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
2018/0067,924 GENERALIZED PHRASES IN AUTOMATIC SPEECH RECOGNITION SYSTEMSNov 13, 17Mar 08, 18[G10L, G06F]
2018/0060,871 SYSTEM AND METHOD FOR PROVIDING SECURE ACCESS TO ELECTRONIC RECORDSAug 31, 16Mar 01, 18[G06Q, G06F]
2018/0053,125 TAG-BASED PERFORMANCE FRAMEWORK FOR CONTACT CENTEROct 27, 17Feb 22, 18[G06Q]
2018/0004,375 SYSTEM AND METHOD FOR CONTACT CENTER COMMUNICATIONSJul 01, 16Jan 04, 18[H04M, G06F]
2017/0359,421 DIGITAL SERVICE INTERFACEJun 08, 16Dec 14, 17[H04L]
2017/0324,866 SYSTEM AND METHOD FOR CHAT AUTOMATIONJun 09, 16Nov 09, 17[H04M, H04L]
2017/0324,868 SYSTEM AND METHOD FOR MONITORING PROGRESS OF AUTOMATED CHAT CONVERSATIONSMay 06, 16Nov 09, 17[H04M, H04L, G06Q]
2017/0317,965 SOCIAL MEDIA FEEDBACK FOR ROUTING USER COMMUNICATIONSJul 17, 17Nov 02, 17[H04M, H04L]
2017/0289,355 SYSTEM AND METHOD FOR INTERACTION CALLBACK PACINGMar 31, 16Oct 05, 17[H04M]
2017/0163,807 ROUTING USER COMMUNICATIONS TO AGENTSFeb 13, 17Jun 08, 17[H04M]

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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, G06Q, G06T]
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, H04L, H04W, H04K]
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 QUEUEAbandonedSep 05, 14Dec 25, 14[H04M]
2014/0244,473 SYSTEM AND METHODS FOR MATCHING ELECTRONIC PROPOSALS TO ELECTRONIC REQUESTSAbandonedApr 30, 14Aug 28, 14[G06Q]
2014/0215,352 SYSTEM AND METHOD FOR PINNABLE CHAT MESSAGEAbandonedJan 29, 13Jul 31, 14[H04L]
2014/0025,496 SOCIAL CONTENT DISTRIBUTION NETWORKAbandonedSep 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 CONVERSATIONSAbandonedAug 10, 13Dec 05, 13[H04L]
2013/0250,937 Method for Converging Telephone Number and IP AddressAbandonedMar 20, 12Sep 26, 13[H04L]
2013/0156,178 Method and system for managing interactive communications campaignsAbandonedFeb 18, 13Jun 20, 13[H04M]
2013/0145,019 METHOD AND APPARATUS FOR OPTIMIZING RESPONSE TIME TO EVENTS IN QUEUEAbandonedNov 09, 12Jun 06, 13[H04L]
2012/0288,082 Managing interactive communications campaigns with call recording and securityAbandonedJan 11, 12Nov 15, 12[H04M]
2012/0197,678 Methods and Apparatus for Managing Interaction ProcessingAbandonedFeb 01, 11Aug 02, 12[G06Q]
2012/0101,867 System for Automatic Assignment of Agents in Inbound and Outbound CampaignsAbandonedOct 25, 10Apr 26, 12[G06Q]
2012/0011,218 System for Information and Function RetrievalAbandonedSep 30, 10Jan 12, 12[G06F]
2011/0238,544 Method and system for managing interactive communications campaigns with proactive paymentsAbandonedMar 25, 10Sep 29, 11[G06Q]
2010/0169,430 Trust -Interactive Communication ApplicationsAbandonedDec 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 ContactAbandonedDec 27, 07Jul 02, 09[H04M]
2009/0171,752 Method for Predictive Routing of Incoming Transactions Within a Communication Center According to Potential Profit AnalysisAbandonedDec 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 NetworkAbandonedDec 31, 07Jul 02, 09[H04L]
2008/0159,521 System For Establishing Outbound Communications With Contacts From A Call CenterAbandonedDec 29, 06Jul 03, 08[H04M]
2008/0062,974 Integrating SIP Control Messaging into Existing Communication Center Routing InfrastructureAbandonedOct 31, 07Mar 13, 08[H04L]

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