Other

Genesys Telecommunications Laboratories, Inc.

Colin Michael Leonard

Herbert Willi Artur Ristock

Nikolay A Anisimov

Vladimir Mezhibovsky

Petr Makagon

Leonid Leon Vymenets

David H Anderson

Vitaliy Teryoshin

Christopher Connolly

Alan Wayne McCord

Josef Eric Eisner

Jim H Barnett

Zak Mandel

Benjamin Friend

Maxim Strigachov

Michael J Lyubinin

Marat Irner

Yi Zhang

Brian Michael Wilcox

An audio processing system includes a server complex in communication with a network. The server complex receives a digital audio file and one or more analog domain control settings from a client device across the network. A digital-to-analog converter converts the digital audio file to an analog signal. One or more analog signal processors apply at least one analog modification to the analog signal in accordance with the one or more analog domain control settings. An analog-to-digital converter converts the modified analog signal to a modified digital audio file. The server complex can then deliver the modified digital audio file to the client device across the network.

Systems and methods for dynamic audio processing

An audio processing system () includes a server complex () in communication with a network (). The server complex () receives a digital audio file () and one or more analog domain control settings () from a client device () across the network. A digital-to-analog converter () converts the digital audio file () to an analog signal (). One or more analog signal processors () apply at least one analog modification () to the analog signal in accordance with the one or more analog domain control settings. An analog-to-digital converter () converts the modified analog signal to a modified digital audio file (). The server complex can then deliver the modified digital audio file to the client device across the network.

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

System and method for preventing attacks in communications

Systems and methods presented herein may provide for processing audio with increased loudness and dynamics. A first clock frequency associated with a digital audio file may be increased to a second clock frequency, which speeds up the playback of the audio. The digital audio file may then be converted to analog at the higher second frequency, where it is further modified in the analog domain. The analog audio is then converted back into digital audio at the second clock frequency. The clock frequency is then decreased back to the first clock frequency for playback or storage of the processed (i.e., modified or manipulated) digital audio file. Alternatively, the entire process can take place in the digital domain.

A system includes an activity manager connected with a device, an application server and an identity provider. The activity manager clears a device session with both the identity provider and the application server to logout applications provided by the application server to the device.

System and method for single logout of applications

A method for handling an interaction between an individual having a physical impairment and a customer contact center includes: detecting, by a processor, an interaction directed to a route point; determining, by the processor, whether the interaction is associated with an individual having a physical impairment; identifying, by the processor, a first resource of the contact center for handling the interaction, wherein the first resource is assigned an attribute indicative of being suitable for handling interactions with individuals having the physical impairment; ascertaining, by the processor, a presence of the first resource at a place enabled for handling interactions with individuals having the physical impairment; and transmitting, by the processor, a signal for routing the interaction to the first resource for servicing via the place, wherein in response to the signal, a communication session is established with a user device of the individual having the physical impairment.

System and method for handling interactions with individuals with physical impairments

A system includes multiple applications executing on a device. One or more user-interfaces connect with the device. The one or more user-interfaces interact with the applications as user-interface activities. A processor sends or receives an indication of the user-interface activities for the multiple applications. The multiple applications are closed or locked, or the device logged out, based on the indication of the user-interface activities for the multiple applications.

System and method for application inactivity control

A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.

Method for implementing and executing communication center routing strategies represented in extensible markup language

A system for routing an interaction request based on skill presence reporting has a routing application for determining best routing for the interaction request, a data store for storing and reporting skills data, and an object-oriented interface for presenting skills views including state information of those skills. The system is characterized in that it determines any skills requirements of the interaction request to be routed and discovers which skills of considered routing destinations are available at the time of routing, and routes the interaction according to the available skills discovered and matching the skills requirement, the available skills intrinsic to one or more than one routing destination selected to process the interaction.

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Raleigh, NC, United States of America

Colin Michael Leonard