Genesys Telecommunications Laboratories, Inc.

Other

Greeneden U.S. Holdings Ii, LLC

Andrey V Ryabchun

Petr Makagon

Herbert Willi Artur Ristock

Nikolay A Anisimov

James Harmon Barnett

Ramesh V Pattabhiraman

Derek Barnes

Dan Kikinis

Mark David Scott

S Michael Perlmutter

Herbert Ristock

Mark E Scott

Dave Sneyders

Nikolai Anisimov

Michael Perlmutter

Herbert Willi Arthur Ristock

A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

System for interacting with a web visitor

A network-based interaction system includes a machine connected to the network for receiving and routing an interaction request, a server application having access to the network for matching an interaction request to a profile, and a data repository for storing profile information.

Virtual contact center with dynamic routing

A system for interacting with voice extensible markup language application content includes a content source node connected to a network for rendering availability of voice extensible markup language content and code; a communication device connected to the network for acquiring at least the code rendered available; and a software interface running on the communication device for determining local existence of at least the code acquired and initializing execution of found code. Upon code execution, the content may be played on the communication device without a persistent network connection to the enterprise hosting the content.

System for distributing VXML capabilities for execution on client devices

A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.

Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center

Growing community of inventors

Mill Valley, CA, United States of America

Andrey V Ryabchun