Newvoicemedia Limited

Vonage Business Limited

Alan McCord

Ashley Unitt

Brian R Galvin

Andrew Carson

Jonathan Kershaw

Selma Ardelean

Mark Fellowes

A system and method for improved categorization and sentiment analysis which is fed textual data such as transcriptions or collated data from a network enabled service, or some other source, which then segments textual data into chunks, parses the data chunks, and analyzes it using a plurality of techniques and metadata gathering methods to determine the sentiment of participating individuals concerning entities mentioned in the textual data and to categorize the discussions, for the purpose of taking actions to improve business outcomes.

System and method for text categorization and sentiment analysis

A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.

System and method for intelligent sales engagement

A system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction.

System and method for an optimized, self-learning and self-organizing contact center

A system and method for customer interaction and experience enhancement which automatically gathers direct and indirect customer communications about products and services, converts them to text where necessary, and analyzes the communications for sentiment and emotional content, and scores and displays the information in a manner conducive to making business decisions based on the customer sentiment and emotion, such as making changes to products or services, troubleshooting customer service interactions, and better marketing.

Customer interaction and experience system using emotional-semantic computing

A system for using conversational similarity for dimension reduction in deep analytics, comprising a self-learning interaction optimizer that receives string-based data from a contact center and analyzes it to produce a plurality of information similarity vectors, provides the vectors to a neural network and receives output vectors from the neural network, and produces context data from the output vectors and associates the context data with the original string-based data.

System and methods for using conversational similarity for dimension reduction in deep analytics

A system for optimized routing of interactions, comprising media servers, a statistics server, a routing database, and a routing server. Upon receiving or initiating an interaction, a media server sends a route request message to the routing server, the statistics server receives event notifications from the media servers and computes one or more statistics, and the routing server executes, using statistical data from the statistics server and data from the routing database, a routing script comprising a constraint-based optimization process in response to the route request message.

Distributed constraint-based optimized routing of interactions

A system for optimized and distributed routing of interactions, comprising a plurality of media servers operating adapted to handle interactions of one or more specific media types, a statistics server, a routing database, and a routing server. Upon receiving or initiating an interaction of a specific media type, a first media server from the media servers sends a route request message comprising at least an interaction identifier and a collection of interaction-specific data to the routing server, the statistics server receives event notifications from the media servers and computes one or more statistics, and the routing server executes, using statistical data from the statistics server and data from the routing database, a routing script comprising a constraint-based optimization process in response to the route request message and sends a response to the first media server directing it to route the interaction to a specific target resource.

Growing community of inventors

Frisco, TX, United States of America

Alan McCord