The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 22, 2022
Filed:
Oct. 10, 2019
Applicant:
Accenture Global Services Limited, Dublin, IE;
Inventors:
Assignee:
Accenture Global Services Limited, Dublin, IE;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/51 (2005.12); G06Q 10/06 (2011.12);
U.S. Cl.
CPC ...
H04M 3/5175 (2012.12); G06Q 10/063 (2012.12);
Abstract
The Next Best Action (NBA) management system and method is a real time decision solution usable in multiple industries, including Telco industry. The NBA system identify offers for call agents to pitch to customers, calculate and allow call center organizations and agents to view performance analytics, including an Inbound Campaign Agent Performance Index (ICAPI) for each agent. The NBA system uses usage oriented key performance indicators (KPIs) and sales oriented KPIs to add a weighted portion of the usage oriented KPIs and the sales oriented KPIs to calculate the ICAPI for each agent.