Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.

Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.

Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.

Abstract: A system and method of facilitating communication, via a telecommunications system, among people that may perceive each other's physical presence, but may not know each other's identity or contact information (e.g., telephone number, e-mail address, etc.). A user indicates a target (another user or another user's vehicle) by specifying values of various observable features that unambiguously describe the target within the constraints of the target's location. Communication between two users may be mediated, and may be wholly or partially suspended unless it is initiated by both parties.

Abstract: A method of exchanging data comprises specifying in a first electronic device a recipient via perceptual addressing, and sending information from the first electronic device indicating an intent to conditionally communicate with the recipient only upon an expression of interest from the recipient in communicating with a user of the first electronic device. In a further example, a conditional message is sent from the first electronic device to the specified recipient electronic device such that the conditional message is visible to a recipient device user only upon the expression of interest from the recipient in communicating with a user of the first electronic device.

Abstract: A mechanism for initiating contact with someone, via a telecommunications system, who is in the admirer's proximity, but whose identity or telecommunications address (e.g., telephone number, e-mail address, etc.) is unknown. The illustrative embodiments enable the user to use what information he does know about the admired person—the admiring person's distinguishing characteristics—to get a telecommunications address through which the initial contact can be made.

Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.

Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.