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1. 发明申请

US20160191712A1 SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS FOR CONTACT CENTER BASED ON AGENT PROXIMITY 有权
标题翻译：基于代理机构管理联络中心客户互动的系统与方法
公开(公告)号：US20160191712A1
公开(公告)日：2016-06-30
申请号：US14588403
申请日：2014-12-31
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M3/5232 , H04M2242/30
摘要： In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
摘要翻译：在用于管理客户联络中心的客户交互的方法中，所述方法包括：由处理器接收关于要路由的交互的信息; 由所述处理器识别与所述交互相关联的上下文; 由处理器接收与电子设备和第一邻近设备之间的接近度相关的第一邻近信息; 响应于接收到所述第一邻近信息，由所述处理器将对应于与所述交互相关联的上下文的代理的熟练度级别调整为第一值; 由处理器确定代理人是否有资格基于熟练程度来处理交互; 以及由所述处理器发送用于响应于确定所述代理人有资格基于所述熟练程度来处理所述交互的代理将所述交互路由到所述代理的消息。

2. 发明授权

US10027618B2 Social media feedback for routing user communications 有权
公开(公告)号：US10027618B2
公开(公告)日：2018-07-17
申请号：US15652182
申请日：2017-07-17
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
IPC分类号： H04M3/00 , H04L12/58 , H04M3/51
摘要： 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 network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.

3. 发明申请

US20180249012A1 SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS FOR CONTACT CENTER BASED ON AGENT PROXIMITY 审中-公开
公开(公告)号：US20180249012A1
公开(公告)日：2018-08-30
申请号：US15968581
申请日：2018-05-01
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC分类号： H04M3/523
摘要： In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

4. 发明授权

US09992341B2 System and method for managing customer interactions for contact center based on agent proximity 有权
公开(公告)号：US09992341B2
公开(公告)日：2018-06-05
申请号：US14588403
申请日：2014-12-31
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC分类号： H04M3/00 , H04M5/00 , H04M3/523
CPC分类号： H04M3/5233 , H04M3/5232 , H04M2242/30
摘要： In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

5. 发明申请

US20170317965A1 SOCIAL MEDIA FEEDBACK FOR ROUTING USER COMMUNICATIONS 有权
公开(公告)号：US20170317965A1
公开(公告)日：2017-11-02
申请号：US15652182
申请日：2017-07-17
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
IPC分类号： H04L12/58 , H04M3/51
CPC分类号： H04L51/32 , H04M3/5191 , H04M2203/655
摘要： 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 network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.

6. 发明授权

US10666804B2 System and method for managing customer interactions for contact center based on agent proximity 有权
公开(公告)号：US10666804B2
公开(公告)日：2020-05-26
申请号：US15968581
申请日：2018-05-01
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC分类号： H04M3/523
摘要： In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

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