公开(公告)号：US20180159983A1

公开(公告)日：2018-06-07

申请号：US15887505

申请日：2018-02-02

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Cliff Bell ,  Daniel Stoops ,  Sergey Fedorov ,  Herbert Willi Artur Ristock ,  David Beilis ,  Adrian Lee-Kwen

IPC: H04M3/523 ,  H04M3/51 ,  H04W4/14 ,  H04W12/06 ,  H04L29/06

CPC classification number: H04M3/5235 ,  H04L63/0853 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/2038 ,  H04M2203/6081 ,  H04M2203/651 ,  H04W4/14 ,  H04W12/06

Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

公开(公告)号：US09491294B2

公开(公告)日：2016-11-08

申请号：US14577879

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Lizanne Kaiser ,  Cliff Bell ,  Daniel Stoops ,  Herbert Willi Artur Ristock ,  James Kraeutler

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

CPC classification number: G06Q30/0246 ,  G06Q10/109 ,  G06Q10/1093 ,  G06Q30/01 ,  G06Q30/0256 ,  G06Q30/0264 ,  G06Q30/0277 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2203/402

Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.

Abstract translation: 系统和方法包括企业的客户参与平台。 客户参与平台被配置为与受众计算机连接并向观众提供与营销归属相关联的联系信息。 营销归因伴随着给观众电脑的印象。 与企业进行互动时，将与联系信息相关联的印象和营销归属信息发送给客户参与平台。

公开(公告)号：US11063943B2

公开(公告)日：2021-07-13

申请号：US16180276

申请日：2018-11-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Daniel Stoops ,  Cliff Bell

IPC: H04L29/06 ,  H04L12/58 ,  H04L29/08 ,  H04W12/06

Abstract: A system and method are presented for the re-authentication of asynchronous messaging, specifically within enterprise to consumer communications. A third-party enterprise messaging server may be used as a conduit for a messaging service allowing for customer interaction with a business. The messaging server can append a re-authentication process for customers once a customer has been authenticated by the enterprise. Each time a customer resumes an interaction exceeding a timeout threshold, the messaging server invokes its re-authentication process. Lapsed interactions may be treated as continuous without having the customer re-authenticate through the enterprise specific authentication.

公开(公告)号：US20180227289A1

公开(公告)日：2018-08-09

申请号：US15944621

申请日：2018-04-03

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Daniel Stoops ,  James Kraeulter ,  Cliff Bell

IPC: H04L29/06 ,  H04W12/06

CPC classification number: H04L63/083 ,  H04L63/08 ,  H04L63/0861 ,  H04L2463/082 ,  H04W12/06

Abstract: A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.

公开(公告)号：US09888122B2

公开(公告)日：2018-02-06

申请号：US14812607

申请日：2015-07-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Cliff Bell ,  Daniel Stoops ,  Sergey Fedorov ,  Herbert Willi Artur Ristock ,  David Beilis ,  Adrian Lee-Kwen

IPC: H04M3/00 ,  H04M3/523 ,  H04L29/06 ,  H04M3/51 ,  H04W4/14 ,  H04W12/06

CPC classification number: H04M3/5235 ,  H04L63/0853 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/2038 ,  H04M2203/6081 ,  H04M2203/651 ,  H04W4/14 ,  H04W12/06

Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

公开(公告)号：US20170140420A1

公开(公告)日：2017-05-18

申请号：US15345362

申请日：2016-11-07

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Lizanne Kaiser ,  Cliff Bell ,  Daniel Stoops ,  Herbert Willi Artur Ristock ,  James Kraeutler

IPC: G06Q30/02 ,  H04M3/51 ,  H04M3/523 ,  G06Q10/10 ,  G06Q30/00

CPC classification number: G06Q30/0246 ,  G06Q10/109 ,  G06Q10/1093 ,  G06Q30/01 ,  G06Q30/0256 ,  G06Q30/0264 ,  G06Q30/0277 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2203/402

Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.

公开(公告)号：US20160180381A1

公开(公告)日：2016-06-23

申请号：US14577789

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Lizanne Kaiser ,  Cliff Bell ,  Daniel Stoops ,  Herbert Willi Artur Ristock ,  James Kraeutler

IPC: G06Q30/02

CPC classification number: G06Q30/0255 ,  G06Q30/0277

Abstract: A system and method include a demand side platform configured to manage an ad exchange. The ad exchange provides an impression to be displayed on an audience computer based on a purchase by a market processing system. A stats server connected with the demand side platform is configured to provide to the demand side server a number of agents available who meet a determined threshold skill level to handle a particular type of product or service related to the impression. A web browser is connected with the demand side platform. The demand side platform is configured to send the impression to the web browser based on a skilled agent being available that meets the threshold, otherwise to not send the impression. The web browser is configured to display the impression.

Abstract translation: 系统和方法包括被配置为管理广告交换的需求侧平台。 广告交换提供根据市场处理系统的购买在受众计算机上显示的印象。 与需求侧平台连接的统计服务器被配置为向需求侧服务器提供满足确定的阈值技能水平以处理与​​该印象相关的特定类型的产品或服务的多个可用代理。 Web浏览器与需求侧平台相连。 需求侧平台被配置为基于能够满足阈值的熟练的代理人将该印象发送到网络浏览器，否则不发送该印象。 Web浏览器配置为显示该展示。