公开(公告)号：US10007919B2

公开(公告)日：2018-06-26

申请号：US14588407

申请日：2014-12-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Juergen Tolksdorf ,  Christopher Connolly ,  Charlotte Toerck ,  Merijn te Booij ,  Herbert Willi Artur Ristock ,  Robert Kassel ,  John Keyes

IPC: H04M3/00 ,  H04M5/00 ,  G06Q30/00

CPC classification number: G06Q30/016

Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

公开(公告)号：US20180300732A1

公开(公告)日：2018-10-18

申请号：US16014951

申请日：2018-06-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Juergen Tolksdorf ,  Christopher Connolly ,  Charlotte Toerck ,  Merijn te Booij ,  Herbert Willi Artur Ristock ,  Robert Kassel ,  John Keyes

IPC: G06Q30/00

Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.