公开(公告)号：US09350867B2

公开(公告)日：2016-05-24

申请号：US14450194

申请日：2014-08-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Charlotte Toerck ,  Todd Hollenberg ,  Nikolay Korolev ,  Bradley Krug ,  David H. Anderson

IPC: H04M5/00 ,  H04M3/523 ,  G06Q10/04

CPC classification number: H04M3/5233 ,  G06Q10/04

Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.

Abstract translation: 用于在联络中心增强交互处理的系统和方法，包括动态地确定客户分段。 处理器检测与客户的未决交互。 响应于检测待处理的交互，处理器检索客户所属的第一客户段的标识。 第一个客户群与联络中心的第一个目标相关联。 处理器预测未决交互的结果，并根据预测结果识别第二客户细分。 处理器将客户重新关联到第二客户区段，其中第二客户区段与不同于第一业务目标的联络中心的第二目标相关联。 处理器根据第二个目标而不是第一个目标处理待决的交互。

公开(公告)号：US09325844B2

公开(公告)日：2016-04-26

申请号：US14582164

申请日：2014-12-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav Zhakov ,  Petr Makagon

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

公开(公告)号：US20160105545A1

公开(公告)日：2016-04-14

申请号：US14930625

申请日：2015-11-02

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M3/42 ,  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 recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.

Abstract translation: 用于记录联络中心的媒体的系统和方法允许呼叫事件标记和呼叫记录拼接。 处理器接收电话呼叫的呼叫元数据。 呼叫包括到电话呼叫期间交换的媒体的记录的链接。 处理器接收与电话呼叫相关联的呼叫事件。 呼叫事件包括在电话呼叫期间发生事件的时间戳。 处理器将呼叫元数据和呼叫事件存储在数据库记录中。 处理器检索在显示设备上显示呼叫事件的数据库记录。 接收到响应于显示设备上的显示来识别呼叫事件的用户命令。 响应于用户命令检索与呼叫事件相关联的记录的一部分。 然后提供记录的检索部分的可听渲染。

公开(公告)号：US20160036981A1

公开(公告)日：2016-02-04

申请号：US14450190

申请日：2014-08-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Todd Hollenberg ,  Bradley Krug ,  Herbert Willi Artur Ristock ,  Charlotte Toerck ,  Nikolay Korolev ,  David H. Anderson

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M2203/402

Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

Abstract translation: 与原子交互路由相反的基于案例的路由的系统和方法。 处理器在客户数据库中打开一个案例。 这种情况与具有预期为此情况执行的步骤的工作流相关联。 处理器识别工作流的第一和第二步骤，并进一步识别具有处理第一和第二步骤的技能的代理。 处理器产生用于处理工作流的至少第一步骤的任务，并发送指令以将任务路由到所识别的代理。

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：US09210266B2

公开(公告)日：2015-12-08

申请号：US14477824

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5191 ,  H04L65/1069 ,  H04L65/601 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/523

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract translation: 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联系中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。

公开(公告)号：US20150350338A1

公开(公告)日：2015-12-03

申请号：US14291879

申请日：2014-05-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Jim H. Barnett ,  Colin M. Leonard ,  Zak Mandel ,  Maxim Strigachov ,  Michael J. Lyubinin

IPC: H04L29/08

CPC classification number: H04L67/143 ,  H04L67/22

Abstract: A system includes an activity manager connected with a device, an application server and an identity provider. The activity manager clears a device session with both the identity provider and the application server to logout applications provided by the application server to the device.

Abstract translation: 系统包括与设备连接的活动管理器，应用服务器和身份提供者。 活动管理器清除与身份提供商和应用程序服务器的设备会话，以将应用程序服务器提供的应用程序注销到设备。

公开(公告)号：US09178989B2

公开(公告)日：2015-11-03

申请号：US14015649

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04M3/51 ,  H04L9/08

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 recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.

Abstract translation: 用于记录联络中心的媒体的系统和方法允许呼叫事件标记和呼叫记录拼接。 处理器接收电话呼叫的呼叫元数据。 呼叫包括到电话呼叫期间交换的媒体的记录的链接。 处理器接收与电话呼叫相关联的呼叫事件。 呼叫事件包括在电话呼叫期间发生事件的时间戳。 处理器将呼叫元数据和呼叫事件存储在数据库记录中。 处理器检索在显示设备上显示呼叫事件的数据库记录。 接收到响应于显示设备上的显示来识别呼叫事件的用户命令。 响应于用户命令检索与呼叫事件相关联的记录的一部分。 然后提供记录的检索部分的可听渲染。

公开(公告)号：US20150312413A1

公开(公告)日：2015-10-29

申请号：US14792582

申请日：2015-07-06

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Petr Makagon ,  Herbert Willi Artur Ristock ,  Dan Kikinis

IPC: H04M3/51 ,  G06Q10/06 ,  H04M3/523

CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

公开(公告)号：US20150296082A1

公开(公告)日：2015-10-15

申请号：US14739914

申请日：2015-06-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Oleg Olegovich Saushkin

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  G06F3/167 ,  G06K9/00342 ,  G06Q10/06 ,  G06Q30/02 ,  G10L25/48 ,  G10L25/63 ,  H04M3/5175 ,  H04M3/5232

Abstract: A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.

Abstract translation: 用于路由交互的系统具有用于分段交互的队列，运行用于路由交互的路由策略的路由器以及为多个代理维护的多个对象模型，定义一个或多个代理技能的对象模型，值 通过对代理人的语音和输入行为的持续监控而获得的代理实时生物指标动态影响的对象模型。 路由策略基于代理的动态受影响的技能值的比较来路由交互，如对象模型所证明的。