公开(公告)号：US10673954B2

公开(公告)日：2020-06-02

申请号：US15176400

申请日：2016-06-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Daniel Stewart Stoops ,  Lizanne Kaiser ,  Cliff W. Bell

IPC: H04L29/08 ,  H04L29/06 ,  H04M3/523

Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.

公开(公告)号：US10277478B2

公开(公告)日：2019-04-30

申请号：US15176502

申请日：2016-06-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Daniel Stewart Stoops ,  Lizanne Kaiser ,  Cliff W. Bell

IPC: H04L12/24

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

公开(公告)号：US20170359421A1

公开(公告)日：2017-12-14

申请号：US15176400

申请日：2016-06-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Daniel Stewart Stoops ,  Lizanne Kaiser ,  Cliff W. Bell

IPC: H04L29/08

Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.

公开(公告)号：US20160182720A1

公开(公告)日：2016-06-23

申请号：US14577879

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Lizanne Kaiser ,  Cliff Bell ,  Daniel Stoops ,  Herbert Willi Artur Ristock ,  James Kraeutler

IPC: H04M3/51 ,  H04M3/523

CPC classification number: G06Q30/0246 ,  G06Q10/109 ,  G06Q10/1093 ,  G06Q30/01 ,  G06Q30/0256 ,  G06Q30/0264 ,  G06Q30/0277 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2203/402

Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.

Abstract translation: 系统和方法包括企业的客户参与平台。 客户参与平台被配置为与受众计算机连接并向观众提供与营销归属相关联的联系信息。 营销归因伴随着给观众电脑的印象。 与企业进行互动时，将与联系信息相关联的印象和营销归属信息发送给客户参与平台。

公开(公告)号：US20190207829A1

公开(公告)日：2019-07-04

申请号：US16298404

申请日：2019-03-11

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Daniel Stewart Stoops ,  Lizanne Kaiser ,  Cliff W. Bell

IPC: H04L12/24

CPC classification number: H04L41/5061 ,  H04L41/0686

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

公开(公告)号：US10152727B2

公开(公告)日：2018-12-11

申请号：US15345362

申请日：2016-11-07

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Lizanne Kaiser ,  Cliff Bell ,  Daniel Stoops ,  Herbert Willi Artur Ristock ,  James Kraeutler

IPC: H04M3/00 ,  H04M5/00 ,  G06Q30/02 ,  H04M3/51 ,  H04M3/523 ,  G06Q10/10 ,  G06Q30/00

Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.

公开(公告)号：US09491294B2

公开(公告)日：2016-11-08

申请号：US14577879

申请日：2014-12-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Lizanne Kaiser ,  Cliff Bell ,  Daniel Stoops ,  Herbert Willi Artur Ristock ,  James Kraeutler

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/51 ,  H04M3/523

CPC classification number: G06Q30/0246 ,  G06Q10/109 ,  G06Q10/1093 ,  G06Q30/01 ,  G06Q30/0256 ,  G06Q30/0264 ,  G06Q30/0277 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2203/402

Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.

Abstract translation: 系统和方法包括企业的客户参与平台。 客户参与平台被配置为与受众计算机连接并向观众提供与营销归属相关联的联系信息。 营销归因伴随着给观众电脑的印象。 与企业进行互动时，将与联系信息相关联的印象和营销归属信息发送给客户参与平台。

公开(公告)号：US10812347B2

公开(公告)日：2020-10-20

申请号：US16298404

申请日：2019-03-11

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Daniel Stewart Stoops ,  Lizanne Kaiser ,  Cliff W. Bell

IPC: H04L12/24

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

公开(公告)号：US20170359232A1

公开(公告)日：2017-12-14

申请号：US15176502

申请日：2016-06-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Daniel Stewart Stoops ,  Lizanne Kaiser ,  Cliff W. Bell

IPC: H04L12/24 ,  H04L29/06

CPC classification number: H04L41/5061 ,  H04L41/0686

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

公开(公告)号：US20170140420A1

公开(公告)日：2017-05-18

申请号：US15345362

申请日：2016-11-07

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Lizanne Kaiser ,  Cliff Bell ,  Daniel Stoops ,  Herbert Willi Artur Ristock ,  James Kraeutler

IPC: G06Q30/02 ,  H04M3/51 ,  H04M3/523 ,  G06Q10/10 ,  G06Q30/00

CPC classification number: G06Q30/0246 ,  G06Q10/109 ,  G06Q10/1093 ,  G06Q30/01 ,  G06Q30/0256 ,  G06Q30/0264 ,  G06Q30/0277 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2203/402

Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.