Abstract: A business development system for an enterprise is provided. The business development system includes a target searching module that seeks and engages a potential target in a promotional activity for gaining reward points. The business development system further includes a strategy determining module that analyzes circumstances for determining a suitable persona and interaction strategy for engaging the potential target. The business development system further includes a strategy executing module that interactively engages with the potential target by applying the determined persona and strategy for engaging the potential target into the promotional activity. Additionally, the business development system includes a strategy sharing module that stores information related to interaction with the potential target in an experience database.

Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.

Abstract: A system for automated distribution of supervisory functions in an enterprise is provided. The system includes a monitor module configured to monitor performance of resources in the enterprise. The system further includes a skill finder module configured to find at least one skilled resource for at least one type of work request. The system further includes an assignment module configured to assign the at least one skilled resource a subset of supervisory role for the at least one type of work request.

Abstract: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

Abstract: An interactive communications system includes a passive guide system for guiding users on a website to locate their desired content. The passive guide system includes a monitor module configured to monitor user's interaction with content of the website. The passive guide system further includes an analysis module configured to analyse the user's interaction to anticipate user's requirement. The passive guide system further includes a guide module configured to present a message for guiding the user to locate the content on the website based on the anticipated user's requirement. The passive guide system also includes a feedback module for receiving a feedback from the user and changing the previous message based on the feedback.

Abstract: A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration.

Abstract: Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.

Abstract: Various embodiments of systems and methods for facilitating decision making in a business operation are described herein. In an embodiment, the method involves receiving a first set of data representing predefined optimal performance factors of the business operation and generating a performance baseline based on an aggregate of the optimal performance factors. Further, the method involves receiving, in real-time, a second set of data representing performance measures initiated by a plurality of entities and predicting a potential business performance based on analyzing a collective impact of the initiated performance measures on a current business performance. In another aspect, the method involves comparing the predicted business performance with the generated performance baseline and providing a recommendation on the initiated performance measures based on the comparison.

Abstract: A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information.

Abstract: A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification.

Abstract: A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen.

Abstract: Existing statistics reporting methods tend to be inflexible and difficult for operators to understand and use effectively. A graphical user interface is provided whereby operators are able to view a state/event model of an automated system and using that graphical user interface make changes to existing statistics, define new statistics and analyze existing statistics. As a result of user inputs made at this graphical user interface changes are effected in a statistics reporting application in order to generate actual values of the statistics. In some embodiments Unified Modeling Language (UML) is used to provide the state/event model and extensions to UML are described which improve the ability to create and modify definitions of statistics.

Abstract: A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen.

Abstract: A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.

Abstract: A method for assigning individual contact processing resources of a contact centre to contacts in the contact centre is disclosed. On receiving a new contact at the contact centre, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact centre. A programmed processing object corresponding to each individual contact processing resource of the contact centre is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.

Abstract: A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.

Abstract: In a radio access network in which a first access terminal uses a first access point to access the network and a second access terminal uses a second access point to access the network, interference is reduced in communications between the first access terminal and the first access point by adjusting signal power levels of the second access terminal without requiring coordination between the first and second access points.

Abstract: A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification.

Abstract: Information is received identifying a geographic location of an access point in a radio access network. Access information is assigned and communicated to the access point, and the access information and the geographic location information is communicated to an access terminal. The access terminal identifies the access point as a preferred access point, including its geographic location. The access terminal receives information identifying its own geographic location, and when the access terminal is near the access point, the access point is used to access the network. The access point receives information identifying its geographic location and communicates the geographic location information to a configuration server. The access point receives access information from the configuration server and provides access terminals access to the network using the access information.

Abstract: Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.