Patents by Inventor Petr Makagon

Petr Makagon 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: 10289389
    Abstract: A call center (CC) generator includes generator software (GSW) executing on a computerized appliance from a machine-readable physical medium, an input interface for receiving a CC configuration, access to a data repository storing CC software components, a function relating configuration parameters to individual ones of the stored CC software components, and an output interface for delivering a CC SW suite. The CC generator, executing the GSW, considers the CC configuration, applies the relating function, selects CC software components to copy from the data repository, and builds the CC SW suite for output.
    Type: Grant
    Filed: October 3, 2016
    Date of Patent: May 14, 2019
    Inventors: Petr Makagon, Andriy Ryabchun, Nikolay Anisimov
  • Patent number: 10264123
    Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
    Type: Grant
    Filed: April 17, 2018
    Date of Patent: April 16, 2019
    Inventors: Petr Makagon, Herbert Willi Artur Ristock, Dan Kikinis
  • Patent number: 10218848
    Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
    Type: Grant
    Filed: September 4, 2014
    Date of Patent: February 26, 2019
    Inventors: Vladimir Deryugin, Patrick Giacomini, Petr Makagon, Andriy Ryabchun, Nikolay Anisimov
  • Patent number: 10101974
    Abstract: An application development platform transmits to a content provider system instructions that provide a user interface for developing an application that specifies a first multi-step communication flow between a communications device and a communications system. The platform receives from parameters of a program functionality for inclusion in the application, and selects one or more recommended program modules based on the parameters. The platform transmits instructions that provide a user interface for displaying the one or more recommended program modules. The platform receives data indicating a user selection of a particular program module. In response, the platform transmits instructions that provide a user interface for enabling user configuration of the particular program module.
    Type: Grant
    Filed: July 31, 2014
    Date of Patent: October 16, 2018
    Inventors: Herbert Ristock, Petr Makagon, Josh Mahowald, Praphul Kumar
  • Publication number: 20180234543
    Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
    Type: Application
    Filed: April 17, 2018
    Publication date: August 16, 2018
    Inventors: Petr Makagon, Herbert Willi Artur Ristock, Dan Kikinis
  • Patent number: 9967397
    Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
    Type: Grant
    Filed: August 15, 2016
    Date of Patent: May 8, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Petr Makagon, Herbert Willi Artur Ristock, Dan Kikinis
  • Patent number: 9723151
    Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.
    Type: Grant
    Filed: October 19, 2015
    Date of Patent: August 1, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Patent number: 9716792
    Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
    Type: Grant
    Filed: October 19, 2015
    Date of Patent: July 25, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Patent number: 9635181
    Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
    Type: Grant
    Filed: October 19, 2015
    Date of Patent: April 25, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Publication number: 20170111507
    Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.
    Type: Application
    Filed: October 19, 2015
    Publication date: April 20, 2017
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Publication number: 20170111509
    Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
    Type: Application
    Filed: October 19, 2015
    Publication date: April 20, 2017
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Publication number: 20170111505
    Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
    Type: Application
    Filed: October 19, 2015
    Publication date: April 20, 2017
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Publication number: 20170111503
    Abstract: A system and method for routing interactions to contact center agents. The system is adapted to identify an interaction to be routed, and identify a first group of agents based on one or more constraints for generating one or more candidate agents. The system is adapted to gather preference of each of the candidate agents, gather context of the interaction, and identify, from the one or more candidate agents, a second group of agents based on the gathered preference and context. The system is further adapted to invite each agent in the second group to make a bid for the interaction. The system is also adapted to receive a bid from a particular agent in the second group, and transmit a signal for routing the interaction to the particular agent in response to the received bid.
    Type: Application
    Filed: October 19, 2015
    Publication date: April 20, 2017
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Publication number: 20170024190
    Abstract: A call center (CC) generator includes generator software (GSW) executing on a computerized appliance from a machine-readable physical medium, an input interface for receiving a CC configuration, access to a data repository storing CC software components, a function relating configuration parameters to individual ones of the stored CC software components, and an output interface for delivering a CC SW suite. The CC generator, executing the GSW, considers the CC configuration, applies the relating function, selects CC software components to copy from the data repository, and builds the CC SW suite for output.
    Type: Application
    Filed: October 3, 2016
    Publication date: January 26, 2017
    Inventors: Petr Makagon, Andriy Ryabchun, Nikolay Anisimov
  • Patent number: 9553755
    Abstract: A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.
    Type: Grant
    Filed: March 10, 2011
    Date of Patent: January 24, 2017
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Nikolay Anisimov, Petr Makagon, Herbert Willi Artur Ristock, David Anderson, Colin Michael Leonard, Yi Zhang, Vitaliy Teryoshin
  • Publication number: 20160352899
    Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
    Type: Application
    Filed: August 15, 2016
    Publication date: December 1, 2016
    Inventors: Petr Makagon, Herbert Willi Artur Ristock, Dan Kikinis
  • Patent number: 9459841
    Abstract: A call center (CC) generator includes generator software (GSW) executing on a computerized appliance from a machine-readable physical medium, an input interface for receiving a CC configuration, access to a data repository storing CC software components, a function relating configuration parameters to individual ones of the stored CC software components, and an output interface for delivering a CC SW suite. The CC generator, executing the GSW, considers the CC configuration, applies the relating function, selects CC software components to copy from the data repository, and builds the CC SW suite for output.
    Type: Grant
    Filed: September 4, 2015
    Date of Patent: October 4, 2016
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Petr Makagon, Andriy Ryabchun, Nikolay Anisimov
  • Patent number: RE46387
    Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
    Type: Grant
    Filed: December 15, 2014
    Date of Patent: May 2, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladimir N. Deryugin, Patrick Giacomini, Petr Makagon, Andriy Ryabchun, Nikolay Anisimov
  • Patent number: RE46521
    Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
    Type: Grant
    Filed: December 19, 2014
    Date of Patent: August 22, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladimir N. Deryugin, Patrick Giacomini, Petr Makagon, Andriy Ryabchun, Nikolay Anisimov
  • Patent number: RE46538
    Abstract: A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
    Type: Grant
    Filed: December 19, 2014
    Date of Patent: September 5, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladimir Neil Deryugin, Patrick Giacomini, Petr Makagon, Andriy Ryabchun, Nikolay Anisimov