US Pat. No. 10,296,915

CUSTOMER MANAGEMENT SYSTEM

Nextiva, Inc., Scottsdal...

1. A method of customer management, comprising:receiving, by a computer comprising a memory and a processor, a request for a current satisfaction score of one or more end users;
scoring, by the computer, the satisfaction score by:
determining one or more topics associated with the one or more end users;
determining one more penalties associated with the one or more topics based on one or more topic points associated with one or more channels of communication; and
calculating the satisfaction score for the one or more end users using a scoring equation comprising the one or more penalties associated with the one or more topics; and
displaying, by the computer, the current satisfaction score of the one or more end users.

US Pat. No. 10,410,218

CUSTOMER MANAGEMENT SYSTEM

Nextiva, Inc., Scottsdal...

1. A method of customer management, comprising:receiving, by a computer comprising a memory and a processor, a request for a satisfaction score of one or more end users;
scoring the satisfaction score by:
determining a topic associated with the one or more end users;
retrieving a penalty point associated with the topic;
calculating the satisfaction score for the one or more end users using a scoring equation comprising the penalty point associated with the topic;
comparing a response to the one or more end users with one or more response times ranges of values, wherein each range of values is associated with an expected response time; and
updating the satisfaction score to include the penalty point associated with the topic if the response to the one or more end users exceeds the expected response time; and
displaying the satisfaction score of the one or more end users.

US Pat. No. 10,318,098

SYSTEM AND METHOD OF COMMUNICATION ANALYSIS

Nextiva, Inc., Scottsdal...

1. A system, comprising:one or more communication devices associated with one or more entities, each of the one or more communication devices; and
a system analyzer configured to:
collect communication data associated with the one or more communication devices;
analyze one or more trends associated with the communication data; and
display a graphical user interface based, at least in part, on the analysis of the one or more trends.

US Pat. No. 10,551,989

SYSTEM AND METHOD OF A CUSTOMER MANAGEMENT SYSTEM

Nextiva, Inc., Scottsdal...

1. A system, comprising:a communication device comprising an identification number; and
a computer comprising a processor and memory, the computer coupled with a database and configured to:
initiate a setup process;
receive the identification number;
receive configuration data; and
in response to receiving the configuration data and the identification number, associate the configuration data with the communication device;
add an administrator to a location when creating a new location using a location creation wizard by:
displaying a user interface comprising the location creation wizard, the location creation wizard comprising one or more subwizards;
displaying a first subwizard of the one or more subwizards in an expanded state;
receiving by an input to the first subwizard an outgoing number associated with the new location;
after receiving the outgoing number associated with the new location, continue monitoring the input for an expansion condition;
expanding automatically a second subwizard of the location creation wizard in response to detecting the expansion condition;
receiving by the input to the second subwizard assignment of an administrator to the new location, wherein the administrator is not in a list of current administrators; and
storing the assignment of the administrator to the new location; and
automatically change a configuration of the communication device based, at least in part, on the configuration data and assign management of the communication device to the administrator of the new location in response to removal of the communication device from a first location in a network and coupling of the communication device to a second location in the network, wherein the second location comprises the new location.

US Pat. No. 10,558,318

SYSTEM AND METHOD OF COMMUNICATION ANALYSIS

Nextiva, Inc., Scottsdal...

1. A communication analytics system, comprising:one or more databases that store communication data of one or more communication devices, each of the one or more communication devices associated with one or more users;
a computer, comprising a processor and memory, and coupled with the one or more databases, the computer configured to:
monitor communication activity of the one or more communication devices;
generate the communication data from the monitored communication activity of at least one communication device of the one or more communication devices, the at least one communication device associated with at least one user of the one or more users, the at least one user assigned one or more hierarchically-defined roles;
sort the communication data by one or more correlations; and
display one or more communication metrics for the one or more hierarchically-defined roles, the one or more communication metrics automatically selected based, at least in part, on the one or more correlations.