公开(公告)号：US10419614B2

公开(公告)日：2019-09-17

申请号：US15865167

申请日：2018-01-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Hardik Modi ,  Nikolay Korolev ,  Herbert Willi Artur Ristock ,  Conor McGann ,  Jeffery Karas ,  Graeme Provan

IPC: H04M3/523 ,  H04M3/51

Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.

公开(公告)号：US20180131809A1

公开(公告)日：2018-05-10

申请号：US15865167

申请日：2018-01-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Hardik Modi ,  Nikolay Korolev ,  Herbert Willi Artur Ristock ,  Conor McGann ,  Jeffery Karas ,  Graeme Provan

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5175 ,  H04M2203/408

Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.

公开(公告)号：US09866695B1

公开(公告)日：2018-01-09

申请号：US15251191

申请日：2016-08-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Hardik Modi ,  Nikolay Korolev ,  Herbert Willi Artur Ristock ,  Conor McGann ,  Jeffery Karas ,  Graeme Provan

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5175 ,  H04M2203/408

Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.