Genesys Telecommunications Laboratories, Inc.

Konstatin Kishinsky

Nikolay A Anisimov

Yuri Shtivelman

Vadim Zyarko

Gregory Pogossiants

Niolay Korolev

A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center

A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

Telephony call-center scripting by petri net principles and techniques

Telephony call-center scripting by Petri Net principles and techniques

Growing community of inventors

San Carlos, CA, United States of America

Konstatin Kishinsky