Patents by Inventor Juergen Tolksdorf
Juergen Tolksdorf 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: 10171665Abstract: A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.Type: GrantFiled: October 31, 2016Date of Patent: January 1, 2019Inventor: Juergen Tolksdorf
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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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Patent number: 9787836Abstract: A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.Type: GrantFiled: August 29, 2016Date of Patent: October 10, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventor: Juergen Tolksdorf
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Publication number: 20170118345Abstract: A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.Type: ApplicationFiled: October 31, 2016Publication date: April 27, 2017Inventor: Juergen Tolksdorf
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Publication number: 20160366277Abstract: A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.Type: ApplicationFiled: August 29, 2016Publication date: December 15, 2016Inventor: Juergen Tolksdorf
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Patent number: 9485360Abstract: A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.Type: GrantFiled: December 11, 2012Date of Patent: November 1, 2016Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Juergen Tolksdorf
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Patent number: 9432509Abstract: A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.Type: GrantFiled: March 27, 2015Date of Patent: August 30, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventor: Juergen Tolksdorf
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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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Publication number: 20150207934Abstract: A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.Type: ApplicationFiled: March 27, 2015Publication date: July 23, 2015Inventor: Juergen Tolksdorf
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Patent number: 9001975Abstract: A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.Type: GrantFiled: December 11, 2012Date of Patent: April 7, 2015Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Juergen Tolksdorf
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Publication number: 20140161237Abstract: A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.Type: ApplicationFiled: December 11, 2012Publication date: June 12, 2014Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventor: Juergen Tolksdorf