Patents Assigned to Genesys Telecommunications Laboratories, Inc.
  • Recording user communications
    Patent number: 9742913
    Abstract: A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.
    Type: Grant
    Filed: March 31, 2014
    Date of Patent: August 22, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Praphul Kumar, Aaron Wellman
  • System and methods for selecting a dialing strategy for placing an outbound call
    Patent number: 9729715
    Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.
    Type: Grant
    Filed: August 24, 2015
    Date of Patent: August 8, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vadim Zyarko, Stanislav Zgardovski, Oleksiy Kolomoyskyy
  • Telecommunication system for automatically locating by network connection and selectively delivering calls to mobile client devices
    Patent number: 9730270
    Abstract: A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP address is assigned to a dual-mode device that logs onto an organization LAN, and the IP address is associated at a PSTN-connected server on the LAN with the cell phone number of the communication device. The IP server notifies a PSTN-connected routing server when a device logs on to a LAN, and also provides a destination number for the IP server. Cell calls directed to the device are then redirected to the IP server and directed to the device connected to the LAN.
    Type: Grant
    Filed: May 15, 2014
    Date of Patent: August 8, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: Leonid A. Yegoshin
  • Intelligent resource manager service recovery including request retransmissions
    Patent number: 9729492
    Abstract: A system for providing media services on behalf of a customer contact center includes: a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: transmit and receive signaling messages to and from a control server over an established data network connection; in response to the signaling messages, invoke a media device for transmitting media to an end-user device; detect loss of the data network connection; identify a configurable parameter for determining whether a failed message transmission should be retried; and in response to determining that the failed message transmission should be retried, re-transmitting the failed message to the control server.
    Type: Grant
    Filed: June 16, 2015
    Date of Patent: August 8, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Paul Gvildys, Vinod Madhavan, Gaurav Mehrotra, Henry Lum, Herbert Willi Artur Ristock, Atul Edlabadkar
  • Collaboration system and method
    Patent number: 9729716
    Abstract: A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns.
    Type: Grant
    Filed: June 20, 2016
    Date of Patent: August 8, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Stanislav V. Zgardovski, Vadim Y. Zyarko, Oleksiy M. Kolomoyskyy
  • System and method for analysis and correlation of scoring and customer satisfaction
    Patent number: 9723145
    Abstract: A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.
    Type: Grant
    Filed: May 30, 2015
    Date of Patent: August 1, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Cliff Bell, Daniel Stoops, Steve O'Donoghue, Herbert Ristock
  • Method for selecting interactive voice response modes using human voice detection analysis
    Patent number: 9721565
    Abstract: In an interactive voice response system, a method is provided for selective enhancement of voice recognition capability during an interaction. The method includes the acts (a) taking a call and prompting for a voice response from the caller, (b) failing to recognize the response, (c) executing a routine to detect and isolate the captured word or phrase in the response, and (d) attempting to recognize the response a second time.
    Type: Grant
    Filed: July 30, 2014
    Date of Patent: August 1, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: S. Michael Perlmutter
  • Optimized routing of interactions to contact center agents based on forecast agent availability and customer patience
    Patent number: 9723151
    Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.
    Type: Grant
    Filed: October 19, 2015
    Date of Patent: August 1, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • System and method for generating a network of contact center agents and customers for optimized routing of interactions
    Patent number: 9716792
    Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
    Type: Grant
    Filed: October 19, 2015
    Date of Patent: July 25, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Coaching with collaborative editing
    Patent number: 9712465
    Abstract: A method has acts for coupling from a computerized server executing software on a processor from a non-transitory medium to two or more computerized appliances operated by persons in a contact center, and updating text composition and editing results in real time in a display of each of the computerized appliances as any person operating a coupled computerized appliance composes or edits in a text-based communication application.
    Type: Grant
    Filed: September 21, 2015
    Date of Patent: July 18, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Stéphane Blecon, Boris Nicolas
  • Social media feedback for routing user communications
    Patent number: 9712481
    Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
    Type: Grant
    Filed: July 31, 2014
    Date of Patent: July 18, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Pawel Harasimiuk, Aaron Wellman, Lindsay Frazier, Praphul Kumar
  • System for interacting with a web visitor
    Patent number: 9703668
    Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.
    Type: Grant
    Filed: November 10, 2011
    Date of Patent: July 11, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Andrey Ryabchun, Ramesh V. Pattabhiraman, Derek Barnes, Mark Scott, James Barnett
  • Routing user communications to agents
    Patent number: 9706050
    Abstract: A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
    Type: Grant
    Filed: April 8, 2016
    Date of Patent: July 11, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
  • Identifying recycled telephone numbers
    Patent number: 9680989
    Abstract: An automated method begins by receiving a list of numbers that have been de-activated by a carrier. Periodically, and for each number, a request is made to identify a current carrier for the number. If the current carrier matches the carrier that provided the de-activation information, the mobile number is considered to be in a first state, i.e., shut off and returned to a pool of numbers that are available to this same carrier. Upon a determination that the number is in the first state, the provider issues a request to any opt-in database to delete any express consent or other similar data associated with the number. If, however, the number does not match the carrier of deactivation, the number is considered to be in a second state, i.e., likely to have been ported by the same user to a new carrier. This state is logged in an audit trail.
    Type: Grant
    Filed: October 19, 2015
    Date of Patent: June 13, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: Michael N. B. Scully
  • Dynamic recommendation of routing rules for contact center use
    Patent number: 9674356
    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.
    Type: Grant
    Filed: November 21, 2012
    Date of Patent: June 6, 2017
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Vyacheslav Zhakov
  • System and method for intelligent task management in a workbin
    Patent number: 9674361
    Abstract: Systems and methods are shown for organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects to an agent based on order of priority or workflow strategy.
    Type: Grant
    Filed: June 29, 2015
    Date of Patent: June 6, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
  • Management of transaction routing to enterprise agents
    Patent number: 9654634
    Abstract: A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.
    Type: Grant
    Filed: April 21, 2009
    Date of Patent: May 16, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Sergey Fedorov, Nikolay Anisimov, Herbert Ristock, Vladimir Mezhibovsky, Nikolay Korolev, Vadim Dymshyts
  • Customer controlled interaction management
    Patent number: 9654637
    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.
    Type: Grant
    Filed: August 27, 2014
    Date of Patent: May 16, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert W. A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
  • Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
    Patent number: RE46438
    Abstract: A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, which may be a LAN-connected server at the communication center, has a two-way data link to the light computer device operated by the remote agent, and executes software which ascertains the hardware and software characteristics of the light device. The proxy server accesses communication center data at direction from the light device, operates communication center software tools, and provides results to the light device over the communication link in a form usable by the light device.
    Type: Grant
    Filed: December 15, 2014
    Date of Patent: June 13, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: Musa Hanhan
  • Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
    Patent number: RE46457
    Abstract: A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, which may be a LAN-connected server at the communication center, has a two-way data link to the light computer device operated by the remote agent, and executes software which ascertains the hardware and software characteristics of the light device. The proxy server accesses communication center data at direction from the light device, operates communication center software tools, and provides results to the light device over the communication link in a form usable by the light device.
    Type: Grant
    Filed: December 15, 2014
    Date of Patent: June 27, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: Musa Hanhan