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Genesys Telecommunications Laboratories Inc patents

Recent patent applications related to Genesys Telecommunications Laboratories Inc. Genesys Telecommunications Laboratories Inc is listed as an Agent/Assignee. Note: Genesys Telecommunications Laboratories Inc may have other listings under different names/spellings. We're not affiliated with Genesys Telecommunications Laboratories Inc, we're just tracking patents.

ARCHIVE: New 2017 2016 2015 2014 2013 2012 2011 2010 2009 | Company Directory "G" | Genesys Telecommunications Laboratories Inc-related inventors




Date Genesys Telecommunications Laboratories Inc patents (updated weekly) - BOOKMARK this page
09/21/17 new patent  Dynamic recommendation of routing rules for contact center use
08/31/17Network recording and speech analytics system and method
08/31/17Customer controlled interaction management
08/03/17System and interacting with customer contact center over a mobile device
07/27/17Activities assignment optimization for multi-skill contact center
07/20/17Predicting recognition quality of a phrase in automatic speech recognition systems
07/20/17Language model customization in speech recognition for speech analytics
07/20/17Material selection for language model customization in speech recognition for speech analytics
06/29/17Fast out-of-vocabulary search in automatic speech recognition systems
06/29/17Methods and inserting content into conversations in on-line and digital environments
06/22/17Customer care mobile application
06/08/17Context aware interaction
06/08/17Answering machine detection
06/08/17Routing user communications to agents
06/08/17System and web-based real time and out-of-band communications with contact centers
06/01/17Call center builder platform
06/01/17System and scalable interaction prioritization
05/25/17Media channel management network communications sessions
05/25/17Method and system for managing interactive communications campaigns with text messaging
05/25/17System and performance-based routing of interactions in a contact center
05/18/17System and marketing attribution in an enterprise
05/18/17Distributed aggregation for contact center agent-groups on sliding interval
05/18/17Multimedia routing system for securing third party participation in call consultation or call transfer of a call in progress
05/04/17System and social message classification based on influence
04/27/17Data-driven dialogue enabled self-help systems
04/27/17Trust in physical networks
04/27/17Dialogue flow optimization and personalization
04/27/17Visual interactive voice response system
04/27/17Multi-channel delivery platform
04/27/17Recording user communications
04/27/17Interaction management system and methods of use
04/27/17Method and system for integrating an interaction management system with a business rules management system
04/27/17Contact center session preservation
04/27/17Multimodal interactive voice response system
04/20/17Optimized routing of interactions to contact center agents based on agent preferences
04/20/17System and generating a network of contact center agents and customers for optimized routing of interactions
04/20/17Optimized routing of interactions to contact center agents based on forecast agent availability and customer patience
04/20/17Optimized routing of interactions to contact center agents based on machine learning
04/13/17System and intelligent task management and routing based on physiological sensor input data
04/13/17System and intelligent task management and routing based on location sensor input data
02/02/17System and dynamic call diversion
01/26/17Automated call center software build generator
01/19/17Graphical menu builder for encoding applications in an image
01/19/17Data driven speech enabled self-help systems and methods of operating thereof
01/19/17System and methods for integrating short message service messaging with contact center applications
01/12/17System and contact center shared economy
01/05/17Intelligent automated agent for a contact center
12/29/16System and intelligent task management and routing
12/29/16System and intelligent task management in a workbin
12/29/16Interaction request processing according to client pre-configured schedule
12/15/16Rich personalized communication context
12/15/16Contact center recording service
12/08/16Method for simulating screen sharing for multiple applications running concurrently on a mobile platform
12/08/16System for scheduling routing rules in a contact center based on forecasted and actual interaction load and staffing requirements
12/08/16Location-based call initiation
12/01/16System and managing multiple interactions
12/01/16System and quality management platform
12/01/16Distributed hardware/software system for managing agent status in a communication center
12/01/16System for facilitating loosely configured service worker groups in a dynamic call center environment
12/01/16System and analysis and correlation of scoring and customer satisfaction
11/17/16System and identity authentication
11/17/16Robust dtmf detection in an unreliable voice-over-ip (voip) environment
11/03/16System and customer experience management
10/27/16Recursive adaptive interaction management system
10/20/16Graphical user interface and testing and visually representing telephony state
Patent Packs
10/20/16System for routing interactions using bio-performance attributes of persons as dynamic input
10/13/16System and methods for predicting future agent readiness for handling an interaction in a call center
10/06/16Collaboration system and method
09/22/16System for indicating priority levels for transaction and task engagement in a call center
09/08/16System and addition and removal of servers in server cluster
09/08/16System and call progress detection
09/08/16Managing interactive communications campaigns with customer recovery
08/25/16Proactive knowledge offers
08/25/16System and making engagement offers based on observed navigation path
07/14/16Method of controlling session initiation protocol sessions with state charts
06/30/16System and interactive multi-resolution topic detection and tracking
06/30/16System and managing customer interactions
06/30/16Learning based on simulations of interactions of a customer contact center
06/30/16System and managing customer interactions for contact center based on agent proximity
06/23/16System and impression purchase based on skilled agent
Patent Packs
06/23/16System and marketing attribution in an enterprise
06/09/16System and web-based real time communication with optimized transcoding
06/02/16Telephony system with a background recapilation feature
05/26/16Federated uptake throttling
05/19/16Method of distributed aggregation in a call center
05/12/16Method and optimizing response time to events in queue
04/28/16Rules-based compliance system
04/14/16Call event tagging and call recording stitching for contact center call recordings
04/14/16Method for automated handling of outbound contacts requiring assured connection to a live agent
04/14/16Distributed event delivery
03/31/16Pattern-controlled automated messaging system
03/03/16Customer controlled interaction management
03/03/16Social media integrated agent routing
02/04/16System and managing customer feedback
02/04/16System and managing customer feedback
02/04/16Context aware interaction
02/04/16System and addressing communication issues for contact center service quality
02/04/16System and scalable interaction prioritization
02/04/16System and addressing hard-to-understand for contact center service quality
02/04/16System and case-based routing for a contact
02/04/16System and anticipatory dynamic customer segmentation for a contact center
02/04/16Adaptable business objective routing for a contact center
01/28/16System to deploy a disaster-proof geographically-distributed call center
01/28/16Media channel management network communications sessions
01/28/16System and call and data matching in a contact center
01/28/16Activities assignment optimization for multi-skill contact center
01/14/16Trust conferencing apparatus and methods in digital communication
01/14/16System and semantically exploring concepts
01/14/16Coaching with collaborative editing
01/14/16Dynamic management and redistribution of contact center media traffic
Social Network Patent Pack
12/31/15System and recording agent interactions
12/31/15System and recording agent interactions
12/31/15Automated call center software build generator
12/31/15Enhancing work force management with speech analytics
12/31/15System and out-of-band communication with contact centers
12/24/15System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time
12/17/15Intelligent resource manager service recovery including request retransmissions
12/17/15System and methods for selecting a dialing strategy for placing an outbound call
12/17/15Distributed hardware/software system for managing agent status in a communication center
12/17/15System and transferee controlled protocol transfers
Patent Packs
12/10/15System and web-based real time communication with contact centers
12/10/15System and methods for recording a compressed video and audio stream
12/03/15System and application inactivity control
12/03/15System and controlled knowledge system management
12/03/15Multi-tenant based analytics for contact centers
12/03/15Connecting transaction entities to one another securely and privately, with interaction recording
12/03/15System and providing dynamic recommendations based on interactions in retail stores
12/03/15Context-sensitive information retrieval
12/03/15System for managing communications activated by a trigger event
12/03/15System and single logout of applications
12/03/15System and bridging online customer experience
12/03/15System and executing interaction flow for contact centers
12/03/15Flow designer for contact centers
12/03/15System and managing interaction flow for contact centers
11/19/15Recursive adaptive interaction management system
11/19/15System for determining presence of and authorizing a quorum to transact business over a network
11/19/15Customer-enabled evaluation and control of communication center agent contact
11/12/15System and access number distribution in a contact center
11/05/15Technique to authenticate in a mobile application using near-field communication
11/05/15Method for assembling a business process and for orchestrating the process based on process beneficiary information
10/29/15Network recording and speech analytics system and method
10/29/15System for facilitating loosely configured service worker groups in a dynamic call center environment
10/29/15Method and system for integrating an interaction management system with a business rules management system
10/15/15System for routing interactions using bio-performance attributes of persons as dynamic input
10/08/15Customer care mobile application
10/01/15Rules-based compliance system
09/24/15Local survivability in a distributed contact center environment
09/24/15Resource sharing in a peer-to-peer network of contact center nodes
09/10/15Vendor relationship management for contact centers
09/10/15Conversation assistant
Patent Packs
08/27/15Personal desktop router
08/20/15Call transfer using session initiation protocol (sip)
07/23/15Contact center recording service
07/16/15Method for routing transactions between internal and external partners in a communication center
07/16/15Computing suggested actions in caller agent phone calls by using real-time speech analytics and real-time desktop analytics
07/09/15Generalized phrases in automatic speech recognition systems
07/02/15System and handling call recording failures for a contact center
07/02/15Customer portal of an intelligent automated agent for a contact center
07/02/15System and customer experience management
06/25/15System for scheduling routing rules in a contact center based on forcasted and actual interaction load and staffing requirements
06/25/15System and exposing customer availability to contact center agents
06/18/15Multimedia routing system for securing third party participation in call consultation or call transfer of a call in progress
05/21/15Methods and enhancing wireless data network telephony, including quality of service monitoring and control
04/30/15System and monitoring health of deployment states for a contact center
04/30/15System and performance-based routing of interactions in a contact center
04/30/15Predicting recognition quality of a phrase in automatic speech recognition systems
04/30/15Trust-interactive communication applications
04/23/15System and methods for locating and acquisitioning a service connection via request broadcasting over a data packet network
04/16/15Federated access
04/02/15Proxy media service for digital telephony
Social Network Patent Pack
04/02/15Customer-centric network-based conferencing
04/02/15Method and system for propagating statistics between federated contact center sites for use in event distribution
03/05/15System and web-based real time communication with optimized transcoding
03/05/15Dynamic health data task-based transition of care
02/19/15Interaction request processing according to client pre-configured schedule
01/29/15System and discovering and exploring concepts
01/29/15System and discovering and exploring concepts and root causes of events
01/22/15Method of distributed aggregation in a call center
01/15/15System and methods for integrating short message service messaging with contact center applications
12/25/14System and managing traffic bursts for a plurality of tenants
12/25/14Service control point funtionality implemented at communication endpoints
12/25/14Method and extended management of state and interaction of a remote knowledge worker from a contact center
12/25/14Distributed event delivery
12/25/14Method for automated handling of outbound contacts requiring assured connection to a live agent
12/25/14Method and optimizing response time to events in queue
12/25/14Federated uptake throttling
12/25/14System and methods for improving interaction routing performance
12/25/14Method for simulating screen sharing for multiple applications running concurrently on a mobile platform
12/18/14Collaboration system and method
12/18/14System and controlling lifespan of interaction requests
Social Network Patent Pack
11/13/14Activities assignment optimization for multi-skill contact center
11/06/14Graphical user interface and testing and visually representing telephony state
09/18/14Back office services of an intelligent automated agent for a contact center
09/11/14Customer-enabled evaluation and control of communication center agent contact
09/04/14Telecommunication system for automatically locating by network connection and selectively delivering calls to mobile client devices
08/28/14Portable continuity object
08/28/14System and methods for matching electronic proposals to electronic requests
08/21/14System and methods for selecting a dialing strategy for placing an outbound call
07/31/14Method and creating and distributing cost telephony-switching functionality within an ip network
07/31/14System and in-air customer service
07/31/14Coaching with collaborative editing
07/24/14System for facilitating loosely configured service worker groups in a dynamic call center environment
07/03/14Fast out-of-vocabulary search in automatic speech recognition systems
06/26/14System and testing and deploying rules
06/12/14Contact center recording service
06/12/14Contact center session preservation
06/05/14Dialed string matching and call cost minimization in dial plan
06/05/14Distributed event delivery
06/05/14Location-based call initiation
06/05/14Distributed agent reservation in sip cluster
05/29/14Workload distribution with resource awareness
05/22/14Dynamic recommendation of routing rules for contact center use
05/22/14System and contact center activity routing based on agent preferences
05/22/14Best match interaction set routing
05/15/14System for determining presence of and authorizing a quorum to transact business over a network
05/08/14System and out-of-band communication with contact centers
05/08/14System and distributed maintenance of contact center state
05/08/14System and web-based real time communication with contact centers
05/08/14Scalable approach to agent-group state maintenance in a contact center
05/08/14Method of controlling session initiation protocol sessions with state charts
Social Network Patent Pack
05/01/14Method and system for integrating an interaction management system with a business rules management system
02/13/14Method for automated handling of outbound contacts requiring assured connection to a live agent
09/19/13System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time
08/15/13Collaboration system and method
07/25/13Method and system for propagating statistics between federated contact center sites for use in event distribution
06/27/13System for indicating priority levels for transaction and task engagement in a call center
06/27/13Distributed hardware/software system for managing agent status in a communication center
06/06/13Trust conferencing apparatus and methods in digital communication
05/23/13System for scheduling routing rules in a contact center based on forcasted and actual interaction load and staffing requirements
08/05/10E-mail client with programmable address attributes
12/31/09Telecommunication system for automatically locating by network connection and selectively delivering calls to mobile client devices
10/01/09Accumulative decision point data analysis system for telephony and electronic communications operations
09/10/09Method and providing enhanced communication capability for mobile devices on a virtual private network
04/02/09System and pre-routing network events







ARCHIVE: New 2017 2016 2015 2014 2013 2012 2011 2010 2009



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