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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 2018 2017 2016 2015 2014 2013 2012 2011 2010 2009 | Company Directory "G" | Genesys Telecommunications Laboratories Inc-related inventors


System and routing interactions for a contact center based on intelligent and dynamic routing considerations

A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the... Genesys Telecommunications Laboratories Inc

System and semantically exploring concepts

A method for detecting and categorizing topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; filtering, by the processor, the plurality of fragments to generate a filtered plurality of fragments; clustering, by the processor, the filtered fragments into a... Genesys Telecommunications Laboratories Inc

Method and system for processing a customer request through a plurality of communication interfaces and for supervising such processing

A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator... Genesys Telecommunications Laboratories Inc

System and automatic quality management and coaching

A method includes: receiving, by a processor, an evaluation form including a plurality of evaluation questions; receiving, by the processor, an interaction to be evaluated by the evaluation form; selecting, by the processor, an evaluation question of the evaluation form, the evaluation question including a rule associated with one or... Genesys Telecommunications Laboratories Inc

System and automatic quality evaluation of interactions

A method for automatically calculating an overall evaluation score of an interaction includes: receiving, by a processor, an evaluation form, the evaluation form comprising a plurality of automatic questions and a plurality of manual questions; automatically extracting, by a processor, a set of features from the interaction, the set of... Genesys Telecommunications Laboratories Inc

System and distributed dynamic resource commitment

A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center... Genesys Telecommunications Laboratories Inc

System and dynamic generation and optimization of process flows for a customer contact center

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... Genesys Telecommunications Laboratories Inc

System and transferee controlled protocol transfers

A system and method provide an indication by a calling device of a transfer preference for an interaction with a called device. The called device is enabled or restricted to transfer the interaction based on the transfer preference. The transfer preference is provided by a session initiation protocol or various... Genesys Telecommunications Laboratories Inc

System for indicating priority levels for transaction and task engagement in a call center

A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of... Genesys Telecommunications Laboratories Inc

System and managing multi-channel engagements

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... Genesys Telecommunications Laboratories Inc

System and intelligent task management and routing

Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer.... Genesys Telecommunications Laboratories Inc

Generalized phrases in automatic speech recognition systems

A method for generating a suggested phrase having a similar meaning to a supplied phrase in an analytics system includes: receiving, on a computer system comprising a processor and memory storing instructions, the supplied phrase, the supplied phrase including one or more terms; identifying, on the computer system, a term... Genesys Telecommunications Laboratories Inc

System and providing secure access to electronic records

A system and method for providing secure access to electronic records. The system authenticates a user associated with the electronic records, receives a request to access the electronic records, and provides access to the electronic records in response to authenticating the user. The system also receives user input data and... Genesys Telecommunications Laboratories Inc

Authentication system and method based on authentication annotations

A system and method for providing secure access to electronic records. A processor receives, from a first client, a first request to access the electronic records, authenticates the first client, and provides access to the electronic records in response to determining that the first client is authenticated. The processor receives... Genesys Telecommunications Laboratories Inc

System and handling interactions with individuals with physical impairments

A method for handling an interaction between an individual having a physical impairment and a customer contact center includes: detecting, by a processor, an interaction directed to a route point; determining, by the processor, whether the interaction is associated with an individual having a physical impairment; identifying, by the processor,... Genesys Telecommunications Laboratories Inc

System and anticipating and preloading data in a customer contact center

A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data... Genesys Telecommunications Laboratories Inc

System and anticipating user interaction in a customer contact center

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... Genesys Telecommunications Laboratories Inc

Contact center advanced outbound communications to a contact group

A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying,... Genesys Telecommunications Laboratories Inc

Tag-based performance framework for contact center

An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource... Genesys Telecommunications Laboratories Inc

System and site aware routing for callback

A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the... Genesys Telecommunications Laboratories Inc

System and geo-location based media recording for a contact center

A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic... Genesys Telecommunications Laboratories Inc

Call transfer using session initiation protocol (sip)

A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network... Genesys Telecommunications Laboratories Inc

System for routing interactions using bio-performance attributes of persons as dynamic input

A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models... Genesys Telecommunications Laboratories Inc

System and optimizing physical placement of contact center agents on a contact center floor

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... Genesys Telecommunications Laboratories Inc

System and optimizing contact center resource groups

A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups,... Genesys Telecommunications Laboratories Inc

Virtual interactions in contact center operations

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... Genesys Telecommunications Laboratories Inc

System and customer experience management

A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at... Genesys Telecommunications Laboratories Inc

Resource sharing in a peer-to-peer network of contact center nodes

A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The... Genesys Telecommunications Laboratories Inc

System and contact center communications

A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between... Genesys Telecommunications Laboratories Inc

System and preventing attacks in communications

A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between... Genesys Telecommunications Laboratories Inc

Method for interacting with a group of individuals as a single contact

A method for establishing a group of individuals as a single contact entity eligible for contact services within a contact center includes the steps (a) identifying a group and each group member according to existing group rules and member profiles; (b) identifying and quantifying the unifying aspects of the members... Genesys Telecommunications Laboratories Inc

System and distributed maintenance of contact center state

A system and/or a method of distributed maintenance of contact center state including the state of contact center objects which may include directory numbers and agents. Device controllers and call controllers are used to monitor device and call information. Data aggregation nodes are connected to the device controllers and call... Genesys Telecommunications Laboratories Inc

Portable continuity object

A method for providing continuity over a series of transactions is provided, comprising the steps of (a) creating a Portable Continuity Object (PCO) as a defined digital package by an instance of PCO software executing on a computerized appliance also capable of communication transaction; (b) providing identity of a person,... Genesys Telecommunications Laboratories Inc

Connected machine initiated service

Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may... Genesys Telecommunications Laboratories Inc

Digital service interface

A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service... Genesys Telecommunications Laboratories Inc

11/30/17 / #20170344754

System and data management and task routing based on data tagging

Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules,... Genesys Telecommunications Laboratories Inc

11/09/17 / #20170324866

System and chat automation

In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end... Genesys Telecommunications Laboratories Inc

11/09/17 / #20170324867

System and managing and transitioning automated chat conversations

In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information... Genesys Telecommunications Laboratories Inc

11/09/17 / #20170324868

System and monitoring progress of automated chat conversations

In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end... Genesys Telecommunications Laboratories Inc

11/02/17 / #20170316438

Customer experience analytics

A method for generating a predictor of customer behavior for a contact center includes: collecting, by a processor, data from a plurality of different applications of the contact center, the data being stored in a plurality of different formats, the data corresponding to a plurality of recorded interactions between a... Genesys Telecommunications Laboratories Inc

11/02/17 / #20170317965

Social media feedback for routing user communications

A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social... Genesys Telecommunications Laboratories Inc

10/26/17 / #20170308455

System for interacting with a web visitor

A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information... Genesys Telecommunications Laboratories Inc

10/26/17 / #20170310823

Call mobility

A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live... Genesys Telecommunications Laboratories Inc

10/19/17 / #20170300499

Quality monitoring automation in contact centers

A method includes: receiving, by a processor, a question including text; identifying, by the processor, one or more identified topics from a plurality of tracked topics tracked by an analytics system in accordance with the text of the question, the analytics system being configured to perform analytics on a plurality... Genesys Telecommunications Laboratories Inc

10/05/17 / #20170289355

System and interaction callback pacing

A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction.... Genesys Telecommunications Laboratories Inc

09/21/17 / #20170272574

Dynamic recommendation of routing rules for contact center use

A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center,... Genesys Telecommunications Laboratories Inc

08/31/17 / #20170251104

Network recording and speech analytics system and method

... Genesys Telecommunications Laboratories Inc

08/31/17 / #20170251107

Customer controlled interaction management

A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the... Genesys Telecommunications Laboratories Inc

08/03/17 / #20170223188

System and interacting with customer contact center over a mobile device

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by... Genesys Telecommunications Laboratories Inc

07/27/17 / #20170214798

Activities assignment optimization for multi-skill contact center

A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of... Genesys Telecommunications Laboratories Inc

07/20/17 / #20170206889

Predicting recognition quality of a phrase in automatic speech recognition systems

A method for predicting a speech recognition quality of a phrase comprising at least one word includes: receiving, on a computer system including a processor and memory storing instructions, the phrase; computing, on the computer system, a set of features comprising one or more features corresponding to the phrase; providing... Genesys Telecommunications Laboratories Inc

07/20/17 / #20170206890

Language model customization in speech recognition for speech analytics

A method for generating a language model for an organization includes: receiving, by a processor, organization-specific training data; receiving, by the processor, generic training data; computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data; assigning, by the processor, a plurality of... Genesys Telecommunications Laboratories Inc

07/20/17 / #20170206891

Material selection for language model customization in speech recognition for speech analytics

A method for extracting, from non-speech text, training data for a language model for speech recognition includes: receiving, by a processor, non-speech text; selecting, by the processor, text from the non-speech text; converting, by the processor, the selected text to generate converted text comprising a plurality of phrases consistent with... Genesys Telecommunications Laboratories Inc

06/29/17 / #20170186422

Fast out-of-vocabulary search in automatic speech recognition systems

A method including: receiving, on a computer system, a text search query, the query including one or more query words; generating, on the computer system, for each query word in the query, one or more anchor segments within a plurality of speech recognition processed audio files, the one or more... Genesys Telecommunications Laboratories Inc

06/29/17 / #20170187670

Methods and inserting content into conversations in on-line and digital environments

Content is inserted into conversations hosted on a takeoff site using creatives that provide lures and links to other material that users engaged in the conversation might find helpful and relevant. Such insertions are made in a contextually meaningful fashion through the use of a matching and decision process that... Genesys Telecommunications Laboratories Inc

06/22/17 / #20170180553

Customer care mobile application

A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application.... Genesys Telecommunications Laboratories Inc

06/08/17 / #20170161691

Context aware interaction

A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of... Genesys Telecommunications Laboratories Inc

06/08/17 / #20170163804

Answering machine detection

A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is... Genesys Telecommunications Laboratories Inc

06/08/17 / #20170163807

Routing user communications to agents

A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the... Genesys Telecommunications Laboratories Inc

06/08/17 / #20170163808

System and web-based real time and out-of-band communications with contact centers

A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the... Genesys Telecommunications Laboratories Inc

06/01/17 / #20170155766

Call center builder platform

Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact... Genesys Telecommunications Laboratories Inc

06/01/17 / #20170155770

System and scalable interaction prioritization

A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at... Genesys Telecommunications Laboratories Inc

05/25/17 / #20170149844

Media channel management network communications sessions

A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual... Genesys Telecommunications Laboratories Inc

05/25/17 / #20170149970

Method and system for managing interactive communications campaigns with text messaging

A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.... Genesys Telecommunications Laboratories Inc

05/25/17 / #20170149977

System and performance-based routing of interactions in a contact center

A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one... Genesys Telecommunications Laboratories Inc

Patent Packs
05/18/17 / #20170140420

System and marketing attribution in an enterprise

A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression... Genesys Telecommunications Laboratories Inc

05/18/17 / #20170141979

Distributed aggregation for contact center agent-groups on sliding interval

A method for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device aggregated data for a sliding interval including N+1 contiguous panes ordered from 0 to N, where N is greater or equal to 1;... Genesys Telecommunications Laboratories Inc

05/18/17 / #20170142169

Multimedia routing system for securing third party participation in call consultation or call transfer of a call in progress

A multimedia router has code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions, and a routing point identified in the router code for establishing at least one non-voice communications session between two or more communications appliances enabled for... Genesys Telecommunications Laboratories Inc

05/04/17 / #20170126891

System and social message classification based on influence

A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170116173

Data-driven dialogue enabled self-help systems

A method for configuring an automated self-help system based on prior interactions between a plurality of customers and a plurality of agents of a contact center includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text, the recognized text including a plurality... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118175

Trust in physical networks

A trust network has at least one transmission medium supporting transmission of data, wherein data transmitted is in at least some instances transmitted in discrete portions, two or more nodes terminating discrete legs in the transmission medium, and trust software executing from a machine-readable medium by a processor on one... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118336

Dialogue flow optimization and personalization

A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions;... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118337

Visual interactive voice response system

A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118338

Multi-channel delivery platform

A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118340

Recording user communications

A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118342

Interaction management system and methods of use

A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118343

Method and system for integrating an interaction management system with a business rules management system

In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118345

Contact center session preservation

A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a... Genesys Telecommunications Laboratories Inc

04/27/17 / #20170118349

Multimodal interactive voice response system

Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic... Genesys Telecommunications Laboratories Inc

04/20/17 / #20170111503

Optimized routing of interactions to contact center agents based on agent preferences

A system and method for routing interactions to contact center agents. The system is adapted to identify an interaction to be routed, and identify a first group of agents based on one or more constraints for generating one or more candidate agents. The system is adapted to gather preference of... Genesys Telecommunications Laboratories Inc

Patent Packs
04/20/17 / #20170111505

System and generating a network of contact center agents and customers for optimized routing of interactions

A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing... Genesys Telecommunications Laboratories Inc

04/20/17 / #20170111507

Optimized routing of interactions to contact center agents based on forecast agent availability and customer patience

A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait... Genesys Telecommunications Laboratories Inc

04/20/17 / #20170111509

Optimized routing of interactions to contact center agents based on machine learning

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... Genesys Telecommunications Laboratories Inc

04/13/17 / #20170103360

System and intelligent task management and routing based on physiological sensor input data

Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in... Genesys Telecommunications Laboratories Inc

04/13/17 / #20170104872

System and intelligent task management and routing based on location sensor input data

Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in... Genesys Telecommunications Laboratories Inc

02/02/17 / #20170034353

System and dynamic call diversion

A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to... Genesys Telecommunications Laboratories Inc

01/26/17 / #20170024190

Automated call center software build generator

A call center (CC) generator includes generator software (GSW) executing on a computerized appliance from a machine-readable physical medium, an input interface for receiving a CC configuration, access to a data repository storing CC software components, a function relating configuration parameters to individual ones of the stored CC software components,... Genesys Telecommunications Laboratories Inc

01/19/17 / #20170017819

Graphical menu builder for encoding applications in an image

The present invention provides a method and apparatus for encoding applications in an image. One embodiment of the method includes forming a first image that encodes information indicative of a map relating one or more pixel patterns to functionality implemented by a processor-based device. The first image is formed so... Genesys Telecommunications Laboratories Inc

01/19/17 / #20170018269

Data driven speech enabled self-help systems and methods of operating thereof

A method for configuring an automated, speech driven self-help system based on prior interactions between a plurality of customers and a plurality of agents includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text; detecting, by the processor, a plurality of phrases... Genesys Telecommunications Laboratories Inc

01/19/17 / #20170019536

System and methods for integrating short message service messaging with contact center applications

A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected... Genesys Telecommunications Laboratories Inc

01/12/17 / #20170013132

System and contact center shared economy

A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace.... Genesys Telecommunications Laboratories Inc

01/05/17 / #20170006161

Intelligent automated agent for a contact center

... Genesys Telecommunications Laboratories Inc








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