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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 method for 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 call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.. ... Genesys Telecommunications Laboratories Inc

Contact center system and method for 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, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.. . ... Genesys Telecommunications Laboratories Inc

System for facilitating loosely configured service worker groups in a dynamic call center environment

A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.. ... Genesys Telecommunications Laboratories Inc

Pacing in knowledge worker engagement

A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.. . ... Genesys Telecommunications Laboratories Inc

System and method for identity authentication

A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. ... Genesys Telecommunications Laboratories Inc

Method for interacting with a multimedia presentation served by an interactive response unit

A system for interacting with a multimedia presentation includes one or more machine-readable codes embedded in a plurality of sequential frames or in individual slides of a multimedia presentation, the frames or slides defining at least one interactive portion of a larger multimedia presentation, a touch-screen driver extension resident on a digital medium and transferable over a network to the digital medium of a touch-screen operated multi-media device, the extension enabling interpretation at the multimedia-enabled interactive response unit of touch-screen taps input during play of the multimedia presentation, and a set of machine instructions resident on a digital medium coupled to or accessible to a multimedia-enabled interactive response system, the machine instructions executable by physical interaction with the one or more of the machine-readable codes in the multimedia presentation to serve one or more additional multimedia presentations to the touch-screen multimedia device.. . ... Genesys Telecommunications Laboratories Inc

Methods and apparatus for 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 determines best candidate creatives and an appropriate time and place for their insertion into the conversation.. ... Genesys Telecommunications Laboratories Inc

Hybrid cloud architecture with optimized local delivery

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. ... Genesys Telecommunications Laboratories Inc

Interaction request processing according to client pre-configured schedule

An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.. ... Genesys Telecommunications Laboratories Inc

Graphical user interface for configuring contact center routing strategies

A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. ... Genesys Telecommunications Laboratories Inc

Workload distribution with resource awareness

A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.. . ... Genesys Telecommunications Laboratories Inc

Network recording and speech analytics system and method

A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. ... Genesys Telecommunications Laboratories Inc

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. ... Genesys Telecommunications Laboratories Inc

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

07/05/18 / #20180191899

System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution

A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.. ... Genesys Telecommunications Laboratories Inc

06/28/18 / #20180181921

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 availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.. . ... Genesys Telecommunications Laboratories Inc

06/21/18 / #20180176382

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. ... Genesys Telecommunications Laboratories Inc

06/21/18 / #20180176381

System and method for 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 a time.. ... Genesys Telecommunications Laboratories Inc

06/21/18 / #20180176379

Best match interaction set routing

A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, n activities, wherein n is an integer greater than 1; concurrently identifying, by the processor, n contact center agents; identifying, by the processor, one or more sets of preferences associated with the n activities and the n contact center agents; matching, by the processor, the n activities and the n contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the n activities to the matched contact center agents.. . ... Genesys Telecommunications Laboratories Inc

06/21/18 / #20180176378

Pinning in an interactive media/voice response system

A system and method for providing an interactive media response menu in an interactive media response (imr) system is described. The system provides an end user with an imr menu. ... Genesys Telecommunications Laboratories Inc

06/21/18 / #20180176375

Scalable approach to agent-group state maintenance in a contact center

A system and method for aggregating state information in a contact center. Agent-owner nodes aggregate state information for the agents they own, and, upon request from a client-side adapter, provide partial agent-group state information to the client side adapter. ... Genesys Telecommunications Laboratories Inc

06/21/18 / #20180176162

Voice enabled social artifacts

A user is prompted to select a social site for generating a voice enabled social artifact. A user selection of the social site is received. ... Genesys Telecommunications Laboratories Inc

06/21/18 / #20180173751

Log file management tool

A system includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: retrieve a first log over a network from a first server of a plurality of servers for at least one contact center; generate an index of values in the first log; update an index database based on the index; and save the first log on a storage device.. . ... Genesys Telecommunications Laboratories Inc

06/14/18 / #20180167514

System for scheduling routing rules in a contact center based on forecasted and actual interaction load and staffing requirements

A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.. ... Genesys Telecommunications Laboratories Inc

06/14/18 / #20180167509

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 events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (bom), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.. ... Genesys Telecommunications Laboratories Inc

06/07/18 / #20180159983

System and method for 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. ... Genesys Telecommunications Laboratories Inc

06/07/18 / #20180159982

System and method for 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. ... Genesys Telecommunications Laboratories Inc

06/07/18 / #20180159981

System and methods for scheduling and optimizing inbound call flow to a call center

A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.. . ... Genesys Telecommunications Laboratories Inc

06/07/18 / #20180159923

Dynamic call control

A request to establish a voice communications session between a user of a telephonic device and an interactive voice response (ivr) system of a call handling system is received by a dynamic call control engine. A resource requirement for the voice communications session is determined. ... Genesys Telecommunications Laboratories Inc

05/31/18 / #20180152560

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 call. ... Genesys Telecommunications Laboratories Inc

05/24/18 / #20180146093

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 that indicates a first level of caller satisfaction. ... Genesys Telecommunications Laboratories Inc

05/10/18 / #20180131809

System and method for predictive routing based on a customer journey patience

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. ... Genesys Telecommunications Laboratories Inc

05/10/18 / #20180129942

System and method for controlled knowledge system management

In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer,. . ... Genesys Telecommunications Laboratories Inc

05/03/18 / #20180124122

System and methods for improving interaction routing performance

An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (wan), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the wan, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.. ... Genesys Telecommunications Laboratories Inc

04/19/18 / #20180109680

System and method for 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. ... Genesys Telecommunications Laboratories Inc

04/12/18 / #20180103147

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. ... Genesys Telecommunications Laboratories Inc

04/12/18 / #20180102126

System and method for 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 plurality of base clusters; and clustering, by the processor, the plurality of base clusters into a plurality of hyper clusters.. . ... Genesys Telecommunications Laboratories Inc

04/05/18 / #20180097941

System and method for 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. ... Genesys Telecommunications Laboratories Inc

04/05/18 / #20180097940

System and method for 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 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.. . ... Genesys Telecommunications Laboratories Inc

04/05/18 / #20180097939

System and method for 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 having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.. . ... Genesys Telecommunications Laboratories Inc

04/05/18 / #20180096617

System and method for 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 features comprising answers to the automatic questions without manually generated answers to the manual questions; and computing an overall evaluation score based on the set of features.. . ... Genesys Telecommunications Laboratories Inc

04/05/18 / #20180096278

System and method for 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 more topics, each of the topics including one or more words or phrases; searching, by the processor, the interaction for the one or more topics of the rule in accordance with the presence of one or more words or phrases in the interaction to generate a search result; calculating, by the processor, an answer to the evaluation question in accordance with the rule and the search result; and outputting, by the processor, the calculated answer to the evaluation question of the evaluation form.. . ... Genesys Telecommunications Laboratories Inc

03/29/18 / #20180091650

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 business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.. . ... Genesys Telecommunications Laboratories Inc

03/22/18 / #20180084111

System and method for 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 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.. . ... Genesys Telecommunications Laboratories Inc

03/15/18 / #20180074866

System and method for 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. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. ... Genesys Telecommunications Laboratories Inc

03/08/18 / #20180067924

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 of the phrase belonging to a semantic group; generating the suggested phrase using the supplied phrase and the semantic group; and returning the suggested phrase.. . ... Genesys Telecommunications Laboratories Inc

03/01/18 / #20180063329

Contact center system and method for 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, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.. . ... Genesys Telecommunications Laboratories Inc

03/01/18 / #20180063328

System and method for 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 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.. . ... Genesys Telecommunications Laboratories Inc

03/01/18 / #20180063327

System and method for 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 to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.. . ... Genesys Telecommunications Laboratories Inc

03/01/18 / #20180063325

System and method for 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, a first resource of the contact center for handling the interaction, wherein the first resource is assigned an attribute indicative of being suitable for handling interactions with individuals having the physical impairment; ascertaining, by the processor, a presence of the first resource at a place enabled for handling interactions with individuals having the physical impairment; and transmitting, by the processor, a signal for routing the interaction to the first resource for servicing via the place, wherein in response to the signal, a communication session is established with a user device of the individual having the physical impairment.. . ... Genesys Telecommunications Laboratories Inc

03/01/18 / #20180063134

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. ... Genesys Telecommunications Laboratories Inc

03/01/18 / #20180060871

System and method for 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. ... Genesys Telecommunications Laboratories Inc

02/22/18 / #20180054525

System and method for 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 call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.. ... Genesys Telecommunications Laboratories Inc

02/15/18 / #20180048758

System and method for 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. ... Genesys Telecommunications Laboratories Inc

02/08/18 / #20180041637

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 dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.. ... Genesys Telecommunications Laboratories Inc

02/08/18 / #20180041636

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 to a destination of transfer on the same or connected network. ... Genesys Telecommunications Laboratories Inc

02/01/18 / #20180034966

System and method for 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, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.. . ... Genesys Telecommunications Laboratories Inc

02/01/18 / #20180034965

System and method for 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 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.. . ... Genesys Telecommunications Laboratories Inc

01/25/18 / #20180027116

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 interaction object based on determination of an expected receipt of a future communication, the vi associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created vi is stored and matched with a real incoming communication from the source associated in the vi, and the vi is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the vi.. ... Genesys Telecommunications Laboratories Inc

01/11/18 / #20180013892

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. ... Genesys Telecommunications Laboratories Inc

01/11/18 / #20180013890

System and method for 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 a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. ... Genesys Telecommunications Laboratories Inc

01/04/18 / #20180007081

System and method for 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. ... Genesys Telecommunications Laboratories Inc

01/04/18 / #20180004375

System and method for 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. ... Genesys Telecommunications Laboratories Inc

12/28/17 / #20170371951

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 in the group; (c) aggregating the contact information for each group member relative to communications channels common to the group members and to the contact center; and (d) establishing one or more temporary and or permanent group channels between the contact center and the group members.. . ... Genesys Telecommunications Laboratories Inc

12/21/17 / #20170366670

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, an address of a communication device and a continuity context in the pco; (c) sharing the pco in related transactions, with the pco updated with information concerning individual transactions by digital equipment enhanced with an instance of pco software; and (d) providing context continuity in succeeding transactions by accessing the pco by one or both parties to a transaction.. . ... Genesys Telecommunications Laboratories Inc

12/21/17 / #20170366669

System and method of 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. ... Genesys Telecommunications Laboratories Inc

12/14/17 / #20170359421

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 interface. ... Genesys Telecommunications Laboratories Inc

12/14/17 / #20170359232

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 be determined by the contact center based on the event data. ... Genesys Telecommunications Laboratories Inc

11/30/17 / #20170344754

System and method for 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, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.. ... Genesys Telecommunications Laboratories Inc

11/09/17 / #20170324868

System and method for 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 user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.. . ... Genesys Telecommunications Laboratories Inc

11/09/17 / #20170324867

System and method for 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 from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.. . ... Genesys Telecommunications Laboratories Inc

11/09/17 / #20170324866

System and method for 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 user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.. . ... 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 call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.. . ... 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 regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. ... Genesys Telecommunications Laboratories Inc

10/05/17 / #20170289355

System and method for 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. ... 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. ... 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. ... Genesys Telecommunications Laboratories Inc

08/03/17 / #20170223188

System and method for 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. ... 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 skills, and the rates of incoming interaction requests requiring each of various skills. ... 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 speech transcription text; training, by the processor, a language model using the converted text; and outputting, by the processor, the language model.. . ... 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 weights to the generic training data in accordance with the computed similarities; combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; training, by the processor, a customized language model using the customized training data; and outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood of phrases in a medium.. . ... 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 the phrase to a prediction model on the computer system and receiving a predicted recognition quality value based on the set of features; and returning the predicted recognition quality value.. . ... Genesys Telecommunications Laboratories Inc

06/29/17 / #20170187670

Methods and apparatus for 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 determines best candidate creatives and an appropriate time and place for their insertion into the conversation.. ... 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 anchor segments identifying possible locations containing the query word; post-processing, on the computer system, the one or more anchor segments, the post-processing including: expanding the one or more anchor segments; sorting the one or more anchor segments; and merging overlapping ones of the one or more anchor segments; and searching, on the computer system, the post-processed one or more anchor segments for instances of at least one of the one or more query words using a constrained grammar.. . ... 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. ... Genesys Telecommunications Laboratories Inc

06/08/17 / #20170163808

System and method for 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 user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.. . ... 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 call. ... 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. ... 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 availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.. . ... Genesys Telecommunications Laboratories Inc

06/01/17 / #20170155770

System and method for 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 a time.. ... 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 center configuration parameters are received from the content provider. ... 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 non-voice communications. During a voice call established between a calling party and one of the two or more communications appliances, the routing point is invoked from the called communications appliance by issuance of a non-voice routing request to establish at least one non-voice communications session between the called communications appliance and another of the two or more communications appliances.. ... 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; updating by the computer device the aggregated data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; monitoring for expiration of one of the panes; and in response to determining that the one of the panes has expired, reporting the aggregated data for the sliding interval to a client.. ... Genesys Telecommunications Laboratories Inc

05/18/17 / #20170140420

System and method for 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. ... Genesys Telecommunications Laboratories Inc

05/04/17 / #20170126891

System and method for 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 level of the person associated with the interaction.. . ... 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 device is established in response to the call. ... 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 caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.. ... 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 events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (bom), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.. ... 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 persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.. ... 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 that indicates a first level of caller satisfaction. ... 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. ... 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. ... 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; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.. . ... 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 or more of the two or more nodes. The one or more nodes executing trust software apply trust logic to transmission of the discrete data portions.. ... 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 of phrases, the phrases being classified into a plurality of clusters; extracting, by the processor, a plurality of sequences of clusters, each of the sequences of clusters corresponding to the phrases of one of the prior interactions; filtering, by the processor, the sequences of clusters based on a criterion; mining, by the processor, a preliminary dialogue tree from the sequences of clusters; invoking configuration of the automated self-help system based on the preliminary dialogue tree; and outputting a dialogue tree for configuring the automated self-help system.. . ... 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. ... 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. ... Genesys Telecommunications Laboratories Inc

04/20/17 / #20170111505

System and method for 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. ... 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. ... Genesys Telecommunications Laboratories Inc

04/13/17 / #20170104872

System and method for 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 the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.. ... Genesys Telecommunications Laboratories Inc

04/13/17 / #20170103360

System and method for 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 the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.. ... Genesys Telecommunications Laboratories Inc

02/02/17 / #20170034353

System and method for 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. ... 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, and an output interface for delivering a cc sw suite. The cc generator, executing the gsw, considers the cc configuration, applies the relating function, selects cc software components to copy from the data repository, and builds the cc sw suite for output.. ... 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 to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices.. . ... 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 in the recognized text; clustering, by the processor, the plurality of phrases into a plurality of clusters; generating, by the processor, a plurality of grammars describing corresponding ones of the clusters; outputting, by the processor, the plurality of grammars; and invoking configuration of the automated self-help system based on the plurality of grammars.. . ... 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. ... Genesys Telecommunications Laboratories Inc

01/12/17 / #20170013132

System and method for 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








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