公开(公告)号：US10225407B2

公开(公告)日：2019-03-05

申请号：US15898174

申请日：2018-02-15

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Todd Hollenberg ,  Aaron Wellman ,  Praphul Kumar

IPC: H04M11/00 ,  H04M3/527 ,  G10L15/22 ,  G10L15/26 ,  H04M3/42 ,  H04M3/493

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：US20180249012A1

公开(公告)日：2018-08-30

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：US09992341B2

公开(公告)日：2018-06-05

申请号：US14588403

申请日：2014-12-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

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

CPC classification number: H04M3/5233 ,  H04M3/5232 ,  H04M2242/30

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：US20180146093A1

公开(公告)日：2018-05-24

申请号：US15858922

申请日：2017-12-29

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Praphul Kumar ,  Rajesh Ramchander

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/18 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/6009

Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

公开(公告)号：US20170118340A1

公开(公告)日：2017-04-27

申请号：US15338313

申请日：2016-10-28

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Praphul Kumar ,  Rajesh Ramchander

IPC: H04M3/51 ,  H04M3/42 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/18 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/6009

Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

公开(公告)号：USD771643S1

公开(公告)日：2016-11-15

申请号：US29481140

申请日：2014-01-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Designer： Leonid Vymenets ,  Praphul Kumar ,  Ashish Thakkar ,  Briam Rodriguez

公开(公告)号：US20210203782A1

公开(公告)日：2021-07-01

申请号：US16730234

申请日：2019-12-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets, JR. ,  Alexandria L. Hockeborn ,  Yong Guan ,  Praphul Kumar ,  Jason Chhaidan

IPC: H04M3/51 ,  G10L13/04 ,  G10L13/033

Abstract: A method for incorporating an augmented voice communication into a communication routing configuration of a contact center system according to an embodiment includes selecting a vocal avatar, wherein the vocal avatar includes phonetic characteristics having first values, receiving a text communication and input user parameters from an input user, generating the augmented voice communication based on the text communication and the input user parameters, wherein the augmented voice communication includes phonetic characteristics having second values, wherein the first values of the phonetic characteristics of the vocal avatar are different from the second values of the phonetic characteristics of the augmented voice communication, and incorporating the augmented voice communication into the communication routing configuration of the contact center system.

公开(公告)号：US10382626B2

公开(公告)日：2019-08-13

申请号：US15865142

申请日：2018-01-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Praphul Kumar ,  Aaron Wellman ,  Ahmed Tewfik Bouzid

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04M3/493

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：US10015315B2

公开(公告)日：2018-07-03

申请号：US15431385

申请日：2017-02-13

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Praphul Kumar ,  Yochai Konig ,  Ahmed Tewfik Bouzid ,  Ashish Thakkar ,  Leon Vymenets

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5166 ,  H04M3/42144 ,  H04M3/42153 ,  H04M3/493 ,  H04M3/4933 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5191 ,  H04M2201/42 ,  H04M2203/402 ,  H04M2203/551

Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.

公开(公告)号：USD802613S1

公开(公告)日：2017-11-14

申请号：US29574448

申请日：2016-08-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Designer： Leonid Vymenets ,  Praphul Kumar ,  Ashish Thakkar ,  Briam Rodriguez