Call center builder platform

• US 10,015,315 B2
• Filed: 02/13/2017
• Issued: 07/03/2018
• Est. Priority Date: 12/31/2014
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Kumar, Praphul, Konig, Yochai, Bouzid, Ahmed Tewfik, Thakkar, Ashish, Vymenets, Leon
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US15/431,385
• Publication Number:
  US 20170155766A1
• Time in Patent Office: 505 Days
• Field of Search: 37926501, 37926502, 37926503, 37926504, 37926505, 37926506, 37926507, 37926508, 37926509, 3792651, 37926511, 37926512, 37926513, 37926514, 37926601, 37926602, 37926603, 37926604, 37926605, 37926606, 37926607, 37926608, 37926609, 3792661
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/42144 by service provider
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4933 with operator assistance
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.

Claims

1. A computer-implemented method, comprising:

providing, by a processor, a graphical user interface for configuring a contact center, the contact center being associated with a contact center telephone number, an agent pool, and program instructions configured to enable communications between a user device and a communications system over any of a plurality of communications channels, wherein the program instructions specify a multi-step communication flow between the user device and the communications system;

receiving, by the processor, data associated with one or more contact center configuration parameters;

assigning, by the processor, the contact center telephone number to the contact center based on the data;

assigning, by the processor, one or more agents to the agent pool of the contact center based on the data; and

generating, by the processor, a plurality of program instruction pages associated with the program instructions, wherein at least one program instruction page of the plurality of program instruction pages is configured to enable communication between a caller of a user device and one of the one or more agents assigned to the agent pool, and wherein at least one other program instruction page of the plurality of program instruction pages is configured to enable communication between the caller of the user device and an interactive voice response (IVR) system without using the one or more agents assigned to the agent pool.

2. The method of claim 1, wherein assigning the contact center telephone number to the contact center comprises:

selecting, by the processor, from among multiple telephone numbers provided by multiple telephone carriers, one or more candidate telephone numbers;

transmitting, by the processor, instructions that, when executed by the processor, provide a graphic user interface for selecting one of the one or more candidate telephone numbers;

receiving, by the processor, data representing a selection of a particular telephone number of the one or more candidate telephone numbers; and

in response to receiving the data representing the selection of the particular telephone number, assigning, by the processor, the particular telephone number to the contact center as the contact center telephone number.

3. The method of claim 1, wherein assigning one or more agents to the agent pool comprises:

transmitting, by the processor, instructions that, when executed by the processor, provide a graphic user interface for configuring the agent pool;

receiving, by the processor, data corresponding to a configuration of the one or more agents and one or more respective skills associated with each agent; and

in response to receiving the data corresponding to the configuration of the one or more agents and the one or more respective skills associated with each agent, assigning, by the processor, the one or more agents and the one or more respective skills associated with each agent to the agent pool.

4. The method of claim 1, wherein generating multiple program instruction pages associated with the program instructions comprises:

identifying a task to be handled by the communications system without the one or more agents assigned to of the agent pool; and

in response to identifying the task, generating the at least one other program instruction page.

5. The method of claim 1, further comprising:

identifying an attribute of the contact center based on the data;

determining that one or more other contact centers share the attribute; and

making a recommendation for configuring the contact center based on the identified attribute.

6. The method of claim 5, further comprising:

in response to determining that one or more other contact centers share the attribute, identifying one or more tasks handled by the one or more other contact centers;

presenting the one or more tasks for being handled by the IVR system.

7. The method of claim 5, wherein the attribute includes a name of the contact center, an industry of the contact center, or a task performed by the contact center.

8. The method of claim 5, wherein identifying the attribute of the contact center comprises inferring the attribute of the contact center based on the data.

9. The method of claim 1, comprising:

receiving interaction data representing historical user interactions;

extracting one or more tasks using the interaction data; and

presenting the one or more tasks for being handled by the IVR system.

10. The method of claim 9, wherein extracting one or more tasks using the interaction data comprises:

generating fragments of the interaction data;

grouping the fragments of the interaction data into one or more clusters; and

classifying each of the one or more clusters with a respective task.

11. The method of claim 9, wherein the interaction data includes speech data or text data transcribed from the speech data.

12. The method of claim 1, further comprising generating an interaction flow document, the interaction flow document including code for the program instructions specifying the multi-step communication flow.

13. The method of claim 12, wherein the code of the interaction flow document includes Extensible Markup Language (XML) scripts that correspond to the at least one program instruction page.

14. The method of claim 1, wherein the plurality of communications channels further include at least one of a short message service (SMS) channel, a chat channel, and an email channel.

15. A computer-implemented system comprising:

one or more processors; and

one or more non-transitory computer-readable storage devices storing instructions that when executed by the one or more processors cause the one or more processors to respectively perform operations comprising;

providing a graphical user interface for configuring a contact center, the contact center being associated with a contact center telephone number, an agent pool, and program instructions configured to enable communications between a user device and a communications system over any of a plurality of communications channels, wherein the program instructions specify a multi-step communication flow between the user device and the communications system;

receiving data associated with one or more contact center configuration parameters;

assigning the contact center telephone number to the contact center based on the data;

assigning one or more agents to the agent pool of the contact center based on the data; and

generating, by the processor, a plurality of program instruction pages associated with the program instructions, wherein at least one program instruction page of the a plurality of program instruction pages is configured to enable communication between a caller of a user device and one of the one or more agents assigned to the agent pool, and wherein at least one other program instruction page of the plurality of program instruction pages is configured to enable communication between the caller of the user device and an interactive voice response (IVR) system without using the one or more agents assigned to the agent pool.

16. The system of claim 15, wherein the instructions that cause the one or more processors to perform operations including assigning the contact center telephone number to the contact center comprises instructions that cause the one or more processors to respectively perform operations including:

selecting, from among multiple telephone numbers provided by multiple telephone carriers, one or more candidate telephone numbers;

transmitting instructions that, when executed, provide a graphic user interface for selecting one of the one or more candidate telephone numbers;

receiving data representing a selection of a particular telephone number of the one or more candidate telephone numbers; and

in response to receiving the data representing the selection of the particular telephone number, assigning the particular telephone number to the contact center as the contact center telephone number.

17. The system of claim 15, wherein the instructions that cause the one or more processors to perform operations including assigning one or more agents to the agent pool comprises instructions that cause the one or more processors to respectively perform operations including:

transmitting instructions that, when executed, provide a graphic user interface for configuring the agent pool;

receiving data corresponding to a configuration of the one or more agents and one or more respective skills associated with each agent; and

in response to receiving the data corresponding to the configuration of the one or more agents and the one or more respective skills associated with each agent, assigning the one or more agents and the one or more respective skills associated with each agent to the agent pool.

18. A contact center builder computing system comprising:

a contact center builder interface configured to;

transmit a graphical user interface for configuring a contact center, the contact center being associated with a contact center telephone number, an agent pool, and program instructions configured to enable communications between a user device and a communications system over any of a plurality of communications channels wherein the program instructions specify a multi-step communication flow between the user device and the communications system; and

receive data associated with one or more contact center configuration parameters;

a telephone number configuration system configured to assign the contact center telephone number to the contact center based on the data;

an agent configuration system configured to assign one or more agents to the agent pool of the contact center based on the data; and

an application configuration system including at least one processor configured to;

generate a plurality of program instruction pages associated with the program instructions, wherein at least one program instruction page of the plurality of program instruction pages is configured to enable communication between a caller of a user device and one of the one or more agents assigned to the agent pool, and wherein at least one other program instruction page of the plurality of program instruction pages is configured to enable communication between the caller of the user device and an interactive voice response (IVR) system without using the one or more agents assigned to the agent pool.

19. The contact center builder system of claim 18, wherein assigning the contact center telephone number to the contact center comprises:

selecting, from among multiple telephone numbers provided by multiple telephone carriers, one or more candidate telephone numbers;

transmitting instructions that, when executed, provide a graphic user interface for selecting one of the one or more candidate telephone numbers;

receiving data representing a selection of a particular telephone number of the one or more candidate telephone numbers; and

in response to receiving the data representing the selection of the particular telephone number, assigning the particular telephone number to the contact center as the contact center telephone number.

20. The contact center builder system of claim 18, wherein assigning one or more agents to the agent pool comprises:

transmitting instructions that, when executed, provide a graphic user interface for configuring the agent pool;

receiving data corresponding to a configuration of the one or more agents and one or more respective skills associated with each agent; and

in response to receiving the data corresponding to the configuration of the one or more agents and the one or more respective skills associated with each agent, assigning the one or more agents and the one or more respective skills associated with each agent to the agent pool.