Genesys Telecommunications Laboratories, Inc.

Other

Vadim Dymshyts

Nikolay I Korolev

Herbert Willi Artur Ristock

Nikolay A Anisimov

Vladimir Mezhibovsky

Sergey A Fedorov

Vidas Placiakis

Herbert Ristock

A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.

Management of transaction routing to enterprise agents

A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.

Virtual interactions in contact center operations

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Pacifica, CA, United States of America

Vadim Dymshyts