Genesys Telecommunications Laboratories, Inc.

Other

Sonja Hoffman Hemelrijk

Vladimir Mezhibovsky

William Edward James

Anton Brazhnyk

Ernesto Garcia Garcia

David H Anderson

Vladislav Baranovsky

Gregory Duclos

Bhanu Prasad Suravarapu

Jean-Marc Taillant

Gregory Jacob Duclos

Merijn Te Booij

Dave H Anderson

Merijn Te Boolj

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

System and method for interacting with customer contact center over a mobile device

System and method for call and data matching in a contact center

System and method for providing interaction history via a customer application

Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.

System and method for access number distribution in a contact center

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Freemont, CA, United States of America

Sonja Hoffman Hemelrijk