公开(公告)号：US10701206B2

公开(公告)日：2020-06-30

申请号：US15201246

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat Irner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: G06F3/0484 ,  H04M3/51 ,  H04L29/06 ,  G06F3/0481

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US10121116B2

公开(公告)日：2018-11-06

申请号：US14451322

申请日：2014-08-04

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: G06Q30/00 ,  G06Q10/06 ,  G06Q30/06 ,  H04M3/51 ,  G06Q30/02

Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.

公开(公告)号：US20180004375A1

公开(公告)日：2018-01-04

申请号：US15201246

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat Irner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: G06F3/0484 ,  G06F3/0481 ,  H04M3/51 ,  H04M3/523

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US20170104872A1

公开(公告)日：2017-04-13

申请号：US14882405

申请日：2015-10-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Adrian Lee-Kwen ,  David Beilis ,  Christopher Connolly ,  Liyuan Qiao ,  Merijn te Booij ,  James Krautler

IPC: H04M3/51

CPC classification number: H04M3/523 ,  H04M3/42348 ,  H04M2250/12

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.

公开(公告)号：US20150347951A1

公开(公告)日：2015-12-03

申请号：US14451310

申请日：2014-08-04

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: G06Q10/06

CPC classification number: G06Q10/06393 ,  G06Q10/0639 ,  G06Q30/0201 ,  G06Q30/0601 ,  G06Q30/0613 ,  G06Q30/0631 ,  H04M3/5175 ,  H04M3/5191

Abstract: Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.

Abstract translation: 本发明的实施例涉及一种用于收集和分析来自多个联络中心租户的数据的系统和方法。 处理器通过数据通信网络从多个源设备收集多个联络中心的实时度量数据。 实时度量数据涉及多个联络中心因素。 处理器将收集的实时度量数据存储在数据存储中，并且基于收集的实时度量数据生成基准数据。 对于多个联络中心的特定联络中心，处理器确定联络中心相对于基准数据的性能。 处理器进一步输出基于比较的推荐。

公开(公告)号：US10382475B2

公开(公告)日：2019-08-13

申请号：US15201261

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat Irner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: H04L29/06 ,  H04W12/06 ,  H04W12/00

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US20180300732A1

公开(公告)日：2018-10-18

申请号：US16014951

申请日：2018-06-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Juergen Tolksdorf ,  Christopher Connolly ,  Charlotte Toerck ,  Merijn te Booij ,  Herbert Willi Artur Ristock ,  Robert Kassel ,  John Keyes

IPC: G06Q30/00

Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

公开(公告)号：US10102491B2

公开(公告)日：2018-10-16

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: G06Q30/00 ,  G06Q10/06 ,  G06Q30/06 ,  H04M3/51 ,  G06Q30/02

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.

公开(公告)号：US09762733B1

公开(公告)日：2017-09-12

申请号：US15272312

申请日：2016-09-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vasudev Ramanujaiaha ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Vincent Pirat ,  Clement Choel ,  Christian Jacolot

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5183 ,  H04M3/42068 ,  H04M3/5158 ,  H04M3/5166 ,  H04M2201/60 ,  H04M2203/408

Abstract: A system for recommending a communication medium for interacting with a customer of a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: detect a first interaction via a first medium with the customer; identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer; for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

公开(公告)号：US20160189164A1

公开(公告)日：2016-06-30

申请号：US14588407

申请日：2014-12-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Juergen Tolksdorf ,  Christopher Connolly ,  Charlotte Toerck ,  Merijn te Booij ,  Herbert Willi Artur Ristock ,  Robert Kassel

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

Abstract translation: 用于管理客户交互的方法包括：接收与客户承载的电子通信设备和位于与客户联络中心相关联的物理设备的第一位置的第一邻近设备之间的接近度的第一邻近信息; 创建包括对应于所述第一邻近信息的数据的交互对象; 由处理器接收与位于第二位置的电子通信设备和第二接近设备之间的接近度相关的第二邻近信息; 修改所述交互对象以包括对应于所述第二邻近信息的数据; 将所述交互对象存储在第一数据存储设备中，其中还存储所述客户与客户联络中心的资源之间的联系中心交互的数据; 以及检索所述交互对象的存储数据和所述联系中心交互的数据，用于基于所检索的数据生成输出。