公开(公告)号：US10079938B2

公开(公告)日：2018-09-18

申请号：US14860293

申请日：2015-09-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: G06F15/16 ,  H04M3/523 ,  H04M3/51 ,  H04L12/26 ,  H04M3/22 ,  H04L12/707 ,  H04L29/06

CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

公开(公告)号：US20180249012A1

公开(公告)日：2018-08-30

申请号：US15968581

申请日：2018-05-01

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

IPC: H04M3/523

Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

公开(公告)号：US10061822B2

公开(公告)日：2018-08-28

申请号：US13952470

申请日：2013-07-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  David Ollinger ,  Yochai Konig

IPC: G06F17/30 ,  G10L15/00

CPC classification number: G06F16/2465 ,  G06F16/243 ,  G10L15/00

Abstract: A method for determining a cause of events detected in a plurality of interactions includes: identifying, on a processor, a plurality of elements in the interactions; detecting, on the processor, a plurality of sequences of elements in the interactions; mining, on the processor, the plurality of sequences for generating a set of supported patterns; computing, on the processor, association rules from the set of supported patterns; and returning the computed association rules.

公开(公告)号：US10037500B2

公开(公告)日：2018-07-31

申请号：US13872027

申请日：2013-04-26

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vidas Placiakis ,  Vytautas Staraitis ,  Vytautas Saulis ,  Gintautas Budvytis ,  Laura Stevens ,  Thomas Tritten, II ,  Michele Fisher

IPC: G06Q10/06

CPC classification number: G06Q10/063116

Abstract: A system and method for forecasting shrinkage of employees is provided. According to one embodiment, scheduled shrinkage values are identified from a work schedule and stored in a data file. A command is received by a processor to predict shrinkage of employees for a future forecast period. Selection of the data file is received, and in response, the processor is configured to automatically populate shrinkage fields for the forecast period with the scheduled shrinkage values retrieved from the data file. According to one embodiment, the scheduled shrinkage values are set as the shrinkage values that are forecast for the forecast period. A work schedule of employees is the generated for the forecast period taking into account the forecast shrinkage values. According to one embodiment, the processor may also engage of automatic shrinkage forecasting based on analysis of historic shrinkage data.

公开(公告)号：US20180176379A1

公开(公告)日：2018-06-21

申请号：US15898476

申请日：2018-02-17

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5141 ,  H04M3/523 ,  H04M3/5233

Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.

公开(公告)号：US20180176375A1

公开(公告)日：2018-06-21

申请号：US15896012

申请日：2018-02-13

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vitaly Y. Barinov

IPC: H04M3/51

CPC classification number: H04M3/51 ,  H04M2203/402 ,  H04M2203/558

Abstract: A system and method for aggregating state information in a contact center. Agent-owner nodes aggregate state information for the agents they own, and, upon request from a client-side adapter, provide partial agent-group state information to the client side adapter. The client-side adapter aggregates the partial agent-group state information to form full agent-group state information and provides this full agent-group state information to clients upon request.

公开(公告)号：US09998599B2

公开(公告)日：2018-06-12

申请号：US15457761

申请日：2017-03-13

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vadim Dymshyts ,  Vidas Placiakis ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04L29/08 ,  H04L12/28 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04L67/306 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5238 ,  H04M2201/36 ,  H04M2203/403

Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.

公开(公告)号：US20180159981A1

公开(公告)日：2018-06-07

申请号：US15413100

申请日：2017-01-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Nikolay Anisimov ,  Sergey Fedorov ,  Herbert Ristock

IPC: H04M3/523 ,  G06Q10/10

CPC classification number: 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：US09992341B2

公开(公告)日：2018-06-05

申请号：US14588403

申请日：2014-12-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

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

CPC classification number: H04M3/5233 ,  H04M3/5232 ,  H04M2242/30

Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

公开(公告)号：US09992336B2

公开(公告)日：2018-06-05

申请号：US14841616

申请日：2015-08-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Mark David Scott ,  Jim Barnett

IPC: G10L15/00 ,  H04M3/51 ,  G10L17/26 ,  H04M3/42 ,  G10L15/26 ,  G10L21/10 ,  G10L25/63 ,  H04L29/06

CPC classification number: H04M3/5175 ,  G10L15/26 ,  G10L17/26 ,  G10L21/10 ,  G10L25/63 ,  H04L65/1006 ,  H04L65/1046 ,  H04M3/42221 ,  H04M2201/40 ,  H04M2203/301 ,  H04M2203/401

Abstract: A computerized system for advising one communicant in electronic communication between two or more communicants has apparatus monitoring and recording interaction between the communicants, software executing from a machine-readable medium and providing analytics, the software functions including rendering speech into text, and analyzing the rendered text for topics, performing communicant verification, and detecting changes in communicant emotion. Advice is offered to the one communicant during the interaction, based on results of the analytics.