Genesys Telecommunications Laboratories, Inc.

Other

Greeneden U.S. Holdings Ii, LLC

Herbert Ristock

Nikolay I Korolev

Vladimir Mezhibovsky

Vitaliy Teryoshin

Nikolay A Anisimov

Sergey A Fedorov

Merijn Te Booij

Vidas Placiakis

Praphul Kumar

Petr Makagon

Gregory Duclos

Leonid Leon Vymenets

S Michael Perlmutter

Aleksandr Stolyar

Daniel S Stoops

Cliff W Bell

Martin Ira Reiman

Ashish Thakkar

Andrey V Ryabchun

Steve O'Donoghue

Vadim Dymshyts

Dave Sneyders

Nikolai Anisimov

Rajiv S Kumar

Dave H Anderson

Josh Mahowald

A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

System and method for site aware routing for callback

A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.

System and method for interaction callback pacing

A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.

System and methods for scheduling and optimizing inbound call flow to a call center

A system for managing interactions includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: identify first and second interactions by a user device, each of the first and second interactions being configured to alternately occupy a first area of a display screen of the user device; display an icon on the first area, the icon representing the second interaction, wherein attributes of the icon correspond to attributes of the second interaction; and modify the attributes of the icon based on a status of the second interaction.

System and method for managing multiple interactions

A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.

Activities assignment optimization for multi-skill contact center

An application development platform transmits to a content provider system instructions that provide a user interface for developing an application that specifies a first multi-step communication flow between a communications device and a communications system. The platform receives from parameters of a program functionality for inclusion in the application, and selects one or more recommended program modules based on the parameters. The platform transmits instructions that provide a user interface for displaying the one or more recommended program modules. The platform receives data indicating a user selection of a particular program module. In response, the platform transmits instructions that provide a user interface for enabling user configuration of the particular program module. The platform receives modified parameters of the particular program module and determines a second multi-step communication flow between the communications device and the communications system based on the first multi-step communication flow and the modified parameters.

Contact center application creating using reusable program modules

A system including: a processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to: receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and route the request to a resource in accordance with the data of the request.

System for managing communications activated by a trigger event

A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.

Pacing in knowledge worker engagement

A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.

System and method for analysis and correlation of scoring and customer satisfaction

A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.

Management of transaction routing to enterprise agents

A system and method for controlling particular communication capabilities of an electronic device located within an electronic communication room (ECR) includes spreading a physical layer of a communication protocol across various (e.g. two) physical communication channels in a coordinated manner. Each physical communication channel is invoked to transmit a different portion of the control signals required for ECR admission. The electronic device is allowed particular communication capabilities if all ECR control signals from all involved physical communication channels are brought together at the device. If an expected control signal from one of the physical communication channels is missing, the particular communication capability fails.

System and method for communication spread across multiple physical layer channels

A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

Growing community of inventors

Walnut Creek, CA, United States of America

Herbert Ristock