公开(公告)号：US10007919B2

公开(公告)日：2018-06-26

申请号：US14588407

申请日：2014-12-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Juergen Tolksdorf ,  Christopher Connolly ,  Charlotte Toerck ,  Merijn te Booij ,  Herbert Willi Artur Ristock ,  Robert Kassel ,  John Keyes

IPC: H04M3/00 ,  H04M5/00 ,  G06Q30/00

CPC classification number: G06Q30/016

Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

公开(公告)号：US20180300732A1

公开(公告)日：2018-10-18

申请号：US16014951

申请日：2018-06-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Juergen Tolksdorf ,  Christopher Connolly ,  Charlotte Toerck ,  Merijn te Booij ,  Herbert Willi Artur Ristock ,  Robert Kassel ,  John Keyes

IPC: G06Q30/00

Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

公开(公告)号：US20160189164A1

公开(公告)日：2016-06-30

申请号：US14588407

申请日：2014-12-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Juergen Tolksdorf ,  Christopher Connolly ,  Charlotte Toerck ,  Merijn te Booij ,  Herbert Willi Artur Ristock ,  Robert Kassel

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

Abstract translation: 用于管理客户交互的方法包括：接收与客户承载的电子通信设备和位于与客户联络中心相关联的物理设备的第一位置的第一邻近设备之间的接近度的第一邻近信息; 创建包括对应于所述第一邻近信息的数据的交互对象; 由处理器接收与位于第二位置的电子通信设备和第二接近设备之间的接近度相关的第二邻近信息; 修改所述交互对象以包括对应于所述第二邻近信息的数据; 将所述交互对象存储在第一数据存储设备中，其中还存储所述客户与客户联络中心的资源之间的联系中心交互的数据; 以及检索所述交互对象的存储数据和所述联系中心交互的数据，用于基于所检索的数据生成输出。