公开(公告)号：US20160065741A1

公开(公告)日：2016-03-03

申请号：US14470913

申请日：2014-08-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Herbert Willi Artur Ristock ,  Merijn te Booij ,  Akbar Riahi

IPC: H04M3/523 ,  H04M3/51 ,  G06Q30/00 ,  G06Q50/00 ,  G06Q10/06

CPC classification number: H04M3/5233 ,  G06Q10/06398 ,  G06Q30/016 ,  G06Q50/01 ,  H04M3/5191 ,  H04M2203/655

Abstract: A system and method for interacting with a contact center system. A processor in the apparatus transmits, over a data channel to the contact center system, a message relating to a product a service. The processor receives, from the contact center system, identification of first and second agents with skills for handling inquiries relating to the product or service. The processor receives, from the contact center system, availability of the first and second agents for engaging in an interaction. In response to receipt of the identification of the first and second agents, the processor retrieves ratings for the first and second agents, where the rating of the first agent is higher than the rating of the second agent. The processor launches an interaction with the first agent.

Abstract translation: 用于与联络中心系统交互的系统和方法。 该设备中的处理器通过数据信道向联络中心系统发送与产品相关的服务的消息。 处理器从联络中心系统接收具有处理与产品或服务有关的查询的技能的第一和第二代理人的识别。 处理器从联络中心系统接收用于参与交互的第一和第二代理的可用性。 响应于接收到第一和第二代理的标识，处理器检索第一和第二代理的评级，其中第一代理的评级高于第二代理的评级。 处理器启动与第一代理程序的交互。

公开(公告)号：US20160065740A1

公开(公告)日：2016-03-03

申请号：US14470898

申请日：2014-08-27

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M3/523

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.

Abstract translation: 用于管理客户联络中心的交互的系统和方法。 联络中心处理器接收请求以预留用于处理交互的联络中心资源。 处理器还接收有关交互的数据。 处理器基于接收到的数据来识别用于路由交互的路由点。 路由点与由客户而不是联络中心控制的路由逻辑相关联。 处理器将交互路由到所识别的路由点，以便客户控制交互的路由。

公开(公告)号：US20150319302A1

公开(公告)日：2015-11-05

申请号：US14797037

申请日：2015-07-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Nikolay A. Anisimov ,  Vladimir Mezhibovsky ,  Brian Galvin

IPC: H04M3/493 ,  G06Q30/00 ,  G06F17/30

CPC classification number: H04M3/493 ,  G06F17/30882 ,  G06Q10/0633 ,  G06Q10/10 ,  G06Q30/016

Abstract: A system for assembling a business process or a portion thereof includes a rules base containing executable rules and defined business process elements, a workflow orchestration engine, and at least one interface available to a process beneficiary. Information known about and or provided by a process beneficiary interacting with the at least one interface is used to execute one or more of the rules causing assembly of a new business process or a portion thereof according to workflow orchestration rules the new or modified process directing servicing of the process beneficiary accordingly.

Abstract translation: 用于组合业务流程或其一部分的系统包括包含可执行规则和定义的业务流程元素的规则库，工作流编排引擎以及可用于流程受益者的至少一个界面。 用于与由至少一个接口进行交互的过程受益人知道和提供的信息用于执行导致组装新业务流程或其部分的一个或多个规则，根据工作流编排规则，新的或修改的过程指导服务 的相关受益人。

公开(公告)号：US08995644B2

公开(公告)日：2015-03-31

申请号：US13668048

申请日：2012-11-02

Applicant: Genesys Telecommunications Laboratories, Inc.

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

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

CPC classification number: H04M3/5232 ,  H04M3/5141 ,  H04M3/5231

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.

Abstract translation: 一种用于根据客户可用性信息建立客户联络中心代理与客户之间的联系的系统和方法。 可以用于与客户通信的多个通信信道由联络中心监视。 为多个通信信道中的每一个识别客户的可用性，并且针对多个通信信道中的每一个动态地调整用户可用性数据。 用户可用性数据被提供给处理例如涉及客户的离线任务的联络中心代理。 联络中心代理可以使用可用性数据与客户建立联系，以更好地处理离线任务。

公开(公告)号：US20140334614A1

公开(公告)日：2014-11-13

申请号：US14341572

申请日：2014-07-25

Applicant: Alcatel Lucent ,  Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Jerome Saint-Marc

IPC: H04M3/493 ,  H04M3/51 ,  H04W4/12

CPC classification number: H04M3/4936 ,  H04M3/42382 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2203/254 ,  H04M2203/651 ,  H04W4/12

Abstract: A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.

Abstract translation: 用于向呼叫者发送选择的方法具有以下步骤：（a）使用通信设备与呼叫者通过语音进行交互; （b）在交互中遇到一个点，以便向呼叫者提供两个或多个选项之间的选择; （c）确定呼叫者的通信设备是否能够接收文本消息; （d）选择包含选项的兼容文本消息; （e）将文本消息的文本消息目的地地址与呼叫者的设备相关联; 和（f）将文本消息发送到呼叫者的设备。 互动可能是通过IVR或活的代理。

公开(公告)号：US20140140498A1

公开(公告)日：2014-05-22

申请号：US13681417

申请日：2012-11-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04M3/523

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.

Abstract translation: 用于将联络中心中的活动路由到联络中心代理的方法包括：由处理器同时选择N个活动，其中N是大于1的整数; 由处理器同时识别N个联络中心代理; 由所述处理器识别与所述N个活动和所述N个联络中心代理相关联的一组或多组偏好; 基于一组或多组偏好，由处理器匹配N个活动和N个联络中心代理; 以及由处理器将N个活动中的一个或多个路由到匹配的联络中心代理。

公开(公告)号：US20140140495A1

公开(公告)日：2014-05-22

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: H04M3/523

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。