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    HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY
    12.
    发明申请
    HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY 有权
    混合云建筑与优化的本地交付

    公开(公告)号：US20140280720A1

    公开(公告)日：2014-09-18

    申请号：US14069336

    申请日：2013-10-31

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry R. Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

    IPC: H04L29/08

    CPC classification number: H04M3/5237 ,  G06F9/5072 ,  H04L65/1006 ,  H04L65/1036 ,  H04L65/1046 ,  H04L65/1069 ,  H04L65/1073 ,  H04M3/42008 ,  H04M3/42221

    Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

    Abstract translation: 用于在混合操作环境中优化呈现联络中心服务的系统和方法。 第一操作环境中的处理器接收由与联络中心服务有关的第一联络中心资源发送的消息。 该消息由耦合到与第一操作环境不同的第二操作环境的边缘设备转发到处理器。 边缘设备被配置为隐藏联系中心资源的位置的消息标识。 尽管如此隐藏，处理器基于处理器从消息中获取的标识信息来识别第一联络中心资源的位置。 处理器基于用于提供联络中心服务的第一联络中心资源的确定位置来选择第二联络中心资源。

    SYSTEM AND METHOD FOR DYNAMICALLY SELECTING A DIAL PLAN
    13.
    发明申请
    SYSTEM AND METHOD FOR DYNAMICALLY SELECTING A DIAL PLAN 审中-公开
    用于动态选择拨号计划的系统和方法

    公开(公告)号：US20140270142A1

    公开(公告)日：2014-09-18

    申请号：US14069328

    申请日：2013-10-31

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Brian Bischoff ,  Donald Huovinen ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Vyacheslav Sayko

    IPC: H04M3/523

    CPC classification number: H04M3/5237

    Abstract: As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan.

    Abstract translation: 作为用于动态选择拨号计划的系统和方法包括处理器，其检测由第一操作环境中的联络中心代理放置的新电话呼叫。 处理器自动识别联络中心代理的状态，而代理商不必将数字明确输入电话设备。 状态可以标识代理是登录，代理的工作状态，和/或代理是否正在处理呼叫。 处理器基于确定的状态选择拨号计划，并且基于所选择的拨号计划发送用于路由呼叫的消息。

    Adaptable business objective routing for a contact center
    16.
    发明授权
    Adaptable business objective routing for a contact center 有权

    公开(公告)号：US09848084B2

    公开(公告)日：2017-12-19

    申请号：US14450195

    申请日：2014-08-01

    Applicant: Genesys Telecommunications Laboratories, Inc.

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

    IPC: H04M3/00 ,  H04M3/523 ,  G06Q30/02

    CPC classification number: H04M3/5233 ,  G06Q30/0281 ,  H04M2203/402 ,  H04M2203/404

    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.

    System and method for anticipatory dynamic customer segmentation for a contact center
    17.
    发明授权
    System and method for anticipatory dynamic customer segmentation for a contact center 有权
    用于联络中心的预期动态客户细分的系统和方法

    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。

    SYSTEM AND METHOD FOR CASE-BASED ROUTING FOR A CONTACT
    18.
    发明申请
    SYSTEM AND METHOD FOR CASE-BASED ROUTING FOR A CONTACT 有权
    用于接触的基于路由的路由的系统和方法

    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。

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