公开(公告)号：US20150326723A1

公开(公告)日：2015-11-12

申请号：US14802969

申请日：2015-07-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Bhanu Prasad Suravarapu ,  Gregory Jacob Duclos ,  David H. Anderson ,  Jean-Marc Taillant ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M3/523

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.

Abstract translation: 本发明的实施例涉及用于处理来自客户的交互请求的系统和方法。 计算机系统通过数据通道从客户可访问的最终用户设备接收对交互的请求。 该请求包括来自在移动设备上运行的应用的数据。 基于数据从接入号码池识别接入号码，并且保留所识别的接入号码。 所识别的接入号码通过数据信道发送到最终用户设备。 响应于所识别的接入号码的发送，从电话设备接收到接入号码的呼叫。 响应于该呼叫，与电话设备建立语音媒体会话。

公开(公告)号：US09088656B2

公开(公告)日：2015-07-21

申请号：US13776702

申请日：2013-02-25

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Bhanu Prasad Suravarapu ,  Gregory Jacob Duclos ,  David H. Anderson ,  Jean-Marc Taillant ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M3/42 ,  H04L12/66 ,  H04M3/51 ,  H04W4/16 ,  G06Q30/00 ,  H04M3/523 ,  H04W4/02

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.

Abstract translation: 本发明的实施例涉及用于处理来自客户的交互请求的系统和方法。 计算机系统通过数据通道从客户可访问的最终用户设备接收对交互的请求。 该请求包括来自在移动设备上运行的应用的数据。 基于数据从接入号码池识别接入号码，并且保留所识别的接入号码。 所识别的接入号码通过数据信道发送到最终用户设备。 响应于所识别的接入号码的发送，从电话设备接收到接入号码的呼叫。 响应于该呼叫，与电话设备建立语音媒体会话。

公开(公告)号：US20140321634A1

公开(公告)日：2014-10-30

申请号：US14328685

申请日：2014-07-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladislav Baranovsky ,  Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Gregory Jacob Duclos ,  David H. Anderson ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M3/51

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。

公开(公告)号：US10171669B2

公开(公告)日：2019-01-01

申请号：US15846105

申请日：2017-12-18

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

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：US20180205829A1

公开(公告)日：2018-07-19

申请号：US15923908

申请日：2018-03-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

IPC: H04M3/523 ,  H04L29/06 ,  G06F9/50 ,  H04M3/42

CPC classification number: H04M3/5237 ,  G06F9/5072 ,  H04L65/1006 ,  H04L65/1036 ,  H04L65/1046 ,  H04L65/1069 ,  H04L65/1073 ,  H04M3/42008 ,  H04M3/42221

Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

公开(公告)号：US09531878B2

公开(公告)日：2016-12-27

申请号：US14802969

申请日：2015-07-17

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Bhanu Prasad Suravarapu ,  Gregory Jacob Duclos ,  David H. Anderson ,  Jean-Marc Taillant ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  H04W4/16 ,  G06Q30/00 ,  H04M3/22 ,  H04M3/493 ,  H04W4/02

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.

公开(公告)号：US09160855B2

公开(公告)日：2015-10-13

申请号：US14328685

申请日：2014-07-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladislav Baranovsky ,  Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Gregory Jacob Duclos ,  David H. Anderson ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04W4/16 ,  G06Q30/00 ,  H04M3/523 ,  H04W4/02

CPC classification number: H04M3/5231 ,  G06Q30/016 ,  H04L61/2061 ,  H04M3/2218 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04W4/02 ,  H04W4/16 ,  H04W4/20

Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

Abstract translation: 用于处理交互请求的系统和方法包括计算机系统，其通过数据信道从客户可访问的最终用户设备接收对交互的请求。 请求包括来自最终用户设备上运行的应用程序的数据。 数据由计算机系统收到后存储。 当接收到来自客户可访问的电话设备的语音呼叫时，通过语音信道与电话设备建立语音媒体会话。 基于与语音呼叫相关联的信息来识别数据。 进一步识别联络中心资源用于路由语音呼叫。 数据附加到将呼叫路由到所识别的联络中心资源的请求。

公开(公告)号：US10122858B2

公开(公告)日：2018-11-06

申请号：US15483981

申请日：2017-04-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladislav Baranovsky ,  Vladimir Mezhibovsky ,  Anton Brazhnyk ,  Gregory Jacob Duclos ,  David H. Anderson ,  Ernesto Garcia Garcia ,  William Edward James ,  Sonja Hoffman Hemelrijk ,  Bhanu Prasad Suravarapu ,  Jean-Marc Taillant

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04W4/20 ,  H04L29/12 ,  H04M3/42

Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

公开(公告)号：US20160036983A1

公开(公告)日：2016-02-04

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: H04M3/523

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.

Abstract translation: 一种用于在联络中心增强交互处理的系统和方法，包括基于适应性业务目标的路由交互。 处理器检测与客户的未决交互。 处理器响应于检测到未决交互而识别联络中心的第一和第二目标，其中第一目标被识别为比第二目标对联络中心更重要。 处理器识别用于处理第一目标的第一代理，并且确定在实现第一目标时第一代理成功的可能性。 处理器识别用于处理第二目标的第二代理，并且确定第二代理程序在实现第二目标中成功的可能性。 在第二代理人实现第二目标成功的可能性高于由第一代理实现第一目标成功的可能性的情况下，处理器发送指令以将待决交互路由到第二代理。 处理器还提示第二代理人追求第二个目标。

公开(公告)号：US20160036982A1

公开(公告)日：2016-02-04

申请号：US14450194

申请日：2014-08-01

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M3/523 ,  G06Q10/04

CPC classification number: H04M3/5233 ,  G06Q10/04

Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.

Abstract translation: 用于在联络中心增强交互处理的系统和方法，包括动态地确定客户分段。 处理器检测与客户的未决交互。 响应于检测待处理的交互，处理器检索客户所属的第一客户段的标识。 第一个客户群与联络中心的第一个目标相关联。 处理器预测未决交互的结果，并根据预测结果识别第二客户细分。 处理器将客户重新关联到第二客户区段，其中第二客户区段与不同于第一业务目标的联络中心的第二目标相关联。 处理器根据第二个目标而不是第一个目标处理待决的交互。