公开(公告)号：US09451090B2

公开(公告)日：2016-09-20

申请号：US14068959

申请日：2013-10-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yochai Konig ,  Herbert Willi Artur Ristock

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M2201/40 ,  H04M2203/408

Abstract: A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.

Abstract translation: 用于在联络中心进行基于性能的路由交互的系统和方法。 路由服务器接收要路由的交互的信息，并识别交互的呼叫原因。 呼叫原因的识别可以基于例如语音分析。 路由服务器识别具有处理主题经验的一个或多个代理。 路由服务器进一步确定所识别的代理人在处理该主题方面的熟练程度，并且选择一个所识别的代理具有至少最低水平的熟练程度。 路由服务器发送用于将交互路由到所选代理的消息。

公开(公告)号：US20160036980A1

公开(公告)日：2016-02-04

申请号：US14445646

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: H04M3/523 ,  H04M3/51 ,  H04M3/22

CPC classification number: H04M3/5166 ,  H04M3/2236 ,  H04M3/5183 ,  H04M2203/2061

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：US20150350435A1

公开(公告)日：2015-12-03

申请号：US14451338

申请日：2014-08-04

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M3/51 ,  G06Q30/02

CPC classification number: G06Q10/06393 ,  G06Q10/0639 ,  G06Q30/0601 ,  G06Q30/0613

Abstract: A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information.

Abstract translation: 一旦客户知道客户的匿名在线体验并将其与客户相关联的系统和方法。 服务器监视和聚合客户和网站之间匿名互动的数据。 收集的数据与代码相关联地存储在数据存储器中。 当收集数据时，服务器检测到触发事件的发生，并且响应于检测到触发事件而将代码提供给客户。 当客户在零售商店提供代码时，零售商店设备将包含代码的消息发送到服务器。 零售商店设备还提供客户的其他身份信息。 然后，服务器可以基于识别信息将匿名数据与客户相关联。

公开(公告)号：US20150254679A1

公开(公告)日：2015-09-10

申请号：US14201738

申请日：2014-03-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Merijn te Booij ,  Kentis Gopalla ,  Yochai Konig ,  Morad Ankri ,  Vyacheslav Zhakov

IPC: G06Q30/02

CPC classification number: G06Q30/0201

Abstract: A method includes: receiving, on a processor, data associated with an interaction between a user and a first enterprise; applying, by the processor, a rule of a template based on the data; identifying, by the processor and using the rule of the template, a second enterprise; and transmitting, by the processor, the data to the second enterprise in accordance with the rule.

Abstract translation: 一种方法包括：在处理器上接收与用户和第一企业之间的交互相关联的数据; 由处理器基于数据应用模板的规则; 由处理器识别并使用模板的规则，第二企业; 并且由处理器根据规则将数据发送给第二企业。

公开(公告)号：US20150117632A1

公开(公告)日：2015-04-30

申请号：US14068959

申请日：2013-10-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yochai Konig ,  Herbert Willi Artur Ristock

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M2201/40 ,  H04M2203/408

Abstract: A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.

Abstract translation: 用于在联络中心进行基于性能的路由交互的系统和方法。 路由服务器接收要路由的交互的信息，并识别交互的呼叫原因。 呼叫原因的识别可以基于例如语音分析。 路由服务器识别具有处理主题经验的一个或多个代理。 路由服务器进一步确定所识别的代理人在处理该主题方面的熟练程度，并且选择一个所识别的代理具有至少最低水平的熟练程度。 路由服务器发送用于将交互路由到所选代理的消息。