专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 发明申请

WO2009088765A2 FEDERATED UPTAKE THROTTLING 审中-公开
标题翻译：联合采取刺激
公开(公告)号：WO2009088765A2
公开(公告)日：2009-07-16
申请号：PCT/US2008/088114
申请日：2008-12-23
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC. , GALVIN, Brian , RISTOCK, Herbert Willi Artur
发明人： GALVIN, Brian , RISTOCK, Herbert Willi Artur
IPC分类号： G06F17/30
CPC分类号： H04L67/10 , G06F17/30566 , G06F17/30899 , G06Q10/0633 , G06Q10/10 , G06Q10/107
摘要： In a first enterprise joined in a distributed, federated network of second enterprises, a system is provided for managing data flow between enterprises, the system including a data management server in the first enterprise having access to sets of rules for managing data flow to and from the first enterprise, a first data interface in the first enterprise dedicated to data transfer to a paired second dedicated data interface at a neighboring second enterprise in the federation, wherein the first data interface manages data sent to the second interface and/or data incoming from the second interface according to the sets of rules for managing data flow.
摘要翻译：在加入第二企业分散式联合网络的第一家企业中，提供了一种用于管理企业之间数据流的系统，该系统包括第一企业中的数据管理服务器，可以访问用于管理数据流的规则集第一企业，第一企业中的第一数据接口，专用于在联盟中的相邻第二企业处将数据传输到配对的第二专用数据接口，其中第一数据接口管理发送到第二接口的数据和/或从根据用于管理数据流的规则集合的第二个接口。

2. 发明申请

WO2018057661A1 SYSTEM AND METHOD FOR MANAGING MULTI-CHANNEL ENGAGEMENTS 审中-公开
标题翻译：用于管理多信道接合的系统和方法
公开(公告)号：WO2018057661A1
公开(公告)日：2018-03-29
申请号：PCT/US2017/052574
申请日：2017-09-20
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： PIRAT, Vincent , CHOEL, Clement , JACOLOT, Christian , RAMANUJAIAHA, Vasudev , CONNOLLY, Christopher , RISTOCK, Herbert Willi Artur
IPC分类号： H04M3/51 , H04M3/42
摘要： A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
摘要翻译：呼叫中心系统，用于在联络中心中将通信事件从一个通信媒介切换到另一个通信媒介，所述系统包括：处理器; 以及存储器，其中所述存储器在其中存储有指令，所述指令在由所述处理器执行时使得所述处理器：经由来自端点设备的第一媒体信道接收第一交互请求; 识别不同于第一媒体频道的第二媒体频道; 传送用于预留与所述第二媒体信道相关联的资源的信号; 并且将与预留请求相关联的唯一标识符传输到端点设备，以经由第二媒体信道建立第二交互请求。

3. 发明申请

WO2016196234A1 SYSTEM AND METHOD FOR QUALITY MANAGEMENT PLATFORM 审中-公开
标题翻译：质量管理平台系统与方法
公开(公告)号：WO2016196234A1
公开(公告)日：2016-12-08
申请号：PCT/US2016/034490
申请日：2016-05-26
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： VYMENETS, Leonid , MACARTHUR, Cayley , KONIG, Yochai , LO, Wayne , KUMAR, Praphul , RISTOCK, Herbert Willi Artur
IPC分类号： G06Q30/02 , G06Q10/06
CPC分类号： G06Q10/063118 , G06Q10/06398 , G06Q30/016
摘要： A system includes a contact center to provide an interaction between a customer and agent. A forms manager of the contact center generates a question for an evaluation form. A workforce management server connects with the forms manager, the workforce management server to schedule a work time for the agent. The workforce management server schedule the forms manager to generate the evaluation form when the agent is working.
摘要翻译：一个系统包括一个联络中心来提供客户和代理之间的交互。联络中心的表单管理员会为评估表格生成问题。劳动力管理服务器与表单管理器，劳动力管理服务器连接，为代理安排工作时间。劳动力管理服务器安排表单管理器在代理工作时生成评估表单。

4. 发明申请

WO2016004104A1 ENHANCING WORK FORCE MANAGEMENT WITH SPEECH ANALYTICS 审中-公开
标题翻译：用语音分析法提高工作力量管理
公开(公告)号：WO2016004104A1
公开(公告)日：2016-01-07
申请号：PCT/US2015/038660
申请日：2015-06-30
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： KONIG, Yochai , RISTOCK, Herbert Willi Artur , KONIG, David
IPC分类号： G06Q10/06
CPC分类号： H04M3/5233 , G06Q10/063112 , H04M2203/402
摘要： A method for generating an agent work schedule Includes: analyzing, on. a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analysing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.
摘要翻译：生成代理工作进度的方法包括：分析，处理器，与多个联络中心代理程序的多个记录的交互，以基于第一多个交互原因和多个交互分辨率状态对记录的交互进行分类; 在处理器上分析分类记录的相互作用以计算多个代理的代理的代理效力，其中代理效力对应于第一交互原因的交互原因; 在处理器上预测联络中心代理商第一时间处理根据交互原因分类的交互的需求; 以及基于所预测的需求和所计算的代理有效性，在所述处理器上生成所述第一时间段的所述代理工作时间表。

5. 发明申请

WO2018064140A1 SYSTEM AND METHOD FOR DYNAMIC GENERATION AND OPTIMIZATION OF PROCESS FLOWS FOR A CUSTOMER CONTACT CENTER 审中-公开
标题翻译：用于客户联络中心的动态生成和优化过程流的系统和方法
公开(公告)号：WO2018064140A1
公开(公告)日：2018-04-05
申请号：PCT/US2017/053668
申请日：2017-09-27
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： BEILIS, David , LEE-KWEN, Adrian , ORR, Michael , RISTOCK, Herbert Willi Artur
IPC分类号： H04M3/493
CPC分类号： H04M3/5235 , G06F17/27 , G06F17/2755 , G06F17/2775 , G06F17/2785 , H04M3/5166 , H04M2203/2061 , H04M2203/357
摘要： In a system for dynamically generating an execution flow for a customer contact center, the system includes: a switch; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive customer input related to an ongoing communication session; perform natural language processing on the customer input to identify a plurality of intent parameters including a customer objective; generate an execution flow for achieving the customer objective based on the plurality of intent parameters; and transmit a signal to the switch for routing the ongoing communication session to a contact center resource according to the execution flow.
摘要翻译：在用于为客户联络中心动态生成执行流程的系统中，该系统包括：开关; 耦合到所述开关的处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储指令，所述指令在由所述处理器执行时使所述处理器：接收与正在进行的通信会话有关的顾客输入; 对顾客输入执行自然语言处理以识别包括顾客目标的多个意图参数; 基于所述多个意图参数生成用于实现所述客户目标的执行流程; 并向交换机发送信号，以根据执行流程将正在进行的通信会话路由到联络中心资源。

6. 发明申请

WO2018044736A1 SYSTEM AND METHOD FOR ANTICIPATING USER INTERACTION IN A CUSTOMER CONTACT CENTER 审中-公开
标题翻译：用于在客户联系中心中预防用户交互的系统和方法
公开(公告)号：WO2018044736A1
公开(公告)日：2018-03-08
申请号：PCT/US2017/048734
申请日：2017-08-25
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： EISNER, Josef Eric , BEILIS, David , RISTOCK, Herbert Willi Artur
IPC分类号： G06Q30/02 , G06Q50/30 , H04L12/725
摘要： A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.
摘要翻译：一种用于预加载用户界面的方法，所述方法包括：由处理器预测与客户联系中心的客户的交互; 由处理器基于此预期创建代理桌面会话; 由处理器将客户端的信息与客户端的信息相关联地存储; 由处理器检测与顾客的交互; 由所述处理器识别所述客户联络中心的代理以将所述交互路由到所述代理; 以及由处理器在所识别的代理的代理设备上启动代理桌面会话。

7. 发明申请

WO2018044734A1 SYSTEM AND METHOD FOR PREDICTIVE ROUTING BASED ON A CUSTOMER JOURNEY PATIENCE 审中-公开
标题翻译：基于客户旅程耐用性的预测路由的系统和方法
公开(公告)号：WO2018044734A1
公开(公告)日：2018-03-08
申请号：PCT/US2017/048728
申请日：2017-08-25
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： MODI, Hardik , KOROLEV, Nikolay , RISTOCK, Herbert Willi Artur , MCGANN, Conor , KARAS, Jeffery , PROVAN, Graeme
IPC分类号： H04M3/487
摘要： A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
摘要翻译：
系统包括路由器，用于将客户的交互路由到联络中心。旅程耐心值是针对客户确定的，其中旅程耐心值基于客户的当前旅程阶段。联络中心的行动是根据客户确定的旅程耐心值确定的。该行动由联络中心根据确定的行动执行。

8. 发明申请

WO2017070126A1 OPTIMIZED ROUTING OF INTERACTIONS TO CONTACT CENTER AGENTS BASED ON MACHINE LEARNING 审中-公开
标题翻译：基于机器学习的联络中心代理相互作用优化配置
公开(公告)号：WO2017070126A1
公开(公告)日：2017-04-27
申请号：PCT/US2016/057560
申请日：2016-10-18
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： MCGANN, Conor , ARAVAMUDHAN, Bharath , MAKAGON, Petr , RISTOCK, Herbert Willi Artur , KONIG, Yochai , DUCLOS, Gregory , ZHAKOV, Vyacheslav , PELEMIS, Damjan
IPC分类号： H04L29/08 , G06N99/00
CPC分类号： H04M3/5232 , G06N5/04 , G06N99/00 , G06Q10/063112 , H04L29/08 , H04L67/02 , H04L67/18 , H04L67/20 , H04L67/22 , H04L67/306 , H04M3/5233 , H04M3/5238 , H04M2203/40 , H04M2203/401
摘要： A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
摘要翻译：
适用于将联系路由到联络中心座席的系统。更具体地说，该系统适于识别要被路由的交互，并且基于用于生成一个或多个候选代理的一个或多个约束来识别一组代理。该系统还适用于收集候选代理周围的上下文数据。对于候选代理的每个代理，系统适于估计通过将交互路由到代理而获得的期望值。该系统还适用于基于估计来选择候选代理的特定代理，并且向路由设备发信号以将交互路由到特定代理。

9. 发明申请

WO2018023055A1 SYSTEM AND METHOD FOR OPTIMIZING PHYSICAL PLACEMENT OF CONTACT CENTER AGENTS ON A CONTACT CENTER FLOOR 审中-公开
标题翻译：用于在接触中心地板上优化接触中心剂物理放置的系统和方法
公开(公告)号：WO2018023055A1
公开(公告)日：2018-02-01
申请号：PCT/US2017/044487
申请日：2017-07-28
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： TE BOOIJ, Merijn , GOPALLA, Kentis , RISTOCK, Herbert Willi Artur
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M3/5175 , H04M2203/402
摘要： A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
摘要翻译：一种方法包括：由处理器识别客户联络中心中的资源的一个或多个物理布置; 由处理器为资源的一个或多个物理布置中的每一个预测资源的物理布置的预测性能度量，所述预测的性能度量根据客户联络中心的一个或多个工作环境参数; 由所述处理器识别所述一个或多个物理布置中的具有满足所述一个或多个物理布置中的阈值性能的对应的预测性能度量的特定物理布置; 并且由处理器输出客户联络中心中资源的特定物理布置。

10. 发明申请

WO2016109460A1 SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS 审中-公开
标题翻译：用于管理客户互动的系统和方法
公开(公告)号：WO2016109460A1
公开(公告)日：2016-07-07
申请号：PCT/US2015/067739
申请日：2015-12-28
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： TOLKSDORF, Juergen , CONNOLLY, Christopher , TOERCK, Charlotte , TE BOOIJ, Merijn , RISTOCK, Herbert Willi Artur , KASSEL, Robert , BOUZID, Ahmed Tewfik , HARASIMIUK, Pawel , WELLMAN, Aaron , KUMAR, Praphul
IPC分类号： G06Q30/02 , G06Q30/06
CPC分类号： G06Q30/02 , G06Q30/01
摘要： A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.
摘要翻译：用于管理客户交互的方法包括：接收与客户承载的电子通信设备和位于与客户联络中心相关联的物理设备的第一位置的第一邻近设备之间的接近度的第一邻近信息; 创建包括对应于所述第一邻近信息的数据的交互对象; 由处理器接收与位于第二位置的电子通信设备和第二接近设备之间的接近度相关的第二邻近信息; 修改所述交互对象以包括对应于所述第二邻近信息的数据; 将所述交互对象存储在第一数据存储设备中，其中还存储所述客户与客户联络中心的资源之间的联系中心交互的数据; 以及检索所述交互对象的存储数据和所述联系中心交互的数据，用于基于所检索的数据生成输出。

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式