公开(公告)号：US09883038B2

公开(公告)日：2018-01-30

申请号：US15390411

申请日：2016-12-23

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Sergey Aleksin ,  Viswanath Kocharlakota ,  Denys Babyak ,  Oleg Fylypenko ,  Alan Gatto ,  Annie Kingston ,  Dean Cottle ,  Ramamohan Yeggoni

IPC分类号： H04M3/42 ,  H04M3/00 ,  H04M3/51 ,  H04M1/725 ,  H04W80/12 ,  G06Q30/00

CPC分类号： H04M3/5183 ,  G06Q30/016 ,  H04M1/72522 ,  H04M3/51 ,  H04M3/5175 ,  H04M2203/256 ,  H04W8/183 ,  H04W12/12 ,  H04W80/12

摘要： A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.

公开(公告)号：US09876908B2

公开(公告)日：2018-01-23

申请号：US15276443

申请日：2016-09-26

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Timothy R. Segall ,  Boris Greenberg

IPC分类号： H04W4/00 ,  H04M3/51 ,  H04M3/42 ,  H04W4/12 ,  G06F17/27 ,  H04L12/58 ,  H04M3/44

CPC分类号： H04M3/5183 ,  G06F17/2765 ,  H04L51/02 ,  H04M3/42059 ,  H04M3/42382 ,  H04M3/44 ,  H04M3/5158 ,  H04W4/12

摘要： A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.

公开(公告)号：US09876905B2

公开(公告)日：2018-01-23

申请号：US12984365

申请日：2011-01-04

申请人： Charles H. Isaacs

发明人： Charles H. Isaacs

IPC分类号： G06Q30/00 ,  H04M3/42 ,  H04M3/493 ,  G06Q30/02

CPC分类号： H04M3/42382 ,  G06Q30/0241 ,  H04M3/493 ,  H04M2201/18 ,  H04M2201/50 ,  H04M2203/355 ,  H04M2203/357 ,  H04M2203/652

摘要： A communication appliance has a processor, a data store, a display screen, an interface to a wireless network, a microphone, and software executable from a machine-readable physical medium, wherein the software provides a function for comparing incoming audio signals with signals stored in the data store as trigger signals, and a function for initiating an action or sequence of actions in response to recognizing an incoming signal as a trigger signal.

公开(公告)号：US09857936B2

公开(公告)日：2018-01-02

申请号：US15243857

申请日：2016-08-22

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： David Beilis ,  Adrian Lee-Kwen

IPC分类号： G06F3/00 ,  G06F17/00 ,  G06F3/0481 ,  G06F17/21 ,  G06F9/54 ,  G09G5/377 ,  G06F17/30 ,  H04W88/02

CPC分类号： G06F3/0481 ,  G06F3/00 ,  G06F9/54 ,  G06F9/546 ,  G06F17/212 ,  G06F17/30289 ,  G06F2203/04804 ,  G06F2209/545 ,  G09G5/377 ,  H04W88/02

摘要： A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.

公开(公告)号：US09848084B2

公开(公告)日：2017-12-19

申请号：US14450195

申请日：2014-08-01

申请人： Genesys Telecommunications Laboratories, Inc.

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

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

CPC分类号： H04M3/5233 ,  G06Q30/0281 ,  H04M2203/402 ,  H04M2203/404

摘要： 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.

公开(公告)号：US09846721B2

公开(公告)日：2017-12-19

申请号：US14209790

申请日：2014-03-13

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Alan Gatto ,  Dean Cottle ,  Oleg Fylypenko ,  Shivakumar Gurusiddappa ,  Kevin Haselhuhn ,  Greg Hollis ,  Luis Lamprea ,  Sergey Aleksin ,  Gaurav Kumar ,  Narendra Datar ,  Michael Pougnet ,  Poras Bharucha ,  Brett Dale

IPC分类号： G06F17/20 ,  G06F17/30 ,  G06F11/34

CPC分类号： G06F17/30424 ,  G06F11/3072 ,  G06F11/3409 ,  G06F11/3476 ,  G06F17/30289 ,  G06F17/40

摘要： A system includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: retrieve a first log over a network from a first server of a plurality of servers for at least one contact center; generate an index of values in the first log; update an index database based on the index; and save the first log on a storage device.

公开(公告)号：US09823949B2

公开(公告)日：2017-11-21

申请号：US14754530

申请日：2015-06-29

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Vitaliy Teryoshin ,  Nikolay I. Korolev ,  Yevgeniy Petrovykh ,  Anand Pai Krishnanand Nitin

IPC分类号： G06F9/50 ,  G06Q10/00

CPC分类号： G06F9/5083 ,  G06Q10/00 ,  G06Q10/06316 ,  H04M3/523 ,  H04M2201/40 ,  H04M2203/2038 ,  H04M2203/556

摘要： Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

公开(公告)号：US09756184B2

公开(公告)日：2017-09-05

申请号：US13672594

申请日：2012-11-08

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Vitaly Y. Barinov

IPC分类号： G06F15/173 ,  H04M3/51

CPC分类号： H04M3/5175 ,  H04M3/5183 ,  H04M2203/402

摘要： A system and/or a method of distributed maintenance of contact center state including the state of contact center objects which may include directory numbers and agents. Device controllers and call controllers are used to monitor device and call information. Data aggregation nodes are connected to the device controllers and call controllers. The data aggregation nodes share directory number state information and agent state information via a publish-subscribe bus, and aggregate state information to form full state information.

公开(公告)号：US09730270B2

公开(公告)日：2017-08-08

申请号：US14279287

申请日：2014-05-15

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Leonid A. Yegoshin

IPC分类号： H04M1/00 ,  H04W88/06 ,  H04L12/54 ,  H04L29/06 ,  H04L29/12 ,  H04L12/701 ,  H04L12/707 ,  H04M1/253 ,  H04M1/725 ,  H04M3/42 ,  H04M7/00 ,  H04W8/12 ,  H04W84/04 ,  H04W84/12 ,  H04W48/18 ,  H04W60/00 ,  H04W76/04

CPC分类号： H04W88/06 ,  H04L12/5692 ,  H04L29/06 ,  H04L29/06027 ,  H04L29/12009 ,  H04L29/12018 ,  H04L29/12311 ,  H04L45/00 ,  H04L45/22 ,  H04L61/10 ,  H04L61/2084 ,  H04L65/1036 ,  H04L65/1069 ,  H04L65/1073 ,  H04M1/2535 ,  H04M1/72561 ,  H04M3/42246 ,  H04M7/006 ,  H04W8/12 ,  H04W48/18 ,  H04W60/00 ,  H04W76/20 ,  H04W84/042 ,  H04W84/12

摘要： A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP address is assigned to a dual-mode device that logs onto an organization LAN, and the IP address is associated at a PSTN-connected server on the LAN with the cell phone number of the communication device. The IP server notifies a PSTN-connected routing server when a device logs on to a LAN, and also provides a destination number for the IP server. Cell calls directed to the device are then redirected to the IP server and directed to the device connected to the LAN.

公开(公告)号：US09680993B2

公开(公告)日：2017-06-13

申请号：US15089143

申请日：2016-04-01

申请人： Soundbite Communications, Inc.

发明人： Timothy R. Segall ,  Damon Weinstein

IPC分类号： H04M3/00 ,  H04M3/51 ,  H04M3/42 ,  H04M3/523

CPC分类号： H04M3/5158 ,  H04M3/42365 ,  H04M3/51 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5233

摘要： A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.