Hybrid cloud architecture with optimized local delivery

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United States of America Patent

PATENT NO 9948782
SERIAL NO

14069336

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Abstract

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A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

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Patent Owner(s)

  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Anderson, David H Durham, US 31 620
Bischoff, Brian Raleigh, US 15 351
Bretherton, Bernard Phoenix, US 5 71
Huovinen, Donald Jacksonville, US 10 105
Islam, Tamal London, GB 7 64
Kerlin, Gregg Los Gatos, US 6 51
Kovalenko, Galina Walnut Creek, US 11 152
Lum, Henry Markham, CA 19 412
Sayko, Vyacheslav Walnut Creek, US 18 568
Stocking, Terry San Ramon, US 7 72

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