公开(公告)号：US20170251104A9

公开(公告)日：2017-08-31

申请号：US14745364

申请日：2015-06-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC: H04M3/42 ,  H04L9/08 ,  H04W40/20 ,  H04W24/04 ,  H04W4/16 ,  H04W12/04

CPC classification number: H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

公开(公告)号：US20160036980A1

公开(公告)日：2016-02-04

申请号：US14445646

申请日：2014-07-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Yochai Konig ,  Vyacheslav Zhakov ,  Vyacheslav Sayko ,  Eric Tamblyn

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/22

CPC classification number: H04M3/5166 ,  H04M3/2236 ,  H04M3/5183 ,  H04M2203/2061

Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.

Abstract translation: 系统和方法包括处理器和存储器，其中存储器存储指令，当处理器执行时，指令使处理器确定会话是否难以理解。 当会话难以理解时，处理器为会话提供调整。

公开(公告)号：US20150350435A1

公开(公告)日：2015-12-03

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: H04M3/51 ,  G06Q30/02

CPC classification number: G06Q10/06393 ,  G06Q10/0639 ,  G06Q30/0601 ,  G06Q30/0613

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.

Abstract translation: 一旦客户知道客户的匿名在线体验并将其与客户相关联的系统和方法。 服务器监视和聚合客户和网站之间匿名互动的数据。 收集的数据与代码相关联地存储在数据存储器中。 当收集数据时，服务器检测到触发事件的发生，并且响应于检测到触发事件而将代码提供给客户。 当客户在零售商店提供代码时，零售商店设备将包含代码的消息发送到服务器。 零售商店设备还提供客户的其他身份信息。 然后，服务器可以基于识别信息将匿名数据与客户相关联。