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System and method for integrated CX-AX contact center testing

專利號(hào)
US11178276B2
公開日期
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
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

FIG. 8 is a flow diagram illustrating an exemplary method for CLI/ANI driven synchronization of call testing.

FIG. 9 is a flow diagram illustrating an exemplary method for In-Band signaling driven synchronization of call testing.

FIG. 10 is a block diagram illustrating an exemplary hardware architecture of a computing device.

FIG. 11 is a block diagram illustrating an exemplary logical architecture for a client device.

FIG. 12 is a block diagram showing an exemplary architectural arrangement of clients, servers, and external services.

FIG. 13 is another block diagram illustrating an exemplary hardware architecture of a computing device.

DETAILED DESCRIPTION

The inventor has conceived, and reduced to practice, systems and methods for integrated CX-AX contact center testing.

權(quán)利要求

1
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