Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.

Abstract: A system and method are presented for voicemail acceleration. A voicemail acceleration system, which functions to accelerate the experience of a user, is associated with at least one user device. A user may initiate an interaction with another user, wherein the device associated with the voicemail acceleration system detects that the interaction is being sent to voicemail through contact analysis. A pre-established message and/or a number of options may be presented to the user initiating the interaction, wherein the user may choose an option or elect to automatically leave a message and end the interaction on their end. The voicemail acceleration system provides the retrieved message to the other user and finishes the interaction.

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

Abstract: Systems and methods relating to location-based applications, such as widgets, are disclosed. In general, in one embodiment, location-based application service obtains an anticipated location of a mobile device and determines whether the anticipated location of the mobile device is associated with one of a plurality of non-adjacent geographic locations associated with an establishment. An application identifier associated with the plurality of non-adjacent geographic locations associated with the establishment is provided based on the determination, where the application identifier at least one of identifies an application for the mobile device to activate and references a remote source for the mobile device to obtain the application.

Abstract: A method is presented for the use of virtual reality in a contact center environment. A customer may be viewing a virtual reality scene in a virtual reality environment and desire to initiate an interaction from within the virtual reality world. The interaction may be to bring in one or more additional parties to the virtual reality session. The customer may want to connect with an agent in a contact center and/or with an additional party at any time during the session. An interaction may be initiated from a menu of options in real-time, allowing for a customer to share their virtual reality session with the one or more additional parties.

Abstract: A system and method are presented for voicemail acceleration. A voicemail acceleration system, which functions to accelerate the experience of a user, is associated with at least one user device. A user may initiate an interaction with another user, wherein the device associated with the voicemail acceleration system detects that the interaction is being sent to voicemail through contact analysis. A pre-established message and/or a number of options may be presented to the user initiating the interaction, wherein the user may choose an option or elect to automatically leave a message and end the interaction on their end. The voicemail acceleration system provides the retrieved message to the other user and finishes the interaction.

Abstract: A method and system are provided for simulating recommendations for unavailable users in a social media recommendation network. In general, the social media recommendation network is formed such that each user in the social media recommendation network sends and receives recommendations from their friends. When one of the users in the social media recommendation network is unavailable, a recommendation simulator operates to simulate recommendations from the unavailable user. When the user once again becomes available, the recommendation simulator ceases simulation of recommendations from the user.

Abstract: An apparatus and method directed to automated call screening, and specifically the utilization of location history of a call recipient to determine call authorization, are provided. In accordance with an exemplary embodiment, a computer readable medium embodied in an article of manufacture is encoded with instructions for directing a processor to receive a request from a first device to communicate with a second device. The processor is further directed to determine at least one location associated with the first device, determine an authorization for the request based at least in part upon the at least one location associated with the first device and at least one prior location of the second device, and transmit the request to the second device in accordance with the authorization.

Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

Abstract: Systems and methods relating to location-based applications, such as widgets, are disclosed. In general, in one embodiment, location-based application service obtains an anticipated location of a mobile device and determines whether the anticipated location of the mobile device is associated with one of a plurality of non-adjacent geographic locations associated with an establishment. An application identifier associated with the plurality of non-adjacent geographic locations associated with the establishment is provided based on the determination, wherein the application identifier at least one of identifies an application for the mobile device to activate and references a remote source for the mobile device to obtain the application.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for managing a relationship with and information about a contact. An example includes a client device that can be used to manage and keep track of information about a contact's family.

Abstract: A system and method are provided for dynamically adjusting advertisement (“ad”) time for a multicast channel. In one embodiment, a variable ad insertion function operates to receive one or more multicasts of media content from a core distribution network, insert ad timeslots into the media content, and optionally perform late-binding of ads to the ad timeslots. The media content including the inserted ad timeslots and late-binded ads, if any, is then multicast to associated client devices over a feeder network using corresponding multicast channels. For each multicast channel, insertion of ad timeslots into the associated media content is dynamically controlled based on the number of users currently consuming or predicted to consume the multicast channel, the number of client devices receiving or predicted to receive the multicast channel, or both.