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1. (WO2018017849) VIRTUAL INTERACTIONS IN CONTACT CENTER OPERATIONS
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Pub. No.: WO/2018/017849 International Application No.: PCT/US2017/043102
Publication Date: 25.01.2018 International Filing Date: 20.07.2017
IPC:
H04M 3/523 (2006.01) ,H04L 12/28 (2006.01) ,H04L 29/08 (2006.01) ,H04M 3/51 (2006.01)
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
50
Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51
Centralised call answering arrangements requiring operator intervention
523
with call distribution or queuing
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
L
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
12
Data switching networks
28
characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
L
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
29
Arrangements, apparatus, circuits or systems, not covered by a single one of groups H04L1/-H04L27/136
02
Communication control; Communication processing
06
characterised by a protocol
08
Transmission control procedure, e.g. data link level control procedure
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
50
Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51
Centralised call answering arrangements requiring operator intervention
Applicants: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.[US/US]; 2001 Junipero Serra Blvd. Daly City, California 94014, US
Inventors: DYMSHYTS, Vadim; US
PLACIAKIS, Vidas; US
KOROLEV, Nikolay I.; US
RISTOCK, Herbert Willi Artur; US
Agent: CHANG, Josephine E.; US
Priority Data:
15/216,62221.07.2016US
Title (EN) VIRTUAL INTERACTIONS IN CONTACT CENTER OPERATIONS
(FR) INTERACTIONS VIRTUELLES DANS DES OPÉRATIONS DE CENTRE DE CONTACT
Abstract:
(EN) A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.
(FR) L'invention concerne un centre de contact comprenant des canaux destinés à recevoir des communications qui requièrent une interaction avec un agent, des stations d'agent fournissant une capacité de connexion aux communications reçues, et un serveur d'interaction virtuelle (VI) connecté au réseau local et à exécuter un logiciel d'interaction virtuelle (VI) sur un processeur à partir d'un support non transitoire. Le serveur d'interaction virtuelle (VI) crée et stocke un objet d'interaction virtuelle sur la base de la détermination d'une réception prévue d'une communication future, l'interaction virtuelle (VI) associant une source, une intention, un ensemble de données concernant la source et une destination de station d'agent, et l'interaction virtuelle (VI) créée est stockée et mise en correspondance avec une communication entrante réelle provenant de la source associée à l'interaction virtuelle (VI), puis l'interaction virtuelle (VI) est instanciée sous forme d'une interaction en direct en reliant la source de l'appel entrant à la destination de l'agent associée à l'interaction virtuelle (VI).
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Designated States: AE, AG, AL, AM, AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, BY, BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DJ, DK, DM, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, GT, HN, HR, HU, ID, IL, IN, IR, IS, JO, JP, KE, KG, KH, KN, KP, KR, KW, KZ, LA, LC, LK, LR, LS, LU, LY, MA, MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RS, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, SY, TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, ZA, ZM, ZW
African Regional Intellectual Property Organization (ARIPO) (BW, GH, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, SZ, TZ, UG, ZM, ZW)
Eurasian Patent Office (AM, AZ, BY, KG, KZ, RU, TJ, TM)
European Patent Office (EPO) (AL, AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, LU, LV, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, SK, SM, TR)
African Intellectual Property Organization (BF, BJ, CF, CG, CI, CM, GA, GN, GQ, GW, KM, ML, MR, NE, SN, TD, TG)
Publication Language: English (EN)
Filing Language: English (EN)