公开(公告)号：US20180220001A1

公开(公告)日：2018-08-02

申请号：US15935813

申请日：2018-03-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yi Chang

IPC: H04M3/51 ,  G06Q10/10 ,  G06F9/06 ,  H04L29/08

CPC classification number: H04M3/5166 ,  G06F9/06 ,  G06Q10/10 ,  H04L67/02

Abstract: A system for interacting with a multimedia presentation includes one or more machine-readable codes embedded in a plurality of sequential frames or in individual slides of a multimedia presentation, the frames or slides defining at least one interactive portion of a larger multimedia presentation, a touch-screen driver extension resident on a digital medium and transferable over a network to the digital medium of a touch-screen operated multi-media device, the extension enabling interpretation at the multimedia-enabled interactive response unit of touch-screen taps input during play of the multimedia presentation, and a set of machine instructions resident on a digital medium coupled to or accessible to a multimedia-enabled interactive response system, the machine instructions executable by physical interaction with the one or more of the machine-readable codes in the multimedia presentation to serve one or more additional multimedia presentations to the touch-screen multimedia device.

公开(公告)号：US09942399B2

公开(公告)日：2018-04-10

申请号：US14447598

申请日：2014-07-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yi Chang ,  Robert Andrew Finan ,  Richard McCrossan ,  Brian Bischoff

IPC: H04M7/00 ,  H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

公开(公告)号：US10412219B2

公开(公告)日：2019-09-10

申请号：US15907121

申请日：2018-02-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yi Chang ,  Robert Andrew Finan ,  Richard McCrossan ,  Brian Bischoff

IPC: H04M3/51

Abstract: A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.