Patents by Inventor Aleksey Tsibulya
Aleksey Tsibulya 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).
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Patent number: 11509769Abstract: 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: GrantFiled: January 28, 2022Date of Patent: November 22, 2022Assignee: GLADLY SOFTWARE, INC.Inventors: Bruno Bergher, Michael Hicks, Ramon Novales, So Eun Park, Aleksey Tsibulya, Kuan Jen Wang, Jeffrey Zych
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Patent number: 11496625Abstract: 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: GrantFiled: September 29, 2021Date of Patent: November 8, 2022Assignee: GLADLY SOFTWARE, INC.Inventors: Bruno Bergher, Michael Hicks, Ramon Novales, So Eun Park, Aleksey Tsibulya, Kuan Jen Wang, Jeffrey Zych
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Patent number: 11496626Abstract: 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: GrantFiled: January 28, 2022Date of Patent: November 8, 2022Assignee: GLADLY SOFTWARE, INC.Inventors: Bruno Bergher, Michael Hicks, Ramon Novales, So Eun Park, Aleksey Tsibulya, Kuan Jen Wang, Jeffrey Zych
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Publication number: 20220166885Abstract: 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: ApplicationFiled: September 29, 2021Publication date: May 26, 2022Inventors: Bruno BERGHER, Michael HICKS, Ramon NOVALES, So Eun PARK, Aleksey TSIBULYA, Kuan Jen WANG, Jeffrey ZYCH
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Publication number: 20220150357Abstract: 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: ApplicationFiled: January 28, 2022Publication date: May 12, 2022Inventors: Bruno BERGHER, Michael HICKS, Ramon NOVALES, So Eun PARK, Aleksey TSIBULYA, Kuan Jen WANG, Jeffrey ZYCH
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Publication number: 20220150358Abstract: 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: ApplicationFiled: January 28, 2022Publication date: May 12, 2022Inventors: Bruno BERGHER, Michael HICKS, Ramon NOVALES, So Eun PARK, Aleksey TSIBULYA, Kuan Jen WANG, Jeffrey ZYCH
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Patent number: 11153440Abstract: 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: GrantFiled: October 7, 2019Date of Patent: October 19, 2021Assignee: GLADLY, INC.Inventors: Bruno Bergher, Michael Hicks, Ramon Novales, So Eun Park, Aleksey Tsibulya, Kuan Jen Wang, Jeffrey Zych
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Publication number: 20210105361Abstract: 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: ApplicationFiled: October 7, 2019Publication date: April 8, 2021Inventors: Bruno BERGHER, Michael HICKS, Ramon NOVALES, So Eun PARK, Aleksey TSIBULYA, Kuan Jen WANG, Jeffrey ZYCH
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Patent number: 8863304Abstract: A method and apparatus for remediating backup data to control access to sensitive data is described. In one embodiment, the method for facilitating sensitive data remediation from backup images without a separate data store includes examining the backup images to identify sensitive data and modifying remediation information associated with the sensitive data, wherein the remediation information restricts access to the sensitive data to at least one corresponding access group.Type: GrantFiled: March 26, 2009Date of Patent: October 14, 2014Assignee: Symantec CorporationInventors: Kuldeep Sureshrao Nagarkar, Gaurav Malhotra, Thomas G. Clifford, Bruce Wootton, Aleksey Tsibulya
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Patent number: 8799287Abstract: A method and apparatus for determining whether a document is to be protected is described. In one embodiment, a computer system identifies a document to be categorized. The computer system then determines one or more probabilities that the document belongs to one or more of a plurality of predefined categories, the probabilities based on profiles of the predefined categories. The computer system then determines whether the probabilities indicate that the document is to be protected, and, if the document is to be protected, causes the document to be used in data loss detection.Type: GrantFiled: April 6, 2010Date of Patent: August 5, 2014Assignee: Symantec CorporationInventors: Ian Barile, Aleksey Tsibulya
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Patent number: 8060596Abstract: A computer-implemented method for normalizing data-loss-prevention categorization information, at least a portion of the method being performed by a computing system comprising at least one processor, may identify a data object at a first time. The method may apply a first version of a set of data-loss-prevention rules to the data object to determine a set of categorizations of the data object. The method may distinguish a set of content-based categorizations in the set of categorizations from a set of context-based categorizations in the set of categorizations. The method may apply, based on the set of categorizations, a first data-loss-prevention policy to the data object. The method may identify the data object at a second time, and apply, based on the set of content-based categorizations, a second data-loss-prevention policy to the data object. Various other methods, systems, and computer-readable media are also disclosed.Type: GrantFiled: March 31, 2009Date of Patent: November 15, 2011Assignee: Symantec CorporationInventors: Bruce Wootton, Richard Dandliker, Aleksey Tsibulya, Oskar Bruening, Dirk Kessler