Genesys Telecommunications Laboratories, Inc.

Other

Slava Sayko

Galina Kovalenko

Slava Zhakov

A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.

System and method for web-based real time and out-of-band communications with contact centers

A method involves acts of receiving a Session Initiation Protocol (SIP) request, initiating by a computing device having a processor, a SIP session as a result of receiving the SIP request, executing, by the processor, a state chart implemented in the SIP server, communicating events by the computing device to the state chart, as the events occur in the SIP session, and changing states in the SIP session by the computing device, as the states are defined in the state chart, to completion of the SIP session.

Method of controlling session initiation protocol sessions with state charts

A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined 'sorry' messages, and the like.

Dynamic management and redistribution of contact center media traffic

System and method for out-of-band communication with contact centers

A method for connecting a website user to a contact center agent includes: monitoring user interaction associated with the website user; receiving a call request via the website; identifying an agent or an interactive voice response based on the monitored user interaction; and establishing a communication channel supported by a web browser between the website user and the identified agent or the interactive voice response.

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Walnut Creek, CA, United States of America

Slava Sayko