公开(公告)号：US09357069B2

公开(公告)日：2016-05-31

申请号：US13705120

申请日：2012-12-04

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay Korolev

IPC: H04M3/52 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5141 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2201/38 ,  H04M2203/408 ,  H04M2242/22

Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

公开(公告)号：US08781103B2

公开(公告)日：2014-07-15

申请号：US13776665

申请日：2013-02-25

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladislav Baranovsky ,  Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Gregory Jacob Duclos ,  David H. Anderson ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk ,  Merijn te Boolj

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。

公开(公告)号：US10708428B2

公开(公告)日：2020-07-07

申请号：US15989859

申请日：2018-05-25

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin ,  Gregory Duclos ,  Herbert Ristock

IPC: H04M3/523 ,  H04M3/51

Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

公开(公告)号：US10447859B2

公开(公告)日：2019-10-15

申请号：US15968632

申请日：2018-05-01

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay Korolev

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

Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.

公开(公告)号：US20180278749A1

公开(公告)日：2018-09-27

申请号：US15989859

申请日：2018-05-25

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin ,  Gregory Duclos ,  Herbert Ristock

IPC: H04M3/523 ,  H04M3/51

Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

公开(公告)号：US20180227422A1

公开(公告)日：2018-08-09

申请号：US15944294

申请日：2018-04-03

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Aleksandr Stolyar ,  Martin Ira Reiman ,  Nikolay Korolev ,  Vladimir Mezhibovsky ,  Herbert Willi Artur Ristock

IPC: H04M3/523 ,  H04M3/42

Abstract: A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.

公开(公告)号：US20180176382A1

公开(公告)日：2018-06-21

申请号：US15897967

申请日：2018-02-15

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert W.A. Ristock ,  Merijn te Booij ,  Akbar Riahi ,  Vladimir Mezhibovsky ,  Kentis Gopalla

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

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5235 ,  H04M2203/2011 ,  H04M2203/401 ,  H04M2203/408

Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.

公开(公告)号：US20170161691A1

公开(公告)日：2017-06-08

申请号：US15435279

申请日：2017-02-16

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Herbert Willi Artur Ristock

IPC: G06Q10/10 ,  H04L29/08 ,  H04L12/58 ,  H04L29/06

CPC classification number: G06Q10/1095 ,  G06Q10/00 ,  G06Q10/06314 ,  G06Q10/1093 ,  H04L51/046 ,  H04L51/20 ,  H04L65/4007 ,  H04L67/10 ,  H04L67/18

Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

公开(公告)号：US09392115B2

公开(公告)日：2016-07-12

申请号：US13681420

申请日：2012-11-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin

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

CPC classification number: H04M3/5232 ,  H04M3/5233

Abstract: A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.

Abstract translation: 将联络中心中的活动路由到联络中心代理的方法包括：识别要路由到联络中心代理的活动; 识别用于处理活动的一个或多个参数; 识别一个或多个联络中心代理; 检索所识别的一个或多个联络中心代理的偏好设置; 基于所识别的一个或多个参数和所检索的偏好设置，将活动路由到所识别的联络中心代理之一。

公开(公告)号：US20160036874A1

公开(公告)日：2016-02-04

申请号：US14881127

申请日：2015-10-12

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Herbert Willi Artur Ristock

IPC: H04L29/06 ,  G06Q10/10 ,  H04L12/58

CPC classification number: G06Q10/1095 ,  G06Q10/00 ,  G06Q10/06314 ,  G06Q10/1093 ,  H04L51/046 ,  H04L51/20 ,  H04L65/4007 ,  H04L67/10 ,  H04L67/18

Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

Abstract translation: 用于会议启动的网络连接的服务器具有从非暂时物理介质在服务器上执行的软件，该软件提供允许用户安排会议和配置可用性条件的功能，用于向预定的参与者通知预定的会议 用于从与预定参与者相关联的通信设备接收预定会议的可用性的指示的功能，以及用于在满足配置的可用性条件时连接通信设备进行通信的功能。