Patents by Inventor Gregory Jacob Duclos
Gregory Jacob Duclos has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
-
Patent number: 10122858Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: GrantFiled: April 10, 2017Date of Patent: November 6, 2018Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk, Bhanu Prasad Suravarapu, Jean-Marc Taillant
-
Publication number: 20170223188Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: ApplicationFiled: April 10, 2017Publication date: August 3, 2017Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk, Bhanu Prasad Suravarapu, Jean-Marc Taillant
-
Patent number: 9621727Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: GrantFiled: October 6, 2015Date of Patent: April 11, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Patent number: 9578172Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: GrantFiled: February 26, 2013Date of Patent: February 21, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Merijn Te Booij, Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, Dave H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Patent number: 9531878Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.Type: GrantFiled: July 17, 2015Date of Patent: December 27, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vladimir Mezhibovsky, Anton Brazhnyk, Bhanu Prasad Suravarapu, Gregory Jacob Duclos, David H. Anderson, Jean-Marc Taillant, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Publication number: 20160028892Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: ApplicationFiled: October 6, 2015Publication date: January 28, 2016Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Publication number: 20150326723Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.Type: ApplicationFiled: July 17, 2015Publication date: November 12, 2015Inventors: Vladimir Mezhibovsky, Anton Brazhnyk, Bhanu Prasad Suravarapu, Gregory Jacob Duclos, David H. Anderson, Jean-Marc Taillant, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Patent number: 9160855Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: GrantFiled: July 10, 2014Date of Patent: October 13, 2015Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Patent number: 9088656Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.Type: GrantFiled: February 25, 2013Date of Patent: July 21, 2015Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vladimir Mezhibovsky, Anton Brazhnyk, Bhanu Prasad Suravarapu, Gregory Jacob Duclos, David H. Anderson, Jean-Marc Taillant, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Publication number: 20140321634Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: ApplicationFiled: July 10, 2014Publication date: October 30, 2014Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Patent number: 8781103Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: GrantFiled: February 25, 2013Date of Patent: July 15, 2014Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk, Merijn te Boolj
-
Publication number: 20140164256Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: ApplicationFiled: February 26, 2013Publication date: June 12, 2014Inventors: Marijn Te Booij, Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, Dave H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Publication number: 20140161241Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: ApplicationFiled: February 25, 2013Publication date: June 12, 2014Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
-
Publication number: 20140162611Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.Type: ApplicationFiled: February 25, 2013Publication date: June 12, 2014Inventors: Vladimir Mezhibovsky, Anton Brazhnyk, Bhanu Prasad Suravarapu, Gregory Jacob Duclos, David H. Anderson, Jean-Marc Taillant, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk