Other

Genesys Telecommunications Laboratories, Inc.

Alcatel-lucent USA Inc.

Josef Eric Eisner

Herbert Willi Artur Ristock

Andriy Vladimirovich Ryabchun

Nikolay I Korolev

Vladimir Mezhibovsky

Leonid Leon Vymenets

David Beilis

Colin Michael Leonard

Conor McGann

Christopher Connolly

Ramesh V Pattabhiraman

Gordon L Bell

Bharath Aravamudhan

Anand Pai Krishnanand Nitin

Francisco Gutierrez

Benjamin Friend

Marat Irner

Geeta Chauhan

Bohdan Klepar

Herbert Willi Ristock

Anand Pai Nitin

Conor Mcgann

Andriy V Ryabchun

Gordon Bell

Stanislav Lypchanskyy

Stanislav Lypachanskyy

Bodhan Klepar

An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

Tag-based performance framework for contact center

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

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

A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.

System and method for anticipating and preloading data in a customer contact center

A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.

System and method for anticipating user interaction in a customer contact center

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Larkspur, CA, United States of America

Josef Eric Eisner