Intellectual Property India Publishes Patent Application for 'Systems And Methods For Synchronizing Agent Staffing And Customer Call Volume In Contact Centers' Filed by Genesys Cloud Services, Inc.

MUMBAI, India, June 20 -- Intellectual Property India has published a patent application (202517049130 A) filed by Genesys Cloud Services, Inc., Menlo Park, U.S.A., on May 21, for 'systems and methods for synchronizing agent staffing and customer call volume in contact centers.'

Inventor(s) include Mouslmani, Taleb John; Ferris, Therese M.; Coleman, Travis Dale; and Danish, Mathew Scott.

The application for the patent was published on June 20, under issue no. 25/2025.

According to the abstract released by the Intellectual Property India: "A method for synchronizing agent staffing and customer call volume within a contact center estimates the number of agents to staff the contact center during a future time and uses historical data to estimate the number of customer calls anticipated during the future time. The method performs a first comparison of the number of agents with the anticipated customer calls volume for the future time and then determines at least one preferred contact-center callback window. The method communicates with the customer to request at least one preferred customer- selected callback time and performs a second comparison to provide the customer with a suggested callback time that is selected to synchronize the customer call volume with the number of agents, the preferred contact-center callback window, and the preferred customer-selected callback time to improve the customer's experience and efficiency of the contact center."

The patent application was internationally filed on Dec. 11, 2023, under International application No.PCT/US2023/083304.

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