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).
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Patent number: 10497003Abstract: 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 retriType: GrantFiled: June 21, 2018Date of Patent: December 3, 2019Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
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Patent number: 10171669Abstract: 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: GrantFiled: December 18, 2017Date of Patent: January 1, 2019Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
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Publication number: 20180300732Abstract: 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 retriType: ApplicationFiled: June 21, 2018Publication date: October 18, 2018Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
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Patent number: 10007919Abstract: 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 retriType: GrantFiled: December 31, 2014Date of Patent: June 26, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
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Publication number: 20180109680Abstract: 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: ApplicationFiled: December 18, 2017Publication date: April 19, 2018Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
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Patent number: 9848084Abstract: 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: GrantFiled: August 1, 2014Date of Patent: December 19, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
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Patent number: 9781270Abstract: 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: GrantFiled: August 1, 2014Date of Patent: October 3, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Todd Hollenberg, Bradley Krug, Herbert Willi Artur Ristock, Charlotte Toerck, Nikolay Korolev, David H. Anderson
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Publication number: 20160189164Abstract: 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 retriType: ApplicationFiled: December 31, 2014Publication date: June 30, 2016Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel
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Patent number: 9350867Abstract: 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: GrantFiled: August 1, 2014Date of Patent: May 24, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Herbert Willi Artur Ristock, Charlotte Toerck, Todd Hollenberg, Nikolay Korolev, Bradley Krug, David H. Anderson
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Publication number: 20160036982Abstract: 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: ApplicationFiled: August 1, 2014Publication date: February 4, 2016Inventors: Herbert Willi Artur Ristock, Charlotte Toerck, Todd Hollenberg, Nikolay Korolev, Bradley Krug, David H. Anderson
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Publication number: 20160036983Abstract: 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: ApplicationFiled: August 1, 2014Publication date: February 4, 2016Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
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Publication number: 20160036981Abstract: 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: ApplicationFiled: August 1, 2014Publication date: February 4, 2016Inventors: Todd Hollenberg, Bradley Krug, Herbert Willi Artur Ristock, Charlotte Toerck, Nikolay Korolev, David H. Anderson