公开(公告)号：WO2015134818A1

公开(公告)日：2015-09-11

申请号：PCT/US2015/019072

申请日：2015-03-05

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KONIG, Yochai ,  ANKRI, Morad ,  ZHAKOV, Vyacheslav ,  TE BOOIJ, Merijn ,  GOPALLA, Kentis

IPC: H04M3/51

CPC classification number: H04M3/51 ,  H04M3/5231 ,  H04M3/5238 ,  H04M7/0027 ,  H04M7/003 ,  H04M2203/551

Abstract: An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.

Abstract translation: 一种装置包括：处理器; 和存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器在发起交互请求之前识别多个参数; 将所述交互请求发送到服务器以发起与联络中心的交互，所述交互请求包括所述多个参数; 并且在与联络中心的交互终止之后接收关于交互的信息。

公开(公告)号：WO2018023055A1

公开(公告)日：2018-02-01

申请号：PCT/US2017/044487

申请日：2017-07-28

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： TE BOOIJ, Merijn ,  GOPALLA, Kentis ,  RISTOCK, Herbert Willi Artur

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5175 ,  H04M2203/402

Abstract: 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.

Abstract translation: 一种方法包括：由处理器识别客户联络中心中的资源的一个或多个物理布置; 由处理器为资源的一个或多个物理布置中的每一个预测资源的物理布置的预测性能度量，所述预测的性能度量根据客户联络中心的一个或多个工作环境参数; 由所述处理器识别所述一个或多个物理布置中的具有满足所述一个或多个物理布置中的阈值性能的对应的预测性能度量的特定物理布置; 并且由处理器输出客户联络中心中资源的特定物理布置。

公开(公告)号：WO2016033371A1

公开(公告)日：2016-03-03

申请号：PCT/US2015/047271

申请日：2015-08-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： RISTOCK, Herbert Willi Artur ,  TE BOOIJ, Merijn ,  RIAHI, Akbar ,  MEZHIBOVSKY, Vladimir ,  GOPALLA, Kentis

IPC: H04M3/51

CPC classification number: H04M3/5235 ,  H04M3/5232 ,  H04M2203/408

Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.

Abstract translation: 用于管理客户联络中心的交互的系统和方法。 联络中心处理器接收请求以预留用于处理交互的联络中心资源。 处理器还接收有关交互的数据。 处理器基于接收到的数据来识别用于路由交互的路由点。 路由点与由客户而不是联络中心控制的路由逻辑相关联。 处理器将交互路由到所识别的路由点，以便客户控制交互的路由。