Abstract: A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. In some embodiments, the activity relates to at least one of an entity or a product or service associated with the entity. The user population may be selected on the basis of a socio-demographic characteristic or on the basis of observable social networking behavior and/or sentiment over a prior selection phase. The method further includes selecting a loyalty transition boundary identified by detecting a difference in aggregate sentiment between a first group of users receiving a response delayed by a first time period and a second group of users receiving a response delayed by a second time period greater than the first time period.

Abstract: Contact center agents are often presented work items utilizing voice, video, and text. Text messages are often processed concurrently with other text or non-text messages. In order to avoid over or under utilizing agents, contact centers may determine an initial complexity for a work item and route the work item to an agent having the skills and capacity to accommodate the initial complexity. However, the initial complexity may differ from an observed complexity as the agent processes the work item. Accordingly, systems and methods are provided to monitor ongoing text message complexity and route subsequent work items to agents based on an observed complexity provided, at least in part, by the complexity of text-based work item current being processed, and the agents capacity to process the subsequent work item.

Abstract: Methods, devices, and systems for dynamically changing between contexts running simultaneously on a single communication device, such as a mobile communication device. More particularly, each context can be run as a virtual machine on the same communication device and context-related parameters can be used to determine which context or combination of contexts should be applied at a particular time.

Abstract: A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. In some embodiments, the activity relates to at least one of an entity or a product or service associated with the entity. The user population may be selected on the basis of a socio-demographic characteristic or on the basis of observable social networking behavior and/or sentiment over a prior selection phase. The method further includes selecting a loyalty transition boundary identified by detecting a difference in aggregate sentiment between a first group of users receiving a response delayed by a first time period and a second group of users receiving a response delayed by a second time period greater than the first time period.

Abstract: A system and method for securing the mobile device applies the rules to determine if an event associated with an application is a secure event. If the event is a secure event, the system applies the rules to determine if the event is authenticated. If the event is authenticated, the event is authorized and the system updates rule data associated with the event and/or other associated events. Updating the rule data allows other associated events to be authenticated. If the event is not authenticated, the system requests authentication from a user. If the authentication is valid, the event is authorized and the system updates the rule data associated with the event and/or other associated events. If the authentication is not valid, the system secures the mobile device. Authorizing the event enables a user to access the application and/or data associated with the application.

Abstract: Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities.

Abstract: Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations.

Abstract: A text communication, such as an email or blog posting from a user, is monitored to identify an issue. A score(s) of the text communication is determined by analyzing words/phrases in the text communication. A score can be based on various factors such as annoyance, language precision, help-ability, a communication length, and the like. A range for the score(s) is determined. When a response to the text communication is generated, a score(s) of the response to the text communication is determined. If one or more of the score(s) of the response is outside the range for the score(s), the response is rejected. Words/phrases are identified in the response to the text communication that can be changed in order to get the score(s) of the response within the range of the score(s) of the text communication. This information is displayed to an agent so an appropriate response can be formulated.

Abstract: An interface allows a simple control to be shared by one or more conference participants. One exemplary embodiment maps complex techniques associated with conference control into a simple control. The control may be a single slider to adjust both the amount of control and the level of aggressiveness to get the best quality in a dynamic and changing environment. Another exemplary type of control would be to use two sliders—one to select and/or aggregate conference control mechanisms, and the other to adjust the aggressiveness of the selected conference control mechanism or aggregated mechanisms. Another exemplary type of control could be a simple rotary dial to emulate the two-dimensionality of two or more sliders. These controls could have the techniques associated with each position dynamically chosen and/or updated, for example, throughout a conference.

Abstract: The system and method described herein allows for full monitoring and recording of SIP calls by using standard SIP messages. During the call set up between a first SIP device and a second SIP device, information is derived from a first SIP INVITE message from a first SIP device. Information is then derived from a response message from the second SIP device. The monitor/recorder receives one or more SIP INVITE messages to set up a first media stream from the first SIP device and a second media stream from the second SIP device to the monitor/recorder. The monitor/recorder receives the first and/or second media stream. The monitor/recorder then records the first and/or second media stream. In addition, the system and method provide for recording on demand, required recording, and pause-and-resume recording of SIP calls.

Abstract: The system utilizes (gets) training data that comprises a plurality of training documents. Each of the plurality of training documents comprises a training token(s). The plurality of training documents are clustered into a plurality of clusters based on at least one training token in the plurality of training documents. Each cluster contains at least one training document. A Boolean query(s) is generated for a cluster based on an occurrence of the at least one training token in a training document in the plurality of training documents. The system gets production data that comprises a plurality of production documents. Each of the plurality of production documents comprises a production token(s). The Boolean query(s) is then executed on the production data.

Abstract: Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities.

Abstract: Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations.

Abstract: A text communication, such as an email or blog posting from a user, is monitored to identify an issue. A score(s) of the text communication is determined by analyzing words/phrases in the text communication. A score can be based on various factors such as annoyance, language precision, help-ability, a communication length, and the like. A range for the score(s) is determined. When a response to the text communication is generated, a score(s) of the response to the text communication is determined. If one or more of the score(s) of the response is outside the range for the score(s), the response is rejected. Words/phrases are identified in the response to the text communication that can be changed in order to get the score(s) of the response within the range of the score(s) of the text communication. This information is displayed to an agent so an appropriate response can be formulated.

Abstract: An interface allows a simple control to be shared by one or more conference participants. One exemplary embodiment maps complex techniques associated with conference control into a simple control. The control may be a single slider to adjust both the amount of control and the level of aggressiveness to get the best quality in a dynamic and changing environment. Another exemplary type of control would be to use two sliders—one to select and/or aggregate conference control mechanisms, and the other to adjust the aggressiveness of the selected conference control mechanism or aggregated mechanisms. Another exemplary type of control could be a simple rotary dial to emulate the two-dimensionality of two or more sliders. These controls could have the techniques associated with each position dynamically chosen and/or updated, for example, throughout a conference.

Abstract: A system and method manage the exchange of information, especially geo-location information, between a customer and an enterprise. A customer can include any person that may enter into a relationship with the enterprise. An enterprise can be any business or organization that may provide goods, services, or be involved in a relationship with a person. The customer and enterprise are involved in a transaction. Thus, the relationship with the person and the enterprise may be temporal in that it will only last for a period of time or only be involved in certain periods of time or may be temporary. The customer is able to provide customer settings. Further, during the transaction, one or more transaction settings may be established by the enterprise and the customer. As such, when the exchange of information occurs, an enterprise server or other system may be able to limit the types of information provided per the customer settings and the transaction settings.

Abstract: Methods, devices, and systems for dynamically changing between contexts running simultaneously on a single communication device, such as a mobile communication device. More particularly, each context can be run as a virtual machine on the same communication device and context-related parameters can be used to determine which context or combination of contexts should be applied at a particular time.

Abstract: System and methods are presented to receive presence information about a customer of an enterprise. The presence information can be geo-presence information, which may be provided by a geo-presence system or by a third party. Information within the geo-presence information can identify the customer. With the identity, personal information about the customer can be retrieved. The personal information can include aggregations or associations of the customer and other people, places, items, etc. From the presence and personal information, the system can inform, direct, or modify interactions with customers. The changes to the interactions can target customers that the enterprise may value more and may be more willing to engage in consumer activity.

Abstract: The system utilizes (gets) training data that comprises a plurality of training documents. Each of the plurality of training documents comprises a training token(s). The plurality of training documents are clustered into a plurality of clusters based on at least one training token in the plurality of training documents. Each cluster contains at least one training document. A Boolean query(s) is generated for a cluster based on an occurrence of the at least one training token in a training document in the plurality of training documents. The system gets production data that comprises a plurality of production documents. Each of the plurality of production documents comprises a production token(s). The Boolean query(s) is then executed on the production data.

Abstract: An interaction center system allows an enterprise to manage employees based on geo-location information, other characteristics of the employee, and/or company policies. The interaction center system is able to receive geo-location information about a person. The interaction center system can then identify the person and determine a status associated with the person. An exemplary status is any status for the employee while working with the enterprise or not working with the enterprise. For example, the status may be that the employee is on a furlough, is on vacation, is on leave, has been fired, is subject to a lay-off, is on sabbatical, is observing a religious holiday, or some other status associated with the employee. After determining the person and the status associated with the person, the interaction center system may determine an event rule or grammar that affects this person and deals with the status.