Abstract: According to one example, a method includes facilitating communication between a user web application and an entity. The method may be performed by a communication server of a web communication service. The method includes receiving a request from the user web application to communicate with the entity, establishing a communication session between the user web application and an automated agent, obtaining contextual information associated with the communication session, the contextual information including information provided by the user web application, determining that a user of the user web application should be connected with a live agent, and in response to the determining, connecting the user web application with a terminal of an agent associated with the entity. The method further includes providing the live agent associated with the entity with the contextual information.

Abstract: According to one example, a method includes facilitating communication between a user web application and an entity. The method may be performed by a communication server of a web communication service. The method includes receiving a request from the user web application to communicate with the entity, establishing a communication session between the user web application and an automated agent, obtaining contextual information associated with the communication session, the contextual information including information provided by the user web application, determining that a user of the user web application should be connected with a live agent, and in response to the determining, connecting the user web application with a terminal of an agent associated with the entity. The method further includes providing the live agent associated with the entity with the contextual information.

Abstract: According to one example, a method includes facilitating communication between a user web application and an entity. The method may be performed by a communication server of a web communication service. The method includes receiving a request from the user web application to communicate with the entity, establishing a communication session between the user web application and an automated agent, obtaining contextual information associated with the communication session, the contextual information including information provided by the user web application, determining that a user of the user web application should be connected with a live agent, and in response to the determining, connecting the user web application with a terminal of an agent associated with the entity. The method further includes providing the live agent associated with the entity with the contextual information.

Abstract: According to one example, a method includes, with a service portal of a web communication service, receiving a first dataset from a computing device of a second entity, the first dataset including information to enable communication between a user device accessing a website of a first entity and an agent device of the second entity. The method further includes, with the service portal, creating a piece of code for insertion into content from the second entity that is configured for insertion into the website of the first entity, the piece of code to establish a communication session through the web communication service between the user device and the agent device. The method further includes transmitting the piece of code to the computing device of the second entity.

Abstract: According to one example, a method includes providing an interactive call menu creation service to a client device. The method further includes receiving a first dataset from the client device of an entity via the interactive call menu creation service, the first dataset including a call structure that defines a plurality of communication destinations and destination addresses for the communication destinations. The method further includes, in response to receiving the first dataset, generating a second dataset, the second dataset comprising code for embedding in a webpage to provide an interactive call menu for establishing communication to the plurality of communication destinations. The method further includes sending the second dataset to the client device in response to receiving the first dataset.

Abstract: According to one example, a method includes providing an interactive call menu creation service to a client device. The method further includes receiving a first dataset from the client device of an entity via the interactive call menu creation service, the first dataset including a call structure that defines a plurality of communication destinations and destination addresses for the communication destinations. The method further includes, in response to receiving the first dataset, generating a second dataset, the second dataset comprising code for embedding in a webpage to provide an interactive call menu for establishing communication to the plurality of communication destinations. The method further includes sending the second dataset to the client device in response to receiving the first dataset.

Abstract: Systems and methods are disclosed for putting a plurality of endpoints in communication with a media host server and a real time communications session manager, wherein a client application running on an endpoint recognizes commands sent to a media host server by a media player running on the endpoint, compares those commands to a pre-programmed set of commands, and sends an indication of the commands to the communications session manager.