Contact center application creating using reusable program modules

• US 10,101,974 B2
• Filed: 07/31/2014
• Issued: 10/16/2018
• Est. Priority Date: 07/31/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Angel.com, Inc. (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert, Makagon, Petr, Mahowald, Josh, Kumar, Praphul
• Primary Examiner(s): Zhen, Wei
• Assistant Examiner(s): Morshed, Hossain
• Application Number:
  US14/448,759
• Publication Number:
  US 20160034260A1
• Time in Patent Office: 1,538 Days
• Field of Search: None
• CPC Class Codes: G06F 8/34 Graphical or visual programming
• CPC Class Codes: G06F 8/36 Software reuse
• CPC Class Codes: G06F 9/453 Help systems

Abstract

An application development platform transmits to a content provider system instructions that provide a user interface for developing an application that specifies a first multi-step communication flow between a communications device and a communications system. The platform receives from parameters of a program functionality for inclusion in the application, and selects one or more recommended program modules based on the parameters. The platform transmits instructions that provide a user interface for displaying the one or more recommended program modules. The platform receives data indicating a user selection of a particular program module. In response, the platform transmits instructions that provide a user interface for enabling user configuration of the particular program module. The platform receives modified parameters of the particular program module and determines a second multi-step communication flow between the communications device and the communications system based on the first multi-step communication flow and the modified parameters.

Claims

1. A method, comprising:

transmitting, by a processor, a signal to a communication device associated with a contact center for displaying a plurality of modules for generating an interaction flow of a communication between a customer device and a contact center resource, wherein the interaction flow comprises a plurality of discrete stages in a predetermined order defining ordered steps to be executed in an interaction and is configured to control one or more resources of the contact center for processing inbound and outbound communications, the one or more resources of the contact center comprising a switch coupled between the customer device and the contact center resource;

receiving, by the processor, an indication of a selection of a first module of the plurality of modules to include in the interaction flow;

receiving, by the processor, a modification to a parameter of the first module of the plurality of modules;

identifying, by the processor, a second module of the plurality of modules based on the selection of the first module and the modification to the parameter of the first module;

recommending, by the processor, the second module to be included in the interaction flow by transmitting signal to the communication device associated with the contact center for displaying the second module;

receiving, by the processor, a signal indicating a selection of a third module of the plurality of modules to be included in the interaction flow instead of the second module;

generating, by the processor, the interaction flow based on the first module including the modification to the parameter and the third module, without the second module being included in the interaction flow; and

transmitting, by the processor, a signal to the switch to route the communication to the contact center resource according to the interaction flow.

2. The method of claim 1, wherein the one or more modules comprises instructions for identifying a contact center agent who last serviced a customer.

3. The method of claim 1, further comprising transmitting, by the processor, a signal to the communication device associated with the contact center to display the parameter of the one or more modules.

4. The method of claim 1, further comprising identifying, by the processor, the second module based on contextual data corresponding to the first module selected to be included in the interaction flow.

5. The method of claim 1, further comprising identifying, by the processor, the second module based on user feedback for the second module.

6. The method of claim 4, wherein the contextual data comprises design criteria for the interaction flow.

7. The method of claim 4, wherein the contextual data comprises usage data of the second module.

8. The method of claim 1, further comprising:

receiving, by the processor, a search query based on contextual data representing one or more design criteria of the interaction flow; and

identifying, by the processor, the second module based on the search query.

9. The method of claim 1, further comprising transmitting, by the processor, a signal to the communication device associated with the contact center to display a user interface for enabling configuration of the parameter of the one or more modules.

10. The method of claim 1, wherein the one or more modules comprises instructions for identifying a list of most recent interactions for a customer.

11. A system, comprising:

a switch configured to receive a plurality of communications for routing to one or more communication devices;

a processor coupled to the switch; and

a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

transmit a signal to a communication device associated with a contact center for displaying a plurality of modules for generating an interaction flow of a communication between a customer device and a contact center resource via the switch, wherein the interaction flow comprises a plurality of discrete stages in a predetermined order defining ordered steps to be executed in an interaction and is configured to control one or more resources of the contact center for processing inbound and outbound communications, the one or more resources of the contact center comprising the switch;

receive an indication of a selection of a first module of the plurality of modules to include in the interaction flow;

receive a modification to a parameter of the first module of the plurality of modules;

identify a second module of the plurality of modules based on the selection of the first module and the modification to the parameter of the first module;

recommend the second module to be included in the interaction flow by transmitting a signal to the communication device associated with the contact center for displaying the second module;

receive a signal indicating a selection of a third module of the plurality of modules to be included in the interaction flow instead of the second module;

generate the interaction flow based on the first module including the modification to the parameter, and the third module, without the second module being included in the interaction flow; and

transmit a signal to the switch to route the communication to the contact center resource according to the interaction flow.

12. The system of claim 11, wherein the one or more modules comprises instructions for identifying a contact center agent who last serviced a customer.

13. The system of claim 11, wherein the instructions further cause the processor to transmit a signal to the communication device associated with the contact center to display the parameter of the one or more modules.

14. The system of claim 11, wherein the instructions further cause the processor to identify the second module based on contextual data corresponding to the first module selected to be included in the interaction flow.

15. The system of claim 11, wherein the instructions further cause the processor to identify the second module based on user feedback for the second module.

16. The system of claim 14, wherein the contextual data comprises design criteria for the interaction flow.

17. The system of claim 14, herein the contextual data comprises usage data of the second module.

18. The system of claim 11, wherein the instructions further cause the processor to:

receive a search query based on contextual data representing one or more design criteria of the interaction flow; and

identify the second module based on the search query.

19. The system of claim 11, wherein the instructions further cause the processor to transmit a signal to the communication device associated with the contact center to display a user interface for enabling configuration of the parameter of the one or more modules.

20. The system of claim 11, wherein the one or more modules comprises instructions for identifying a list of most recent interactions for a customer.