US Patent Issued to Twilio on April 29 for "Agent presence service for a cloud-based contact center platform" (California Inventors)

ALEXANDRIA, Va., June 9 -- United States Patent no. 12,287,778, issued on April 29, was assigned to Twilio Inc. (San Francisco).

"Agent presence service for a cloud-based contact center platform" was invented by Charlie Helin (Murrieta, Calif.) and Justin Kurtz (San Francisco).

According to the abstract* released by the U.S. Patent & Trademark Office: "Described herein is a presence service for a cloud-based contact center platform that is designed to facilitate communications between customers and agents over a variety of communication channels. The presence service is designed with a two-layer architecture. A first layer uses a highly scalable, low latency memory cache to store a high volume of message-related data for tracking the temp...