Genesys Telecommunications Laboratories, Inc.

Other

Herbert Willi Artur Ristock

Nikolay I Korolev

Vladimir Mezhibovsky

Petr Makagon

Yevgeniy Petrovykh

Brian R Galvin

Vyacheslav I Zhakov

Vitaliy Teryoshin

Vidas Placiakis

Yochai Konig

Andriy Vladimirovich Ryabchun

S Michael Perlmutter

Conor McGann

Christopher Connolly

Dan Kikinis

Sergey A Fedorov

David H Anderson

Josef Eric Eisner

Paul Segre

Charlotte Toerck

Nikolay A Anisimov

Praphul Kumar

David Beilis

Merijn Te Booij

Colin Michael Leonard

Akbar Riahi

Gordon L Bell

Bharath Aravamudhan

Anand Pai Krishnanand Nitin

Leonid Leon Vymenets

Daniel S Stoops

Cliff W Bell

Arnaud Lejeune

Todd Hollenberg

Bradley Krug

Adrian Lee-Kwen

Brian Bischoff

Eric Tamblyn

Gregory Duclos

Donald Huovinen

Adam H Rosen

Richard McCrossan

Steve O'Donoghue

Vadim Dymshyts

Alex Petrov

Bob Pigott

Damjan Pelemis

James Kraeutler

Ahmed Tewfik Bouzid

Aaron Wellman

John H Keyes

Juergen Tolksdorf

Lizanne Kaiser

Andrey V Ryabchun

Vincent Pirat

Kevin McGraw

Kentis Gopalla

Pawel Harasimiuk

Francisco Gutierrez

Robert Kassel

Christian Jacolot

Benjamin Friend

Marat Irner

Sergey I Federov

Yi Zhang

Clement Choel

Vasudev Ramanujaiaha

Derrick Gunter

Taras Mytropan

David Albert

Hardik Modi

Jeffery Karas

Graeme Provan

Bohdan Klepar

Henry Lum

Aleksandr Stolyar

Vitaly Y Barinov

Paul Gvildys

Martin Ira Reiman

Stefaan Valere Albert Coussement

David Konig

Rajesh Ramchander

Brian Michael Wilcox

Gaurav Mehrotra

Vinod Natakala Madhavan

Michael Perlmutter

Stanislav Lypachanskyy

Atul Edlabadkar

David Anderson

Boris Livshyts

Liyuan Qiao

Stanislav Lypchanskyy

Gisele Verrier

Linda Garcia

Romiben Patel

A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.

Systems and methods for extended agent capacity

A method for allocating resources to modules of a contact center includes: receiving a first interaction in a first state; determining a first load of a first module of the contact center to be low; in response to determining that the first load is low, routing the first interaction to the first module of the contact center, the first module transitioning the first interaction from the first state to a second state; receiving a second interaction in the first state; determining a second load on the first module of the contact center to be high; and in response to determining that the second load is high, routing the second interaction to a second module configured to transition the second interaction from the first state to the second state, the second module having different resource requirements than the first module.

Systems and methods for sizing modular routing applications

A trust network has at least one transmission medium supporting transmission of data, wherein data transmitted is in at least some instances transmitted in discrete portions, two or more nodes terminating discrete legs in the transmission medium, and trust software executing from a machine-readable medium by a processor on one or more of the two or more nodes. The one or more nodes executing trust software apply trust logic to transmission of the discrete data portions.

Trust in physical networks

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

In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

System and method for managing customer interactions for contact center based on agent proximity

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 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 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 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

In a system for managing an interaction flow, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.

System and method for managing interaction flow for contact centers

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

A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.

System and method for exposing customer availability to contact center agents

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 includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.

System and method for contact center shared economy

A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center. having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.

System and method for distributed dynamic resource commitment

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Walnut Creek, CA, United States of America

Herbert Willi Artur Ristock