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System and method for integrated CX-AX contact center testing

專(zhuān)利號(hào)
US11178276B2
公開(kāi)日期
2021-11-16
申請(qǐng)人
Cyara Solutions Pty Ltd(US CA Redwood City)
發(fā)明人
Alok Kulkarni; Geoff Willshire
IPC分類(lèi)
H04M3/28; H04M3/51; G06Q30/00; G06Q10/06; G06F11/34; G06F11/30; H04M3/42; H04M7/12
技術(shù)領(lǐng)域
or,may,in,be,server,cx,agent,call,ax,test
地域: Hawthorn

摘要

A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

說(shuō)明書(shū)

In some embodiments, systems according to the present invention may be implemented on a standalone computing system. Referring now to FIG. 11, there is shown a block diagram depicting a typical exemplary architecture of one or more embodiments or components thereof on a standalone computing system. Computing device 20 includes processors 21 that may run software that carry out one or more functions or applications of embodiments of the invention, such as for example a client application 24. Processors 21 may carry out computing instructions under control of an operating system 22 such as, for example, a version of MICROSOFT WINDOWS? operating system, APPLE OSX? or iOS? operating systems, some variety of the Linux operating system, ANDROID? operating system, or the like. In many cases, one or more shared services 23 may be operable in system 20, and may be useful for providing common services to client applications 24. Services 23 may for example be WINDOWS? services, user-space common services in a Linux environment, or any other type of common service architecture used with operating system 21. Input devices 28 may be of any type suitable for receiving user input, including for example a keyboard, touchscreen, microphone (for example, for voice input), mouse, touchpad, trackball, or any combination thereof. Output devices 27 may be of any type suitable for providing output to one or more users, whether remote or local to system 20, and may include for example one or more screens for visual output, speakers, printers, or any combination thereof. Memory 25 may be random-access memory having any structure and architecture known in the art, for use by processors 21, for example to run software. Storage devices 26 may be any magnetic, optical, mechanical, memristor, or electrical storage device for storage of data in digital form (such as those described above, referring to FIG. 10). Examples of storage devices 26 include flash memory, magnetic hard drive, CD-ROM, and/or the like.

權(quán)利要求

1
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