公开(公告)号：US20180337875A1

公开(公告)日：2018-11-22

申请号：US15717509

申请日：2017-09-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Andrea Friio ,  Bruce Eidsvik

IPC: H04L12/58 ,  H04L29/08 ,  G06Q10/10 ,  G06N5/04 ,  G06Q50/14

CPC classification number: H04L51/046 ,  G06N3/084 ,  G06N5/04 ,  G06N5/045 ,  G06N20/20 ,  G06Q10/1093 ,  G06Q50/14 ,  H04L51/14 ,  H04L67/10 ,  H04L67/1097 ,  H04L67/141 ,  H04L67/22 ,  H04L67/28 ,  H04L67/40

Abstract: A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.

公开(公告)号：US10554595B2

公开(公告)日：2020-02-04

申请号：US15717509

申请日：2017-09-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Andrea Friio ,  Bruce Eidsvik

IPC: H04L12/58 ,  H04L29/08 ,  G06Q50/14 ,  G06Q10/10 ,  G06N5/04

Abstract: A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.