Call center builder platform

• US 9,571,636 B2
• Filed: 12/31/2014
• Issued: 02/14/2017
• 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:
  US14/587,249
• Publication Number:
  US 20160191705A1
• Time in Patent Office: 776 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/265.12, 379/265.13, 379/265.14, 379/266.01, 379/26, 379/6.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.08, 379/266.09, 379/266.1
• US Class Current: 1/1
• 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:

transmitting, from a contact center builder system to a content provider system of a content provider, instructions that, when executed, provide a graphic user interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site, the interaction site enabling communications between a user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel, wherein the interaction site specifies a multi-step communication flow between the user device and the communications system, and wherein the multi-step communication flow is determined based on multiple interaction pages configurable by a developer of the content provider system;

receiving, at the contact center builder system and from the content provider system, data associated with one or more configuration parameters of the contact center;

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;

determining that the data includes a task to be handled by the communications system without using an agent from among the one or more agents of the agent pool; and

in response to determining that the data includes the task to be handled by the communications system without using the agent of the agent pool, generating multiple interaction pages for the interaction site, wherein at least one interaction page of the multiple interaction pages enables a first caller to communicate with the communications system to reach the agent of the agent pool, and wherein at least one other interaction page of the multiple interaction pages enables a second caller to communicate with the communications system to complete the task using the IVR channel without using the agent of the agent pool.

2. The method of claim 1, 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, from the contact center builder system to the content provider system, instructions that, when executed, provide a graphic user interface for selecting one of the one or more candidate telephone numbers;

receiving, at the contact center builder system and from the content provider system, 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.

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

transmitting, from the contact center builder system to the content provider system, instructions that, when executed, provide a graphic user interface for configuring the agent pool;

receiving, at the contact center builder system and from the content provider system, 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.

4. The method of claim 1, wherein generating multiple interaction pages for the interaction site comprises:

determining that an interaction page of another interaction site is configured to handle the task without an agent; and

in response to determining that the interaction page of another interaction site is configured to handle the task without an agent, generating an interaction page configured to handle the task without an agent based on the interaction page of another interaction site.

5. The method of claim 1, further comprising:

identifying an attribute of the content provider based on the data; and

determining that one or more other content providers share the attribute.

6. The method of claim 5, further comprising:

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

presenting the one or more tasks to the content provider system.

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

8. The method of claim 5, wherein identifying the attribute of the content provider comprises inferring the attribute of the content provider 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;

to the content provider 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 interaction site specifying the multi-step communication flow.

13. The method of claim 12, wherein the code of the interaction flow document includes XML scripts that correspond to the interaction pages of the interaction site.

14. The method of claim 1, wherein the multiple communications channels further include at least one of a 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 perform operations comprising;

transmitting, to a content provider system of a content provider, instructions that, when executed, provide a graphic user interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site, the interaction site enabling communications between a user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel, wherein the interaction site specifies a multi-step communication flow between the user device and the communications system, and wherein the multi-step communication flow is determined based on multiple interaction pages configurable by a developer of the content provider system;

receiving, from the content provider system, data associated with one or more configuration parameters of the contact center;

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;

determining that the data includes a task to be handled by the communications system without using an agent from among the one or more agents of the agent pool; and

in response to determining that the data includes the task to be handled by the communications system without using the agent of the agent pool, generating multiple interaction pages for the interaction site, wherein at least one interaction page of the multiple interaction pages enables a first caller to communicate with the communications system to reach the agent of the agent pool, and wherein at least one other interaction page of the multiple interaction pages enables a second caller to communicate with the communications system to complete the task using the IVR channel without using the agent of the agent pool.

16. The system of claim 15, 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, to the content provider system, instructions that, when executed, provide a graphic user interface for selecting one of the one or more candidate telephone numbers;

receiving, from the content provider system, 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 assigning one or more agents to the agent pool comprises:

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

receiving, from the content provider system, 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, to a content provider system of a content provider, instructions that, when executed, provide a graphic user interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site, the interaction site enabling communications between a user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel, wherein the interaction site specifies a multi-step communication flow between the user device and the communications system, and wherein the multi-step communication flow is determined based on multiple interaction pages configurable by a developer of the content provider system; and

receive, from the content provider system, data associated with one or more configuration parameters of the contact center;

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;

determine that the data includes a task to be handled by the communications system without using an agent from among the one or more agents of the agent pool; and

in response to determining that the data includes the task to be handled by the communications system without using the agent of the agent pool, generate multiple interaction pages for the interaction site, wherein at least one interaction page of the multiple interaction pages enables a first caller to communicate with the communications system to reach the agent of the agent pool, and wherein at least one other interaction page of the multiple interaction pages enables a second caller to communicate with the communications system to complete the task using the IVR channel without using the agent of 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, to the content provider system, instructions that, when executed, provide a graphic user interface for selecting one of the one or more candidate telephone numbers;

receiving, from the content provider system, 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, to the content provider system, instructions that, when executed, provide a graphic user interface for configuring the agent pool;

receiving, from the content provider system, 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.