Management system for a contact center

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 8645828
APP PUB NO 20040088300A1
SERIAL NO

10250707

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Abstract

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An application management system, including a learning robot/learning agent adapted to generate control data (eg automation script) by monitoring interactions (404,406) between a customer service application (CSA) and a user of the application and an execution robot for sending application data to the application on the basis of the control data, is described. A contact center management system whose components are configurable by a contact center administrator is also described. A relationship management system that manages a relationship between a business requiring a contact center and a customer service representative broker is also described.

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Patent Owner(s)

  • TELSTRA CORPORATION LIMITED;TELSTRA NEW WAVE PTY LTD.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Avery, Brett Andrew Satur Via Scone, AU 2 50
Nakhla, Ihab Sylvania, AU 2 1
Wong, Eldon Chun-Keung Eastwood, AU 2 43

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