Patents Assigned to GLADLY SOFTWARE, INC.
  • Systems and methods for flexible and extensible contact center routing
    Patent number: 11509769
    Abstract: Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.
    Type: Grant
    Filed: January 28, 2022
    Date of Patent: November 22, 2022
    Assignee: GLADLY SOFTWARE, INC.
    Inventors: Bruno Bergher, Michael Hicks, Ramon Novales, So Eun Park, Aleksey Tsibulya, Kuan Jen Wang, Jeffrey Zych
  • Systems and methods for flexible and extensible contact center routing
    Patent number: 11496626
    Abstract: Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.
    Type: Grant
    Filed: January 28, 2022
    Date of Patent: November 8, 2022
    Assignee: GLADLY SOFTWARE, INC.
    Inventors: Bruno Bergher, Michael Hicks, Ramon Novales, So Eun Park, Aleksey Tsibulya, Kuan Jen Wang, Jeffrey Zych
  • Systems and methods for flexible and extensible contact center routing
    Patent number: 11496625
    Abstract: Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.
    Type: Grant
    Filed: September 29, 2021
    Date of Patent: November 8, 2022
    Assignee: GLADLY SOFTWARE, INC.
    Inventors: Bruno Bergher, Michael Hicks, Ramon Novales, So Eun Park, Aleksey Tsibulya, Kuan Jen Wang, Jeffrey Zych