公开(公告)号：AU2017326705B2

公开(公告)日：2020-02-27

申请号：AU2017326705

申请日：2017-09-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： FRAIZER COLIN P ,  ULLYOT JAMES R ,  SCHOTT III RICHARD RAY ,  MUNTEANU BOGDAN ,  URAZOV LACHIN

IPC: H04M3/493

Abstract: System and method for a secure interactive voice response (IVR) includes: receiving a communication from a first party regarding a transaction, over a communication network; connecting the second party with the communication to service the communication; creating an anonymous order entry for the transaction; detecting sensitive information in the communication; isolating the sensitive information in the communication from the second party; route the communication to a secure system for processing of the sensitive information; and reconnecting the communication to complete the transaction.

公开(公告)号：AU2017326705A1

公开(公告)日：2019-04-18

申请号：AU2017326705

申请日：2017-09-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： FRAIZER COLIN P ,  ULLYOT JAMES R ,  SCHOTT III RICHARD RAY ,  MUNTEANU BOGDAN ,  URAZOV LACHIN

IPC: H04M3/493

Abstract: System and method for a secure interactive voice response (IVR) includes: receiving a communication from a first party regarding a transaction, over a communication network; connecting the second party with the communication to service the communication; creating an anonymous order entry for the transaction; detecting sensitive information in the communication; isolating the sensitive information in the communication from the second party; route the communication to a secure system for processing of the sensitive information; and reconnecting the communication to complete the transaction.

公开(公告)号：CA3039773A1

公开(公告)日：2018-03-22

申请号：CA3039773

申请日：2017-09-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： FRAIZER COLIN P ,  ULLYOT JAMES R ,  SCHOTT RICHARD RAY ,  MUNTEANU BOGDAN ,  URAZOV LACHIN

IPC: H04M3/493

Abstract: System and method for a secure interactive voice response (IVR) includes: receiving a communication from a first party regarding a transaction, over a communication network; connecting the second party with the communication to service the communication; creating an anonymous order entry for the transaction; detecting sensitive information in the communication; isolating the sensitive information in the communication from the second party; route the communication to a secure system for processing of the sensitive information; and reconnecting the communication to complete the transaction.

公开(公告)号：CA3030134A1

公开(公告)日：2017-12-07

申请号：CA3030134

申请日：2017-06-02

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： DUMAINE ALEXANDER G ,  WALSH RICHARD J

IPC: G06F17/27 ,  G06Q10/00 ,  H04J3/14 ,  H04M3/00 ,  H04M3/36 ,  H04M3/42

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

公开(公告)号：AU7884900A

公开(公告)日：2001-04-24

申请号：AU7884900

申请日：2000-08-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： BONDARENKO OLEG ,  SHTIVELMAN YURI

IPC: H04M3/51 ,  H04M3/523 ,  H04M7/00

Abstract: An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a cal back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.

公开(公告)号：AU2045900A

公开(公告)日：2000-06-26

申请号：AU2045900

申请日：1999-12-06

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： SHTIVELMAN YURI

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/62 ,  H04M3/00

Abstract: A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.

公开(公告)号：AU1476700A

公开(公告)日：2000-06-05

申请号：AU1476700

申请日：1999-11-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： NEYMAN IGOR

IPC: H04L12/66 ,  H04M3/00 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M7/00 ,  H04Q3/00 ,  H04M11/06

Abstract: A hybrid IP backbone network spans geographic locations of two or more publicly-switched telephone networks and includes nodes with translation servers adapted to translate between data protocols compatible with the PSTNs and a data protocol compatible with the IP backbone network. Calls placed in one PSTN then may be routed to an IP node, translated to data-packet protocol, through the IP backbone to a second node having another translation server, and therethrough into another PSTN and thence to a final destination. In some embodiments data gateways and trunk gateways are also provided at and integrated with IP nodes in the IP backbone network.

公开(公告)号：AU1328300A

公开(公告)日：2000-05-22

申请号：AU1328300

申请日：1999-10-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F15/00 ,  G06Q10/06 ,  G06Q10/08 ,  G06Q10/10 ,  G06Q30/06 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/56 ,  G06F15/16 ,  G06F17/60

Abstract: A programmable diverse interaction code module (DIM) in an enterprise-hosted multimedia call center (MMCC) for facilitates and monitors diverse interactions between parties communicating through the MMCC, and includes a database interface for access to an MMCC data repository; and an association facility for associating parties to transactions with agents and projects. The association facility assigns association identifiers to parties according to defined projects and issues, and the database interface stores transactions in the data repository. Parties to transactions include customers and business associates remote from the MMCC and agents and knowledge workers local to the MMCC, and transactions are supported in any combination between any parties. The database interface stores transactions on threaded strings, the threading associated by one or more of project, issue, and chronology, and the DIM is programmable to apply to a single enterprise project. Transactions are displayable in some cases on threaded strings, and lower-order transactions may be hidden on some strings. Methods for practicing the invention re taught as well.

公开(公告)号：AU1327200A

公开(公告)日：2000-05-22

申请号：AU1327200

申请日：1999-10-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/30 ,  G06Q10/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/56 ,  H04M7/12 ,  H04M11/00

Abstract: In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository, a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function that searches accessed data for association criteria, and notes those data entities that meet the association criteria; and a display function that display at least indicators of data entities meeting the association criteria. The threading application serves as a research toll for mining data repositories of the call center for information pertinent to business goals of the enterprise hosting the call center. IN some embodiments the application is capable of associating transactions occurring real time as well as stored data.

公开(公告)号：AU1118899A

公开(公告)日：1999-05-24

申请号：AU1118899

申请日：1998-10-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： KAMEN VLADIMIR

IPC: H04M3/523 ,  H04M3/00 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M11/00 ,  H04Q3/64 ,  H04M1/24 ,  H04M1/64 ,  H04M15/00

Abstract: An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.