Abstract: When a multimedia conference between multiple users at multiple locations is established, a first cursor controlled by a first user in a first location is provided. A first event associated with the multimedia conference is detected. In response to detecting the first event associated with the multimedia conference, control of cursors in the multimedia conference can be handled in various ways to enhance the multimedia conference. For example, control of the first cursor can be switched from the first user to a second user at a second location, a second cursor can be provided to the multimedia conference that is controlled by the second user, or control of the first cursor can be merged so that the first cursor can be controlled by both the first user and the second user. This allows for enhanced control of the cursor in the multimedia conference that more closely resembles an in-person conference.

Abstract: Transcribing portions of a communication session between a user device and an on-premises device of an enterprise includes receiving, by a computer located remotely from the on-premises device, a media stream of the communication session from the on-premises device and receiving, by the computer, at least one event associated with the media stream from the on-premises device. Furthermore, the computer determines a portion of the media stream to transcribe based on the at least one event and transcribes the portion of the media stream.

Abstract: A network-connected access point is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network access point also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location distant from the network access point. Without limitation, environmental characteristics include temperature, humidity, sound, light, motion, and air quality, The network access point further comprises a sensor controller in communication with the at least one environmental sensor. The sensor controller may be separate from the network access transceiver, or may be part of the same component.

Abstract: In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

Abstract: Even with the best efforts to design and deliver accurate systems with usable interfaces, customers often encounter difficulties in completing a task using an electronic device, such as completing a form on a web page, using a software application, or navigating an interface. This may be due to a programming error, inaccurate instructions, or an unusual situation not contemplated by the programmers or designers. Without interaction with a human agent, a cue may be provided to the user upon detection of an issue for completing the task. A co-browse operation may be automatically initiated to provide a cue selected in accord with the issue that thereby allows the user to complete the task.

Abstract: Communication servers hosting interactions between requesting devices and resources may require load sheading or maintenance and, as a result, be placed in Deny New Service (DNS) mode, whereby a subsequent session request is refused while existing sessions continue until concluded. However, an interaction comprising an existing session may be supplemented by a subsequent session, often utilizing a different application layer implementation. By providing the requesting device with an interaction identifier, a subsequent session made after the server has been placed in DNS mode, may be accepted and associated with the same resource associated with the existing session.

Abstract: Contact center agents commonly have dissimilar levels of skill for a particular topic or ability. Often an expert is available to help lesser-skilled agents, but such experts may not always be available. Automated systems and methods are provided that allow for an agent-customer interaction to be monitored and, when a question is present, identify a best-matching knowledge unit to address the question. With the knowledge unit identified, a prior communication portion associated with the knowledge unit is then presented to the agent, such as via pop-up message, whisper voice message, etc., to allow the agent to have the benefit of the knowledge of the expert to answer the question without engaging the expert.

Abstract: Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.

Abstract: In an attempt to establish a communication session between a first communication entity and a second communication entity, a first message is received. For example, the first message may be a SIP INVITE message. A determination is made, based on a registration message from the first communication entity and/or the second communication entity, that at least one of the first communication entity or the second communication entity is Internet Protocol (IP) version intolerant. In response to determining that the at least one of the first communication entity or the second communication entity is IP version intolerant, one or more IP addresses are adapted in messages (e.g., the SIP INVITE message) for establishing the communication session. The adaption changes/removes the one or more IP addresses to a different IP version to ensure proper IP compatibility.

Abstract: Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Abstract: Systems and methods for detecting misuse of devices comprising: receiving, from a device, a message comprising a first hash of device data that is indicative of a current device location and usage; generating a second hash of stored data, the stored data being based on an expected location and usage associated with the device; comparing the first and second hashes; and when the first and second hashes do not match, generating an alert.

Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.

Abstract: Content of a communication session, such as a voice communication between a user and an agent of a contact center is monitored. A keyword, a phrase, an emotion, or a gesture related to a topic in the monitored content of the communication session is identified. A rule based on the identified the monitored content is applied. In response to applying the rule based on the monitored content, one or more topic suggestions are identified and presented to the user. For example, the rule can detect that the agent changed the discussion from a first topic to a second topic. In response to the agent discussing the second topic, the user is presented with two topics suggestions for the two topics. The user can select one of the topic suggestions to focus the agent on a specific topic suggestion. The selected topic suggestion along with discussions options are then displayed to the agent.

Abstract: A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

Abstract: A device, system, and method use predictive analytics based on an application-centric approach. The method includes receiving a request from an interactive application interacting with a user utilizing a user device for action data indicating an action to be taken by the interactive application during a session with the user device, the request generated by the interactive application based on a decision point associated with the interactive application. The method includes receiving from the interactive application session data associated with the session and the user device. The method includes determining scoring package data associated with the request based on the session data, the scoring package data comprising a predictive model indicative of a plurality of actions to be performed by the interactive application. The method includes generating the action data based on the scoring package data and transmitting the action data to the interactive application.

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to check into a virtual venue. The caller may then be known, via an associated social media identity, to the contact center. The virtual venue may then receive access to comments and other posts, such as endorsements, provided by connects to the social media identity and process the call in accordance with the sentiment or utilize the social media network for post-call follow-up.

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.

Abstract: Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.

Abstract: According to one embodiment, facilitating communications through a communication device can comprise monitoring, by the communication device, one or more environmental sensors of the communication device including at least one sensor collecting biometric information. A presence of one or more people can be detected by the communication device based on the monitoring or the one or more environmental sensors and the detected one or more people can be identified by the communication device based at least in part on input from the one or more environmental sensors. One or more possible actions related to communications through the communication device can be determined by the communication device based on the identified one or more people. A user interface including a prompt for at least one of the determined one or more possible actions related to communications through the communication device can then be provided.