Other

Genesys Telecommunications Laboratories, Inc.

Christopher Connolly

Herbert Willi Artur Ristock

Yochai Konig

Chad David Hendren

Arnaud Lejeune

Eric Tamblyn

Simon Wright

Merijn Te Booij

Vladimir Mezhibovsky

Leonid Leon Vymenets

Colin Michael Leonard

John H Keyes

Josef Eric Eisner

Juergen Tolksdorf

Charlotte Toerck

Vincent Pirat

Christian Jacolot

Robert Kassel

Clement Choel

Vasudev Ramanujaiaha

Benjamin Friend

Marat Irner

David Beilis

Adrian Lee-Kwen

James Kraeutler

Liyuan Qiao

An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.

System for providing dynamic recommendations based on interactions in retail stores

A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

System and method for contact center communications

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.

System and method for intelligent task management and routing based on physiological sensor input data

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.

System and method for managing customer interactions

A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.

System and method for managing multi-channel engagements

System and method for preventing attacks in communications

Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.

Multi-tenant based analytics for contact centers

System and method for providing dynamic recommendations based on interactions in retail stores

A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information.

System and method for bridging online customer experience

A system for recommending a communication medium for interacting with a customer of a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: detect a first interaction via a first medium with the customer; identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer; for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

System and method for recommending communication mediums based on predictive analytics

A cervical neck support for children having a substantially rectangular shape and constructed of a semi-rigid molded foam material. A semi-circular recess is cut-out of a longitudinal side of the foam support for receiving the neck of a child when in a car-seat. The support insures a firm but comfortable hold to prevent jerky movement of the head of a child while riding in an automobile. It also maintains the natural curvature of a child's spine, and attaches to a car seat with use of fasteners. The fasteners are strips attached to the back of the support which detachably engages with the napped fabric of a car-seat for convenience. Second strips of adhesive fasteners are alternatively used for car-seat covers with plastic surfaces.

Cervical neck support for children

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New York, NY, United States of America

Christopher Connolly