公开(公告)号：US20180084111A1

公开(公告)日：2018-03-22

申请号：US15272304

申请日：2016-09-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vincent Pirat ,  Clement Choel ,  Christian Jacolot ,  Vasudev Ramanujaiaha ,  Christopher Connolly ,  Herbert Willi Artur Ristock

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/58 ,  H04M7/0024

Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.

公开(公告)号：US10469664B2

公开(公告)日：2019-11-05

申请号：US15272304

申请日：2016-09-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vincent Pirat ,  Clement Choel ,  Christian Jacolot ,  Vasudev Ramanujaiaha ,  Christopher Connolly ,  Herbert Willi Artur Ristock

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/58 ,  H04M7/00 ,  H04L12/66

Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.

公开(公告)号：US09762733B1

公开(公告)日：2017-09-12

申请号：US15272312

申请日：2016-09-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vasudev Ramanujaiaha ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Vincent Pirat ,  Clement Choel ,  Christian Jacolot

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5183 ,  H04M3/42068 ,  H04M3/5158 ,  H04M3/5166 ,  H04M2201/60 ,  H04M2203/408

Abstract: A system for recommending a communication medium for interacting with a customer of a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: detect a first interaction via a first medium with the customer; identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer; for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.