Patents by Inventor Oleg Turovsky

Oleg Turovsky 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: 20100172486
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Application
    Filed: March 16, 2010
    Publication date: July 8, 2010
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
  • Patent number: 7715332
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Grant
    Filed: October 25, 2007
    Date of Patent: May 11, 2010
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
  • Patent number: 7619996
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Grant
    Filed: April 27, 2007
    Date of Patent: November 17, 2009
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N Deryugin, Dmitry A Torba, Igor Neyman, Oleg Turovsky
  • Patent number: 7460496
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Grant
    Filed: February 1, 2005
    Date of Patent: December 2, 2008
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
  • Publication number: 20080049929
    Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.
    Type: Application
    Filed: October 29, 2007
    Publication date: February 28, 2008
    Inventors: Alec Miloslavsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski, Yuri Shtivelman, Oleg Turovsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin
  • Publication number: 20080049928
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Application
    Filed: October 25, 2007
    Publication date: February 28, 2008
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir Deryugin, Dmitry Torba, Igor Neyman, Oleg Turovsky
  • Publication number: 20080043955
    Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.
    Type: Application
    Filed: October 26, 2007
    Publication date: February 21, 2008
    Inventors: Yuri Shtivelman, Alec Miloslavsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin, Oleg Turovsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski
  • Publication number: 20080043728
    Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.
    Type: Application
    Filed: October 26, 2007
    Publication date: February 21, 2008
    Inventors: Alec Miloslavsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski, Yuri Shtivelman, Oleg Turovsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin
  • Publication number: 20080043975
    Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.
    Type: Application
    Filed: October 26, 2007
    Publication date: February 21, 2008
    Inventors: Alec Miloslavsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski, Yuri Shtivelman, Oleg Turovsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin
  • Publication number: 20080046531
    Abstract: A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.
    Type: Application
    Filed: October 29, 2007
    Publication date: February 21, 2008
    Inventors: Yuri Shtivelman, Alec Miloslavsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin, Oleg Turovsky, Konstantin Kishinsky, Nikolay Anisimov, Gregory Pogossiants, Pavel Postupalski
  • Publication number: 20070195940
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Application
    Filed: April 27, 2007
    Publication date: August 23, 2007
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir Deryugin, Dmitry Torba, Igor Neyman, Oleg Turovsky
  • Patent number: 6981020
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Grant
    Filed: May 5, 2000
    Date of Patent: December 27, 2005
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
  • Publication number: 20050128961
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Application
    Filed: February 1, 2005
    Publication date: June 16, 2005
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir Deryugin, Dmitry Torba, Igor Neyman, Oleg Turovsky
  • Patent number: 6879586
    Abstract: An IPNT call center is provided wherein agent's computers may be locally-connected to a managing computer on a local area network, or remote agents may act over the Internet with the managing computer. The managing computer establishes an IPNT call with each remote agent on duty, and then routes incoming IPNT calls to the remote agents by substituting an incoming call for an existing call without closing the existing call, thereby avoiding the necessity of establishing a new call with the remote computer for each call routed to the remote agent. In some embodiments the IPNT system is a part of a multimedia call center, wherein incoming calls may be either IPNT or plain old telephony service (POTS), and calls are routed to agents according to a set of business rules without regard to type.
    Type: Grant
    Filed: January 22, 1998
    Date of Patent: April 12, 2005
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
  • Patent number: 6625139
    Abstract: A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, an IP address or the like, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center.
    Type: Grant
    Filed: January 22, 1998
    Date of Patent: September 23, 2003
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
  • Patent number: 6597685
    Abstract: An Internet Protocol-capable call center system has a managing computer connected to a plurality of PCs at agent stations on a local area network. The managing computer is adapted to receive and route Internet Protocol Network Telephony calls to the agent stations according to predetermined routing rules. A statistics server (stat-server) in the call center provides status of call center objects, among multiple status possibilities, to requesting applications in the processes of routing calls. Requesting applications, in addition to requests for object states, provide priority indications of object states desired. The stat-server provides the highest priority state to a requesting application. In the absence of a priority indication the stat-server provides status of objects according to a default indication.
    Type: Grant
    Filed: January 22, 1998
    Date of Patent: July 22, 2003
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Alec Miloslavsky, Oleg Turovsky
  • Patent number: 6581105
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Grant
    Filed: November 18, 1999
    Date of Patent: June 17, 2003
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
  • Publication number: 20030021259
    Abstract: A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, an IP address or the like, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center.
    Type: Application
    Filed: January 22, 1998
    Publication date: January 30, 2003
    Inventors: ALEC MILOSLAVSKY, JASON GOECKE, VLADIMIR N. DERYUGIN, DMITRY A. TORBA, IGOR NEYMAN, OLEG TUROVSKY
  • Publication number: 20020169834
    Abstract: An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
    Type: Application
    Filed: May 5, 2000
    Publication date: November 14, 2002
    Inventors: Alec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
  • Publication number: 20020101866
    Abstract: An Internet Protocol-capable call center system has a managing computer connected to a plurality of PCs at agent stations on a local area network. The managing computer is adapted to receive and route Internet Protocol Network Telephony calls to the agent stations according to predetermined routing rules.. A statistics server (stat-server) in the call center provides status of call center objects, among multiple status possibilities, to requesting applications in the processes of routing calls. Requesting applications, in addition to requests for object states, provide priority indications of object states desired. The stat-server provides the highest priority state to a requesting application. In the absence of a priority indication the stat-server provides status of objects according to a default indicattion.
    Type: Application
    Filed: January 22, 1998
    Publication date: August 1, 2002
    Inventors: ALEC MILOSLAVSKY, JASON GOECKE, VLADIMIR N. DERYUGIN, DMITRY A. TORBA, IGOR NEYMAN, OLEG TUROVSKY