Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.

Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.

Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.

Abstract: A method, computer-readable medium and system for providing automatic or electronic reminders are disclosed. An attribute associated with a task may be used in combination with information about a user to provide an electronic reminder to the user for the task at a relevant or appropriate time to enable the task to be completed. As such, at least one attribute associated with a task and information about a user may be used to automatically determine a time for communicating an electronic reminder to the user.

Abstract: A method, computer-readable medium and system for interacting using content are disclosed. A web response may be executed on a first computer system and/or another computer system associated with the first computer system responsive to the initiation of a call over a voice channel between the first computer system and a second computer system. The web response may include automatically downloading content over a data channel so that it can be automatically presented at the first computer system and/or another computer system associated with the first computer system. The content may include video, audio, information from a social networking website, a blog, other content, some combination thereof, etc. In this manner, more and/or different types of content can be used to communicate with callers by causing content to be presented in conjunction with communication over a voice channel.

Abstract: A method, web browser, and system for co-browsing online content is disclosed. Embodiments enable a co-browsing session between web browsers running on different computer systems using a respective peer proxy server on each computer system. A primary peer proxy server running on a first computer system communicates directly with a web server, while communications from other peer proxy servers running on other computer systems are directed through the primary peer proxy server. The primary peer proxy server accesses online content from the web server for presentation using a web browser running on the first computer system, where the online content is presented simultaneously with modified online content presented using web browsers running on the other computer systems. The online content and the modified online content may be synchronized based upon a web server response associated with a browser event communicated to the web server.

Abstract: A method, computer-readable medium and system for enabling communication associated with a webpage are disclosed. One or more communication interfaces may be used to associate content with one or more regions of a webpage. The one or more communication interfaces may be associated with the one or more regions of the webpage. Each communication interface may enable users to submit content for access by at least one other user. In this manner, content may be associated with one or more regions of a webpage, thereby enabling users to more readily and efficiently communicate and/or provide context for content.

Abstract: A method, computer-readable medium and system for interacting using content are disclosed. A web response may be executed on a first computer system and/or another computer system associated with the first computer system responsive to the initiation of a call over a voice channel between the first computer system and a second computer system. The web response may include automatically downloading content over a data channel so that it can be automatically presented at the first computer system and/or another computer system associated with the first computer system. The content may include video, audio, information from a social networking website, a blog, other content, some combination thereof, etc. In this manner, more and/or different types of content can be used to communicate with callers by causing content to be presented in conjunction with communication over a voice channel.

Abstract: A method for marking web content. The method includes rendering first content on a web browser of a client device, and capturing a snapshot of the first content as rendered according to settings of the web browser. The method also includes receiving markup in association with the snapshot, and generating marked up content comprising the snapshot and the markup. The method also includes storing the marked up content for later access.

Abstract: A method, computer-readable medium and system for enabling communication associated with a webpage are disclosed. One or more communication interfaces may be used to associate content with one or more regions of a webpage. The one or more communication interfaces may be associated with the one or more regions of the webpage. Each communication interface may enable users to submit content for access by at least one other user. In this manner, content may be associated with one or more regions of a webpage, thereby enabling users to more readily and efficiently communicate and/or provide context for content.

Abstract: A method, computer-readable medium and system for interacting using content are disclosed. A web response may be executed on a first computer system and/or another computer system associated with the first computer system responsive to the initiation of a call over a voice channel between the first computer system and a second computer system. The web response may include automatically downloading content over a data channel so that it can be automatically presented at the first computer system and/or another computer system associated with the first computer system. The content may include video, audio, information from a social networking website, a blog, other content, some combination thereof, etc. In this manner, more and/or different types of content can be used to communicate with callers by causing content to be presented in conjunction with communication over a voice channel.

Abstract: Embodiments of the present invention may be directed to an interactive system. The interactive system may include a browser application allowing a user to access a website using a communication pathway. The website provides website information in a standardized interchange protocol and also in webpages. The browser application is configured to allow user access to the webpages. The interactive system may also include a module of the browser application compatible with the standardized interchange protocol and configured to store and implement user personalized commands and to store recorded user history information. The module implements a graphical user interface with the website information that is personalized to the user. The graphical user interface includes a personalized display experience and a personalized interaction experience that are both custom designed for the user.