Other

Genesys Telecommunications Laboratories, Inc.

Gordon L Bell

Herbert Willi Artur Ristock

Brian Bischoff

Donald Huovinen

Paul Segre

Nikolay I Korolev

Andriy Vladimirovich Ryabchun

Conor McGann

Josef Eric Eisner

Bharath Aravamudhan

Anand Pai Krishnanand Nitin

Francisco Gutierrez

Bohdan Klepar

Stanislav Lypchanskyy

Stanislav Lypachanskyy

A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

Resource sharing in a peer-to-peer network of contact center nodes

A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.

System and method for making engagement offers based on observed navigation path

A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.

Proactive knowledge offering system and method

Local survivability in a distributed contact center environment

A unified system for monitoring hazardous and toxic waste is provided as a built-in three dimensional monitoring system designed and installed prior to the waste and extended as the waste is accumulated and thus provides monitoring for leaks of hazardous waste below the base, at the base and throughout the contained or uncontained mass of waste, regardless of design, construction, and function or malfunction of the mass. This replaces post depositional, random drilling to locate possible leaks from the mass of hazardous waste and provides a three dimensional unit for monitoring the deposit for the protection of the ground water and the environment.

Unified monitoring system for hazardous and toxic waste

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Bismarck, ND, United States of America

Gordon L Bell