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1.发明申请SYSTEM AND METHOD FOR PROVIDING DYNAMIC ELASTICITY OF CONTACT CENTER RESOURCES 审中-公开提供联络中心资源动态弹性的系统和方法
公开(公告)号：WO2014043419A1
公开(公告)日：2014-03-20
申请号：PCT/US2013/059557
申请日：2013-09-12
Inventor： ZHAKOV, Vyacheslav , MAKAGON, Petr , RISTOCK, Herbert, Willi Artur
CPC classification number: H04M3/5175 , G06F9/45558 , G06F9/50 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
Abstract: A system and method for dynamically scaling up or down, resources of a contact center tenant, based on detected or predicted demands on the contact center tenant. A processor monitors and collects contact center operation data. The processor detects, in response to the monitoring, a condition relating to the operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition. Health of a particular deployment may also be monitored to learn over time which deployments are healthy for which conditions. If a current deployment is deemed to be unhealthy, the processor may take action to move the contact center to a healthy state.
Abstract translation: 根据对联络中心租户的检测或预测要求，动态地扩大或缩小联络中心租户的资源的系统和方法。 处理器监视和收集联络中心操作数据。 处理器响应于监视而检测与联络中心的操作有关的状况。 处理器基于检测到的条件动态地调整联络中心的至少一个硬件或软件资源。 还可以监视特定部署的健康状况，以便随时间了解哪些部署对于哪些条件是健康的。 如果当前的部署被认为是不健康的，则处理器可以采取行动将联络中心移动到健康状态。
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2.发明申请METHOD AND SYSTEM FOR ESTABLISHING AND MANAGING TRUST METRICS FOR SERVICE PROVIDERS IN A FEDERATED SERVICE PROVIDER NETWORK 审中-公开在联邦服务提供商网络中为服务提供商建立和管理信任度量的方法和系统
公开(公告)号：WO2009088766A2
公开(公告)日：2009-07-16
申请号：PCT/US2008/088120
申请日：2008-12-23
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. , MAKAGON, Petr , RISTOCK, Herbert, Willi Artur , RYABCHUN, Andriy
Inventor： MAKAGON, Petr , RISTOCK, Herbert, Willi Artur , RYABCHUN, Andriy
CPC classification number: H04L63/04 , G06Q10/06 , G06Q30/06 , H04L9/321 , H04L9/3263 , H04L12/1818 , H04L45/306 , H04L45/64 , H04L51/08 , H04L51/12 , H04L63/08 , H04L63/0823 , H04L63/105 , H04L63/20 , H04N7/15 , H04W12/02
Abstract: A system for issuing, validating, and managing trust between two or more entities authenticated to operate in a federated network includes one or more servers for issuing trust certificates based on one or more trust metrics, and one or more servers for validating issued trust certificates. Entities operating through a communications interface may be issued trust certificates pursuant to evaluation relative to certain trust metrics, the certificates accompanying communications between entities the certificates subject to validation at communication end points of interaction.
Abstract translation: 用于发布，验证和管理被认证以在联合网络中操作的两个或多个实体之间的信任的系统包括用于基于一个或多个信任度量发布信任证书的一个或多个服务器以及用于验证发布的信任证书的一个或多个服务器。 通过通信接口运行的实体可以根据相对于某些信任度量的评估发布信任证书，伴随通信的实体之间的通信证书需要通信交互终端的验证。
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3.发明申请
公开(公告)号：WO2009086340A3
公开(公告)日：2009-07-09
申请号：PCT/US2008/088094
申请日：2008-12-23
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. , KIKINIS, Dan , MAKAGON, Petr , RISTOCK, Herbert, Willi, Artur
Inventor： KIKINIS, Dan , MAKAGON, Petr , RISTOCK, Herbert, Willi, Artur
IPC: H04M3/00
Abstract: 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.
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4.发明申请SYSTEM AND METHOD FOR DYNAMIC CONFIGURATION OF CONTACT CENTERS VIA TEMPLATES 审中-公开通过模板动态配置联络中心的系统和方法
公开(公告)号：WO2014043416A1
公开(公告)日：2014-03-20
申请号：PCT/US2013/059553
申请日：2013-09-12
Inventor： MAKAGON, Petr , SAYKO, Vyacheslav , CHUYESHOV, Gennadiy , ZHAKOV, Vyacheslav
CPC classification number: H04M3/5175 , G06F9/45558 , G06F9/50 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
Abstract: A system and method for configuring routing logic for a contact center is provided. A plurality of routing templates is displayed for user selection. Each of the routing templates is associated with metadata defining one or more parameters of the corresponding routing template. A contact center administrator selects one of the displayed templates and further identifies an entry point to the contact center to which the selected routing template applies. The parameters defined for the selected template are displayed for prompting user input. The administrator provides input values for the displayed parameters. The user input values are saved in association with the corresponding parameters and further in association with the identified entry point. The saved user input values are then retrieved for routing a particular interaction arriving at the entry point.
Abstract translation: 提供了一种用于配置联络中心的路由逻辑的系统和方法。 显示多个路由模板用于用户选择。 每个路由模板与定义相应路由模板的一个或多个参数的元数据相关联。 联络中心管理员选择一个显示的模板，并进一步标识所选路由模板应用到的联络中心的入口点。 显示为选定模板定义的参数，以提示用户输入。 管理员提供显示参数的输入值。 与相应的参数相关联地保存用户输入值，并进一步与所识别的入口点相关联。 然后检索保存的用户输入值，用于路由到达入口点的特定交互。
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5.发明申请METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER 审中-公开用于整合客户关系管理系统和多个通道通信中心之间的代理状态的方法和装置
公开(公告)号：WO2006055059A2
公开(公告)日：2006-05-26
申请号：PCT/US2005/027544
申请日：2005-08-02
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. , ANISIMOV, Nikolay , MAKAGON, Petr , RISTOCK, Herbert Willi Arthur , RYABCHUN, Andrei
Inventor： ANISIMOV, Nikolay , MAKAGON, Petr , RISTOCK, Herbert Willi Arthur , RYABCHUN, Andrei
CPC classification number: H04M3/5183 , H04M3/42093 , H04M3/42365 , H04M3/5125 , H04M3/5191
Abstract: A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.
Abstract translation: 用于集成用于通信的联络中心，代理站和客户关系管理服务器的系统包括具有到联络中心，代理站和客户关系管理服务器的端口连接的网络适配器节点; 以及在网络适配器模式上运行的一个或多个动态状态，其中所描述的一个或多个状态根据模型表示当前代理活动和存在属性。 在优选应用中，客户关系管理服务器适于基于用于代理站的一个或多个活动或队列中的一个或多个事件的当前状态信息将代理站的数据和/或服务或其可用性通知发送给代理站。
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Patent Agency Ranking6.发明申请OPTIMIZED ROUTING OF INTERACTIONS TO CONTACT CENTER AGENTS BASED ON MACHINE LEARNING 审中-公开基于机器学习的联络中心代理相互作用优化配置
公开(公告)号：WO2017070126A1
公开(公告)日：2017-04-27
申请号：PCT/US2016/057560
申请日：2016-10-18
Inventor： MCGANN, Conor , ARAVAMUDHAN, Bharath , MAKAGON, Petr , RISTOCK, Herbert Willi Artur , KONIG, Yochai , DUCLOS, Gregory , ZHAKOV, Vyacheslav , PELEMIS, Damjan
CPC classification number: H04M3/5232 , G06N5/04 , G06N99/00 , G06Q10/063112 , H04L29/08 , H04L67/02 , H04L67/18 , H04L67/20 , H04L67/22 , H04L67/306 , H04M3/5233 , H04M3/5238 , H04M2203/40 , H04M2203/401
Abstract: 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. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
Abstract translation:
适用于将联系路由到联络中心座席的系统。 更具体地说，该系统适于识别要被路由的交互，并且基于用于生成一个或多个候选代理的一个或多个约束来识别一组代理。 该系统还适用于收集候选代理周围的上下文数据。 对于候选代理的每个代理，系统适于估计通过将交互路由到代理而获得的期望值。 该系统还适用于基于估计来选择候选代理的特定代理，并且向路由设备发信号以将交互路由到特定代理。
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公开(公告)号：WO2008083085A1
公开(公告)日：2008-07-10
申请号：PCT/US2007/088591
申请日：2007-12-21
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. , RYABCHUN, Andrey , MAKAGON, Petr , RISTOCK, Herbert , ANISIMOV, Nikolay , SNEYDERS, Dave , PERLMUTTER, S., Michael
Inventor： RYABCHUN, Andrey , MAKAGON, Petr , RISTOCK, Herbert , ANISIMOV, Nikolay , SNEYDERS, Dave , PERLMUTTER, S., Michael
CPC classification number: H04L67/306 , H04L51/04 , H04M3/5191
Abstract: A network-based interaction system includes a machine connected to the network for receiving and routing an interaction request, a server application having access to the network for matching an interaction request to a profile, and a data repository for storing profile information.
Abstract translation: 基于网络的交互系统包括连接到网络的用于接收和路由交互请求的机器，具有访问网络以便将交互请求与简档进行匹配的服务器应用程序以及用于存储简档信息的数据存储库。
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8.发明公开METHOD AND SYSTEM FOR ESTABLISHING AND MANAGING TRUST METRICS FOR SERVICE PROVIDERS IN A FEDERATED SERVICE PROVIDER NETWORK 审中-公开方法和系统，用于创建和可靠的度量用于在联合服务提供商的网络服务提供商搬运
公开(公告)号：EP2243277A2
公开(公告)日：2010-10-27
申请号：EP08869694.3
申请日：2008-12-23
Inventor： MAKAGON, Petr , RISTOCK, Herbert, Willi Artur , RYABCHUN, Andriy
CPC classification number: H04L63/04 , G06Q10/06 , G06Q30/06 , H04L9/321 , H04L9/3263 , H04L12/1818 , H04L45/306 , H04L45/64 , H04L51/08 , H04L51/12 , H04L63/08 , H04L63/0823 , H04L63/105 , H04L63/20 , H04N7/15 , H04W12/02
Abstract: A system for enabling consumers to select service providers from a federated network of providers based on trust rating relative to one or more trust metrics comprising: a trust authority (115) for rating service providers and issuing trust certificates to those providers; a trust validation service (112,113,114) for validating trust certificates used in communication to convey trust; and an interface (600) accessible to consumers for presenting a list of trusted service providers rated by the trust authority; characterized in that the service provider information provided in the listing includes trust rating, pricing for services, and a trust certificate summary visible to the consumer to help the consumer decide which service provider to contact.
Abstract translation: 一种用于使消费者能够从基于相对信任等级上的一个或多个信任度量提供包含以下物质的联合网络选择服务提供商系统：用于评级服务提供商信任授权机构（115），并发出信任证书的那些提供者; 用于验证通信传达信任使用信任证书信任验证服务（112,113,114）; 和接口（600）访问给消费者呈现的信赖权威评级可信服务提供者的列表; 其特征在于，没有在上市提供的服务提供者的信息包括信任等级，定价服务和信任证书汇总到消费者中，帮助消费者决定哪些服务提供商联系。
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公开(公告)号：EP2098050A1
公开(公告)日：2009-09-09
申请号：EP07865970.3
申请日：2007-12-21
Inventor： RYABCHUN, Andrey , MAKAGON, Petr , RISTOCK, Herbert , ANISIMOV, Nikolay , SNEYDERS, Dave , PERLMUTTER, S., Michael
CPC classification number: H04L67/306 , H04L51/04 , H04M3/5191
Abstract: A network-based interaction system includes a machine connected to the network for receiving and routing an interaction request, a server application having access to the network for matching an interaction request to a profile, and a data repository for storing profile information.
Abstract translation: 基于网络的交互系统包括连接到网络的用于接收和路由交互请求的机器，具有访问网络以便将交互请求与简档进行匹配的服务器应用程序以及用于存储简档信息的数据存储库。
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10.发明授权
公开(公告)号：EP1774760B1
公开(公告)日：2016-10-12
申请号：EP05783002.8
申请日：2005-08-02
Inventor： ANISIMOV, Nikolay , MAKAGON, Petr , RISTOCK, Herbert Willi Arthur , RYABCHUN, Andrei
IPC: H04M3/51
CPC classification number: H04M3/5191 , H04M3/5125
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