公开(公告)号：US20170126891A1

公开(公告)日：2017-05-04

申请号：US15351401

申请日：2016-11-14

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick MacKey ,  Arne Stoertenbecker

IPC: H04M3/523 ,  H04M3/51 ,  H04L12/58 ,  H04M3/42 ,  H04L29/08

CPC classification number: H04M3/5232 ,  H04L51/32 ,  H04L67/306 ,  H04L67/325 ,  H04M3/42068 ,  H04M3/5191

Abstract: A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

公开(公告)号：US10142477B2

公开(公告)日：2018-11-27

申请号：US15351401

申请日：2016-11-14

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick Mackey ,  Arne Stoertenbecker

IPC: H04M3/523 ,  H04L29/08 ,  H04L12/58 ,  H04M3/42 ,  H04M3/51

Abstract: A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

公开(公告)号：US09300482B2

公开(公告)日：2016-03-29

申请号：US13708921

申请日：2012-12-07

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Arne Stoertenbecker

IPC: G06F15/16 ,  H04L12/18 ,  H04L12/58

CPC classification number: H04L12/1822 ,  H04L51/32

Abstract: A method for engaging in cross-channel communication between an agent and a user of a contact center, the method including: engaging the user in a first communication session via a first communication channel; providing the user a link to a second communication channel; receiving actuation of the link; retrieving data associated with the first communication session in response to actuation of the link; and engaging the user in a second communication session via the second communication channel, wherein the second communication session is associated with the retrieved data associated with the first communication session.

Abstract translation: 一种用于在代理和联络中心的用户之间进行跨渠道通信的方法，所述方法包括：经由第一通信信道使用户接合第一通信会话; 向用户提供到第二通信信道的链路; 接收链路的致动; 响应于所述链路的致动，检索与所述第一通信会话相关联的数据; 以及经由所述第二通信信道使所述用户参与第二通信会话，其中所述第二通信会话与所述检索到的与所述第一通信会话相关联的数据相关联。