Genesys Telecommunications Laboratories, Inc.

Other

Gregory Jacob Duclos

Vladimir Mezhibovsky

William Edward James

Anton Brazhnyk

Sonja Hoffman Hemelrijk

Ernesto Garcia Garcia

Vladislav Baranovsky

David H Anderson

Merijn Te Booij

Jean-Marc Taillant

Bhanu Prasad Suravarapu

Dave H Anderson

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

System and method for interacting with customer contact center over a mobile device

System and method for call and data matching in a contact center

System and method for providing interaction history via a customer application

Growing community of inventors

Thornhill, CA, United States of America

Gregory Jacob Duclos