公开(公告)号：US09979823B2

公开(公告)日：2018-05-22

申请号：US15250323

申请日：2016-08-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Theodore Wallace Mitchell ,  Christopher John Decker ,  Daniel S. Stoops

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/22 ,  H04L12/58 ,  H04W4/14

CPC classification number: H04M3/5191 ,  H04L12/1895 ,  H04L51/14 ,  H04L51/30 ,  H04M3/2281 ,  H04M3/5158 ,  H04W4/14

Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

公开(公告)号：US20180270353A1

公开(公告)日：2018-09-20

申请号：US15982539

申请日：2018-05-17

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Theodore Wallace Mitchell ,  Christopher John Decker ,  Daniel S. Stoops

IPC: H04M3/51 ,  H04W4/14 ,  H04L12/58 ,  H04M3/22

CPC classification number: H04M3/5191 ,  H04L12/1895 ,  H04L51/14 ,  H04L51/30 ,  H04M3/2281 ,  H04M3/5158 ,  H04M2203/2072 ,  H04W4/14

Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

公开(公告)号：US10264126B2

公开(公告)日：2019-04-16

申请号：US15982539

申请日：2018-05-17

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Theodore Wallace Mitchell ,  Christopher John Decker ,  Daniel S. Stoops

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04L12/58 ,  H04M3/22 ,  H04W4/14 ,  H04L12/18

Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

公开(公告)号：US20180063329A1

公开(公告)日：2018-03-01

申请号：US15250323

申请日：2016-08-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Theodore Wallace Mitchell ,  Christopher John Decker ,  Daniel S. Stoops

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04L12/1895 ,  H04L51/14 ,  H04L51/30 ,  H04M3/2281 ,  H04M3/5158 ,  H04W4/14

Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.