公开(公告)号：US10359923B2

公开(公告)日：2019-07-23

申请号：US15069678

申请日：2016-03-14

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Praphul Kumar ,  Leon Vymenets

IPC: G06F17/22 ,  G06Q30/00 ,  H04L29/08 ,  G06F3/0482 ,  G06F3/0483 ,  G06F3/0484

Abstract: An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.

公开(公告)号：US10356103B2

公开(公告)日：2019-07-16

申请号：US15253810

申请日：2016-08-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yevgeniy Petrovykh ,  Gisele Verrier ,  Linda Garcia ,  Herbert Willi Artur Ristock

IPC: H04L29/06 ,  G06F21/62

Abstract: A system and method for providing secure access to electronic records. A processor receives, from a first client, a first request to access the electronic records, authenticates the first client, and provides access to the electronic records in response to determining that the first client is authenticated. The processor receives user input data from the first client and stores the user input data in association with the electronic records. The processor further receives from a second client a second request to access the electronic records, retrieves the user input data associated with the electronic records in response to the second request, and transmits a prompt to the second client in response to the retrieved user input data. The processor also receives an answer to the prompt and provides access to the electronic records in response to the answer.

公开(公告)号：US10346785B2

公开(公告)日：2019-07-09

申请号：US14451310

申请日：2014-08-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Simon Wright ,  Yochai Konig ,  Christopher Connolly ,  Chad David Hendren ,  Arnaud Lejeune

IPC: G06Q10/06 ,  G06Q30/06 ,  H04M3/51 ,  G06Q30/02

Abstract: Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.

公开(公告)号：US10311859B2

公开(公告)日：2019-06-04

申请号：US15247656

申请日：2016-08-25

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  Tamir Tapuhi ,  Yochai Konig

IPC: G06F17/24 ,  G10L15/06 ,  G10L15/26 ,  G06F17/27 ,  G06N20/00 ,  G10L15/08 ,  G10L15/183

Abstract: A method for extracting, from non-speech text, training data for a language model for speech recognition includes: receiving, by a processor, non-speech text; selecting, by the processor, text from the non-speech text; converting, by the processor, the selected text to generate converted text comprising a plurality of phrases consistent with speech transcription text; training, by the processor, a language model using the converted text; and outputting, by the processor, the language model.

公开(公告)号：US10289982B2

公开(公告)日：2019-05-14

申请号：US15901784

申请日：2018-02-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: G06F15/16 ,  G06Q10/10 ,  G06Q10/00 ,  G06Q10/06 ,  H04L12/58 ,  H04L29/06 ,  H04L29/08

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：US20190141039A1

公开(公告)日：2019-05-09

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

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：US10277742B2

公开(公告)日：2019-04-30

申请号：US15413100

申请日：2017-01-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Nikolay Anisimov ,  Sergey Fedorov ,  Herbert Ristock

IPC: H04M5/00 ,  H04M3/00 ,  H04M3/523 ,  G06Q10/10

Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.

公开(公告)号：US10277478B2

公开(公告)日：2019-04-30

申请号：US15176502

申请日：2016-06-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Daniel Stewart Stoops ,  Lizanne Kaiser ,  Cliff W. Bell

IPC: H04L12/24

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

公开(公告)号：US10275332B2

公开(公告)日：2019-04-30

申请号：US15645956

申请日：2017-07-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Andrey V. Ryabchun ,  Ramesh V. Pattabhiraman ,  Derek Barnes ,  Mark Scott ,  James H. Barnett

IPC: G06F11/34

Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

公开(公告)号：US10270908B2

公开(公告)日：2019-04-23

申请号：US15289932

申请日：2016-10-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Praphul Kumar ,  Scott Kolman ,  Andrea Friio ,  Yochai Konig

IPC: H04M3/493 ,  H04L29/06

Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.