Noble Systems Corporation

Jason S Conner

Jason P Ouimette

Deborah L Nilsen

Karl H Koster

Charles S Mathis

Christopher S Haggerty

A secure payment agent assist ('SPAA') feature provides assistance to a contact center agent during a transaction involving sensitive information, where the sensitive information provided by the remote party is maintained in secure manner, so that the agent is not exposed to it. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a 'recollect' and &#x201c;cancel&#x201d; function during the transaction. The pop-up window also provides information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (&#x201c;IVR&#x201d;) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.

Providing improved contact center agent assistance during a secure transaction involving an interactive voice response unit

An enhanced abandoned call recovery ('E-ACR') process allows certain abandoned calls to be eligible for a callback call. An E-ACR assignment point defines which abandoned calls in an inbound campaign or interactive voice response ('IVR') menu are eligible to be processed to determine whether the E-ACR callback should occur. The determination of whether a callback occurs involves various compliance tests, such as ensuring calling window, call attempts, and other regulatory concerns are addressed. Once a callback is determined to occur, it is associated with a specific campaign to ensure the called party is provided with agents having the skill set as defined for that assignment point. In this manner, only eligible callers receive an E-ACR callback, and further receive the callback in a compliant manner and handled by the same skill set of agents as would have been allocated to the caller had they not abandoned their call.

Enhanced abandoned call recovery for a contact center

Various processes are defined associated with customer-initiated text messages to a contact center to delineate various sessions between the customer and an agent. The sessions are defined in part using various timers, including a customer response timer that is stopped upon receipt of a customer text and started typically started when the agent response is sent. The session is initiated upon the initial customer text and the expiry of the customer response timer defines the end of a particular session with the customer. Various data structures are created or updated upon the beginning of a session, including tables which may define which sessions a customer previously had and the messages associated with each session. The agent may be able to review prior sessions for a given customer and can review the specific messages of a prior session.

Session oriented enhancements for text-based communications in a contact center

A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface ('GUI') to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

Communication management system for supporting multiple agent communications sessions in a contact center

A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface ('GUI') to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session identifier, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

Graphical user interface for managing multiple agent communication sessions in a contact center

Various embodiments of the invention provide methods, systems, and computer program products for conducting analytics on a communication so that search terms and corresponding synonyms can be considered in a context. A user identifies search terms and synonyms for the terms are provided. The user selects one or more of the synonyms and a topic model is applied to the search terms and selected synonyms to identify topics. The user selects a topic and communications associated with the topic are identified. The words articulated during the communications are then analyzed to identify occurrences where the search terms and synonyms were articulated during the communications. A GUI is displayed representing one of the communications with a plurality of icons, each icon representing one of the occurrences. Accordingly, the user may select a particular icon and a portion of the communication containing the corresponding occurrence is played and/or displayed for the user.

Using semantically related search terms for speech and text analytics

A secure payment agent assist ('SPAA') feature provides assistance to a contact center agent during a payment transaction, where payment information provided by the remote party is maintained in secure manner, so that the agent is not exposed to the payment information. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a 'recollect' and &#x201c;cancel&#x201d; function during the transaction. The pop-up window also provide information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (&#x201c;IVR&#x201d;) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.

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Stockbridge, GA, United States of America

Jason S Conner