System and method for managing customer interactions for contact center based on agent proximity

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United States of America Patent

PATENT NO 9992341
APP PUB NO 20160191712A1
SERIAL NO

14588403

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

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Patent Owner(s)

  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Bouzid, Ahmed Tewfik McClean, US 34 1177
Harasimiuk, Pawel Chantilly, US 4 83
Kumar, Praphul Falls Church, US 41 1140
Ristock, Herbert Willi Artur Walnut Creek, US 134 4418
Wellman, Aaron Annandale, US 14 308

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