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 43724
 
 
 
H04L TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION 171131
 
 
 
G06F ELECTRIC DIGITAL DATA PROCESSING 147299
 
 
 
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 8495
 
 
 
H04W WIRELESS COMMUNICATION NETWORKS 39143
 
 
 
H04Q SELECTING 3375
 
 
 
G10L SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION 2767
 
 
 
G06N COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS 1154
 
 
 
H04N PICTORIAL COMMUNICATION, e.g. TELEVISION 9231
 
 
 
H04B TRANSMISSION 8197

Top Patents (by citation)

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Recent Publications

Publication # Title Filing Date Pub Date Intl Class
2018/0034,966 SYSTEM AND METHOD FOR OPTIMIZING CONTACT CENTER RESOURCE GROUPSJul 29, 16Feb 01, 18[H04M]
2018/0027,116 VIRTUAL INTERACTIONS IN CONTACT CENTER OPERATIONSMar 13, 17Jan 25, 18[H04M, H04L]
2018/0013,890 SYSTEM AND METHOD FOR CUSTOMER EXPERIENCE MANAGEMENTSep 25, 17Jan 11, 18[H04M, G06Q]
2018/0013,892 RESOURCE SHARING IN A PEER-TO-PEER NETWORK OF CONTACT CENTER NODESSep 25, 17Jan 11, 18[H04M, H04L]
2018/0004,375 SYSTEM AND METHOD FOR CONTACT CENTER COMMUNICATIONSJul 01, 16Jan 04, 18[H04M, G06F]
2018/0007,081 SYSTEM AND METHOD FOR PREVENTING ATTACKS IN COMMUNICATIONSJul 01, 16Jan 04, 18[H04L]
2017/0371,951 METHOD FOR INTERACTING WITH A GROUP OF INDIVIDUALS AS A SINGLE CONTACTSep 11, 17Dec 28, 17[H04M, H04L, G06F]
2017/0366,669 SYSTEM AND METHOD OF DISTRIBUTED MAINTENANCE OF CONTACT CENTER STATESep 01, 17Dec 21, 17[H04M]
2017/0366,670 PORTABLE CONTINUITY OBJECTSep 01, 17Dec 21, 17[H04M]
2017/0359,232 CONNECTED MACHINE INITIATED SERVICEJun 08, 16Dec 14, 17[H04L]

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Recent Patents

Patent # Title Filing Date Issue Date Intl Class
9883038 Customer care mobile applicationDec 23, 16Jan 30, 18[H04M, G06Q, H04W]
9876905 System for initiating interactive communication in response to audio codesJan 04, 11Jan 23, 18[H04M, G06Q]
9876908 Method and system for managing interactive communications campaigns with text messagingSep 26, 16Jan 23, 18[H04M, H04L, H04W, G06F]
RE46675 Integrating SIP control messaging into existing communication center routing infrastructureDec 10, 14Jan 16, 18[H04M, H04L]
9864952 Controlled question and answer knowledge system management confirming customer does not want to terminate/cancel service/relationshipJul 31, 14Jan 09, 18[G06N, H04L, G06Q, G06F]
9866627 Federated uptake throttlingNov 20, 15Jan 09, 18[H04L, G06Q, G06F]
9866689 Managing interactive communications campaigns with customer recoveryMay 16, 16Jan 09, 18[H04M, G06Q]
9866691 System and methods for predicting future agent readiness for handling an interaction in a call centerJun 20, 16Jan 09, 18[H04M]
9866692 Routing user communications to agentsFeb 13, 17Jan 09, 18[H04M]
9866693 System and method for monitoring progress of automated chat conversationsMay 06, 16Jan 09, 18[H04M, H04L, G06Q]

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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]
2010/0169,430 Trust -Interactive Communication ApplicationsABANDec 30, 08Jul 01, 10[H04L, G06F]
2009/0168,989 Customer-Enabled Evaluation and and Control of Communication Center Agent ContactABANDec 27, 07Jul 02, 09[H04M]
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]
2008/0062,974 Integrating SIP Control Messaging into Existing Communication Center Routing InfrastructureABANOct 31, 07Mar 13, 08[H04L]
2008/0049,735 Methods and Apparatus for Accomplishing Call-State Synchronization and Event Notification between Multiple Private Branch Exchanges Involved in a Multiparty CallABANOct 31, 07Feb 28, 08[H04L]
2007/0191,030 Method and Apparatus for Enhancing Wireless Data Network Telephony Including a Personal Router in a ClientABANApr 09, 07Aug 16, 07[H04Q]

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