Other

Genesys Telecommunications Laboratories, Inc.

Arne Stoertenbecker

Yevgeniy Petrovykh

Sergey B Belov

Patrick S Mackey

Alex Khodorenko

Vladimir Pimtchenkov

A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

System and method for social message classification based on influence

A method for engaging in cross-channel communication between an agent and a user of a contact center, the method including: engaging the user in a first communication session via a first communication channel; providing the user a link to a second communication channel; receiving actuation of the link; retrieving data associated with the first communication session in response to actuation of the link; and engaging the user in a second communication session via the second communication channel, wherein the second communication session is associated with the retrieved data associated with the first communication session.

Cross-channel conversations with context aware transition between channels

Growing community of inventors

Mannheim, Germany

Arne Stoertenbecker