GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

G05B CONTROL OR REGULATING SYSTEMS IN GENERAL; FUNCTIONAL ELEMENTS OF SUCH SYSTEMS; MONITORING OR TESTING ARRANGEMENTS FOR SUCH SYSTEMS OR ELEMENTS 158

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Top Owners

Top Patents (by citation)

6,170,011 Method and apparatus for determining and initiating interaction directionality within a multimedia communication centerNov 12, 98Jan 02, 01[H04M, G06F]313

6,230,197 Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication centerSep 11, 98May 08, 01[G06F]211

6,108,711 Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactionsSep 11, 98Aug 22, 00[G06F]210

6,078,581 Internet call waitingSep 12, 97Jun 20, 00[H04L]188

5,402,474 System, data processing method and program to provide a programmable interface between a workstation and an archive server to automatically store telephone transaction informationApr 11, 94Mar 28, 95[H04M]180

6,175,564 Apparatus and methods for managing multiple internet protocol capable call centersJan 22, 98Jan 16, 01[H04L]178

6,002,760 Intelligent virtual queueFeb 17, 98Dec 14, 99[H04M]166

6,185,292 Skill-based real-time call routing in telephony systemsFeb 10, 97Feb 06, 01[H04M]158

6,021,428 Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-centerJan 22, 98Feb 01, 00[G06F]154

6,130,933 Apparatus and methods for coordinating telephone and data communicationsFeb 02, 96Oct 10, 00[H04N]148

Recent Publications

2013/0083,908 System to Deploy a Disaster-Proof Geographically-Distributed Call CenterSep 18, 12Apr 04, 13[H04M]

2013/0077,537 Universal Connection StationSep 23, 11Mar 28, 13[H04W]

2013/0071,037 GRAPHICAL MENU BUILDER FOR ENCODING APPLICATIONS IN AN IMAGESep 21, 11Mar 21, 13[G06K]

2013/0051,550 Method for Automated Handling of Outbound Contacts Requiring Assured Connection to a Live AgentAug 23, 11Feb 28, 13[H04M]

2013/0034,262 Hands-Free Voice/Video Session Initiation Using Face DetectionAug 02, 11Feb 07, 13[G06K]

2013/0022,179 Method for Assembling a Business Process and for Orchestrating the Process Based on Process Beneficiary InformationSep 24, 12Jan 24, 13[H04M]

2012/0323,997 Context Aware InteractionJun 14, 11Dec 20, 12[G06F]

2012/0197,678 Methods and Apparatus for Managing Interaction ProcessingFeb 01, 11Aug 02, 12[G06Q]

2012/0124,476 Method for Interacting with a Multimedia Presentation Served by an Interactive Response UnitNov 15, 10May 17, 12[G06F]

2012/0117,157 System for Determining Presence of and Authorizing a Quorum to Transact Business over a NetworkNov 09, 10May 10, 12[G06F]

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Recent Patents

8,437,463 Distributed hardware/software system for managing agent status in a communication centerSep 15, 11May 07, 13[H04M]

8,370,480 Method and system for propagating statistics between federated contact center sites for use in event distributionDec 27, 07Feb 05, 13[G06F]

8,363,819 Collaboration system and methodJul 27, 10Jan 29, 13[H04M]

8,358,769 Personal desktop routerOct 29, 07Jan 22, 13[H04M]

8,351,594 System for indicating priority levels for transaction and task engagement in a call centerFeb 08, 10Jan 08, 13[H04M]

8,340,274 System for routing interactions using bio-performance attributes of persons as dynamic inputDec 22, 08Dec 25, 12[H04M]

8,325,215 Trust conferencing apparatus and methods in digital communicationDec 30, 08Dec 04, 12[H04N]

8,315,370 System for scheduling routing rules in a contact center based on forcasted and actual interaction load and staffing requirementsDec 29, 08Nov 20, 12[H04M]

8,315,374 Customer-controlled recordingJun 08, 09Nov 20, 12[H04M]

8,275,111 Method and apparatus for multimedia interaction routing according to agent capacity setsJul 18, 08Sep 25, 12[H04M]

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