Patents by Inventor Charlotte Toerck

Charlotte Toerck 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: 10497003
    Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retri
    Type: Grant
    Filed: June 21, 2018
    Date of Patent: December 3, 2019
    Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
  • Patent number: 10171669
    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective.
    Type: Grant
    Filed: December 18, 2017
    Date of Patent: January 1, 2019
    Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
  • Publication number: 20180300732
    Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retri
    Type: Application
    Filed: June 21, 2018
    Publication date: October 18, 2018
    Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
  • Patent number: 10007919
    Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retri
    Type: Grant
    Filed: December 31, 2014
    Date of Patent: June 26, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
  • Publication number: 20180109680
    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective.
    Type: Application
    Filed: December 18, 2017
    Publication date: April 19, 2018
    Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
  • Patent number: 9848084
    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective.
    Type: Grant
    Filed: August 1, 2014
    Date of Patent: December 19, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
  • Patent number: 9781270
    Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.
    Type: Grant
    Filed: August 1, 2014
    Date of Patent: October 3, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Todd Hollenberg, Bradley Krug, Herbert Willi Artur Ristock, Charlotte Toerck, Nikolay Korolev, David H. Anderson
  • Publication number: 20160189164
    Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retri
    Type: Application
    Filed: December 31, 2014
    Publication date: June 30, 2016
    Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel
  • Patent number: 9350867
    Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.
    Type: Grant
    Filed: August 1, 2014
    Date of Patent: May 24, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Charlotte Toerck, Todd Hollenberg, Nikolay Korolev, Bradley Krug, David H. Anderson
  • Publication number: 20160036982
    Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.
    Type: Application
    Filed: August 1, 2014
    Publication date: February 4, 2016
    Inventors: Herbert Willi Artur Ristock, Charlotte Toerck, Todd Hollenberg, Nikolay Korolev, Bradley Krug, David H. Anderson
  • Publication number: 20160036981
    Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.
    Type: Application
    Filed: August 1, 2014
    Publication date: February 4, 2016
    Inventors: Todd Hollenberg, Bradley Krug, Herbert Willi Artur Ristock, Charlotte Toerck, Nikolay Korolev, David H. Anderson
  • Publication number: 20160036983
    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective.
    Type: Application
    Filed: August 1, 2014
    Publication date: February 4, 2016
    Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck