公开(公告)号：WO2016109460A1

公开(公告)日：2016-07-07

申请号：PCT/US2015/067739

申请日：2015-12-28

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： TOLKSDORF, Juergen ,  CONNOLLY, Christopher ,  TOERCK, Charlotte ,  TE BOOIJ, Merijn ,  RISTOCK, Herbert Willi Artur ,  KASSEL, Robert ,  BOUZID, Ahmed Tewfik ,  HARASIMIUK, Pawel ,  WELLMAN, Aaron ,  KUMAR, Praphul

IPC: G06Q30/02 ,  G06Q30/06

CPC classification number: G06Q30/02 ,  G06Q30/01

Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

Abstract translation: 用于管理客户交互的方法包括：接收与客户承载的电子通信设备和位于与客户联络中心相关联的物理设备的第一位置的第一邻近设备之间的接近度的第一邻近信息; 创建包括对应于所述第一邻近信息的数据的交互对象; 由处理器接收与位于第二位置的电子通信设备和第二接近设备之间的接近度相关的第二邻近信息; 修改所述交互对象以包括对应于所述第二邻近信息的数据; 将所述交互对象存储在第一数据存储设备中，其中还存储所述客户与客户联络中心的资源之间的联系中心交互的数据; 以及检索所述交互对象的存储数据和所述联系中心交互的数据，用于基于所检索的数据生成输出。

公开(公告)号：WO2017210183A1

公开(公告)日：2017-12-07

申请号：PCT/US2017/034986

申请日：2017-05-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KUMAR, Praphul ,  RAMCHANDER, Rajesh ,  RISTOCK, Herbert Willi, Arthur ,  PATEL, Romiben

IPC: H04L12/721 ,  H04L12/833

CPC classification number: G06F21/6245 ,  G06F16/285 ,  G06F21/6218 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/60

Abstract: 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.

Abstract translation: 示出了用于根据一组或多组合规规则来管理呼叫中心数据的系统和方法，所述合规规则组涉及接收与交互有关的数据，确定与所接收的数据相关的一组合规性规则， 接收数据以识别相关的合规规则集合，并利用数据标记，将相关的合规规则集合应用于处理接收到的数据。 示例还涉及接收交互请求，获得对应于所接收的交互请求的数据的数据标记，使用对接收到的交互请求所对应的数据标记数据以获得对应的相关合规规则集合，使用相应的合规集合 规则来识别有资格访问与接收到的交互请求相对应的数据的代理，并且基于定义的路由策略将接收到的交互请求路由到符合条件的代理之一。

公开(公告)号：WO2016196234A1

公开(公告)日：2016-12-08

申请号：PCT/US2016/034490

申请日：2016-05-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： VYMENETS, Leonid ,  MACARTHUR, Cayley ,  KONIG, Yochai ,  LO, Wayne ,  KUMAR, Praphul ,  RISTOCK, Herbert Willi Artur

IPC: G06Q30/02 ,  G06Q10/06

CPC classification number: G06Q10/063118 ,  G06Q10/06398 ,  G06Q30/016

Abstract: A system includes a contact center to provide an interaction between a customer and agent. A forms manager of the contact center generates a question for an evaluation form. A workforce management server connects with the forms manager, the workforce management server to schedule a work time for the agent. The workforce management server schedule the forms manager to generate the evaluation form when the agent is working.

Abstract translation: 一个系统包括一个联络中心来提供客户和代理之间的交互。 联络中心的表单管理员会为评估表格生成问题。 劳动力管理服务器与表单管理器，劳动力管理服务器连接，为代理安排工作时间。 劳动力管理服务器安排表单管理器在代理工作时生成评估表单。

公开(公告)号：WO2018064184A1

公开(公告)日：2018-04-05

申请号：PCT/US2017/053757

申请日：2017-09-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： HOLLENBERG, Todd ,  WELLMAN, Aaron ,  KUMAR, Praphul

IPC: H04M3/493

CPC classification number: H04M3/527 ,  G10L15/22 ,  G10L15/26 ,  G10L2015/223 ,  H04M3/42059 ,  H04M3/493 ,  H04M2203/256

Abstract: 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. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.

Abstract translation: 描述了用于在交互式媒体响应（IMR）系统中提供交互式媒体响应菜单的系统和方法。 系统为最终用户提供IMR菜单。 终端用户可以选择在整个IMR菜单中固定特定的菜单选项。 在随后与IMR系统交互期间，最终用户可以访问他或她固定菜单选项的菜单。 最终用户可以选择一个固定菜单选项，IMR系统将向最终用户显示该菜单选项。

公开(公告)号：WO2016191749A1

公开(公告)日：2016-12-01

申请号：PCT/US2016/034866

申请日：2016-05-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： VYMENETS, Leonid ,  KUMAR, Praphul ,  RISTOCK, Herbert Willi Artur ,  ZHAKOV, Vyacheslav

IPC: H04M3/523 ,  H04M3/51 ,  G06F3/0484 ,  G06Q30/00 ,  H04M3/22

CPC classification number: G06Q30/016 ,  G06Q10/10 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/523 ,  H04M2201/42 ,  H04M2203/355

Abstract: In a system for managing an interaction flow for a contact center, 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: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.

Abstract translation: 在用于管理联络中心的交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在被所述处理器执行时使得所述处理器在图形显示器上显示交互流画布和交互块选择工具; 接收用户输入以向交互流画布添加第一交互块; 生成对应于第一交互块的第一交互指令; 并且接收用户输入以将第二交互块添加到所述交互流画布，其中所述第一交互指令包括在满足所述第一交互块的标准之后进行到所述第二交互块的指令。