Avaya Inc.

Avaya Technology LLC

Sarah Hildebrandt Kiefhaber

Joylee E Kohler

Rodney Allen Thomson

Katherine Anthony Sobus

Henry R Paddock

Kenneth R Hackbarth

Deborah Hill

Murray Jenson

Andrew Derek Flockhart

Frank J Bogart

Douglas W Swartz

Robin Donald Taylor

Robert Snyder

Thomas L Hemm

Gary Olmsted

David Zanoni

Gary S King

Camille Gabriel

Rebecca Kay Phelps

Jill B Ziobro

Katherine A Sobus

A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

Premises enabled mobile kiosk, using customers' mobile communication device

A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.

Contact center service monitoring and correcting

A contact center is provided that includes a plurality of agents for servicing incoming contacts and an a performance analysis module that compares a proposed contact center configuration and/or change in secondary contact center performance parameter against a set of contact center templates, the contact center templates defining a historical contact center configuration as of respective points in time and, based on the results of this operation, predicts an impact on a primary contact center performance parameter if the proposed contact center configuration and/or change in secondary performance parameter were to be implemented.

Contact center performance prediction

Systems and methods for identifying related contacts in a contact center are provided. In particular, contacts that are initiated by an agent or other resource after an earlier contact has been placed on hold or while the agent or resource is in an after-contact work state are determined to be associated with the earlier contact. Accordingly, associations within contacts can be identified and recorded. Furthermore, the identification of associations between contacts can be performed without requiring explicit recognition of relationships between the content of different contacts, and without relying on an agent to make accurate reports regarding relationships between contacts.

Method and apparatus for identifying related contacts

The present invention is directed to a contact centercomprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact centerand (b) a contact selectoroperable to select a resource of the contact centerto service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.

Using true value in routing work items to resources

The present invention is directed to a contact center that includes a switching fabricoperable to configure a communication session between a first customer and a first resourcefor servicing of a first contact by the first resource and a contact tracking agentoperable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.

Data model of participation in multi-channel and multi-party contacts

Multi-service request within a contact center

The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.

Contact center and method for tracking and acting on one and done customer contacts

The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agentoperable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.

Multi-tasking tracking agent

The architecture of a multimedia customer care center () is divided into three separate application layers: a contact layer (), a communications layer () and a business layer (). The contact layer comprises media-specific handlers () that manage their media-specific resources, connect customer contacts to resources () and report events, including status to the communications layer. The communication includes media-independent software () that manages shared resources, that tracks, accumulates, and reports events reported by the contact layer, and that directs handling of events by the contact layer according to business information. The business layer includes software () that provides an interface to the customer contact center for the business that is served by the center. It manages business services by supplying business information that defines the services and business goals to the communications layer, and generates reports from information accumulated by the communications layer. It effects scheduling and adherence tracking of resources. It also provides workflow control capability or interfaces to pre-existing workflow systems.

Growing community of inventors

Longmont, CO, United States of America

Sarah Hildebrandt Kiefhaber