138 patents
Utility
Estimating a Customer Lifetime Value Based on a Churn Model
18 Jan 24
A method of determining a customer lifetime value (CLV) associated with a customer identifier (CID) is provided.
Vadim PLINER
Filed: 14 Jul 23
Utility
Techniques for benchmarking pairing strategies in a contact center system
16 Jan 24
There are provided a method, a system configured to perform the method, and a computer program product comprising instructions which when executed by processing circuitry of the system cause the system to perform the method.
Zia Chishti
Filed: 20 May 22
Utility
Matching using agent/caller sensitivity to performance
2 Jan 24
A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
Ittai Kan, Zia Chishti, Akbar A. Merchant
Filed: 10 Jan 22
Utility
Contact center system
28 Nov 23
A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent.
Ittai Kan, Ain Chishty, Blake Jay Riley, Zia Chishti
Filed: 22 Jun 22
Utility
Techniques for Data Matching In a Contact Center System
9 Nov 23
Techniques for data matching in a contact center system are disclosed.
Zia CHISHTI
Filed: 13 Jul 23
Utility
Techniques for Decisioning Behavioral Pairing In a Task Assignment System
5 Oct 23
Techniques for decisioning behavioral pairing in a task assignment system are disclosed.
Caroline O'BRIEN, Julian LOPEZ-PORTILLO, Karl GARBACIK, Ittai KAN
Filed: 6 Jun 23
Utility
Techniques for pairing contacts and agents in a contact center system
3 Oct 23
Techniques for pairing contacts and agents in a contact center system are disclosed.
Vikash Khatri
Filed: 7 Jul 22
Utility
Techniques for Benchmarking Performance In a Contact Center System
7 Sep 23
Techniques for benchmarking performance in a contact center system are disclosed.
Zia CHISHTI
Filed: 15 May 23
Utility
Techniques for Sharing Control of Assigning Tasks Between an External Pairing System and a Task Assignment System with an Internal Pairing System
31 Aug 23
Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed.
Ain CHISHTY, Hassan AFZAL
Filed: 4 May 23
Utility
Techniques for decisioning behavioral pairing in a task assignment system
22 Aug 23
Techniques for decisioning behavioral pairing in a task assignment system are disclosed.
Caroline O'Brien, Julian Lopez-Portillo, Karl Garbacik, Ittai Kan
Filed: 3 Nov 21
Utility
Techniques for benchmarking performance in a contact center system
4 Jul 23
Techniques for benchmarking performance in a contact center system are disclosed.
Zia Chishti
Filed: 16 May 22
Utility
Techniques for Behavioral Pairing In a Task Assignment System
29 Jun 23
Techniques for behavioral pairing in a task assignment system are disclosed.
Vikash KHATRI, Zia CHISHTI, Jason DELKER
Filed: 22 Feb 23
Utility
Techniques for behavioral pairing in a contact center system
9 May 23
Techniques for behavioral pairing in a contact center system are disclosed.
Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
Filed: 30 Nov 21
Utility
Techniques for behavioral pairing in a task assignment system
21 Mar 23
Techniques for behavioral pairing in a task assignment system are described.
Vikash Khatri, Zia Chishti, Jason Delker
Filed: 29 Jan 21
Utility
Techniques for workforce management in a contact center system
28 Feb 23
Techniques for workforce management in a contact center system are disclosed.
Zia Chishti, Ittai Kan, Ain Chishty, Blake Jay Riley
Filed: 3 Mar 21
Utility
Techniques for Pairing Contacts and Agents In a Contact Center System
29 Dec 22
Techniques for pairing contacts and agents in a contact center system are disclosed.
Vikash KHATRI
Filed: 7 Jul 22
Utility
Techniques for hybrid behavioral pairing in a contact center system
22 Nov 22
Techniques for hybrid behavioral pairing in a contact center system are disclosed.
Zia Chishti, Vikash Khatri
Filed: 18 Aug 20
Utility
Contact Center System
13 Oct 22
A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent.
Ittai KAN, Ain CHISHTY, Blake Jay RILEY, Zia CHISHTI
Filed: 22 Jun 22
Utility
Techniques for benchmarking pairing strategies in a task assignment system
11 Oct 22
Techniques for benchmarking pairing strategies in a task assignment system are disclosed.
Zia Chishti, David Zachary Hudson, Phil Davis, Akbar A. Merchant, Ittai Kan
Filed: 17 Dec 19
Utility
Techniques for behavioral pairing in a contact center system
11 Oct 22
Techniques for behavioral pairing in a contact center system are disclosed.
Zia Chishti
Filed: 21 Jan 21