公开(公告)号：US09888123B2

公开(公告)日：2018-02-06

申请号：US15431308

申请日：2017-02-13

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Michael Rybachenko ,  Ivan Lysiuk

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5235 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/14 ,  H04M2201/16

Abstract: A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.

公开(公告)号：US09883038B2

公开(公告)日：2018-01-30

申请号：US15390411

申请日：2016-12-23

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

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

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

Abstract: 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

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Timothy R. Segall ,  Boris Greenberg

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

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

Abstract: 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：US20180013892A1

公开(公告)日：2018-01-11

申请号：US15714869

申请日：2017-09-25

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Paul SEGRE ,  Gordon BELL ,  Brian BISCHOFF ,  Donald HUOVINEN ,  Herbert Willi Artur RISTOCK

IPC: H04M3/523 ,  H04L29/08

Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

公开(公告)号：US20180013890A1

公开(公告)日：2018-01-11

申请号：US15714913

申请日：2017-09-25

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Matthew J. Surridge ,  Andrew T.C. Verrall ,  Cameron David Smith ,  Gregory J. Hedges ,  Merijn te Booij

IPC: H04M3/51 ,  G06Q10/06 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06Q10/063112 ,  H04M3/5233 ,  H04M2203/401

Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.

公开(公告)号：US20180007081A1

公开(公告)日：2018-01-04

申请号：US15201261

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat lrner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L63/1441 ,  H04L63/0428 ,  H04L63/06 ,  H04L63/062 ,  H04L63/0861 ,  H04L63/1466 ,  H04L63/18 ,  H04W12/00514 ,  H04W12/06

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US09857936B2

公开(公告)日：2018-01-02

申请号：US15243857

申请日：2016-08-22

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen

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

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

Abstract: 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：US20170366669A1

公开(公告)日：2017-12-21

申请号：US15694009

申请日：2017-09-01

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vitaly Y. Barinov

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/5183 ,  H04M2203/402

Abstract: 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：US09848084B2

公开(公告)日：2017-12-19

申请号：US14450195

申请日：2014-08-01

Applicant: Genesys Telecommunications Laboratories, Inc.

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

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

CPC classification number: H04M3/5233 ,  G06Q30/0281 ,  H04M2203/402 ,  H04M2203/404

Abstract: 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

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： 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: G06F17/20 ,  G06F17/30 ,  G06F11/34

CPC classification number: G06F17/30424 ,  G06F11/3072 ,  G06F11/3409 ,  G06F11/3476 ,  G06F17/30289 ,  G06F17/40

Abstract: 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.