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公开(公告)号：US20180295211A1
公开(公告)日：2018-10-11
申请号：US15481396
申请日：2017-04-06
Inventor： Vincent Pirat , Clément Choel , Christian Jacolot
Abstract: A system and method for self-deploying applications for a contact center. An executable unit is built for deploying an application for the contact center, and the application and logic for provisioning the application are aggregated into the executable unit. The executable unit is then provided for deployment. When the executable unit is run, logic within the executable unit is configured to automatically register the application on the computing environment, discover and resolve services used by the application, and start the application on the computing environment.
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公开(公告)号：US09762733B1
公开(公告)日：2017-09-12
申请号：US15272312
申请日：2016-09-21
Inventor： Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock , Vincent Pirat , Clement Choel , Christian Jacolot
CPC classification number: H04M3/5183 , H04M3/42068 , H04M3/5158 , H04M3/5166 , H04M2201/60 , H04M2203/408
Abstract: A system for recommending a communication medium for interacting with a customer of a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: detect a first interaction via a first medium with the customer; identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer; for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.
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公开(公告)号：US20180084111A1
公开(公告)日：2018-03-22
申请号：US15272304
申请日：2016-09-21
Inventor： Vincent Pirat , Clement Choel , Christian Jacolot , Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock
CPC classification number: H04M3/5183 , H04M3/5141 , H04M3/5166 , H04M3/58 , H04M7/0024
Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
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公开(公告)号：US10469664B2
公开(公告)日：2019-11-05
申请号：US15272304
申请日：2016-09-21
Inventor： Vincent Pirat , Clement Choel , Christian Jacolot , Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock
Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
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