Abstract: An example method for dynamic packet routing using prioritized groups includes: receiving, by a node, a network packet to be forwarded to a network destination, identifying, based on data stored in a forwarding information data structure of the node, a first path satisfying a first cost criterion to the network destination, determining that a path latency of the first path exceeds a threshold latency, selecting, based on the data stored in the forwarding information data structure of the node, a second path to the network destination, wherein the second path satisfies a second cost criterion and does not satisfy the first cost criterion, and forwarding, by the node, the network packet to the network destination via a local interface associated with the second path.

Abstract: An example method for dynamic packet routing using prioritized groups includes: receiving, by a processing device, routing information specifying a plurality of paths to a network destination, wherein each path is associated with a respective cost metric value; associating a first subset of the plurality of paths with a first priority routing group for the network destination, wherein each path of the first subset satisfies a first cost criterion based on a cost metric value of the path; associating a second subset of the plurality of paths with a second priority routing group for the network destination, wherein each path of the second subset satisfies a second cost criterion; and storing, in a forwarding information data structure, a first definition of the first priority routing group and a second definition of a second priority routing group.

Abstract: An example method for dynamic packet routing using prioritized groups includes: receiving, by a processing device, routing information specifying a plurality of paths to a network destination, wherein each path is associated with a respective cost metric value; associating a first subset of the plurality of paths with a first priority routing group for the network destination, wherein each path of the first subset satisfies a first cost criterion based on a cost metric value of the path; associating a second subset of the plurality of paths with a second priority routing group for the network destination, wherein each path of the second subset satisfies a second cost criterion; and storing, in a forwarding information data structure, a first definition of the first priority routing group and a second definition of a second priority routing group.

Abstract: Methods and apparatus are provided to establish temporal alignment of media clips. In an example embodiment, first and second media clips each contain an audio portion and the method comprises: determining an estimated global offset between the first and second clips; choosing a first test region of the first clip and identifying a corresponding second test region in the second clip based at least in part on the estimated global offset. The first and second test regions are compared to determine a local offset.

Abstract: A voice and screen capture archive and review process that enables a user to manage and evaluate customer service representative interactions with customers. An audio recording and a video recording of the computer screen of the customer service representative are captured and encrypted and merged together into a formatted file. The formatted file is stored on a storage server for access by the user. Through a web based API, the user can access the stored files and playback the interaction between the customer service representative and the customer for evaluation and training purposes.

Abstract: Embodiments of the present invention are directed to systems and methods for facilitating communication between a customer at a retail store and a specialized agent at a remote location. The customer uses an in-store smart client kiosk to initiate a communication session with the agent. The agent can instruct the smart client kiosk to display information relevant to the customer's questions. In embodiments, the messages are XML messages transmitted between the agent's device and the smart client kiosk. The XML information contains information to retrieve content, rather than the content itself, which allows the communication to take place over a small bandwidth connection. Communication takes place in an environment that does not require co-browsing, which allows the agent to analyze large amounts of information but send only helpful information to the client.

Abstract: Methods and apparatus are provided to establish temporal alignment of media clips. In an example embodiment, first and second media clips each contain an audio portion and the method comprises: determining an estimated global offset between the first and second clips; choosing a first test region of the first clip and identifying a corresponding second test region in the second clip based at least in part on the estimated global offset. The first and second test regions are compared to determine a local offset.

Abstract: An approach for over the phone interpretation call management is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system forwards the call along with a modified ANI number to a Call Management Center (CMC), which determines an appropriate agent to handle the call based on the client information and the modified ANI number. The call is then forwarded to the agent and a screen corresponding to the call is activated in a call service application for the agent. Additional applications such as quality monitoring are concurrently executed with the call processing.

Abstract: A method for synchronizing media clips uses audio data of the media clips. The method estimates a global offset between two media clips. The global offset may be determined in a wide variety of ways. The method selects a first test region of the audio track of the first media clip and uses the global offset to identify a corresponding second test region in the audio track of the second media clip. The first and second test regions are compared, for example by cross-correlation, to determine a local offset. In some embodiments a plurality of local offsets are determined for different parts of the media clips. A computer system may perform the method to automatically synchronize media clips.

Abstract: Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system determines an available at home agent with the proper language skills and forwards the call to be processed by the at home agent. The at home agents can call the call center to set their status. Information associated with the call may be collected and used by associated system(s) such as quality control, status monitoring, financial processing, and the like.

Abstract: In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.

Abstract: An approach for monitoring interaction between individuals engaged in a communication session is disclosed. The individuals are described herein as a customer service representative and a customer and the communication session is accomplished over a communication network. Audio data embodying the communication session is copied and stored to a media file in conjunction with video data captured by a video capture device monitoring the customer service representative. The media file is a data structure in which the audio data and the video data are stored in segmented fashion. Each segment of audio data is associated with a segment of video data based on a common time reference, thereby providing synchronized documentation of the communication session. The media file is stored on a database and available to a supervisor using a server computer to monitor the communication session for quality assurance or other evaluation purposes.

Abstract: An approach for monitoring interaction between individuals engaged in a communication session is disclosed. The individuals are described herein as a customer service representative and a customer and the communication session is accomplished over a communication network. Audio data embodying the communication session is copied and stored to a media file in conjunction with video data captured by a video capture device monitoring the customer service representative. The media file is a data structure in which the audio data and the video data are stored in segmented fashion. Each segment of audio data is associated with a segment of video data based on a common time reference, thereby providing synchronized documentation of the communication session. The media file is stored on a database and available to a supervisor using a server computer to monitor the communication session for quality assurance or other evaluation purposes.

Abstract: Exemplary embodiments of the present invention comprise systems and method for providing information to an in-store customer. An embodiment of the system includes several radio frequency identification (RFID) tags placed in predetermined areas within the shopping area. A mobile device, carried by the customer, receives signals from the RFID tags. The signals are used to determine the location of the customer within the store. The determined location is used by an information server to return location-specific information and advertising to the mobile device. The mobile device displays the location-specific information and advertising to the customer.

Abstract: Embodiments of the present invention relate to shared call centers. More particularly, embodiments of the present invention relate to a shared call center that is in electrical communication with one or more client call centers. The shared call center, in embodiments, provides monitoring of agent personnel, provides customization of agent desktop applications or provides evaluation of agent personnel.

Abstract: Embodiments of the present invention are directed to systems and methods for facilitating communication between a customer at a retail store and a specialized agent at a remote location. The customer uses an in-store smart client kiosk to initiate a communication session with the agent. The agent can instruct the smart client kiosk to display information relevant to the customer's questions. In embodiments, the messages are XML messages transmitted between the agent's device and the smart client kiosk. The XML information contains information to retrieve content, rather than the content itself, which allows the communication to take place over a small bandwidth connection. Communication takes place in an environment that does not require co-browsing, which allows the agent to analyze large amounts of information but send only helpful information to the client.

Abstract: An approach for automated skills assessment over a network is provided herein. Test subjects request an evaluation session via a phone call, email exchange, instant message exchange, or facsimile transmission. An information capture system facilitates the evaluation session forwarding prompts to the test subject and forwarding responses to a processing system. Upon completion, the responses are stored along with the prompts and assigned a unique identifier. Assessors including humans and computer applications access the network through a data transfer system and receive the stored evaluation session. Assessments for each evaluation session are stored by the processing system for subsequent delivery to subscribers.

Abstract: Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system determines an available at home agent with the proper language skills and forwards the call to be processed by the at home agent. The at home agents can call the call center to set their status. Information associated with the call may be collected and used by associated system(s) such as quality control, status monitoring, financial processing, and the like.

Abstract: An approach for over the phone interpretation call management is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system forwards the call along with a modified ANI number to a Call Management Center (CMC), which determines an appropriate agent to handle the call based on the client information and the modified ANI number. The call is then forwarded to the agent and a screen corresponding to the call is activated in a call service application for the agent. Additional applications such as quality monitoring are concurrently executed with the call processing.

Abstract: In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.