Assignee
GENESYS TELECOMM LAB INC
US·286 granted patents·29 pending applications·26,075 citations·filing 1996–2015
Top patents by PatentIndex Score
315 records- 0199US7929562B2Method and apparatus for optimizing response time to events in queueGENESYS TELECOMM LAB INC·Filed 2003·Granted Apr 19, 2011·233 cites·22 claims
- 0299US7231032B2Negotiated routing in telephony systemsGENESYS TELECOMM LAB INC·Filed 2006·Granted Jun 12, 2007·251 cites·8 claims
- 0399US6346952B1Method and apparatus for summarizing previous threads in a communication-center chat sessionGENESYS TELECOMM LAB INC·Filed 2000·Granted Feb 12, 2002·370 cites·11 claims
- 0499US6345305B1Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactionsGENESYS TELECOMM LAB INC·Filed 2000·Granted Feb 5, 2002·368 cites·3 claims
- 0599US6138139AMethod and apparatus for supporting diverse interaction paths within a multimedia communication centerGENESYS TELECOMM LAB INC·Filed 1998·Granted Oct 24, 2000·688 cites·20 claims
- 0699US6021428AApparatus and method in improving e-mail routing in an internet protocol network telephony call-in-centerGENESYS TELECOMM LAB INC·Filed 1998·Granted Feb 1, 2000·490 cites·10 claims
- 0798US9386152B2Intelligent automated agent and interactive voice response for a contact centerGENESYS TELECOMM LAB INC·Filed 2013·Granted Jul 5, 2016·98 cites·15 claims
- 0898US8824664B1System and method for controlling lifespan of interaction requestsGENESYS TELECOMM LAB INC·Filed 2013·Granted Sep 2, 2014·80 cites·20 claims
- 0998US8767948B1Back office services of an intelligent automated agent for a contact centerGENESYS TELECOMM LAB INC·Filed 2013·Granted Jul 1, 2014·165 cites·9 claims
- 1098US6732156B2System for routing electronic mailsGENESYS TELECOMM LAB INC·Filed 2002·Granted May 4, 2004·249 cites·48 claims
- 1198US6373836B1Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center systemGENESYS TELECOMM LAB INC·Filed 1998·Granted Apr 16, 2002·611 cites·4 claims
- 1298US6170011B1Method and apparatus for determining and initiating interaction directionality within a multimedia communication centerGENESYS TELECOMM LAB INC·Filed 1998·Granted Jan 2, 2001·844 cites·16 claims
- 1398US6167395AMethod and apparatus for creating specialized multimedia threads in a multimedia communication centerGENESYS TELECOMM LAB INC·Filed 1998·Granted Dec 26, 2000·556 cites·14 claims
- 1498US6108711AOperating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactionsGENESYS TELECOMM LAB INC·Filed 1998·Granted Aug 22, 2000·497 cites·4 claims
- 1598US6044368AMethod and apparatus for multiple agent commitment tracking and notificationGENESYS TELECOMM LAB INC·Filed 1998·Granted Mar 28, 2000·370 cites·18 claims
- 1698US6002760AIntelligent virtual queueGENESYS TELECOMM LAB INC·Filed 1998·Granted Dec 14, 1999·399 cites·25 claims
- 1798US5946387AAgent-level network call routingGENESYS TELECOMM LAB INC·Filed 1997·Granted Aug 31, 1999·347 cites·7 claims
- 1898US5943416AAutomated survey control routine in a call center environmentGENESYS TELECOMM LAB INC·Filed 1998·Granted Aug 24, 1999·340 cites·11 claims
- 1998US5765033ASystem for routing electronic mailsGENESYS TELECOMM LAB INC·Filed 1997·Granted Jun 9, 1998·501 cites·11 claims
- 2097US7120700B2Method and system for processing multi-media transactions in a communication centerGENESYS TELECOMM LAB INC·Filed 2005·Granted Oct 10, 2006·57 cites·5 claims
- 2197US6822945B2Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queueGENESYS TELECOMM LAB INC·Filed 2002·Granted Nov 23, 2004·147 cites·36 claims
- 2297US6718366B2Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interfaceGENESYS TELECOMM LAB INC·Filed 2002·Granted Apr 6, 2004·115 cites·14 claims
- 2397US6332154B2Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interfaceGENESYS TELECOMM LAB INC·Filed 1999·Granted Dec 18, 2001·265 cites·14 claims
- 2497US6230197B1Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication centerGENESYS TELECOMM LAB INC·Filed 1998·Granted May 8, 2001·547 cites·16 claims
- 2597US6175563B1Parallel data transfer and synchronization in computer-simulated telephonyGENESYS TELECOMM LAB INC·Filed 1997·Granted Jan 16, 2001·283 cites·11 claims
- 2697US6078566ANoise reduction techniques and apparatus for enhancing wireless data network telephonyGENESYS TELECOMM LAB INC·Filed 1998·Granted Jun 20, 2000·188 cites·4 claims
- 2797US6078581AInternet call waitingGENESYS TELECOMM LAB INC·Filed 1997·Granted Jun 20, 2000·372 cites·7 claims
- 2897US5960073AMethod and apparatus for providing an interactive home agent with access to call center functionality and resourcesGENESYS TELECOMM LAB INC·Filed 1997·Granted Sep 28, 1999·332 cites·2 claims
- 2997US5953405AAgent-predictive routing process in call-routing systemsGENESYS TELECOMM LAB INC·Filed 1997·Granted Sep 14, 1999·281 cites·5 claims
- 3097US5926539AMethod and apparatus for determining agent availability based on level of uncompleted tasksGENESYS TELECOMM LAB INC·Filed 1997·Granted Jul 20, 1999·350 cites·11 claims
- 3196US9008283B2Customer portal of an intelligent automated agent for a contact centerGENESYS TELECOMM LAB INC·Filed 2013·Granted Apr 14, 2015·37 cites·16 claims
- 3296US7907598B2Method for implementing and executing communication center routing strategies represented in extensible markup languageGENESYS TELECOMM LAB INC·Filed 2005·Granted Mar 15, 2011·65 cites·10 claims
- 3396US6985943B2Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact centerGENESYS TELECOMM LAB INC·Filed 2002·Granted Jan 10, 2006·114 cites·39 claims
- 3496US6910072B2Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interfaceGENESYS TELECOMM LAB INC·Filed 2003·Granted Jun 21, 2005·114 cites·9 claims
- 3596US6539419B2Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interfaceGENESYS TELECOMM LAB INC·Filed 2001·Granted Mar 25, 2003·102 cites·14 claims
- 3696US6408064B1Method and apparatus for enabling full interactive monitoring of calls to and from a call-in centerGENESYS TELECOMM LAB INC·Filed 2000·Granted Jun 18, 2002·154 cites·11 claims
- 3796US6393015B1Method and apparatus for automatic network connection between a small business and a clientGENESYS TELECOMM LAB INC·Filed 1997·Granted May 21, 2002·264 cites·11 claims
- 3896US6298130B1Metadata-based network routingGENESYS TELECOMM LAB INC·Filed 2000·Granted Oct 2, 2001·116 cites·15 claims
- 3996US6259774B1Apparatus and methods for coordinating telephone and data communicationsGENESYS TELECOMM LAB INC·Filed 2000·Granted Jul 10, 2001·132 cites·5 claims
- 4096US6185292B1Skill-based real-time call routing in telephony systemsGENESYS TELECOMM LAB INC·Filed 1997·Granted Feb 6, 2001·411 cites·7 claims
- 4196US6175564B1Apparatus and methods for managing multiple internet protocol capable call centersGENESYS TELECOMM LAB INC·Filed 1998·Granted Jan 16, 2001·459 cites·11 claims
- 4296US5953332AAgent-initiated dynamic requeingGENESYS TELECOMM LAB INC·Filed 1997·Granted Sep 14, 1999·276 cites·4 claims
- 4395US9294515B2Method of controlling session initiation protocol sessions with state chartsGENESYS TELECOMM LAB INC·Filed 2012·Granted Mar 22, 2016·48 cites·20 claims
- 4495US9294615B2System and method for handling call recording failures for a contact centerGENESYS TELECOMM LAB INC·Filed 2014·Granted Mar 22, 2016·15 cites·21 claims
- 4595US9160855B2System and method for call and data matching in a contact centerGENESYS TELECOMM LAB INC·Filed 2014·Granted Oct 13, 2015·20 cites·25 claims
- 4695US9049197B2System and method for handling call recording failures for a contact centerGENESYS TELECOMM LAB INC·Filed 2013·Granted Jun 2, 2015·14 cites·18 claims
- 4795US8767947B1System and method for testing and deploying rulesGENESYS TELECOMM LAB INC·Filed 2012·Granted Jul 1, 2014·325 cites·10 claims
- 4895US8018921B2Using XML expressed primitives for platform and system-independent call modelingGENESYS TELECOMM LAB INC·Filed 2005·Granted Sep 13, 2011·48 cites·20 claims
- 4995US7730135B2Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representativesGENESYS TELECOMM LAB INC·Filed 2007·Granted Jun 1, 2010·32 cites·1 claims
- 5095US7565428B2Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact centerGENESYS TELECOMM LAB INC·Filed 2007·Granted Jul 21, 2009·27 cites·1 claims
Showing the top 50 of 315 patent records by PatentIndex Score.
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