EP3123413 A4 EP 3123413A4
Authority
EP
European Patent Office
Prior art keywords
contact center
center behavior
predicting contact
predicting
behavior
Prior art date
Legal status (The legal status 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 status listed.)
Withdrawn
Application number
EP14887258.3A
Other languages
English (en)
French (fr)
Other versions
EP3123413A1 (de
Inventor
Andy Raphael GOUW
Bayu Aji WICAKSONO
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Interactive Intelligence Group Inc
Original Assignee
Interactive Intelligence Group Inc
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 Interactive Intelligence Group Inc filed Critical Interactive Intelligence Group Inc
Priority to EP19210030.3A priority Critical patent/EP3629260A3/de
Publication of EP3123413A1 publication Critical patent/EP3123413A1/de
Publication of EP3123413A4 publication Critical patent/EP3123413A4/de
Withdrawn legal-status Critical Current

Links

Classifications

    • 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
    • G06Q10/04—Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem"
    • 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
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0637—Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
    • G06Q10/06375—Prediction of business process outcome or impact based on a proposed change
    • 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
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/067—Enterprise or organisation modelling

Landscapes

  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Operations Research (AREA)
  • Physics & Mathematics (AREA)
  • Game Theory and Decision Science (AREA)
  • Marketing (AREA)
  • Development Economics (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Educational Administration (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Testing And Monitoring For Control Systems (AREA)
EP14887258.3A 2014-03-25 2014-03-25 System und verfahren zur vorhersage von kontaktzentrumsverhalten Withdrawn EP3123413A4 (de)

Priority Applications (1)

Application Number Priority Date Filing Date Title
EP19210030.3A EP3629260A3 (de) 2014-03-25 2014-03-25 System und verfahren zur vorhersage von kontaktzentrumsverhalten

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/US2014/031685 WO2015147798A1 (en) 2014-03-25 2014-03-25 System and method for predicting contact center behavior

Related Child Applications (1)

Application Number Title Priority Date Filing Date
EP19210030.3A Division EP3629260A3 (de) 2014-03-25 2014-03-25 System und verfahren zur vorhersage von kontaktzentrumsverhalten

Publications (2)

Publication Number Publication Date
EP3123413A1 EP3123413A1 (de) 2017-02-01
EP3123413A4 true EP3123413A4 (de) 2017-10-04

Family

ID=54196120

Family Applications (2)

Application Number Title Priority Date Filing Date
EP14887258.3A Withdrawn EP3123413A4 (de) 2014-03-25 2014-03-25 System und verfahren zur vorhersage von kontaktzentrumsverhalten
EP19210030.3A Withdrawn EP3629260A3 (de) 2014-03-25 2014-03-25 System und verfahren zur vorhersage von kontaktzentrumsverhalten

Family Applications After (1)

Application Number Title Priority Date Filing Date
EP19210030.3A Withdrawn EP3629260A3 (de) 2014-03-25 2014-03-25 System und verfahren zur vorhersage von kontaktzentrumsverhalten

Country Status (7)

Country Link
EP (2) EP3123413A4 (de)
JP (1) JP6495938B2 (de)
AU (1) AU2014388386A1 (de)
BR (1) BR112016021995A2 (de)
CA (1) CA2943160C (de)
WO (1) WO2015147798A1 (de)
ZA (1) ZA201606452B (de)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10298756B2 (en) 2014-03-25 2019-05-21 Interactive Intelligence, Inc. System and method for predicting contact center behavior
EP3337419B1 (de) 2015-08-19 2020-08-12 Brainlab AG Halter für referenzanordnung

Family Cites Families (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5390243A (en) * 1993-11-01 1995-02-14 At&T Corp. Telemarketing complex with automatic threshold levels
JP4320491B2 (ja) * 1999-11-18 2009-08-26 ソニー株式会社 文書処理システム、端末装置、文書提供装置、文書処理方法、記録媒体
GB2391984A (en) * 2001-05-17 2004-02-18 Bay Bridge Decision Technologi System and method for generating forecasts and analysis of contact center behaviour for planning purposes
US8612272B1 (en) * 2006-06-05 2013-12-17 Turgut Aykin System and method for skills-based staffing and scheduling
US7464294B2 (en) * 2004-09-20 2008-12-09 International Business Machines Corporation Monitoring method with trusted corrective actions
US7970118B2 (en) * 2006-02-22 2011-06-28 Accenture Global Services Limited User-defined priority call router
US7415385B2 (en) * 2006-11-29 2008-08-19 Mitsubishi Electric Research Laboratories, Inc. System and method for measuring performances of surveillance systems
JP4928966B2 (ja) * 2007-01-31 2012-05-09 ピーアンドダブリューソリューションズ株式会社 オペレータの必要人数を算出する方法、装置、およびプログラム
JP5258230B2 (ja) * 2007-08-28 2013-08-07 セイコーインスツル株式会社 半導体装置の製造方法
US8285283B2 (en) * 2007-12-13 2012-10-09 Qualcomm Incorporated Methods and apparatus for making a handoff determination as a function of service level indicating metrics
JP5181906B2 (ja) * 2008-07-31 2013-04-10 セイコーエプソン株式会社 応答数算出装置、応答数算出方法および応答数算出プログラム
US8738623B2 (en) * 2010-05-21 2014-05-27 Benjamin Henry Woodard Global reverse lookup public opinion directory
US8582752B1 (en) * 2010-12-23 2013-11-12 Five9, Inc. System and method for optimal outbound dialing in virtual contact center

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
No further relevant documents disclosed *

Also Published As

Publication number Publication date
BR112016021995A2 (pt) 2017-08-15
EP3629260A2 (de) 2020-04-01
EP3629260A3 (de) 2020-04-15
JP2017516344A (ja) 2017-06-15
JP6495938B2 (ja) 2019-04-03
WO2015147798A1 (en) 2015-10-01
CA2943160A1 (en) 2015-10-01
CA2943160C (en) 2022-05-31
AU2014388386A1 (en) 2016-10-06
ZA201606452B (en) 2018-05-30
EP3123413A1 (de) 2017-02-01

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