Interaction-management methods and platform for client-agent interaction-related environments

• US 20080313090A1
• Filed: 06/18/2007
• Published: 12/18/2008
• Est. Priority Date: 06/18/2007
• Status: Abandoned Application

• Current Assignee: Nice Systems Limited (Nice Ltd)
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Grushka, Itay, Hoffman, Dvir, Portman, Leonid, Ephrat, Ronit, Hayner, Omri, Liberman Ben-Ami, Hadas
• Application Number:
  US11/812,280
• Publication Number:
  US 20080313090A1
• Time in Patent Office: Days
• US Class Current: 705/80
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 50/188 Electronic negotiation
• CPC Class Codes: H04L 63/20 for managing network security; network security policies in general filtering policies H04L63/0227

Abstract

A platform for enabling collaboration of components of a distributed interaction-related loosely-coupled system, and a method thereof are provided. The platform includes a communication medium and interaction-related business services capable of communicating via the communication medium using an interaction management protocol. The platform further includes one or more business process management services to create one or more business flows that utilize one or more of said business services

Claims

1. A method for employing business flows in a contact center, the method comprising:

creating a business flow that utilizes one or more interaction-related autonomous business services, the business services communicate over a communication medium using an interaction management protocol; and

executing the business flow using the interaction management protocol.

2. The method of claim 1, wherein the interaction-related business services are to handle client-agent interactions.

3. The method of claim 1, wherein creating the business flow comprises utilizing two or more of the business services.

4. The method of claim 1, wherein creating the business flow comprises utilizing at least one of recording service, work force management service, performance management service, quality management service or content analysis service.

5. The method of claim 1, wherein the business flow comprises:

evaluating recorded client-agent interaction session of an agent using the quality management service; and

scheduling a meeting for the agent with a supervisor using the work force management service, if a predetermined condition is met.

6. The method of claim 1, wherein the business flow comprises:

recording client-agent interaction sessions using the recording service upon detection of high volumes of the client-agent interaction sessions by the work force management service;

automatically issuing an analysis report using an analysis service based on the recorded client-agent interaction sessions; and

automatically sending the analysis report to a call center manager using the mailing service.

7. The method of claim 1, wherein the business flow comprises:

automatically sending a query to a recording service requesting recorded client-agent interaction session for a particular client upon receiving a notification from an enterprise resource planning service that the particular client was refunded;

automatically issuing an analysis report using an analysis service based on the recorded client-agent inter action sessions; and

automatically sending the analysis report to a call center manager using the mailing service.

8. The method of claim 1, wherein creating the business flow enables automatic scheduling of a meeting between an agent and a supervisor upon receiving a notification that an evaluation of a client-agent interaction session of the agent was performed.

9. The method of claim 1, wherein creating the business flow enables automatic issuance and distribution of an analysis report associated with client-agent interaction sessions of a particular client upon receiving a notification that the client was refunded.

10. The method of claim 1, wherein creating the business flow enables automatic issuance and distribution of an analysis report upon detection of a high volume of client-agent interaction sessions above a predefined threshold.

11. A platform for enabling collaboration of components of a distributed interaction-related loosely-coupled system in a contact center environment, the platform comprising:

a communication medium;

one or more interaction-related autonomous business services capable of communicating via the communication medium using an interaction management protocol; and

one or more business process management services to create one or more business flows that utilize one or more of the business services.

12. The platform of claim 11, wherein at least one business flow is a predefined business flow.

13. The platform of claim 11, wherein the interaction-related business services are to handle client-agent interactions.

14. The platform of claim 11, wherein the interaction-related business services are to handle internal interactions of personnel of the contact center.

15. The platform of claim 11, wherein the interaction-related business services are recording service, work force management service, performance management service, quality management service or content analysis service.

16. The platform of claim 11, wherein the business flows are initiated by an operator.

17. The platform of claim 11, wherein the business flows are initiated periodically.

18. The platform of claim 11, wherein said business flows are initiated by the business services.

19. The platform of claim 11, wherein the business flows are defined by an operator.

20. The platform of claim 11, further comprising shared data storage coupled to the communication medium.

21. The platform of claim 11, where the platform is arranged in a service oriented architecture.

22. The platform of claim 11, wherein at least one of the business flows is customized according to system requirements.