Nice has been granted a patent for a contact center network that connects a contact center unit to multiple agents and IoT devices. The IoT devices are equipped with sensors to measure specific data and actuators to control the devices remotely. The contact center unit can receive incident notifications based on sensor data and route contacts to agents accordingly. The patent also includes a method for establishing communication sessions in the network. GlobalData’s report on Nice gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Nice, Intelligent contact centers was a key innovation area identified from patents. Nice's grant share as of September 2023 was 60%. Grant share is based on the ratio of number of grants to total number of patents.
Patent granted for a contact center network with iot devices
A recently granted patent (Publication Number: US11778096B2) describes a contact center network that incorporates Internet of Things (IoT) devices and sensor devices. The network includes a contact center unit connected to multiple agents and IoT devices via a communication network. Each IoT device is equipped with at least one sensor device to measure specific data. The contact center unit can receive incident notifications when the measurement data from any sensor device matches a predetermined criterion indicating an incident. A routing unit within the contact center unit then routes the incident notification to an appropriate agent for handling.
Additionally, the contact center unit can establish a communication session between the agent and the IoT device that sent the incident notification. The agent is authorized to handle the contact and can remotely send commands to the actuator device of the IoT device to resolve the incident detected by the sensor device. The agent can also send commands to the sensor device to gather further measurement data related to the incident.
The routing unit in the contact center network utilizes a skill-based routing mechanism to select the most suitable agent for handling the contact based on their skills. A verification unit within the routing unit accesses a database table that maps agents to IoT devices according to their skills, aiding in the agent selection process.
The contact center unit can be connected to the IoT devices via a middleware unit comprising IoT middleware. The middleware unit includes a monitor unit to analyze the parameters measured by the sensor devices with respect to a predetermined criterion. If the measurement data falls outside of a preset range, an incident request unit sends a contact request to the contact center unit.
The patent also describes methods for establishing communication sessions in the contact center network. These methods involve monitoring measurement data, generating incident notifications, transmitting contacts to the contact center unit, selecting and authorizing agents, routing the contacts, and enabling agents to remotely control the IoT devices and gather additional measurement data related to the incidents.
Overall, this patent presents a contact center network that integrates IoT devices and sensor devices, allowing for efficient incident detection, routing, and resolution by agents. The use of IoT middleware and skill-based routing mechanisms enhances the network's capabilities and effectiveness in handling various incidents.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
