公开(公告)号：EP2923254B1

公开(公告)日：2020-04-08

申请号：EP13857216.9

申请日：2013-11-21

申请人： Greeneden U.S. Holdings II, LLC

发明人： VYMENETS, Leonid ,  BEILIS, David ,  DAVIES, Michael ,  SURTY, Aaron ,  ZHAKOV, Vyacheslav ,  LEE-KWEN, Adrian ,  PLACIAKIS, Vidas

IPC分类号： G06F3/048 ,  H04M3/51 ,  H04M3/523

公开(公告)号：EP3329698A1

公开(公告)日：2018-06-06

申请号：EP16831385.6

申请日：2016-07-28

申请人： Greeneden U.S. Holdings II, LLC

发明人： BELL, Cliff ,  STOOPS, Daniel ,  FEDOROV, Sergey ,  RISTOCK, Herbert Willi Artur ,  BEILIS, David ,  LEE-KWEN, Adrian

IPC分类号： H04W4/16 ,  H04W4/12 ,  H04W12/06 ,  H04W80/10 ,  H04W80/12 ,  H04W88/18

摘要： A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

公开(公告)号：EP3329698B1

公开(公告)日：2020-09-02

申请号：EP16831385.6

申请日：2016-07-28

申请人： Greeneden U.S. Holdings II, LLC

发明人： BELL, Cliff ,  STOOPS, Daniel ,  FEDOROV, Sergey ,  RISTOCK, Herbert Willi Artur ,  BEILIS, David ,  LEE-KWEN, Adrian

IPC分类号： H04W4/16 ,  H04W4/12 ,  H04W12/06 ,  H04W80/10 ,  H04W80/12 ,  H04W88/18 ,  H04L29/06 ,  H04M3/51 ,  H04M3/523 ,  H04W4/14

公开(公告)号：EP2923254A1

公开(公告)日：2015-09-30

申请号：EP13857216.9

申请日：2013-11-21

申请人： Greeneden U.S. Holdings II, LLC

发明人： VYMENETS, Leonid ,  BEILIS, David ,  DAVIES, Michael ,  SURTY, Aaron ,  ZHAKOV, Vyacheslav ,  LEE-KWEN, Adrian ,  PLACIAKIS, Vidas

IPC分类号： G06F3/048

CPC分类号： H04M3/5175 ,  H04M3/5232 ,  H04M2201/42 ,  H04M2203/355 ,  H04M2203/401

摘要： A system and method for creating, monitoring, and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.