Abstract: Disclosed herein are systems, methods, and computer-readable storage media for authorizing third-party profile data sharing. The system receives a request to a request to share profile data held by a first person with a second person, wherein the profile data is of a third person. The system then generates a common context value based on an association between at least two of the first person, the second person, and the third person, wherein the common context value indicates how strongly the third person is connected to the first person and/or the second person. When the common context value is above a threshold, the system permits the first person to share the profile data of the third person with the second person.

Abstract: Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Abstract: One exemplary aspect is a blackout feature that can be used in connection with touchscreen devices to hide selected data in a shared display environment. An exemplary embodiment may be provided as a service running in the background or on a touchscreen device. A service may pop-up in response to the initiation of a collaboration session or entry of the device into a data transfer or sharing environment to prompt the user as to handle they would like to handle the shared information, e.g., “hide” sensitive information. Another exemplary aspect can display data in a constellation fashion. For example, data included in a file or data set to be shared is displayed by the touchscreen device. The user can then run their finger over the data that the user does not wish to share. The selected data/information can then be prevented from delivery to and/or display on the collaborating device(s).

Abstract: The present disclosure is directed to systems and methods of obtaining authorization for an application or client to access certain privileged resources on behalf of a user in the OAuth2 protocol based on a voice input; validating an authentication token; and logging in to a service based on the validation.

Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.

Abstract: Real-time modification of video images of humans allows for the video to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they display an appropriate facial expression, such as to provide a particular emotional state. By determining an appropriate facial expression, and any deviation from a customer service agent's current expression, a modification to the video image of the customer service agent may be determined and applied. As a result, agents may not have a facial expression that is best suited to successfully resolve a purpose of the interaction, to have the customer be presented with the best-suited facial expression.

Abstract: A first email message is received from a first user communication endpoint. In one embodiment, the first email message is addressed to a general email messaging address for a corporation. In response to receiving the first email message from the first user communication endpoint, a second email message is sent to the first user communication endpoint. The second email message is used to identify a way to select an individual user of the plurality users. For example, the second email message may have a menu with a list of users. A third email message is received from the first user communication endpoint. The third email message identifies the individual user of the plurality of users. A fourth email message is sent that allows the first user communication endpoint and a user communication endpoint of the selected individual user to establish an email messaging session.

Abstract: A data management system is provided for facilitating in-memory indexing of data based on certain data access modes. The data management system includes an indexing module for indexing data stored in a data memory as a first data index. The first data index is further provided with a first data access mode, wherein the first data access mode enables the first data index to update itself by providing data write privileges to the first data index. The data management system further includes a synchronizing module for synchronizing a second data index with the first data index, wherein the second data access mode is provided with second data access mode to enable external systems to query data. The data management system further includes an index handling module for interchanging data access modes of the first and the second data indexes based on pre-defined rules.

Abstract: Managing occupancy of agents in a multi-channel contact center includes receiving an incoming contact assignable to a plurality of agents of the contact center; determining a respective availability score for each of the plurality of agents according to an agent selection strategy; and associating a respective weighting factor with each of the plurality of agents. Additionally, a respective adjusted availability score is calculated for each of the plurality of agents based on the associated respective weighting factor and the respective availability score; and the incoming contact is routed to one of the plurality of agents based on the adjusted availability scores. The described weighting strategies are particularly beneficial when applying the weighting factor across multiple channels (or media types), where each channel has its own demands.

Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides receiving biometric information indicating a motion of the participant and determining that the motion indicates a visual disturbance in a video component of the first media stream. The method further provides identifying the visual disturbance in the video component of the first media stream and removing the visual disturbance from the video component of the first media stream.

Abstract: Video conferences are a common occurrence in many business, academic, and other settings. Systems and methods provided herein enable a participant of a video conference, who has an impairment or disability, such as to hearing, speech, or vision, to have that impairment or disability mitigated by automatically detecting and implementing mitigating actions to the participants local device and/or the devices of the remote participants.

Abstract: A request to identify a person is received from a user. For example the user may say “Find me the name of a person who sent me an email regarding Project X last week.” The request is to identify the person in order to establish an electronic communication session with the identified person. The request is parsed to identify one or more filtering criteria. One or more electronic record stores are determined based on the one or more filtering criteria. For example, specific devices on a network are identified. The one or more electronic record stores are searched using the one or more filtering criteria to create a filtered list of persons. The filtered list of persons is displayed on a first communication device in a simplified user interface. The simplified user interface dramatically reduces the time and steps necessary to identify the person and establish the communication session.

Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.

Abstract: Systems and methods for detecting misuse of devices comprising: receiving, from a device, a message comprising a first hash of device data that is indicative of a current device location and usage; generating a second hash of stored data, the stored data being based on an expected location and usage associated with the device; comparing the first and second hashes; and when the first and second hashes do not match, generating an alert.

Abstract: Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.

Abstract: At least one example embodiment is directed to a method of preventing a denial of service attack on a network that includes receiving a request from a first entity to initiate a blockchain operation on behalf of the first entity and a second entity; and generating, in response to receiving the request, a prompt including at least one condition that is associated with the blockchain operation. The method includes sending a first message that includes the prompt to the first entity; and receiving a second message that includes an indication of whether the at least one condition has been satisfied or is authorized to be satisfied. The method includes determining whether the request from the first entity is attempting the denial of service attack or is issuing a legitimate request, and facilitating the blockchain operation upon satisfaction of the at least one condition.

Abstract: A request to establish a communication session with a second communication device is received. The request to establish the communication session comprises one or more routing attributes for routing the communication session. The one or more routing attributes for routing the communication session are looked up in a dynamic routing framework. The communication session is routed to a third communication device or destination instead of the second communication device based on the one or more routing attributes and one or more rules defined in the dynamic routing framework. For example, the communication session is routed to a specific contact center queue based on the routing attribute instead of initially being routed to an Interactive Voice Response (IVR) system.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for providing agent interaction during item delivery in an unmanned delivery service. In a particular embodiment, a method provides determining that a first agent of a contact center should communicate through an unmanned delivery device at a first delivery location, wherein the unmanned delivery device transports a first item for delivery to the first delivery location. The method further provides connecting a first client system operated by the first agent to the unmanned delivery device when the unmanned delivery device is at the first delivery location and exchanging communications for the agent between the first client system and the unmanned delivery device.