Nice Systems Ltd.

Nice Ltd

Dror Zernik

Moshe Avlagon

Hovav Lapidot

Eshay Livne

Itai Gordon

Omer Geva

Horav Lapidot

The present invention relates to a corporation call center system having real time capabilities, which comprises: (a) storage for at least a portion of the operational database of the corporation; (b) analysis module for analyzing the data of said storage, and forming model tables describing some selling and purchasing pattern of behavior as realized from prior knowledge, and model engine programs for operating with said model tables; (c) model engine programs for: (c.1.) initially, and in real time during a specific interaction with a customer, substituting real values relating to said specific interaction in said model tables, and determining respectively a most valuable parameter for the corporation or a ranking list of most valuable parameters which has to be obtained from said customer, and providing the same to a real time engine for introduction in real time to said customer; and (c.2.) upon receipt of real, value for said most valuable parameter from the customer, determining in real time by using said model tables a most attractive product or a ranking list of most attractive products, and conveying the same to said real time engine for introduction as an offer to said customer; (d) a real time engine for: (d.1.) during said interaction of an agent with a specific customer, receiving from said model engine programs either said most valuable parameter for the corporation or said ranking list of most valuable parameters, and introducing the same as a real time message to the agent for questioning by the agent from the client a real value for the same, and upon receipt of said real value from said agent, conveying it to said model engine programs; (d.2.) receiving from said model engine programs an indication relating to a most attractive product or a ranking list of most attractive products, and initiating in real time a respective message to the agent notifying him to offer the customer one or more of said most attractive products.

Call center analytical system having real time capabilities

A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and an adaptive, self learning module, for: monitoring interactions with customers; upon completion of each interaction, recording a corresponding set of full interaction details, which includes rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and using an adaptive engine, periodically analyzing said sets of recorded full interaction details, and producing one or more modified rules having modified rule, parameters, and enforcing said modified rules over future interactions with customers.

Adaptive, self-learning optimization module for rule-based customer interaction systems

A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

Proactive system and method for monitoring and guidance of call center agent

The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.3) using an adaptive engine, periodically analyzing one or more of said sets of recorded full interaction details, and producing one or more modified rules having modified rule parameters, and enforcing said modified rules over future interactions with customers.

System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.

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Haifa, Israel

Dror Zernik