Abstract: Embodiments of the present invention provide systems and methods for automatically controlling an electronic illumination device to indicate information pertaining to workstations or agents of a customer contact center. Some embodiments are useful in the context of employee management because the illumination devices are used to indicate information about tasks that employees are engaged in, the performance of the employees, and the status of the employees. A computer system coupled to the illumination device executes control software configured to send control signals over a communication interface, such as USB or Bluetooth. The data sent to the electronic illumination device can cause the illumination device to turn off or on, change color, blink, strobe, etc., for producing desired lighting effects representative of a status or event associated with an employee or workstation.

Abstract: An apparatus includes a communications module that establishes a telephonic connection between a customer service representative of a company and a customer through an electronic device. An identification module receives an identifier that alerts the customer service representative and/or a computer system of the company that the customer has a customer profile that includes information to identify the customer. The identifier is received in conjunction with the telephonic connection. The customer profile is stored previous to the telephonic connection. An ID request module sends a request to the customer to provide identifying information via the electronic device of the customer. The identifying information is input to the electronic device by the customer using an electronic, non-verbal technique. An ID confirmation module receives an identification confirmation in response to the identifying information input by the customer matching the information to identify the customer in the customer profile.

Abstract: A method for authentication includes receiving a log-in request at a first client computer, and capturing user information with the request. The method includes capturing an image of the user, and sending a request for authentication, including the user information and image, to an authentication server. The method includes determining a representative user based on the user information, and determining an authorizing agent responsible for authorizing the representative user. The method includes sending the authentication request to a client computer associated with the authorizing agent, and providing verified identification information of the representative user along with the request so that the authorizing agent can perform authentication of the requesting user based on the user information, the captured image, and the verified identification information.

Abstract: A method of fraud detection is disclosed. The method includes determining that a first agent at a first workstation of a contact center is not on a call at a first time. The contact center includes a plurality of workstations attended to by a plurality of agents. The method includes determining that the first agent is accessing a client based resource at the first time, wherein the resource is associated with a client. The method includes collecting electronic evidence of the first workstation.