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：WO2017070126A1

公开(公告)日：2017-04-27

申请号：PCT/US2016/057560

申请日：2016-10-18

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MCGANN, Conor ,  ARAVAMUDHAN, Bharath ,  MAKAGON, Petr ,  RISTOCK, Herbert Willi Artur ,  KONIG, Yochai ,  DUCLOS, Gregory ,  ZHAKOV, Vyacheslav ,  PELEMIS, Damjan

IPC: H04L29/08 ,  G06N99/00

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。

公开(公告)号：WO2014081986A1

公开(公告)日：2014-05-30

申请号：PCT/US2013/071353

申请日：2013-11-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： VYMENETS, Leonid ,  BEILIS, David ,  DAVIES, Michael ,  SURTY, Aaron ,  ZHAKOV, Vyacheslav ,  LEE-KWEN, Adrian ,  PLACIAKIS, Vidas

IPC: G06F3/048

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2201/42 ,  H04M2203/355 ,  H04M2203/401

Abstract: A system and method for creating, monitoring, and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract translation: 通过图形用户界面创建，监控和可视化联系中心路由策略的系统和方法。 图形用户界面显示描述联络中心路由策略的路由图。 路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。 处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。 处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块关联的阈值。 处理器确定联络中心性能是否满足阈值，并基于该确定修改所识别块的视觉外观。

公开(公告)号：WO2014081979A1

公开(公告)日：2014-05-30

申请号：PCT/US2013/071339

申请日：2013-11-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ZHAKOV, Vyacheslav

IPC: G06F15/18

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  G06Q30/02 ,  H04M3/5183 ,  H04M2203/402

Abstract: A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.

Abstract translation: 一种用于联络中心使用的机器学习系统和方法。 监视与多个联络中心相关联的活动，并且基于所监视的活动来更新知识库。 特定联络中心的结果可以基于特定联络中心的受监控的交互，并且基于知识库中的信息来预测。 然后根据预测结果生成输出。

公开(公告)号：WO2016019072A1

公开(公告)日：2016-02-04

申请号：PCT/US2015/042755

申请日：2015-07-29

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： RISTOCK, Herbert Willi Artur ,  KONIG, Yochai ,  ZHAKOV, Vyacheslav ,  SAYKO, Vyacheslav ,  TAMBLYN, Eric

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.

Abstract translation: 系统和方法包括处理器和存储器，其中存储器存储指令，当处理器执行时，指令使处理器确定会话是否难以理解。 当会话难以理解时，处理器为会话提供调整。

公开(公告)号：WO2013112769A1

公开(公告)日：2013-08-01

申请号：PCT/US2013/023031

申请日：2013-01-24

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ZHAKOV, Vyacheslav

IPC: H04L12/66

CPC classification number: H04M7/0075 ,  H04M3/5166 ,  H04M15/08 ,  H04M15/56 ,  H04M15/8044 ,  H04M2242/15

Abstract: A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.

Abstract translation: 用于管理客户到企业语音通信的系统具有网络连接的通信设备和可从非暂时物理介质在通信设备上执行的指令，所述指令提供用于确定目的地被确定是否需要处理的第一功能，第二 用于从通信设备向网络连接的服务器发送数据的功能，用于从服务器接收替代目的地信息的第三功能，以及基于所返回的目的地信息与业务建立通信的第四功能。

公开(公告)号：WO2011106142A1

公开(公告)日：2011-09-01

申请号：PCT/US2011/023721

申请日：2011-02-04

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  ZHAKOV, Vyacheslav ,  SAYKO, Vyacheslav, Valentinovich

Inventor： ZHAKOV, Vyacheslav ,  SAYKO, Vyacheslav, Valentinovich

IPC: H04M3/42 ,  H04M3/428 ,  H04L29/06

CPC classification number: H04M7/129 ,  H04L65/1006 ,  H04L65/105 ,  H04L65/1053 ,  H04L65/1096 ,  H04M3/42017 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4285 ,  H04M3/56 ,  H04M7/0033

Abstract: A Session Initiation Protocol (SIP) service system includes a SIP-enabled soft switch at a telephony service provider, executing code from a coupled machine-readable medium, routing SIP transactions to remote destinations, a media server coupled to the SIP-enabled soft switch storing media including ring tones and music-on-hold for use in progressing transactions, and an interface to a wide-area-network (WAN) for transmitting transactions and media. The SIP-enabled soft switch determines for each transaction from stored data whether media services are to be provided or not provided for that destination, and in the event media services are not to be provided, alters packet data to indicate media services to be provided by a server local to the destination.

Abstract translation: 会话发起协议（SIP）服务系统包括在电话服务提供商处的支持SIP的软交换机，从耦合的机器可读介质执行代码，将SIP事务路由到远程目的地，耦合到启用SIP的软交换机的媒体服务器 存储包括铃声和音乐保持在内的用于进行交易的媒体，以及用于传输交易和媒体的广域网（WAN）的接口。 启用S​​IP的软交换机从存储的数据确定每个交易是否要为该目的地提供媒体服务，并且在不提供媒体服务的情况下，改变分组数据以指示要由 服务器本地到目的地。

公开(公告)号：WO2016109755A1

公开(公告)日：2016-07-07

申请号：PCT/US2015/068202

申请日：2015-12-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MCGANN, Conor ,  RISTOCK, Herbert Willi Artur ,  KONIG, Yochai ,  EISNER, Josef Eric ,  ZHAKOV, Vyacheslav

IPC: G06Q30/02

CPC classification number: G09B5/06 ,  G06Q30/016

Abstract: A system and method for simulating an interaction between a customer and an agent of a customer contact center. A processor receives input conditions for simulating the interaction and generates a model of the customer based on the input conditions. The processor receives a first action from an agent device associated with the agent and updates a state of the simulation model based on the first action. The processor identifies a second action of the simulation model in response to the updated state, executes the second action, determines an outcome of the simulation, and provides the outcome to the agent device. In response to the outcome, the agent is prompted to take an action different from the second action.

Abstract translation: 一种用于模拟客户和客户联络中心的代理之间的交互的系统和方法。 处理器接收用于模拟交互的输入条件，并基于输入条件生成客户的模型。 处理器从与代理相关联的代理设备接收第一动作，并且基于第一动作来更新仿真模型的状态。 处理器响应于更新的状态识别仿真模型的第二动作，执行第二动作，确定模拟的结果，并将结果提供给代理设备。 响应结果，代理被提示采取与第二动作不同的动作。

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

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ZHAKOV, Vyacheslav ,  MAKAGON, Petr ,  RISTOCK, Herbert, Willi Artur

IPC: G06F9/44 ,  G06F11/30

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。

公开(公告)号：WO2013043865A1

公开(公告)日：2013-03-28

申请号：PCT/US2012/056324

申请日：2012-09-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC ,  ZHAKOV, Vyacheslav

Inventor： ZHAKOV, Vyacheslav

IPC: H04B1/38

CPC classification number: H04W4/16 ,  H04M1/72502 ,  H04M1/7253 ,  H04M2250/62 ,  H04W84/042 ,  H04W84/12

Abstract: An intelligent connection station has at least one wireless transceiver operating in a wireless protocol, at least one speaker and one microphone, a connection to a wide area network, and software executing on the connection station from a non-transitory physical medium, the software providing a first function seeking compatible communication appliances within range of the wireless transceiver operating in the wireless protocol, and a second function enabling wireless pairing, providing a wireless link between the intelligent connection station and any communication appliance discovered within range and activated to pair. The pairing enables digital communication between the paired device and a remote communication appliance over the wireless link, through the intelligent connection station and the wide area network.

Abstract translation: 智能连接站具有在无线协议，至少一个扬声器和一个麦克风中的至少一个无线收发器，与广域网的连接以及从非暂时物理介质在连接站上执行的软件，该软件提供 在无线协议中操作的无线收发器的范围内寻求兼容的通信设备的第一功能，以及实现无线配对的第二功能，在智能连接站和在范围内发现并被激活成对的任何通信设备之间提供无线链路。 配对可以通过智能连接站和广域网在无线链路上实现配对设备和远程通信设备之间的数字通信。