EP2915134A4 - System and method for web-based real time communication with contact centers - Google Patents

System and method for web-based real time communication with contact centers

Info

Publication number
EP2915134A4
EP2915134A4 EP13851607.5A EP13851607A EP2915134A4 EP 2915134 A4 EP2915134 A4 EP 2915134A4 EP 13851607 A EP13851607 A EP 13851607A EP 2915134 A4 EP2915134 A4 EP 2915134A4
Authority
EP
European Patent Office
Prior art keywords
web
real time
time communication
based real
contact centers
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
EP13851607.5A
Other languages
German (de)
French (fr)
Other versions
EP2915134A1 (en
Inventor
Slava Sayko
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
Original Assignee
Greeneden US Holdings II LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US13/669,384 external-priority patent/US9112975B2/en
Priority claimed from US13/669,288 external-priority patent/US9131067B2/en
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Publication of EP2915134A1 publication Critical patent/EP2915134A1/en
Publication of EP2915134A4 publication Critical patent/EP2915134A4/en
Ceased legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1101—Session protocols
    • H04L65/1108—Web based protocols, e.g. webRTC

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Human Resources & Organizations (AREA)
  • Development Economics (AREA)
  • Economics (AREA)
  • General Business, Economics & Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Marketing (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Theoretical Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Administration (AREA)
  • Tourism & Hospitality (AREA)
  • Quality & Reliability (AREA)
  • Operations Research (AREA)
  • Multimedia (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
EP13851607.5A 2012-11-05 2013-11-05 System and method for web-based real time communication with contact centers Ceased EP2915134A4 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US13/669,384 US9112975B2 (en) 2012-11-05 2012-11-05 System and method for web-based real time communication with contact centers
US13/669,288 US9131067B2 (en) 2012-11-05 2012-11-05 System and method for out-of-band communication with contact centers
PCT/US2013/068556 WO2014071391A1 (en) 2012-11-05 2013-11-05 System and method for web-based real time communication with contact centers

Publications (2)

Publication Number Publication Date
EP2915134A1 EP2915134A1 (en) 2015-09-09
EP2915134A4 true EP2915134A4 (en) 2016-04-20

Family

ID=50628169

Family Applications (1)

Application Number Title Priority Date Filing Date
EP13851607.5A Ceased EP2915134A4 (en) 2012-11-05 2013-11-05 System and method for web-based real time communication with contact centers

Country Status (3)

Country Link
EP (1) EP2915134A4 (en)
CN (1) CN104995655B (en)
WO (1) WO2014071391A1 (en)

Families Citing this family (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11463847B2 (en) 2014-04-14 2022-10-04 Altocloud Limited System and method for interaction routing by applying predictive analytics and machine learning to web and mobile application context
US9348814B2 (en) 2014-08-01 2016-05-24 Almawave S.R.L. System and method for meaning driven process and information management to improve efficiency, quality of work and overall customer satisfaction
GB2531057A (en) * 2014-10-10 2016-04-13 Altocloud Ltd System and method for interaction routing predictive analytics and machine learning web and mobile application context
US20160135093A1 (en) * 2014-11-10 2016-05-12 Samsung Electronics Co., Ltd. Apparatus and method for handling single radio voice call continuity handover
CN106161179B (en) * 2015-03-26 2019-12-20 中兴通讯股份有限公司 Media processing method and device based on real-time communication of webpage
CN105656906A (en) * 2016-01-21 2016-06-08 北京荣源国信科技有限公司 Webpage integrated communication system
US10574825B2 (en) 2017-02-15 2020-02-25 Microsoft Technology Licensing, Llc Assisted-communication with intelligent personal assistant
CN108696523B (en) * 2018-05-14 2021-11-19 平安科技（深圳）有限公司 Response method and device for call service
US10681213B2 (en) * 2018-07-31 2020-06-09 Avaya Inc. Dynamic synchronization of co-existing multichannel interactions in a contact center
CN109561227B (en) * 2018-11-13 2021-09-10 平安科技（深圳）有限公司 Trunk line switching method and device, electronic equipment and storage medium
US11568305B2 (en) 2019-04-09 2023-01-31 Genesys Telecommunications Laboratories, Inc. System and method for customer journey event representation learning and outcome prediction using neural sequence models
CN111092939A (en) * 2019-12-04 2020-05-01 深圳市机场股份有限公司 Message processing method and device based on machine position distribution and electronic equipment

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20070116238A1 (en) * 2005-10-11 2007-05-24 Yaniv Jacobi Method and system for on-line trading
WO2008098123A1 (en) * 2007-02-08 2008-08-14 Utbk, Inc. Systems and methods to facilitate communications
US20100158236A1 (en) * 2008-12-23 2010-06-24 Yi Chang System and Methods for Tracking Unresolved Customer Involvement with a Service Organization and Automatically Formulating a Dynamic Service Solution
US20120278115A1 (en) * 2011-04-27 2012-11-01 International Business Machines Corporation Method and Apparatus for Leveraging Social Media for Pro-Active Customer Notification

Family Cites Families (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6493447B1 (en) * 1997-11-21 2002-12-10 Mci Communications Corporation Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications
US6771766B1 (en) * 1999-08-31 2004-08-03 Verizon Services Corp. Methods and apparatus for providing live agent assistance

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20070116238A1 (en) * 2005-10-11 2007-05-24 Yaniv Jacobi Method and system for on-line trading
WO2008098123A1 (en) * 2007-02-08 2008-08-14 Utbk, Inc. Systems and methods to facilitate communications
US20100158236A1 (en) * 2008-12-23 2010-06-24 Yi Chang System and Methods for Tracking Unresolved Customer Involvement with a Service Organization and Automatically Formulating a Dynamic Service Solution
US20120278115A1 (en) * 2011-04-27 2012-11-01 International Business Machines Corporation Method and Apparatus for Leveraging Social Media for Pro-Active Customer Notification

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of WO2014071391A1 *

Also Published As

Publication number Publication date
EP2915134A1 (en) 2015-09-09
WO2014071391A1 (en) 2014-05-08
CN104995655B (en) 2018-11-16
CN104995655A (en) 2015-10-21

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