公开(公告)号：US09900438B1

公开(公告)日：2018-02-20

申请号：US15280769

申请日：2016-09-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Todd Hollenberg ,  Aaron Wellman ,  Praphul Kumar

IPC: H04M11/00 ,  H04M3/527 ,  H04M3/42 ,  G10L15/26 ,  G10L15/22

CPC classification number: H04M3/527 ,  G10L15/22 ,  G10L15/26 ,  G10L2015/223 ,  H04M3/42059 ,  H04M3/493 ,  H04M2203/256

Abstract: A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.

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.

公开(公告)号：US20180176378A1

公开(公告)日：2018-06-21

申请号：US15898174

申请日：2018-02-15

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Todd Hollenberg ,  Aaron Wellman ,  Praphul Kumar

IPC: H04M3/527 ,  H04M3/42 ,  G10L15/22 ,  G10L15/26

CPC classification number: H04M3/527 ,  G10L15/22 ,  G10L15/26 ,  G10L2015/223 ,  H04M3/42059 ,  H04M3/493 ,  H04M2203/256

Abstract: A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.

公开(公告)号：US20180152560A1

公开(公告)日：2018-05-31

申请号：US15865142

申请日：2018-01-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Praphul Kumar ,  Aaron Wellman ,  Ahmed Tewfik Bouzid

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04M3/4936 ,  H04M3/5166 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5238 ,  H04M2203/256 ,  H04M2203/556

Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.

公开(公告)号：US09706050B2

公开(公告)日：2017-07-11

申请号：US15094929

申请日：2016-04-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Praphul Kumar ,  Aaron Wellman ,  Ahmed Tewfik Bouzid

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  G06F19/00 ,  G06F21/32 ,  G06Q30/02 ,  G10L17/24

CPC classification number: H04M3/5141 ,  G06F19/00 ,  G06F21/32 ,  G06Q30/0201 ,  G10L17/24 ,  G16H10/60 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/40 ,  H04M2203/401 ,  H04M2203/551 ,  H04M2203/554

Abstract: A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.