Assignee
GENESYS TELECOMM LAB INC
US286 patents
Top patents by PatentIndex Score
US7929562B2Apr 19, 2011
Method and apparatus for optimizing response time to events in queue
GENESYS TELECOMM LAB INC233 citations99
US7299259B2Nov 20, 2007
Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
GENESYS TELECOMM LAB INC102 citations99
US7231032B2Jun 12, 2007
Negotiated routing in telephony systems
GENESYS TELECOMM LAB INC251 citations99
US6822945B2Nov 23, 2004
Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
GENESYS TELECOMM LAB INC147 citations99
US6732156B2May 4, 2004
System for routing electronic mails
GENESYS TELECOMM LAB INC249 citations99
US6718366B2Apr 6, 2004
Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
GENESYS TELECOMM LAB INC115 citations99
US6597685B2Jul 22, 2003
Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network
GENESYS TELECOMM LAB INC153 citations99
US6539419B2Mar 25, 2003
Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
GENESYS TELECOMM LAB INC102 citations99
US6535492B2Mar 18, 2003
Method and apparatus for assigning agent-led chat sessions hosted by a communication center to available agents based on message load and agent skill-set
GENESYS TELECOMM LAB INC168 citations99
US6421325B1Jul 16, 2002
Methods and apparatus for enhancing wireless data network telephony including a personal router in a client
GENESYS TELECOMM LAB INC81 citations99
US6408064B1Jun 18, 2002
Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
GENESYS TELECOMM LAB INC154 citations99
US6393015B1May 21, 2002
Method and apparatus for automatic network connection between a small business and a client
GENESYS TELECOMM LAB INC264 citations99
US6389028B1May 14, 2002
Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
GENESYS TELECOMM LAB INC212 citations99
US6381640B1Apr 30, 2002
Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center
GENESYS TELECOMM LAB INC357 citations99
US6370508B2Apr 9, 2002
Interface engine for managing business processes within a multimedia communication-center
GENESYS TELECOMM LAB INC201 citations99
US6346952B1Feb 12, 2002
Method and apparatus for summarizing previous threads in a communication-center chat session
GENESYS TELECOMM LAB INC370 citations99
US6345305B1Feb 5, 2002
Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions
GENESYS TELECOMM LAB INC368 citations99
US6337904B1Jan 8, 2002
Automated survey control routine in a call center environment
GENESYS TELECOMM LAB INC110 citations99
US6332154B2Dec 18, 2001
Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
GENESYS TELECOMM LAB INC265 citations99
US6289094B1Sep 11, 2001
External positivistic forward transfer in call routing systems
GENESYS TELECOMM LAB INC92 citations99
US6259774B1Jul 10, 2001
Apparatus and methods for coordinating telephone and data communications
GENESYS TELECOMM LAB INC132 citations99
US6259786B1Jul 10, 2001
Intelligent virtual queue
GENESYS TELECOMM LAB INC169 citations99
US6215783B1Apr 10, 2001
Private IP telephony backbone linking widely-distributed enterprise sites
GENESYS TELECOMM LAB INC158 citations99
US6212178B1Apr 3, 2001
Method and apparatus for selectively presenting media-options to clients of a multimedia call center
GENESYS TELECOMM LAB INC346 citations99
US6185292B1Feb 6, 2001
Skill-based real-time call routing in telephony systems
GENESYS TELECOMM LAB INC411 citations99
US6175563B1Jan 16, 2001
Parallel data transfer and synchronization in computer-simulated telephony
GENESYS TELECOMM LAB INC283 citations99
US6167395ADec 26, 2000
Method and apparatus for creating specialized multimedia threads in a multimedia communication center
GENESYS TELECOMM LAB INC556 citations99
US6138139AOct 24, 2000
Method and apparatus for supporting diverse interaction paths within a multimedia communication center
GENESYS TELECOMM LAB INC688 citations99
US6134315AOct 17, 2000
Metadata-based network routing
GENESYS TELECOMM LAB INC138 citations99
US6130933AOct 10, 2000
Apparatus and methods for coordinating telephone and data communications
GENESYS TELECOMM LAB INC325 citations99
US6128646AOct 3, 2000
System for routing electronic mail to best qualified person based on content analysis
GENESYS TELECOMM LAB INC166 citations99
US6108711AAug 22, 2000
Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions
GENESYS TELECOMM LAB INC497 citations99
US6078566AJun 20, 2000
Noise reduction techniques and apparatus for enhancing wireless data network telephony
GENESYS TELECOMM LAB INC188 citations99
US6064667AMay 16, 2000
Apparatus and methods enhancing call routing to and within call centers
GENESYS TELECOMM LAB INC145 citations99
US6047060AApr 4, 2000
Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
GENESYS TELECOMM LAB INC128 citations99
US6044368AMar 28, 2000
Method and apparatus for multiple agent commitment tracking and notification
GENESYS TELECOMM LAB INC370 citations99
US6021428AFeb 1, 2000
Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center
GENESYS TELECOMM LAB INC490 citations99
US6002760ADec 14, 1999
Intelligent virtual queue
GENESYS TELECOMM LAB INC399 citations99
US5991392ANov 23, 1999
Agent-initiated dynamic requeing
GENESYS TELECOMM LAB INC134 citations99
US5970065AOct 19, 1999
Uniform control of mixed platforms in telephony
GENESYS TELECOMM LAB INC127 citations99
US5953332ASep 14, 1999
Agent-initiated dynamic requeing
GENESYS TELECOMM LAB INC276 citations99
US5953405ASep 14, 1999
Agent-predictive routing process in call-routing systems
GENESYS TELECOMM LAB INC281 citations99
US5946387AAug 31, 1999
Agent-level network call routing
GENESYS TELECOMM LAB INC347 citations99
US5943416AAug 24, 1999
Automated survey control routine in a call center environment
GENESYS TELECOMM LAB INC340 citations99
US5940497AAug 17, 1999
Statistically-predictive and agent-predictive call routing
GENESYS TELECOMM LAB INC122 citations99
US5926539AJul 20, 1999
Method and apparatus for determining agent availability based on level of uncompleted tasks
GENESYS TELECOMM LAB INC350 citations99
US5915012AJun 22, 1999
System and method for operating a plurality of call centers
GENESYS TELECOMM LAB INC187 citations99
US5915011AJun 22, 1999
Statistically-predictive and agent-predictive call routing
GENESYS TELECOMM LAB INC148 citations99
US5905792AMay 18, 1999
External positivistic forward transfer in call routing systems
GENESYS TELECOMM LAB INC92 citations99
US5825870AOct 20, 1998
Methods and apparatus for implementing a network call center
GENESYS TELECOMM LAB INC189 citations99
Showing the top 50 of 286 patents by PatentIndex Score.