1
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Method and apparatus for determining and initiating interaction directionality within a multimedia communication center. Genesys Telecommunications Laboratories, Donald R Boys, Central Coast Patent Agency, January 2, 2001: US06170011 (439 worldwide citation)

A campaign module in a multimedia cal center has programmable dynamic campaign module (DCM) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function for monitoring interaction level of the MMCC according to programmed criteria, and comparing the ...


2
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Method and apparatus for supporting diverse interaction paths within a multimedia communication center. Genesys Telecommunications Laboraties, Donald R Central Coast Patent Agency Boys, October 24, 2000: US06138139 (409 worldwide citation)

A programmable diverse interaction code module (DIM) in an enterprise-hosted multimedia call center (MMCC) for facilitates and monitors diverse interactions between parties communicating through the MMCC, and includes a database interface for access to an MMCC data repository; and an association fac ...


3
Christopher Clemmentt Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center. Genesys Telecommunications Laboratories, Donald R Boys, Central Coast Patent Agency, May 8, 2001: US06230197 (305 worldwide citation)

A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing ...


4
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions. Genesys Telecommunications Laboratories, Donald R Central Coast Patent Agency Boys, August 22, 2000: US06108711 (300 worldwide citation)

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise ...


5
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Method and apparatus for creating specialized multimedia threads in a multimedia communication center. Genesys Telecommunications Laboratories, Donald R Central Coast Patent Agency Boys, December 26, 2000: US06167395 (270 worldwide citation)

In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository, a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored da ...


6
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Method and apparatus for selectively presenting media-options to clients of a multimedia call center. Genesys Telecommunication Laboratories, Donald R Boys, Central Coast Patent Agency, April 3, 2001: US06212178 (239 worldwide citation)

In an enterprise-hosted multimedia telecommunications center, a client-facing interactive single-media pre-processing interface has an answering facility adapted for greeting and pre-instructing a client making a contact to the pre-processing interface, an identifying facility adapted for identifyin ...


7
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center. Genesys Telecommunications Laboratories, Donald R Boys, Central Coast Patent Agency, April 30, 2002: US06381640 (185 worldwide citation)

In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces fo ...


8
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions. Genesys Telecommunications Laboratories, Donald R Boys, Central Coast Patent Agency, February 5, 2002: US06345305 (178 worldwide citation)

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise ...


9
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface. Genesys Telecommunications Laboratories, Donald R Boys, Central Coast Patent Agency, December 18, 2001: US06332154 (157 worldwide citation)

In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective me ...


10
Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff: Interface engine for managing business processes within a multimedia communication-center. Genesys Telecommunications Laboratories, Donald R Boys, Central Coast Patent Agency, April 9, 2002: US06370508 (128 worldwide citation)

In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task in the overall process, an input interface for providing one or more inputs to the IP ...