公开(公告)号：US10701206B2

公开(公告)日：2020-06-30

申请号：US15201246

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat Irner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: G06F3/0484 ,  H04M3/51 ,  H04L29/06 ,  G06F3/0481

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US20180004375A1

公开(公告)日：2018-01-04

申请号：US15201246

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat Irner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: G06F3/0484 ,  G06F3/0481 ,  H04M3/51 ,  H04M3/523

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US20180007081A1

公开(公告)日：2018-01-04

申请号：US15201261

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat lrner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L63/1441 ,  H04L63/0428 ,  H04L63/06 ,  H04L63/062 ,  H04L63/0861 ,  H04L63/1466 ,  H04L63/18 ,  H04W12/00514 ,  H04W12/06

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US20160247165A1

公开(公告)日：2016-08-25

申请号：US14629474

申请日：2015-02-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Andriy V. Ryabchun ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock ,  Bharath Aravamudhan ,  Conor McGann ,  Anand Pai Krishnanand Nitin ,  Bohdan Klepar ,  Gordon Bell ,  Francisco Gutierrez ,  Josef Eric Eisner ,  Stanislav Lypchanskyy

IPC: G06Q30/00 ,  G06Q30/02

CPC classification number: G06Q30/016 ,  G06Q30/0201

Abstract: A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.

Abstract translation: 一种用于制作订婚提供的系统和方法。 处理器监视浏览网站的用户的导航路径。 处理器在跟随导航路径时在用户所达到的第一网页上提供与用户的接合。 处理器监视用户对于参与的提议的反应，并且在遍历导航路径的同时更新与用户遇到的第二网页相关联的标签数据。 标签数据根据用户对参与报价的反应进行更新。

公开(公告)号：US10127321B2

公开(公告)日：2018-11-13

申请号：US14629481

申请日：2015-02-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Bharath Aravamudhan ,  Conor McGann ,  Anand Pai Krishnanand Nitin ,  Bohdan Klepar ,  Andriy V. Ryabchun ,  Gordon Bell ,  Francisco Gutierrez ,  Josef Eric Eisner ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock ,  Stanislav Lypachanskyy

IPC: G06F17/30

Abstract: A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.

公开(公告)号：US20180063327A1

公开(公告)日：2018-03-01

申请号：US15253759

申请日：2016-08-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Josef Eric Eisner ,  David Beilis ,  Herbert Willi Artur Ristock

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5183 ,  H04M3/42221 ,  H04M3/5133 ,  H04M3/5175 ,  H04M7/0024 ,  H04M7/003 ,  H04M2203/556

Abstract: A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.

公开(公告)号：US20180053125A1

公开(公告)日：2018-02-22

申请号：US15796542

申请日：2017-10-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  Alcatel-Lucent USA, Inc.

Inventor： Ramesh V. Pattabhiraman ,  Andriy Vladimirovich Ryabchun ,  Geeta Chauhan ,  Josef Eric Eisner

IPC: G06Q10/06

CPC classification number: G06Q10/06 ,  G06Q10/063116 ,  G06Q10/10

Abstract: An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

公开(公告)号：US10382475B2

公开(公告)日：2019-08-13

申请号：US15201261

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat Irner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: H04L29/06 ,  H04W12/06 ,  H04W12/00

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US20180063328A1

公开(公告)日：2018-03-01

申请号：US15253798

申请日：2016-08-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Josef Eric Eisner ,  David Beilis ,  Herbert Willi Artur Ristock

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5232 ,  H04M7/0024 ,  H04M7/003 ,  H04M2203/556

Abstract: A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.

公开(公告)号：US10373171B2

公开(公告)日：2019-08-06

申请号：US14629474

申请日：2015-02-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Andriy V. Ryabchun ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock ,  Bharath Aravamudhan ,  Conor McGann ,  Anand Pai Krishnanand Nitin ,  Bohdan Klepar ,  Gordon Bell ,  Francisco Gutierrez ,  Josef Eric Eisner ,  Stanislav Lypchanskyy

IPC: G06Q30/00 ,  G06Q30/02

Abstract: A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.