公开(公告)号：WO2011106139A1

公开(公告)日：2011-09-01

申请号：PCT/US2011/023705

申请日：2011-02-04

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  SAINT-MARC, Jerome ,  MEZHIBOVSKY, Vladimir

Inventor： SAINT-MARC, Jerome ,  MEZHIBOVSKY, Vladimir

IPC: H04M3/42 ,  H04M3/493

CPC classification number: H04M3/4936 ,  H04M3/42382 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2203/254 ,  H04M2203/651 ,  H04W4/12

Abstract: A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.

Abstract translation: 用于向呼叫者发送选择的方法具有以下步骤：（a）使用通信设备通过语音与呼叫者进行交互; （b）在互动中遇到一个要点，提供两个或多个选项之间的选择; （c）确定呼叫者的通信设备是否能够接收文本消息; （d）选择包含选项的兼容文本消息; （e）将文本消息的文本消息目的地地址与呼叫者的设备相关联; 和（f）将文本消息发送到呼叫者的设备。 互动可能是通过IVR或活的代理。

公开(公告)号：WO2017173164A1

公开(公告)日：2017-10-05

申请号：PCT/US2017/025176

申请日：2017-03-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikilay ,  RISTOCK, Herbert

Inventor： MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikilay ,  RISTOCK, Herbert

IPC: H04M3/48

Abstract: A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.

Abstract translation: 系统包括处理器和存储器。 存储器存储指令，所述指令在由处理器执行时使处理器接收对与代理设备的交互的请求。 处理器响应于对交互的请求来确定客户的耐心时间阈值。 处理器建议基于耐心时间阈值一次返回交互，并且基于确定结果由代理设备执行返回交互。

公开(公告)号：WO2014093729A1

公开(公告)日：2014-06-19

申请号：PCT/US2013/074838

申请日：2013-12-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ALEKSIN, Sergey ,  KOCHARLAKOTA, Viswanath ,  BABYAK, Denys ,  FYLYPENKO, Oleg ,  GATTO, Alan ,  KINGSTON, Annie ,  COTTLE, Dean ,  YEGGONI, Ramamohan ,  SAINT-MARC, Jerome ,  TE BOOIJ, Merijn ,  BARANOVSKY, Vladislav ,  MEZHIBOVSKY, Vladimir ,  BRAZHNK, Anton ,  DUCLOS, Gregory, Jacob ,  ANDERSON, Dave, H. ,  GARCIA, Ernesto, Garcia ,  JAMES, William, Edward ,  HEMERLRIJK, Sonja, Hoffman

IPC: G06Q30/02 ,  H04W4/02

CPC classification number: G06Q30/02 ,  H04L67/306 ,  H04M3/51 ,  H04M3/5141 ,  H04M2201/42 ,  H04M2203/2038 ,  H04M2207/18 ,  H04W4/02

Abstract: A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.

Abstract translation: 提供了一种用于通过移动设备上的移动应用提供联络中心服务的系统和方法。 监控发送到联络中心的服务请求的状态。 当检测到状态改变时，通知被自动发送到移动应用。 响应于该通知，从移动应用程序接收到交互请求。 交互请求标识服务请求。 响应于接收到交互请求，识别处理服务请求的一方。 被邀请被邀请与移动设备进行互动。

公开(公告)号：WO2018035501A1

公开(公告)日：2018-02-22

申请号：PCT/US2017/047685

申请日：2017-08-18

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikolay ,  TERYOSHIN, Vitaliy ,  DUCLOS, Gregory ,  RISTOCK, Herbert

IPC: H04M3/42

CPC classification number: H04M3/5231 ,  H04M3/5175 ,  H04M3/5232 ,  H04M3/5237

Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

Abstract translation:

一个系统包括一个路由器将呼叫路由到代理站，处理器和存储器。 存储器存储指令，所述指令在由处理器执行时使处理器将呼叫识别为回叫，如果呼叫是回叫，则在与路由器相同的站点处识别可用代理站，并且与可用代理建立回叫 站点与启动回调的路由器位于同一站点。

公开(公告)号：WO2014071252A1

公开(公告)日：2014-05-08

申请号：PCT/US2013/068164

申请日：2013-11-01

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： RISTOCK, Herbert, Will Artur ,  MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikolay

IPC: G06F15/16

CPC classification number: H04M3/5232 ,  H04M3/5141 ,  H04M3/5231

Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.

Abstract translation: 一种用于根据客户可用性信息建立客户联络中心代理与客户之间的联系的系统和方法。 可以用于与客户通信的多个通信信道由联络中心监视。 为多个通信信道中的每一个识别客户的可用性，并且针对多个通信信道中的每一个动态地调整用户可用性数据。 用户可用性数据被提供给处理例如涉及客户的离线任务的联络中心代理。 联络中心代理可以使用可用性数据与客户建立联系，以更好地处理离线任务。

公开(公告)号：WO2012174003A2

公开(公告)日：2012-12-20

申请号：PCT/US2012/042072

申请日：2012-06-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikolay ,  RISTOCK, Herbert

Inventor： MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikolay ,  RISTOCK, Herbert

CPC classification number: G06Q10/1095 ,  G06Q10/00 ,  G06Q10/06314 ,  G06Q10/1093 ,  H04L51/046 ,  H04L51/20 ,  H04L65/4007 ,  H04L67/10 ,  H04L67/18

Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

Abstract translation: 用于会议启动的网络连接的服务器具有从非暂时物理介质在服务器上执行的软件，该软件提供允许用户安排会议和配置可用性条件的功能，用于向预定的参与者通知预定的会议 用于从与预定参与者相关联的通信设备接收预定会议的可用性的指示的功能，以及用于在满足配置的可用性条件时连接通信设备进行通信的功能。

公开(公告)号：WO2017008052A1

公开(公告)日：2017-01-12

申请号：PCT/US2016/041623

申请日：2016-07-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： RISTOCK, Herbert Willi Artur ,  TE BOOIJ, Merijn ,  MEZHIBOVSKY, Vladimir ,  ANDERSON, David ,  PETROVYKH, Yevgeniy

IPC: G06Q30/02 ,  H04M3/51

CPC classification number: H04M3/5235 ,  G06Q30/01 ,  G06Q30/0617

Abstract: A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.

Abstract translation: 系统包括联络中心，以提供消费者和联络中心的代理工作站之间的交互，消费者通过第三方市场与供应商进行交易。 数据库存储有关消费者，供应商和市场之间关系的信息。 联络中心根据关系将消费者路由到代理工作站。

公开(公告)号：WO2016033371A1

公开(公告)日：2016-03-03

申请号：PCT/US2015/047271

申请日：2015-08-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： RISTOCK, Herbert Willi Artur ,  TE BOOIJ, Merijn ,  RIAHI, Akbar ,  MEZHIBOVSKY, Vladimir ,  GOPALLA, Kentis

IPC: H04M3/51

CPC classification number: H04M3/5235 ,  H04M3/5232 ,  H04M2203/408

Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.

Abstract translation: 用于管理客户联络中心的交互的系统和方法。 联络中心处理器接收请求以预留用于处理交互的联络中心资源。 处理器还接收有关交互的数据。 处理器基于接收到的数据来识别用于路由交互的路由点。 路由点与由客户而不是联络中心控制的路由逻辑相关联。 处理器将交互路由到所识别的路由点，以便客户控制交互的路由。

公开(公告)号：WO2014078874A1

公开(公告)日：2014-05-22

申请号：PCT/US2013/070851

申请日：2013-11-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： RISTOCK, Herbert, Willi, Artur ,  MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikolay ,  TERYOSHIN, Vitaliy

IPC: G06F17/00

CPC classification number: H04M3/5233 ,  G06Q10/06

Abstract: A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.

Abstract translation: 将联络中心中的活动路由到联络中心代理的方法包括：识别要路由到联络中心代理的活动; 识别用于处理活动的一个或多个参数; 识别一个或多个联络中心代理; 检索所识别的一个或多个联络中心代理的偏好设置; 基于所识别的一个或多个参数和所检索的偏好设置，将活动路由到所识别的联络中心代理之一。

公开(公告)号：WO2011097099A2

公开(公告)日：2011-08-11

申请号：PCT/US2011/022610

申请日：2011-01-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  RISTOCK, Herbert ,  MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikolay

Inventor： RISTOCK, Herbert ,  MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikolay

IPC: H04M3/00

CPC classification number: H04M3/5141 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2201/38 ,  H04M2203/408 ,  H04M2242/22

Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

Abstract translation: 呼叫中心系统具有从机器可读介质执行软件（SW）的计算机化服务器，用于收集关于传入事务的数据的SW的数据收集功能，数据处理功能，其耦合到数据收集引擎并且能够处理 针对一组业务规则收集的数据，数据处理功能确定进入事务中的各个事务的优先级，以及能够将由数据处理功能确定的优先级指示分发给代理可访问的一个或多个呈现接口的分发功能 在代理人关联交易所在的时间或之后。