公开(公告)号：US09774737B2

公开(公告)日：2017-09-26

申请号：US15206501

申请日：2016-07-11

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Matthew J. Surridge ,  Andrew T. C. Verrall ,  Cameron David Smith ,  Gregory J. Hedges ,  Merijn te Booij

IPC: H04M3/51 ,  H04M3/523 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/063112 ,  H04M3/5233 ,  H04M2203/401

Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.

公开(公告)号：US10135982B2

公开(公告)日：2018-11-20

申请号：US15714913

申请日：2017-09-25

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Matthew J. Surridge ,  Andrew T. C. Verrall ,  Cameron David Smith ,  Gregory J. Hedges ,  Merijn te Booij

IPC: H04M3/51 ,  G06Q10/06 ,  H04M3/523

Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.