Genesys Telecommunications Laboratories, Inc.

Other

Alcatel Lucent

Aaron S Surty

David Beilis

Vyacheslav I Zhakov

Leonid Leon Vymenets

Adrian Lee-Kwen

Michael Davies

Michael S Wengrovitz

Vidas Placiakis

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.

Graphical user interface for configuring contact center routing strategies

A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.

Graphical user interface with contact center performance visualizer

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.

Graphical user interface for monitoring and visualizing contact center routing strategies

A communication system includes a telecommunication appliance connected to a communication network, an image acquisition appliance coupled to the telecommunication appliance, software executing on the telecommunication appliance from a non-transitory physical medium, the software providing a first function enabling detecting that an image acquired by the camera comprises a human face in at least a portion of the image, and a second function initiating a communication event directed to a pre-programmed destination, the second function initiated by the first function detecting the human face image portion.

Hands-free voice/video session initiation using face detection

A wide area mirroring router enables mobile device screen mirroring across a wide area network. The wide area mirroring router (WAMR) is in wireless communication with a mobile device to receive Internet Protocol (IP) packets, including multicast packets, containing data related to mirroring content displayed on the mobile device to a remote display device. The WAMR encapsulates the IP packets into envelopes for transmission via a tunnel to the remote display device over the wide area network.

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Toronto, Canada

Aaron S Surty