The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 16, 2019
Filed:
Mar. 16, 2018
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Brian Bischoff, Raleigh, NC (US);
Gregg Kerlin, Los Gatos, CA (US);
Henry Lum, Markham, CA;
Donald Huovinen, Jacksonville, FL (US);
Tamal Islam, London, GB;
Terry Stocking, San Ramon, CA (US);
David H. Anderson, Durham, NC (US);
Galina Kovalenko, Walnut Creek, CA (US);
Bernard Bretherton, Phoenix, AZ (US);
Vyacheslav Sayko, Walnut Creek, CA (US);
Other;
Abstract
A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.