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:
Mar. 06, 2001
Filed:
Oct. 14, 1997
Igor Neyman, Palo Alto, CA (US);
Myhailo Barskyy, San Mateo, CA (US);
Alec Miloslavsky, San Carlos, CA (US);
Oleg Bondarenko, San Francisco, CA (US);
Valeriy Issayev, San Bruno, CA (US);
Andrei Petrov, Palo Alto, CA (US);
Pavel Karpenko, Walnut Creek, CA (US);
Genesys Telecommunications Laboratories, Inc., San Francisco, CA (US);
Abstract
A multi-media call center has agent stations with telephones and multi-media computer platforms, wherein the telephones and computer platforms are connected by a bridge circuit adapted to allow audio data to be shared between the telephones and the computer platforms. The computer platforms are also adapted to process computer-simulated calls. In various embodiments all or portions of calls of either type may be recorded, pre-recorded audio may be played back to callers, the system may respond to pre-determined key phrases uttered by callers, and the system may respond to an agent's voice commands.