SYSTEM AND METHOD FOR ASSISTING AN AGENT IN A CONTACT CENTER

• US 20120224020A1
• Filed: 03/01/2011
• Published: 09/06/2012
• Est. Priority Date: 03/01/2011
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: PORTMAN, Leon, GEFFEN, David, DORON, Nadav, GRUSHKA, Itay
• Granted Patent: US 8,531,501 B2
• Time in Patent Office: Days
• US Class Current: 348/14.02
• CPC Class Codes: H04L 65/1073 Registration or de-registration
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/5133 Operator terminal details

Abstract

Embodiments of the invention are directed to a system and method for assisting a service representative an enterprise. A device operated by an agent and a mobile communication device operated by an expert may be associated by a registration at a server. An indication of required assistance may be provided to the mobile communication device. The mobile communication device may included in a session already including a device operated by the agent and a device operated by a customer.

Claims

1. A method of assisting a service representative in an enterprise, the method comprising:

associating a device operated by the service representative and a mobile communication device operated by an expert by a registration at a server;

receiving at the server an indication that the service representative requires assistance;

based on the association, providing a corresponding indication to the mobile communication device;

including the mobile communication device in a session, said session including said device operated by the service representative and a device operated by a customer;

causing at least some of the content displayed on the device operated by the service representative to be displayed on a display of the mobile communication device operated by the expert; and

providing from a storage system to the mobile communication device information related to the session to be displayed on the mobile communication device.

2. The method of claim 1, comprising enabling the expert to graphically interact with said device operated by the service representative.

3. The method of claim 1, comprising providing a recorded portion of the session at the mobile communication device.

4. The method of claim 1, comprising associating the device operated by the service representative and the mobile communication device by a registration at a telephony system and wherein including the mobile communication device in a session comprises including the mobile communication device in a telephone call.

5. The method of claim 1, comprising displaying status information related to at least one service representative on the mobile communication device and including the mobile communication device in a session based on a selection of the expert.

6. The method of claim 1, comprising sending an indication that the service representative requires assistance to the server based on an action of the service representative.

7. The method of claim 1, comprising sending an indication that the service representative requires assistance to the server based on a rule.

8. The method of claim 7, wherein the rule is related to at least one of:

a call duration, a probability of a successful completion of a call, content communicated over a session, a service representative, a customer, a product and a service.

9. The method of claim 1, comprising displaying, on the mobile communication device, key performance indicator (KPI) parameters related to at least one of:

the session, the service representative and the customer.

10. The method of claim 1, comprising displaying, on the mobile communication, at least one of:

a call duration, a call status, a probability of a successful completion of a call, a parameter related to the service representative and a reason for a request of assistance.

11. The method of claim 1, comprising establishing a voice conference call including the customer, the service representative and the expert.

12. The method of claim 11, wherein only the service representative can hear the expert.

13. The method of claim 1, comprising establishing a video conference including the customer, the service representative and the expert.

14. The method of claim 1, comprising obtaining from a server information related to the session and displaying the information on the mobile communication device.

15. A system for assisting a service representative in an enterprise, comprising:

a first module installed in a device operated by a service representative, the first module configured to generate a request for assistance;

a second module installed in a mobile communication device operated by an expert, the second module configured to;

receive the request;

include the mobile communication device in a session, the session including said device operated by the service representative and a device operated by a customer;

display at least some of the content displayed on said device operated by the service representative on a display of the mobile communication device;

obtain from a storage system information related to the session; and

display the information on the mobile communication device.

16. The system of claim 15, comprising a server to associate the device operated by the service representative and the mobile communication device based on a registration of the device operated by the service representative and the mobile communication device.

17. The system of claim 16, wherein the server is to receive the indication from the device operated by the service representative and to communicate an indication of required assistance to the mobile communication device.

18. The system of claim 15, wherein the second module is configured to display on the mobile communication device key performance indicator (KPI) parameters related to at least one of:

the session, the service representative and the customer.

19. The system of claim 15, wherein generating the indication is based on a rule.

20. The system of claim 15, wherein the second module is configured to enable the expert to graphically interact with a device operated by the service representative.