Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

Abstract: A federation system operating in a first enterprise includes a configuration server and a database for creating and storing federation configuration data and a federation registrar having an interface for dealing with a second enterprise seeking to federate. In the system the second enterprise connects to the federation registrar, negotiation takes place concerning details of federation, agreement is reached, configuration is stored in the configuration database, and the second enterprise is then coupled to the first enterprise through a pair of federation proxy interfaces, one at the first enterprise and one at the second enterprise, the proxy interfaces configured by details of the federation.

Abstract: A method for creating a behavioral network graph has steps for (a) establishing a static network graph with intersections representing connectivity between nodes in a network; (b) determining behavioral characteristics of a person or group of persons in navigating the static network graph; (c) creating software agents mimicking the navigation behavior determined in step (b); (d) executing the software agents against the static graph established in step (a); (e) recording the navigation activity of the software agents; and (f) using the recorded navigation activity as a component in creating a behavioral web graph.

Abstract: A method for creating a behavioral network graph has steps for (a) creating a program for tracking and reporting network navigation activity; (b) installing the program on a plurality of network-capable appliances operated by a plurality of persons; (c) tracking the network navigation activity of the persons operating the appliances; (d) recording a collecting data concerning the network navigation activity; and (e) using the collected data to formulate a behavioral network graph.

Abstract: A map representing relationships between network nodes is provided, comprising a matrix of points in the map, each point representing a pair of different nodes or collections of nodes coupled to the network, and a value associated with each point, the value indicating a probability that a user connected at one of the nodes or collection of nodes associated with the point will next connect to the other node or collection of nodes associated with the point.

Abstract: A computer implemented method for returning relevant nodes in a network search has steps for (a) creating a behavioral network graph having points relating pairs of network nodes with values at the points indicating probability that a user connected at one node of the pair will transition next to the other node of the pair; (b) determining node clusters based on relatively high probability of transition between nodes in the cluster; (c) entering search criteria for finding nodes, and noting and returning nodes that satisfy the search criteria; and (d) returning in addition nodes in one or more clusters associated with one or more nodes that satisfy the search criteria.

Abstract: A method for determining distance between two nodes in a network has steps for (a) creating a map of nodes in the network, the map having points representing pairs of nodes; (b) determining a probability at individual points that an entity connected to one of the nodes of the pair associated with the point will next connect to the other node associated with the point; (c) selecting a first and second node in the network for determining a distance; and (d) beginning with one of the two nodes selected, using the map with probabilities, determining the path of highest probability from the first node to the second node, regardless of the number of jumps required in the path, as the distance between the first and the second node.

Abstract: A computer implemented method for scoring a first network node comprising data accessible to a user when connected to the network has steps of (a) determining at least an approximate probability for the first network node that a user not connected to the node will connect to the first node before connecting to any other node; and (b) assigning a score to the node based at least in part on the determined probability.

Abstract: A method for predicting demographic phenomena has steps for (a) determining behavioral characteristics of a specific population group related by one or more of interest or behavior; (b) creating one or more browsing software agents incorporating behavioral characteristics from step (a) and enabled to browse a network graph; (c) executing the software agents against the network graph, and noting resulting network phenomena; (d) monitoring the network graph in absence of execution of the software agents; and (e) in the event of reappearance of phenomena from step (c), concluding that real persons of the specific population group are active in producing the network phenomena.

Abstract: A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.

Abstract: According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both.

Abstract: A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system.

Abstract: Aspects of the present invention relate to improved systems and methods adapted to receive an audio recording from a celebrity, store the audio recording in a digital format, wherein the audio recording contains a personalized message from the celebrity to an intended recipient, transfer the audio recording with authentication information to a portable memory facility, and associate the portable memory facility with a collectible item.

Abstract: Aspects of the present invention relate to improved systems and methods adapted to receive an audio recording from a celebrity, store the audio recording in a digital format, associate authentication information with the audio recording, and communicate the audio recording to an intended recipient via an Internet service.

Abstract: Aspects of the present invention relate to improved systems and methods adapted to receive an audio recording from a celebrity and store the audio recording in a digital format, wherein the audio recording contains a personalized message from the celebrity to an intended recipient. The audio recording with the authentication information may be transferred to a portable memory facility, and the portable memory facility associated with a collectible item.

Abstract: According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both.

Abstract: A customer-maintained routing system for providing routing to a network provider for incoming calls from clients to the customer comprises a processor having a data link adapted for connection to a customer access point provided by the network provider, a router adapted to execute on the processor and to provide routing to the network via the customer access point, and a metadata-based information system maintained in RAM accessible to the processor and containing condensed client characteristics. Upon receiving a request from the network including a call identifier, the router accesses the database using the identifier as a key, retrieves client characteristics from the information system, and provides a destination for the call to the network based on the retrieved client characteristics. In some embodiments the processor is linked to plural customer sites by a wide area data network.

Abstract: A customer-maintained routing system for providing routing to a network provider for incoming calls from clients to the customer comprises a processor having a data link adapted for connection to a customer access point provided by the network provider, a router adapted to execute on the processor and to provide routing to the network via the customer access point, and a metadata-based information system maintained in RAM accessible to the processor and containing condensed client characteristics. Upon receiving a request from the network including a call identifier, the router accesses the database using the identifier as a key, retrieves client characteristics from the information system, and provides a destination for the call to the network based on the retrieved client characteristics. In some embodiments the processor is linked to plural customer sites by a wide area data network.