公开(公告)号：US11620656B2

公开(公告)日：2023-04-04

申请号：US17241673

申请日：2021-04-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Seamus Hayes ,  Anthony Bates ,  Angelo Cicchitto

IPC: G06Q30/00 ,  G06Q30/02 ,  G06F21/62 ,  H04M3/523 ,  G06Q30/016 ,  G06Q30/0201

Abstract: A method related to customers orchestrating engagements with service providers. The method includes providing, by a facilitator entity, a customer journey orchestration service that includes: service providers affiliated with the customer journey orchestration service; a virtual datacenter in which cloud-based applications and databases are operably linked to communication devices of the customers and to the affiliated services providers; customer interface portals for enabling the customers to interact with the virtual datacenter, each customer interface portal being associated with a specific customer; and a customer profile database that stores customer profiles corresponding to respective ones of the customers. The method further includes configuring, by the facilitator entity, an account of the customer for participation in the customer journey orchestration service. The method further includes orchestrating, by the facilitator entity, a current engagement relating to a plurality of the preferred service providers.