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    System and method for routing interactions for a contact center based on intelligent and dynamic routing considerations
    1.
    发明授权
    System and method for routing interactions for a contact center based on intelligent and dynamic routing considerations 有权

    公开(公告)号：US10171669B2

    公开(公告)日：2019-01-01

    申请号：US15846105

    申请日：2017-12-18

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Nikolay Korolev ,  Herbert Willi Artur Ristock ,  David H. Anderson ,  Todd Hollenberg ,  Bradley Krug ,  Charlotte Toerck

    IPC: H04M3/00 ,  H04M3/523 ,  G06Q30/02

    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.

    ADAPTABLE BUSINESS OBJECTIVE ROUTING FOR A CONTACT CENTER
    6.
    发明申请
    ADAPTABLE BUSINESS OBJECTIVE ROUTING FOR A CONTACT CENTER 有权
    适应业务联络中心的目标路由

    公开(公告)号：US20160036983A1

    公开(公告)日：2016-02-04

    申请号：US14450195

    申请日：2014-08-01

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Nikolay Korolev ,  Herbert Willi Artur Ristock ,  David H. Anderson ,  Todd Hollenberg ,  Bradley Krug ,  Charlotte Toerck

    IPC: H04M3/523

    CPC classification number: H04M3/5233 ,  G06Q30/0281 ,  H04M2203/402 ,  H04M2203/404

    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.

    Abstract translation: 一种用于在联络中心增强交互处理的系统和方法，包括基于适应性业务目标的路由交互。 处理器检测与客户的未决交互。 处理器响应于检测到未决交互而识别联络中心的第一和第二目标，其中第一目标被识别为比第二目标对联络中心更重要。 处理器识别用于处理第一目标的第一代理，并且确定在实现第一目标时第一代理成功的可能性。 处理器识别用于处理第二目标的第二代理，并且确定第二代理程序在实现第二目标中成功的可能性。 在第二代理人实现第二目标成功的可能性高于由第一代理实现第一目标成功的可能性的情况下，处理器发送指令以将待决交互路由到第二代理。 处理器还提示第二代理人追求第二个目标。

    SYSTEM AND METHOD FOR ANTICIPATORY DYNAMIC CUSTOMER SEGMENTATION FOR A CONTACT CENTER
    7.
    发明申请
    SYSTEM AND METHOD FOR ANTICIPATORY DYNAMIC CUSTOMER SEGMENTATION FOR A CONTACT CENTER 有权
    用于联络中心的动态客户分类的系统和方法

    公开(公告)号：US20160036982A1

    公开(公告)日：2016-02-04

    申请号：US14450194

    申请日：2014-08-01

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Herbert Willi Artur Ristock ,  Charlotte Toerck ,  Todd Hollenberg ,  Nikolay Korolev ,  Bradley Krug ,  David H. Anderson

    IPC: H04M3/523 ,  G06Q10/04

    CPC classification number: H04M3/5233 ,  G06Q10/04

    Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.

    Abstract translation: 用于在联络中心增强交互处理的系统和方法，包括动态地确定客户分段。 处理器检测与客户的未决交互。 响应于检测待处理的交互，处理器检索客户所属的第一客户段的标识。 第一个客户群与联络中心的第一个目标相关联。 处理器预测未决交互的结果，并根据预测结果识别第二客户细分。 处理器将客户重新关联到第二客户区段，其中第二客户区段与不同于第一业务目标的联络中心的第二目标相关联。 处理器根据第二个目标而不是第一个目标处理待决的交互。

    Adaptable business objective routing for a contact center
    9.
    发明授权
    Adaptable business objective routing for a contact center 有权

    公开(公告)号：US09848084B2

    公开(公告)日：2017-12-19

    申请号：US14450195

    申请日：2014-08-01

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Nikolay Korolev ,  Herbert Willi Artur Ristock ,  David H. Anderson ,  Todd Hollenberg ,  Bradley Krug ,  Charlotte Toerck

    IPC: H04M3/00 ,  H04M3/523 ,  G06Q30/02

    CPC classification number: H04M3/5233 ,  G06Q30/0281 ,  H04M2203/402 ,  H04M2203/404

    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.

    System and method for anticipatory dynamic customer segmentation for a contact center
    10.
    发明授权
    System and method for anticipatory dynamic customer segmentation for a contact center 有权
    用于联络中心的预期动态客户细分的系统和方法

    公开(公告)号：US09350867B2

    公开(公告)日：2016-05-24

    申请号：US14450194

    申请日：2014-08-01

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Herbert Willi Artur Ristock ,  Charlotte Toerck ,  Todd Hollenberg ,  Nikolay Korolev ,  Bradley Krug ,  David H. Anderson

    IPC: H04M5/00 ,  H04M3/523 ,  G06Q10/04

    CPC classification number: H04M3/5233 ,  G06Q10/04

    Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.

    Abstract translation: 用于在联络中心增强交互处理的系统和方法，包括动态地确定客户分段。 处理器检测与客户的未决交互。 响应于检测待处理的交互，处理器检索客户所属的第一客户段的标识。 第一个客户群与联络中心的第一个目标相关联。 处理器预测未决交互的结果，并根据预测结果识别第二客户细分。 处理器将客户重新关联到第二客户区段，其中第二客户区段与不同于第一业务目标的联络中心的第二目标相关联。 处理器根据第二个目标而不是第一个目标处理待决的交互。

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