Patents by Inventor Vladimir Mezhibovsky

Vladimir Mezhibovsky 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: 9986096
    Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
    Type: Grant
    Filed: August 19, 2016
    Date of Patent: May 29, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Gregory Duclos, Herbert Ristock
  • Patent number: 9979825
    Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.
    Type: Grant
    Filed: February 26, 2015
    Date of Patent: May 22, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Vladimir Mezhibovsky, Nikolay Korolev
  • Patent number: 9955012
    Abstract: A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.
    Type: Grant
    Filed: February 23, 2010
    Date of Patent: April 24, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Aleksandr Stolyar, Martin Ira Reiman, Nikolay Korolev, Vladimir Mezhibovsky, Herbert Ristock
  • Patent number: 9934491
    Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.
    Type: Grant
    Filed: February 16, 2017
    Date of Patent: April 3, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Herbert Willi Artur Ristock
  • Publication number: 20180091650
    Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
    Type: Application
    Filed: December 4, 2017
    Publication date: March 29, 2018
    Inventors: Herbert Willi Artur Ristock, Vladimir Mezhibovsky, Nikolay Korolev
  • Publication number: 20180054525
    Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
    Type: Application
    Filed: August 19, 2016
    Publication date: February 22, 2018
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Gregory Duclos, Herbert Ristock
  • Patent number: 9900435
    Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
    Type: Grant
    Filed: November 19, 2012
    Date of Patent: February 20, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Herbert Willi Artur Ristock
  • Patent number: 9900437
    Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
    Type: Grant
    Filed: May 12, 2017
    Date of Patent: February 20, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert W. A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
  • Publication number: 20180007081
    Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.
    Type: Application
    Filed: July 1, 2016
    Publication date: January 4, 2018
    Inventors: Benjamin Friend, Marat lrner, Christopher Connolly, Herbert Willi Artur Ristock, Leonid Vymenets, Colin Leonard, Vladimir Mezhibovsky, Josef Eric Eisner
  • Publication number: 20180004375
    Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.
    Type: Application
    Filed: July 1, 2016
    Publication date: January 4, 2018
    Inventors: Benjamin Friend, Marat Irner, Christopher Connolly, Herbert Willi Artur Ristock, Leonid Vymenets, Colin Leonard, Vladimir Mezhibovsky, Josef Eric Eisner
  • Publication number: 20170371951
    Abstract: A method for establishing a group of individuals as a single contact entity eligible for contact services within a contact center includes the steps (a) identifying a group and each group member according to existing group rules and member profiles; (b) identifying and quantifying the unifying aspects of the members in the group; (c) aggregating the contact information for each group member relative to communications channels common to the group members and to the contact center; and (d) establishing one or more temporary and or permanent group channels between the contact center and the group members.
    Type: Application
    Filed: September 11, 2017
    Publication date: December 28, 2017
    Inventors: Herbert Willi Artur RISTOCK, Vladimir MEZHIBOVSKY
  • Patent number: 9838537
    Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
    Type: Grant
    Filed: May 27, 2016
    Date of Patent: December 5, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Vladimir Mezhibovsky, Nikolay Korolev
  • Publication number: 20170289355
    Abstract: A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.
    Type: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Herbert Ristock
  • Patent number: 9760621
    Abstract: A method for establishing a group of individuals as a single contact entity eligible for contact services within a contact center includes the steps (a) identifying a group and each group member according to existing group rules and member profiles; (b) identifying and quantifying the unifying aspects of the members in the group; (c) aggregating the contact information for each group member relative to communications channels common to the group members and to the contact center; and (d) establishing one or more temporary and or permanent group channels between the contact center and the group members.
    Type: Grant
    Filed: July 31, 2014
    Date of Patent: September 12, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Vladimir Mezhibovsky
  • Publication number: 20170251107
    Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
    Type: Application
    Filed: May 12, 2017
    Publication date: August 31, 2017
    Inventors: Herbert W.A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
  • Publication number: 20170223188
    Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.
    Type: Application
    Filed: April 10, 2017
    Publication date: August 3, 2017
    Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk, Bhanu Prasad Suravarapu, Jean-Marc Taillant
  • Publication number: 20170161691
    Abstract: A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.
    Type: Application
    Filed: February 16, 2017
    Publication date: June 8, 2017
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Herbert Willi Artur Ristock
  • Patent number: 9654634
    Abstract: A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.
    Type: Grant
    Filed: April 21, 2009
    Date of Patent: May 16, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Sergey Fedorov, Nikolay Anisimov, Herbert Ristock, Vladimir Mezhibovsky, Nikolay Korolev, Vadim Dymshyts
  • Patent number: 9654637
    Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
    Type: Grant
    Filed: August 27, 2014
    Date of Patent: May 16, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert W. A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
  • Patent number: 9621727
    Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.
    Type: Grant
    Filed: October 6, 2015
    Date of Patent: April 11, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk