公开(公告)号：US20170103360A1

公开(公告)日：2017-04-13

申请号：US14882399

申请日：2015-10-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Adrian Lee-Kwen ,  David Beilis ,  Christopher Connolly ,  Liyuan Qiao ,  Merijn te Booij ,  James Krautler

IPC: G06Q10/06 ,  H04L29/06 ,  H04L29/08

CPC classification number: G06Q10/063114 ,  G06Q10/063112 ,  H04L67/10 ,  H04L67/12 ,  H04L67/18 ,  H04L67/20 ,  H04L67/28 ,  H04L67/32 ,  H04L67/42

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.

公开(公告)号：US20180205825A1

公开(公告)日：2018-07-19

申请号：US15910828

申请日：2018-03-02

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/42161 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/158 ,  H04M2203/355 ,  H04M2203/408

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

公开(公告)号：US20180097940A1

公开(公告)日：2018-04-05

申请号：US15283003

申请日：2016-09-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen ,  Michael Orr ,  Herbert Willi Artur Ristock

IPC: H04M3/523 ,  G06F17/27

CPC classification number: H04M3/5235 ,  G06F17/27 ,  G06F17/2755 ,  G06F17/2775 ,  G06F17/2785 ,  H04M3/5166 ,  H04M2203/2061 ,  H04M2203/357

Abstract: In a system for dynamically generating an execution flow for a customer contact center, the system includes: a switch; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive customer input related to an ongoing communication session; perform natural language processing on the customer input to identify a plurality of intent parameters including a customer objective; generate an execution flow for achieving the customer objective based on the plurality of intent parameters; and transmit a signal to the switch for routing the ongoing communication session to a contact center resource according to the execution flow.

公开(公告)号：US09888122B2

公开(公告)日：2018-02-06

申请号：US14812607

申请日：2015-07-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Cliff Bell ,  Daniel Stoops ,  Sergey Fedorov ,  Herbert Willi Artur Ristock ,  David Beilis ,  Adrian Lee-Kwen

IPC: H04M3/00 ,  H04M3/523 ,  H04L29/06 ,  H04M3/51 ,  H04W4/14 ,  H04W12/06

CPC classification number: H04M3/5235 ,  H04L63/0853 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/2038 ,  H04M2203/6081 ,  H04M2203/651 ,  H04W4/14 ,  H04W12/06

Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

公开(公告)号：US09628623B2

公开(公告)日：2017-04-18

申请号：US14086936

申请日：2013-11-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  G06F3/048 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06F3/048 ,  G06Q10/06 ,  H04M3/5183 ,  H04M3/523 ,  H04M2201/42

Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

公开(公告)号：US20170104872A1

公开(公告)日：2017-04-13

申请号：US14882405

申请日：2015-10-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Adrian Lee-Kwen ,  David Beilis ,  Christopher Connolly ,  Liyuan Qiao ,  Merijn te Booij ,  James Krautler

IPC: H04M3/51

CPC classification number: H04M3/523 ,  H04M3/42348 ,  H04M2250/12

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.

公开(公告)号：US20160357361A1

公开(公告)日：2016-12-08

申请号：US15243857

申请日：2016-08-22

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen

IPC: G06F3/0481 ,  G06F9/54 ,  G09G5/377

CPC classification number: G06F3/0481 ,  G06F3/00 ,  G06F9/54 ,  G06F9/546 ,  G06F17/212 ,  G06F17/30289 ,  G06F2203/04804 ,  G06F2209/545 ,  G09G5/377 ,  H04W88/02

Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.

Abstract translation: 用于在移动平台上的多个应用程序之间共享物理显示屏幕的系统包括互联网连接的客户端设备和从非暂时物理介质在客户端设备上执行的软件，该软件向多个应用中的一个提供支配权 运行的应用程序，减轻多个运行应用程序之间的应用程序背景透明度的第二功能，建立多个运行应用程序之间的消息传递机制和协议的第三功能，以及使得主要应用程序能够截取针对多个运行应用程序中的个人的数字输入的第四功能 运行应用程序并将输入发送到适当的应用程序。

公开(公告)号：US09424111B2

公开(公告)日：2016-08-23

申请号：US14479197

申请日：2014-09-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen

IPC: G06F3/00 ,  G06F7/00 ,  G06F9/54 ,  G06F3/0481 ,  G06F17/30

CPC classification number: G06F3/0481 ,  G06F3/00 ,  G06F9/54 ,  G06F9/546 ,  G06F17/212 ,  G06F17/30289 ,  G06F2203/04804 ,  G06F2209/545 ,  G09G5/377 ,  H04W88/02

Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.

Abstract translation: 用于在移动平台上的多个应用程序之间共享物理显示屏幕的系统包括互联网连接的客户端设备和从非暂时物理介质在客户端设备上执行的软件，该软件向多个应用中的一个提供支配权 运行的应用程序，减轻多个运行应用程序之间的应用程序背景透明度的第二功能，建立多个运行应用程序之间的消息传递机制和协议的第三功能，以及使得主要应用程序能够截取针对多个运行应用程序中的个人的数字输入的第四功能 运行应用程序并将输入发送到适当的应用程序。

公开(公告)号：US20150317623A1

公开(公告)日：2015-11-05

申请号：US14797061

申请日：2015-07-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen

IPC: G06Q20/32 ,  G06Q20/40 ,  H04W12/06 ,  H04W4/00 ,  H04M1/725

CPC classification number: G06Q20/3278 ,  G06Q20/409 ,  H04L63/0853 ,  H04M1/72533 ,  H04W4/80 ,  H04W12/06

Abstract: A method for operating a mobile communication appliance enabled for Near Field Communication (NFC) has steps for (a) positioning the communication appliance and an article associated with a person, the article enabled for NFC and storing a unique identifier, within a near-field threshold; (b) acquiring by the communication appliance through NFC the unique digital identifier from the article; and (c) using the identifier to select and initiate a particular functionality of the communication appliance.

Abstract translation: 用于操作用于近场通信（NFC）的移动通信设备的方法具有以下步骤：（a）将通信设备和与人相关联的物品定位，所述物品启用NFC并存储唯一标识符，其在近场内 阈; （b）由通信设备通过NFC获取该文章中唯一的数字标识符; 以及（c）使用所述标识符来选择和发起所述通信设备的特定功能。

公开(公告)号：US20140233719A1

公开(公告)日：2014-08-21

申请号：US14086936

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/51 ,  G06F3/048 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F3/048 ,  G06Q10/06 ,  H04M3/5183 ,  H04M3/523 ,  H04M2201/42

Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract translation: 一种用于通过图形用户界面监视和可视化联络中心路由策略的系统和方法。 图形用户界面显示描述联络中心路由策略的路由图。 路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。 处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。 处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块相关联的阈值。 处理器确定联络中心性能是否满足阈值，并且基于该确定来修改所识别的块的视觉外观。