Blackberry Corporation

Genesys Telecommunications Laboratories, Inc.

Other

Research in Motion Corporation

Leonid Leon Vymenets

Praphul Kumar

Vyacheslav I Zhakov

Sherryl Lee Lorraine Scott

Herbert Willi Artur Ristock

David Beilis

Henry Yao-Tsu Chen

Aaron S Surty

Michael Davies

Adrian Lee-Kwen

Ashish Thakkar

Briam Rodriguez

Earl Friedberg

John Jong-Suk Lee

Vladimir Mezhibovsky

Kevin John Oerton

Jeffrey Charles Bos

Colin Michael Leonard

Scott A Arnold

Christopher Connolly

Josef Eric Eisner

Francis Thomas Riddle

Jeffery Charles Bos

Sherryl Lee Scott

Marat Irner

Benjamin Friend

Raymond Paul Vander Veen

Lawrence Edward Kuhl

Herbert Ristock

Keizo Marui

Vidas Placiakis

Anton Epp

Raymond Vander Veen

Jong-Suk Lee

Ashish Takkar

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 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

System and method for preventing attacks in communications

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 composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Graphical user interface for configuring contact center routing strategies

A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.

Graphical user interface with contact center performance visualizer

A system and method for providing a user interface that allows users to change the active line on which an outgoing call may be placed. In example embodiments, upon detecting call screen interaction a line selection menu is displayed. The line selection menu contains a plurality of line identifiers, each line identifier uniquely identifying a corresponding one of the multiple communication lines accessible at the mobile device. A system and method is also presented for providing a call log for identifying call activity associated with a plurality of communication lines.

Systems and methods for providing alternate line selection information on a mobile device

Display screen with graphical user interface

A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Graphical user interface for monitoring and visualizing contact center routing strategies

A system and method are provided wherein SMS-only contacts are integrated into an IM environment. An IM contact list interface distinguishes between SMS and IM chats (and contacts), such that limitations and potential differential costs associated with the respective mediums can be identified. The system is also configured to route SMS messages into the IM contact list interface for later filtering and/or selection by the user. By providing SMS-specific categories with the IM contact list interface SMS integration operations such as routing of SMS messages can be controlled to avoid degrading the user's experience.

System and method for incorporating short message service (SMS) and multimedia messaging service (MMS) contacts into an instant messaging interface

In a system for managing an interaction flow for a contact center, 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: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.

Flow designer for contact centers

Growing community of inventors

Thronhill, Canada

Leonid Leon Vymenets