公开(公告)号：US10027618B2

公开(公告)日：2018-07-17

申请号：US15652182

申请日：2017-07-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Pawel Harasimiuk ,  Aaron Wellman ,  Lindsay Frazier ,  Praphul Kumar

IPC: H04M3/00 ,  H04L12/58 ,  H04M3/51

Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.

公开(公告)号：US20160191712A1

公开(公告)日：2016-06-30

申请号：US14588403

申请日：2014-12-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5232 ,  H04M2242/30

Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

Abstract translation: 在用于管理客户联络中心的客户交互的方法中，所述方法包括：由处理器接收关于要路由的交互的信息; 由所述处理器识别与所述交互相关联的上下文; 由处理器接收与电子设备和第一邻近设备之间的接近度相关的第一邻近信息; 响应于接收到所述第一邻近信息，由所述处理器将对应于与所述交互相关联的上下文的代理的熟练度级别调整为第一值; 由处理器确定代理人是否有资格基于熟练程度来处理交互; 以及由所述处理器发送用于响应于确定所述代理人有资格基于所述熟练程度来处理所述交互的代理将所述交互路由到所述代理的消息。

公开(公告)号：US20180249012A1

公开(公告)日：2018-08-30

申请号：US15968581

申请日：2018-05-01

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

IPC: H04M3/523

Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

公开(公告)号：US09992341B2

公开(公告)日：2018-06-05

申请号：US14588403

申请日：2014-12-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

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

CPC classification number: H04M3/5233 ,  H04M3/5232 ,  H04M2242/30

Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

公开(公告)号：US20170317965A1

公开(公告)日：2017-11-02

申请号：US15652182

申请日：2017-07-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Pawel Harasimiuk ,  Aaron Wellman ,  Lindsay Frazier ,  Praphul Kumar

IPC: H04L12/58 ,  H04M3/51

CPC classification number: H04L51/32 ,  H04M3/5191 ,  H04M2203/655

Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.

公开(公告)号：US10666804B2

公开(公告)日：2020-05-26

申请号：US15968581

申请日：2018-05-01

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

IPC: H04M3/523

Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.