GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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Patent Activity in the Last 10 Years

Technologies

Intl Class Technology Matters Rank in Class
 
 
 
H04M TELEPHONIC COMMUNICATION 44622
 
 
 
H04L TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION 174133
 
 
 
G06F ELECTRIC DIGITAL DATA PROCESSING 150300
 
 
 
G06Q DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR 8991
 
 
 
H04W WIRELESS COMMUNICATION NETWORKS 39149
 
 
 
H04Q SELECTING 3476
 
 
 
G10L SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION 3067
 
 
 
G06N COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS 1155
 
 
 
H04N PICTORIAL COMMUNICATION, e.g. TELEVISION 9233
 
 
 
H04B TRANSMISSION 8202

Top Patents (by citation)

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Recent Publications

Publication # Title Filing Date Pub Date Intl Class
2018/0074,866 System and Method for Intelligent Task Management and RoutingNov 20, 17Mar 15, 18[H04M, G06Q, G06F]
2018/0067,924 GENERALIZED PHRASES IN AUTOMATIC SPEECH RECOGNITION SYSTEMSNov 13, 17Mar 08, 18[G06F, G10L]
2018/0060,871 SYSTEM AND METHOD FOR PROVIDING SECURE ACCESS TO ELECTRONIC RECORDSAug 31, 16Mar 01, 18[G06Q, G06F]
2018/0063,134 AUTHENTICATION SYSTEM AND METHOD BASED ON AUTHENTICATION ANNOTATIONSAug 31, 16Mar 01, 18[H04L]
2018/0063,325 SYSTEM AND METHOD FOR HANDLING INTERACTIONS WITH INDIVIDUALS WITH PHYSICAL IMPAIRMENTSAug 31, 16Mar 01, 18[H04M, G09B]
2018/0063,327 SYSTEM AND METHOD FOR ANTICIPATING AND PRELOADING DATA IN A CUSTOMER CONTACT CENTERAug 31, 16Mar 01, 18[H04M]
2018/0053,125 TAG-BASED PERFORMANCE FRAMEWORK FOR CONTACT CENTEROct 27, 17Feb 22, 18[G06Q]
2018/0048,758 SYSTEM AND METHOD FOR GEO-LOCATION BASED MEDIA RECORDING FOR A CONTACT CENTEROct 02, 17Feb 15, 18[H04M, H04L, H04Q, H04W]
2018/0041,636 CALL TRANSFER USING SESSION INITIATION PROTOCOL (SIP)Oct 16, 17Feb 08, 18[H04M, H04L]
2018/0041,637 SYSTEM FOR ROUTING INTERACTIONS USING BIO-PERFORMANCE ATTRIBUTES OF PERSONS AS DYNAMIC INPUTOct 16, 17Feb 08, 18[H04M, G06Q, G06F, G06K, G10L]

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Recent Patents

Patent # Title Filing Date Issue Date Intl Class
9924038 Method and system for integrating an interaction management system with a business rules management systemJan 03, 17Mar 20, 18[H04M, G06Q]
9912810 System and method for chat automationJun 09, 16Mar 06, 18[H04M, H04L]
9912812 Graphical user interface for configuring contact center routing strategiesNov 21, 13Mar 06, 18[H04M]
9912813 Graphical user interface with contact center performance visualizerNov 21, 13Mar 06, 18[H04M, G06T, G06Q]
9912815 System and method for performance-based routing of interactions in a contact centerSep 16, 16Mar 06, 18[H04M]
9912816 Workload distribution with resource awarenessNov 29, 12Mar 06, 18[H04M, G06Q]
RE46751 Call transfer using session initiation protocol (SIP)Dec 10, 14Mar 06, 18[H04M, H04L, H04Q]
9900429 Network recording and speech analytics system and methodJun 19, 15Feb 20, 18[H04M, H04K, H04L, H04W]
9900432 Scalable approach to agent-group state maintenance in a contact centerNov 08, 12Feb 20, 18[H04M, G06F]
9900435 Best match interaction set routingNov 19, 12Feb 20, 18[H04M]

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Expired/Abandoned/Withdrawn Patents

Patent # Title Status Filing Date Issue/Pub Date Intl Class
2014/0376,716 METHOD AND APPARATUS FOR OPTIMIZING RESPONSE TIME TO EVENTS IN QUEUEABANSep 05, 14Dec 25, 14[H04M]
2014/0344,076 Managing interactive communications campaignsABANJul 31, 14Nov 20, 14[G06Q]
2014/0244,473 SYSTEM AND METHODS FOR MATCHING ELECTRONIC PROPOSALS TO ELECTRONIC REQUESTSABANApr 30, 14Aug 28, 14[G06Q]
2014/0215,352 SYSTEM AND METHOD FOR PINNABLE CHAT MESSAGEABANJan 29, 13Jul 31, 14[H04L]
2014/0025,496 SOCIAL CONTENT DISTRIBUTION NETWORKABANSep 20, 13Jan 23, 14[G06Q]
2013/0325,992 METHODS AND APPARATUS FOR DETERMINING OUTCOMES OF ON-LINE CONVERSATIONS AND SIMILAR DISCOURSES THROUGH ANALYSIS OF EXPRESSIONS OF SENTIMENT DURING THE CONVERSATIONSABANAug 10, 13Dec 05, 13[H04L]
2013/0250,937 Method for Converging Telephone Number and IP AddressABANMar 20, 12Sep 26, 13[H04L]
2013/0156,178 Method and system for managing interactive communications campaignsABANFeb 18, 13Jun 20, 13[H04M]
2013/0145,019 METHOD AND APPARATUS FOR OPTIMIZING RESPONSE TIME TO EVENTS IN QUEUEABANNov 09, 12Jun 06, 13[H04L]
2012/0288,082 Managing interactive communications campaigns with call recording and securityABANJan 11, 12Nov 15, 12[H04M]
2012/0197,678 Methods and Apparatus for Managing Interaction ProcessingABANFeb 01, 11Aug 02, 12[G06Q]
2012/0101,867 System for Automatic Assignment of Agents in Inbound and Outbound CampaignsABANOct 25, 10Apr 26, 12[G06Q]
2012/0011,218 System for Information and Function RetrievalABANSep 30, 10Jan 12, 12[G06F]
2011/0238,544 Method and system for managing interactive communications campaigns with proactive paymentsABANMar 25, 10Sep 29, 11[G06Q]
2010/0169,430 Trust -Interactive Communication ApplicationsABANDec 30, 08Jul 01, 10[H04L, G06F]
7619996 Determining presence for interaction routingExpiredApr 27, 07Nov 17, 09[H04L]
2009/0168,989 Customer-Enabled Evaluation and and Control of Communication Center Agent ContactABANDec 27, 07Jul 02, 09[H04M]
2009/0171,752 Method for Predictive Routing of Incoming Transactions Within a Communication Center According to Potential Profit AnalysisABANDec 28, 07Jul 02, 09[G06Q]
2009/0172,776 Method and System for Establishing and Managing Trust Metrics for Service Providers in a Federated Service Provider NetworkABANDec 31, 07Jul 02, 09[H04L]
2008/0159,521 System For Establishing Outbound Communications With Contacts From A Call CenterABANDec 29, 06Jul 03, 08[H04M]

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