Invention Grant
- Patent Title: Virtual interactions in contact center operations
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Application No.: US15457761Application Date: 2017-03-13
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Publication No.: US09998599B2Publication Date: 2018-06-12
- Inventor: Vadim Dymshyts , Vidas Placiakis , Nikolay I. Korolev , Herbert Willi Artur Ristock
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; H04L29/08 ; H04L12/28 ; H04M3/523

Abstract:
A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.
Public/Granted literature
- US20180027116A1 VIRTUAL INTERACTIONS IN CONTACT CENTER OPERATIONS Public/Granted day:2018-01-25
Information query