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：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。

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。

公开(公告)号：US20180109680A1

公开(公告)日：2018-04-19

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: H04M3/523 ,  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.

公开(公告)号：US09781270B2

公开(公告)日：2017-10-03

申请号：US14450190

申请日：2014-08-01

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M5/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M2203/402

Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

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.

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。

公开(公告)号：US20160036981A1

公开(公告)日：2016-02-04

申请号：US14450190

申请日：2014-08-01

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M2203/402

Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

Abstract translation: 与原子交互路由相反的基于案例的路由的系统和方法。 处理器在客户数据库中打开一个案例。 这种情况与具有预期为此情况执行的步骤的工作流相关联。 处理器识别工作流的第一和第二步骤，并进一步识别具有处理第一和第二步骤的技能的代理。 处理器产生用于处理工作流的至少第一步骤的任务，并发送指令以将任务路由到所识别的代理。

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.

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.