公开(公告)号：US10346785B2

公开(公告)日：2019-07-09

申请号：US14451310

申请日：2014-08-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Simon Wright ,  Yochai Konig ,  Christopher Connolly ,  Chad David Hendren ,  Arnaud Lejeune

IPC: G06Q10/06 ,  G06Q30/06 ,  H04M3/51 ,  G06Q30/02

Abstract: Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.

公开(公告)号：US20160036972A1

公开(公告)日：2016-02-04

申请号：US14445629

申请日：2014-07-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Yochai Konig ,  Vyacheslav Zhakov ,  Vyacheslav Sayko ,  Eric Tamblyn

IPC: H04M3/51 ,  H04M3/22

CPC classification number: H04M3/5175 ,  H04M3/2227 ,  H04M2242/12

Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.

Abstract translation: 系统和方法包括处理器和存储器，其中存储器存储指令，当处理器执行时，指令使处理器确定会话是否难以理解。 当会话难以理解时，处理器为会话提供调整。

公开(公告)号：US10455081B2

公开(公告)日：2019-10-22

申请号：US15896026

申请日：2018-02-13

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC: H04K1/00 ,  H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04L9/08 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

公开(公告)号：US09866693B2

公开(公告)日：2018-01-09

申请号：US15149071

申请日：2016-05-06

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Herbert Willi Artur Ristock ,  Arnaud LeJeune ,  Richard McCrossan ,  Paul Segre ,  Steve O'Donoghue

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51 ,  H04L12/58 ,  G06Q30/00 ,  G06Q10/06 ,  H04M3/54 ,  H04M3/493 ,  H04M17/00

CPC classification number: H04M3/5191 ,  G06Q10/06316 ,  G06Q30/016 ,  H04L51/02 ,  H04L51/046 ,  H04L51/14 ,  H04M3/493 ,  H04M3/54 ,  H04M17/205

Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.

公开(公告)号：US20150348163A1

公开(公告)日：2015-12-03

申请号：US14451322

申请日：2014-08-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Simon Wright ,  Yochai Konig ,  Christopher Connolly ,  Chad David Hendren ,  Arnaud Lejeune

IPC: G06Q30/06

CPC classification number: G06Q10/06393 ,  G06Q10/0639 ,  G06Q30/0201 ,  G06Q30/0601 ,  G06Q30/0613 ,  G06Q30/0631 ,  H04M3/5175 ,  H04M3/5191

Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.

Abstract translation: 可在零售商店中操作的最终用户装置记录保存在零售商店中的语音对话。 记录被发送到服务器以将其与来自多个其他零售商店的其他对话的记录进行比较。 服务器根据比较建议。 本发明的实施例还涉及一种分析系统，其收集与多个联络中心相关联的各种虚拟或实体零售商店的实时度量数据。 系统对收集的指标数据执行实时分析，以识别产品或服务。 处理器将基于实时分析，修改由特定零售商店提供的先前服务或产品，以及所标识的服务或产品。 处理器推送经修改的服务或产品以在特定零售商店中的最终用户设备上使用显示。

公开(公告)号：US20190026676A1

公开(公告)日：2019-01-24

申请号：US16139662

申请日：2018-09-24

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Simon Wright ,  Yochai Konig ,  Christopher Connolly ,  Chad David Hendren ,  Arnaud Lejeune

IPC: G06Q10/06 ,  G06Q30/02 ,  H04M3/51 ,  G06Q30/06

Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.

公开(公告)号：US20170324868A1

公开(公告)日：2017-11-09

申请号：US15149071

申请日：2016-05-06

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Herbert Willi Artur Ristock ,  Arnaud LeJeune ,  Richard McCrossan ,  Paul Segre ,  Steve O'Donoghue

IPC: H04M3/51 ,  H04L12/58 ,  G06Q30/00 ,  G06Q10/06 ,  H04M3/54 ,  H04M3/493 ,  H04M17/00

CPC classification number: H04M3/5191 ,  G06Q10/06316 ,  G06Q30/016 ,  H04L51/02 ,  H04L51/046 ,  H04L51/14 ,  H04M3/493 ,  H04M3/54 ,  H04M17/205

Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.

公开(公告)号：US20170324867A1

公开(公告)日：2017-11-09

申请号：US15149031

申请日：2016-05-06

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Herbert Willi Artur Ristock ,  Arnaud LeJeune ,  Richard McCrossan ,  Paul Segre ,  Steve O'Donoghue

IPC: H04M3/51 ,  H04M3/42 ,  H04M3/54 ,  H04L12/58

CPC classification number: H04M3/5191 ,  H04L51/02 ,  H04L51/046 ,  H04L51/24 ,  H04L65/1069 ,  H04L65/1093 ,  H04M3/42068 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/54 ,  H04M3/58 ,  H04M7/0045

Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.

公开(公告)号：US20140270105A1

公开(公告)日：2014-09-18

申请号：US14015836

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Eric Tamblyn ,  Henry R. Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC: H04M1/656 ,  H04M3/51

CPC classification number: H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

Abstract translation: 一种用于网络记录和语音分析的系统和方法，其中记录系统在电话呼叫期间接收在第一和第二通信设备之间交换的媒体。 媒体由广域网上的记录系统接收。 记录系统桥接第一和第二通信设备之间的媒体路径，并且复制在媒体路径中交换的媒体，用于将复制的媒体存储在大容量存储设备中。 记录系统还捕获与呼叫相关联的元数据，并且与所存储的媒体相关联地存储所捕获的元数据。 存储的媒体和元数据然后可以通过广域网提供给请求设备。 记录系统还可以被配置为分析呼叫记录以及相关联的元数据，以检测关键词或短语和/或触发可动作事件。

公开(公告)号：US11755978B2

公开(公告)日：2023-09-12

申请号：US16139662

申请日：2018-09-24

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Simon Wright ,  Yochai Konig ,  Christopher Connolly ,  Chad David Hendren ,  Arnaud Lejeune

IPC: G06Q30/00 ,  G06Q10/0639 ,  G06Q30/0201 ,  G06Q30/0601 ,  H04M3/51

CPC classification number: G06Q10/06393 ,  G06Q10/0639 ,  G06Q30/0201 ,  G06Q30/0631 ,  H04M3/5175 ,  H04M3/5191 ,  G06Q30/0601 ,  G06Q30/0613

Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.