Abstract: Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. A collision detection and resolution method for updating a model in a composite services enablement environment can include establishing for a single session having a corresponding model, multiple channels of communication for different corresponding channels of access to a service. The method further can include synchronizing updates to the model by individual ones of the channels of access to the services for each of the channels of access to the services. The method yet further can include detecting collisions in synchronizing the updates to the model. Finally, the method can include rejecting the updates to the model when collisions are detected.

Abstract: Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. In one embodiment, a method for selectively synchronizing content across different views of a composite service can be provided. The method can include establishing for a common session, multiple channels of access to a composite service and providing content to a view for one of the channels of access for synchronization across others of the channels of access to the common session. A set of user preferences can be consulted to determine whether synchronization of the content is permitted for individual ones of the channels of access to the common session. Subsequently, the content can be synchronized only to channels of access to the common session that are permitted by the set of user preferences.

Abstract: Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. In one embodiment of the invention, a view coordination method for callers in a composite services enablement environment can include establishing for a single session, a first channel of access to a composite service providing a view to a first end point for the first channel of access associated with a first caller in a public switched telephone network (PSTN). The method further can include receiving a network address for second end point associated with a second caller in the PSTN telephonically coupled to the first caller over the PSTN. Responsive to receiving the network address, a second channel of access can be established to the composite service for the single session in order to provide the view to the second end point. Finally, changes of state can be synchronized for the view for each of the channels of access.

Abstract: Embodiments of the present invention provide a method, system and computer program product for synchronizing view states among views for respective channels of access to a common session for a composite service. The method can include establishing at least two channels of access to a common session for a composite service, rendering views for each of the channels of access, and synchronizing changes of state for one of the views with others of the views. Establishing at least two channels of access to a common session for a composite service can include establishing a visual channel of access and a voice channel of access to a common session for a composite service. As such, rendering views for each of the channels of access, can include rendering a visual view in a content browser for the visual channel of access, and rendering an audible view in a voice browser for the voice channel of access.

Abstract: A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.

Abstract: The present invention includes a method and system for invoking service offerings. The method can include the steps of initiating (320) a push-to-service request, enabling (304) a Voice Recognition Server (VRS), ranking (306) a list of supported service offerings, and presenting the list on a display for identifying at least one service offering that is available as a service to the user. The method and system can include speaking (308) a voice request for selecting at least one service presented on the display, and establishing (310) a communication dialogue with a service provider of the service for connecting the service provider for providing the service to the user. The push-to-service request can be invoked by a user depressing a service button (120) on the first communication unit (100) using a push-action. The VRS (220) can handle the voice request and generate a list of service offerings ranked by priority for presentation on the display.

Abstract: A method for providing Interactive Voice Response functionality within a multi-tiered telephony environment can identify an enterprise archive file that contains an Interactive Voice Response (IVR) application. The enterprise archive file can contain multiple interpreters for different markup languages. The enterprise archive file can also include a servlet that maps the interpreters to telephony sessions. The enterprise archive file can be deployed within a J2EE compliant application server having a SIP interface. The deployed IVR application can be utilized to provide IVR functions for SIP based telephony sessions.

Abstract: A method for communicating with a call center can include receiving a telephony contact from a caller. A discoursive input including free-form speech can thereafter be received. The discoursive input can be converted into a textual transcription. At least a portion of the textual transcription can be presented upon a display screen of a service agent computer system. The telephony contact can be routed to a telephony device associated with the service agent computer system.

Abstract: A method of automatically organizing a meeting can include selecting a customer profile associated with a customer, identifying a representative according to the customer profile, and determining an availability for the representative based upon context information for the representative. The method further can include scheduling a meeting between the customer and the representative based upon the availability of the representative.

Abstract: A method of automatically conducting a conference can include determining availability for each of a plurality of conference participants and selecting a date and time for the conference based upon the availability of each of the plurality of conference participants. The method further can include automatically initiating the conference among the conference participants on the date and at approximately the time for the conference.

Abstract: An automated method of providing courses to users within an organization can include subscribing a user to receive availability notifications for at least one selected course and notifying the user when a selected course is available. The method also can include detecting successful completion of the selected course by the user and responsive to the detecting step, updating a profile of the user to indicate successful completion of the selected course.

Abstract: A method of providing reminders to facilitate a business transaction can include monitoring a transaction involving a customer and a business entity, wherein a personal representative of the business entity is associated with the transaction, and determining whether the transaction is complete. If the transaction is not complete within a predetermined amount of time, the method can include automatically notifying the customer on behalf of the personal representative. If the transaction is not complete within an additional amount of time, the method can include automatically notifying the personal representative over a selected communication channel to contact the customer.

Abstract: A method of dynamically configuring a terminal within a business establishment can include comparing context information relating to terminal usage within the business establishment with context definitions specifying at least one of time-based rules or terminal usage patterns and selecting a profile according to the comparing step. The profile can specify at least one attribute of a computing resource to be made available within the terminal. The selected profile can be implemented within the terminal.

Abstract: A method of queue busting using a wireless computing device can include executing a portlet within a wireless computing device, wherein the portlet is configured to query for kiosk availability. The method further can include receiving a request to reserve a kiosk for use by a customer from the wireless computing device. The wireless computing device can be local to the kiosk. The method further can include determining availability of the kiosk according to scheduling information for the kiosk and reserving the kiosk for use by the customer for a period of time according to the step of determining availability of the kiosk. A message, which specifies reservation information, can be sent to the wireless computing device.

Abstract: A method of implementing a virtual push-to-talk function within a multimodal interface can include presenting a multimodal interface having a voice-enabled user interface element and locating a visual identifier proximate to the voice-enabled user interface element. The visual identifier can signify that the voice-enabled user interface element is configured to receive speech input. The method further can include activating a grammar associated with the voice-enabled user interface element responsive to a selection of the visual identifier and modifying an appearance of the visual identifier to indicate that the grammar associated with the voice-enabled user interface element is active.

Abstract: A method and system (40) for sharing speech processing resources (54) over a (communication network (21) for handling multiple client types (100, 101, etc.) and multiple media protocol types. The system can include a router (400) coupled to the communication network, a speech response system (500) coupled to the router, and a server (600) coupled to the speech response system and the router. The server can include at least one processor programmed to determine a media protocol and a client type of a client used for speech communication with the server, adapt at least one among encoding or decoding for the speech communication based on the media protocol and the client type, and dynamically and adaptively configure of the speech processing resources based on the media protocol and the client type.

Abstract: A central system in communication with the one or more applications is configured for storing an identifying information of a user. The identifying information includes a biometric identifying data. The central system is further configured for prompting the user for a confirmatory biometric data when the user accesses any of the one or more voice applications connected to the central system. The system compares the confirmatory biometric data with the biometric identifying data. The system authenticates the user if the confirmatory biometric data matches a portion of the biometric identifying data.

Abstract: A method of managing systems in a managed network can include storing configuration information corresponding to at least one managed system and automatically generating a grammar and a speech dialog for each managed system using the configuration information. User speech selecting a managed system can be received over a telephone call. The user speech can be recognized to identify the selected managed system. A grammar and speech dialog for the selected managed system can be loaded. Accordingly, the user can interact with one or more managed systems using the speech dialog. The user speech can be processed using the grammar.

Abstract: An adapter device includes a telephone port, for coupling to a line connector of a telephone, a computer port, for coupling to a communication port of a computer terminal, and a line port, for coupling to a telephone line, which is linked to a telephone network. The device operates in a plurality of operational modes, including at least a first operational mode, in which the circuitry couples the telephone via the line port to the telephone line so as to enable a telephone call to be conducted over the telephone network using the telephone, while the circuitry conveys data regarding the call to the terminal via the computer port, and a second operational mode, in which the circuitry couples the telephone via the computer port to the computer terminal, so that the telephone operates as an audio input/output device of the terminal.