US Patent Issued to Genesys Cloud Services on July 1 for "Technologies for facilitating near real-time communication between a user device and a back-office device" (California Inventors)

ALEXANDRIA, Va., July 3 -- United States Patent no. 12,346,852, issued on July 1, was assigned to Genesys Cloud Services Inc. (Menlo Park, Calif.).

"Technologies for facilitating near real-time communication between a user device and a back-office device" was invented by Dan Stoops (Menlo Park, Calif.) and Cliff Bell (Menlo Park, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A method according to an embodiment includes determining a group of subject matter experts in a back office with expertise to address a question from a user of a contact center system, determining an availability of one or more of the subject matter experts via a back-office platform executed by corresponding back-office devices ...