63 patents
Utility
System and Method for Identifying and Utilizing Agent Working from Home Impact Score
4 Jan 24
A computerized system and method may analyze data representing remotely connected computer systems, which may be for example used by agents as part of their activity and/or routine within a given system or organization, to assess and/or quantify critical factors that may impact the output and/or efficiency for a given agent or a plurality of agents within the system or organization.
Atish SHARMA, Salil Dhawan, Madhvi Sharma
Filed: 29 Jun 22
Utility
Enabling a mode of interaction to support specially-abled needs of agents, via a web app in a contact center
5 Dec 23
A computerized-method for enabling a mode of interaction to support specially-abled needs of agents, via a web-app, in a contact-center.
Aritra Animesh Dasgupta
Filed: 21 Jan 21
Utility
Systems and methods for coordinating an impromptu voice meeting in an automated call distribution system
5 Dec 23
Systems and methods for coordinating an impromptu voice meeting in an automated call distribution (ACD) system receive a request to initiate the impromptu voice meeting among a team of agent devices; validate the request to initiate the impromptu voice meeting; generate a meeting contact identifier; commence the impromptu voice meeting between an initiator of the request and each of the available agent devices; link a respective state of the initiator of the request and each available agent device among the team of agent devices, to the meeting contact identifier; set a respective state of each unavailable agent device among the team of agent devices to a next state of the meeting contact identifier; and while the impromptu voice meeting is active, adding, by the processor, each respective previously unavailable device to the impromptu voice meeting as it becomes available.
Alex Marmor
Filed: 9 Sep 21
Utility
System and method to conduct staggered maintenance activity based on customer prioritization in a cloud based SaaS platform contact center
28 Nov 23
A computerized-method to conduct a staggered maintenance activity based on tenants' prioritization for tenants of a cloud-based Software as a Service (SaaS) platform contact-center, is provided herein.
Sanketh Shetty, Swati Kadu, Yuvraj Sawant
Filed: 20 Jul 21
Utility
System and Method for Redirecting Inbound-voice-interactions to Digital Channels In a Contact Center
23 Nov 23
A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein.
Salil DHAWAN, Omkar Joglekar, Rahul Vyas
Filed: 2 Apr 23
Utility
System and method for identifying similar queries by a customer on different digital channels in a multichannel contact center
10 Oct 23
A computerized-method for improving queries operation in a multichannel contact center is provided herein.
Rahul Vyas, Salil Dhawan
Filed: 21 Oct 21
Utility
Systems and Methods for Personality Based Routing for Digital Contacts
5 Oct 23
Systems and methods for a computerized-method for personality based routing for digital contacts are provided.
Andrew HICKS
Filed: 30 Mar 22
Utility
Contact center network and method for establishing a communication session in a contact center network
3 Oct 23
A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent.
Anderson Foggiatto, Diego Roberto Vieira Cassiano, Joao Armenio Neto
Filed: 28 Mar 22
Utility
Systems and Methods for Data Synchronization In a Multi-tenant Synchronization System
28 Sep 23
A method and system for data synchronization in a multi-tenant data synchronization system is provided.
Swati Pranay Kadu, Salil Dhawan, Mukesh Kumar Agarwal, Karthik Srinivasan, Akhilesh Suresh Mahajan
Filed: 23 Mar 22
Utility
System and Method for Reducing Wait-time In a Multichannel Contact Center
7 Sep 23
A computerized-method for reducing wait-time in a multichannel-contact-center.
Damian Brhel, Rahul Vyas, Salil Dhawan
Filed: 7 May 23
Utility
System and Method for Determining Applicable Lifecycle Rules In Lifecycle Management Systems
17 Aug 23
A system and method for rule selection may include using one or more processors in a computer server, for a set of rules, each rule having one or more rule criteria, determining for each rule if the result of an interaction between interaction metadata and the one or more rule criteria includes one or more criteria.
Ankita Jhanwar, Darshan Ambhaikar, Nishu Bansal, Piyush Jain, Sarang Panajkar, Seemit Shah
Filed: 15 Feb 22
Utility
System and Method for Determining and Utilizing an Effectiveness of Lifecycle Management for Interactions Storage, In a Contact Center
10 Aug 23
A computenzed-method for determimng and utilizing an effectiveness of lifecycle-management for storage of mteractions-related objects In a computerized system that is comununicating with a multi-tier storage in a cloud-environment having a lifecycle-rules data-storage to store one or more lifecycle-rules operating a Retention Effectiveness Calculation (REC) module The operating of the REC module includes: (i) retrieving all lifecycle-rules from the lifecycle-rules data-storage; (ii) for each lifecycle-rule in the lifecycle rules data-storage calculating a Rule Effectiveness Score (RES) (in) grouping all the calculated RES by media type, (iv) for each media type, calculating an Object Retention Score (ORS) for the media type, (v) dividing an aggregation of the ORS of all media types by a total number of media types to yield a total ORS for a contact-center, and (vi) updating each lifecycle-rule by changmg span of interactions-related-objects in active-storage.
Seemit SHAH
Filed: 17 Apr 23
Utility
Systems and methods for optimal channel selection
1 Aug 23
Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer.
Salil Dhawan, Ashish Seth, Sebastien Roland Mancel, Tushar Deshmukh, Deepak Tiwari, Saiprasad Vyawahare, Omkar Shrihari Joglekar, Mukesh Kumar Agarwal, Rahul Vyas
Filed: 13 Dec 22
Utility
System and Method for Prioritizing Agents for Working from Office In a Hybrid Contact Center Work Environment
13 Jul 23
A computerized-method for prioritizing agents for working-from-office, in a hybrid contact-center work-environment, is provided herein.
Pramod GIRI, Salil Dhawan, Swati Kadu
Filed: 26 Jan 22
Utility
System and method for reducing wait-time in a multichannel contact center
23 May 23
A computerized-method for reducing wait-time in a multichannel-contact-center is provided herein.
Damian Brhel, Rahul Vyas, Salil Dhawan
Filed: 17 Feb 22
Utility
System and method enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory digital-channel type
23 May 23
A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory-digital-channel type.
Kunal Khanvilkar, Rahul Vyas, Salil Dhawan, Sourav Chauhan
Filed: 6 Feb 22
Utility
System and method for maximizing capacity of an agent in a contact center by omni session handling
23 May 23
A computerized-method for operating an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements, to maximize capacity of an agent in a contact center by omni session handling, is provided herein.
Alfred Shane Cordon
Filed: 19 May 21
Utility
Enhancing agent's efficiency in a contact center by using a multi-agent to multi-contact routing orchestration
23 May 23
A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein.
Derick Rodney Walburger
Filed: 9 Dec 21
Utility
System and method for prioritizing tenants for a service for a request router in a cloud-based software as a service (SaaS) platform contact-center
9 May 23
A computerized-method for service monitoring and rate limiting for a service for a request router in a SaaS-platform-contact-center is provided herein.
Harshad Ambekar, Salil Dhawan, Swati Kadu
Filed: 12 Jul 22
Utility
System and method for redirecting inbound-voice-interactions to digital channels in a contact center
9 May 23
A computerized-method for redirecting, inbound-voice-interactions to digital channels in a contact center, is provided herein.
Salil Dhawan, Omkar Joglekar, Rahul Vyas
Filed: 18 May 22