Patents by Inventor David Beilis

David Beilis 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).

  • Publication number: 20180063328
    Abstract: A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.
    Type: Application
    Filed: August 31, 2016
    Publication date: March 1, 2018
    Inventors: Josef Eric Eisner, David Beilis, Herbert Willi Artur Ristock
  • Publication number: 20180063327
    Abstract: A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.
    Type: Application
    Filed: August 31, 2016
    Publication date: March 1, 2018
    Inventors: Josef Eric Eisner, David Beilis, Herbert Willi Artur Ristock
  • Patent number: 9888122
    Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
    Type: Grant
    Filed: July 29, 2015
    Date of Patent: February 6, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Cliff Bell, Daniel Stoops, Sergey Fedorov, Herbert Willi Artur Ristock, David Beilis, Adrian Lee-Kwen
  • Patent number: 9857936
    Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.
    Type: Grant
    Filed: August 22, 2016
    Date of Patent: January 2, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: David Beilis, Adrian Lee-Kwen
  • Patent number: 9628623
    Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.
    Type: Grant
    Filed: November 21, 2013
    Date of Patent: April 18, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Leonid Vymenets, David Beilis, Michael Davies, Aaron Surty, Vyacheslav Zhakov, Adrian Lee-Kwen
  • Publication number: 20170104872
    Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
    Type: Application
    Filed: October 13, 2015
    Publication date: April 13, 2017
    Inventors: Herbert Willi Artur Ristock, Adrian Lee-Kwen, David Beilis, Christopher Connolly, Liyuan Qiao, Merijn te Booij, James Krautler
  • Publication number: 20170103360
    Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
    Type: Application
    Filed: October 13, 2015
    Publication date: April 13, 2017
    Inventors: Herbert Willi Artur Ristock, Adrian Lee-Kwen, David Beilis, Christopher Connolly, Liyuan Qiao, Merijn te Booij, James Krautler
  • Publication number: 20170034353
    Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
    Type: Application
    Filed: July 29, 2015
    Publication date: February 2, 2017
    Inventors: Cliff Bell, Daniel Stoops, Sergey Fedorov, Herbert Ristock, David Beilis, Adrian Lee-Kwen
  • Publication number: 20160357361
    Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.
    Type: Application
    Filed: August 22, 2016
    Publication date: December 8, 2016
    Inventors: David Beilis, Adrian Lee-Kwen
  • Patent number: 9424111
    Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.
    Type: Grant
    Filed: September 5, 2014
    Date of Patent: August 23, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: David Beilis, Adrian Lee-Kwen
  • Publication number: 20150317623
    Abstract: A method for operating a mobile communication appliance enabled for Near Field Communication (NFC) has steps for (a) positioning the communication appliance and an article associated with a person, the article enabled for NFC and storing a unique identifier, within a near-field threshold; (b) acquiring by the communication appliance through NFC the unique digital identifier from the article; and (c) using the identifier to select and initiate a particular functionality of the communication appliance.
    Type: Application
    Filed: July 10, 2015
    Publication date: November 5, 2015
    Inventors: David Beilis, Adrian Lee-Kwen
  • Patent number: 9088661
    Abstract: A communication system includes a telecommunication appliance connected to a communication network, an image acquisition appliance coupled to the telecommunication appliance, software executing on the telecommunication appliance from a non-transitory physical medium, the software providing a first function enabling detecting that an image acquired by the camera comprises a human face in at least a portion of the image, and a second function initiating a communication event directed to a pre-programmed destination, the second function initiated by the first function detecting the human face image portion.
    Type: Grant
    Filed: August 2, 2011
    Date of Patent: July 21, 2015
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Aaron S. Surty, Adrian Lee-Kwen, David Beilis
  • Patent number: 9084114
    Abstract: A method for operating a mobile communication appliance enabled for Near Field Communication (NFC) has steps for (a) positioning the communication appliance and an article associated with a person, the article enabled for NFC and storing a unique identifier, within a near-field threshold; (b) acquiring by the communication appliance through NFC the unique digital identifier from the article; and (c) using the identifier to select and initiate a particular functionality of the communication appliance.
    Type: Grant
    Filed: August 7, 2012
    Date of Patent: July 14, 2015
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: David Beilis, Adrian Lee-Kwen
  • Publication number: 20140380336
    Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.
    Type: Application
    Filed: September 5, 2014
    Publication date: December 25, 2014
    Inventors: David Beilis, Adrian Lee-Kwen
  • Patent number: 8881170
    Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.
    Type: Grant
    Filed: April 30, 2012
    Date of Patent: November 4, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc
    Inventors: David Beilis, Adrian Lee-Kwen
  • Publication number: 20140233719
    Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.
    Type: Application
    Filed: November 21, 2013
    Publication date: August 21, 2014
    Inventors: Leonid Vymenets, David Beilis, Michael Davies, Aaron Surty, Vyacheslav Zhakov, Adrian Lee-Kwen
  • Publication number: 20140211933
    Abstract: A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.
    Type: Application
    Filed: November 21, 2013
    Publication date: July 31, 2014
    Inventors: Leonid Vymenets, David Beilis, Michael Davies, Aaron Surty, Vyacheslav Zhakov, Vidas Placiakis
  • Publication number: 20140181676
    Abstract: A system and method for providing a dashboard user interface for contact center monitoring. The dashboard user interface includes a first display widget displaying a first metric for a first contact center object according to a first display format. A processor receives user actuation of an option provided by the dashboard to add a second display widget. In response to the user actuation of the option to add, the processor displays a template for generating the second display widget. The template is configured to prompt for input of a second contact center object, a second metric to be displayed for the second contact center object, and identification of a second display format. The processor generates the second widget based on information input via the template, and displays the second widget on the dashboard. A user may move the first and second widgets as desired on the dashboard.
    Type: Application
    Filed: November 21, 2013
    Publication date: June 26, 2014
    Inventors: Dmytro Samborskyy, Leonid Vymenets, Michael Lyubinin, David Beilis, Vyacheslav Zhakov
  • Publication number: 20140177819
    Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.
    Type: Application
    Filed: November 21, 2013
    Publication date: June 26, 2014
    Inventors: Leonid Vymenets, David Beilis, Michael Davies, Aaron Surty, Vyacheslav Zhakov, Adrian Lee-Kwen
  • Publication number: 20140045458
    Abstract: A method for operating a mobile communication appliance enabled for Near Field Communication (NFC) has steps for (a) positioning the communication appliance and an article associated with a person, the article enabled for NFC and storing a unique identifier, within a near-field threshold; (b) acquiring by the communication appliance through NFC the unique digital identifier from the article; and (c) using the identifier to select and initiate a particular functionality of the communication appliance.
    Type: Application
    Filed: August 7, 2012
    Publication date: February 13, 2014
    Inventors: David Beilis, Adrian Lee-Kwen