Abstract: A method includes receiving a problem report from a customer via an access interface of a plurality of access interfaces at a first horizontal layer of a problem management system, wherein the problem report indicates that the customer is having a problem with one of the network-based services, receiving a request from the customer for self-service problem resolution via the access interface, identifying a workflow related to the problem, obtaining the workflow from a second layer of the problem management system, providing a diagnostic tool to the customer via the access interface, according to the workflow, and providing the diagnostic tool to an agent via another access interface after the customer contacts the agent.

Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, receiving reaction information from one or more sensors located at a second location that is representative of a reaction by a second user at the second location to the presentation of the personalized content, analyzing the reaction information to determine a response based at least in part on trait information associated with different first users, selecting a second portion of the recorded segments based on a comparison of the determined response with a context identified for each of received recorded segments, and adjusting personalized content to include the selected second portion of the recorded segments. Other embodiments are disclosed.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, receiving location information associated with a mobile communication device, determining a first location of the mobile communication device based on the location information, selecting a first camera from a group of cameras based on the determined first location, receiving at least one first image from the selected first camera that captures at least a portion of the first location, performing image recognition on at least one second image to identify a user associated with the mobile communication device, selecting another camera from the group of cameras based on a determined position of the identified user, and receiving at least another image from the selected other camera. Other embodiments are disclosed.

Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.

Abstract: Communications using intelligent virtual service agents are provided by assigning a first individualized responsibility to a first intelligent virtual service agent implemented on at least one computer platform with a processor and a memory, and a second individualized responsibility to a second intelligent virtual service agent implemented on the at least one computer platform. The first intelligent virtual service agent analyzes content provided by a user via a communications medium and determined to fall under the first individualized responsibility of the first intelligent virtual service agent. The first intelligent virtual service agent generates a response to the content in accordance with the analysis by the first intelligent virtual service agent and provides the response.

Abstract: A method includes receiving a problem report from a customer via an access interface of a plurality of access interfaces at a first horizontal layer of a problem management system, wherein the problem report indicates that the customer is having a problem with one of the network-based services, receiving a request from the customer for self-service problem resolution via the access interface, identifying a workflow related to the problem, obtaining the workflow from a second layer of the problem management system, providing a diagnostic tool to the customer via the access interface, according to the workflow, and providing the diagnostic tool to an agent via another access interface after the customer contacts the agent.

Abstract: A problem management system can include a system architecture having a first horizontal layer including a plurality of access interfaces, each access interface adapted to receive a problem report from a customer. The problem report indicates that the customer is having a problem with a network-based service of a plurality of network-based services. The architecture also includes a task management domain at the first horizontal layer adapted to obtain a workflow, a problem resolution rule, or any combination thereof, from a second horizontal layer of the problem management system, and provide a diagnostic tool, troubleshooting information, or any combination thereof, via the access interface. The architecture also includes an agent support platform to provide the diagnostic tool, troubleshooting information, a trouble report associated with the customer, a problem history associated with the customer, or any combination thereof, to an agent via another access interface after the customer contacts the agent.

Abstract: Providing troubleshooting information at a customer premises equipment device to be used with a service provided by a service provider includes storing operating instructions on a local storage of the customer premises equipment device. A search request is received, from a user of the customer premises equipment device, for operating instructions for resolving an issue related to the customer premises equipment device. A display screen displays a guided tutorial for implementing the operating instructions for resolving the issue. Assistance information, obtained by the service provider, is provided to the customer premises equipment device when implementing the operating instructions for resolving the issue does not resolve the issue.

Abstract: Systems, methods, and devices that provide interactive services relating to an information presentation to user equipment (UE) are presented. A presentation management component (PMC) provides at least a portion of the information presentation to one or more UEs, which can be integrated with the PMC, to facilitate enabling one or more UE users to use interactive services in relation to a tour of a point(s) of interest associated with the PMC. The interactive services comprise, for example, broadcast communications to desired UEs in a tour group, UE clustering, customized tour recommendations, whiteboard feature, note-taking functions, “slow down” option, and “raise hand” option. Respective UEs in a group are configured to be a master UE, sub-master UE, or slave UE, wherein the master UE at least partially controls communications of the other UEs in the group, and the sub-master UE at least partially controls communications of UEs in a sub-group.

Abstract: Systems, methods, and devices that can conditionally and/or automatically control message forwarding by communication devices are presented. A network message management component and/or handset message management component can monitor messages (e.g., short message service (SMS) messages) communicated between user equipment (UE) in a communication network, identify and/or intercept a message for which one or more forwarding conditions have been specified by the message originator, target, or forward target, and conditionally and/or automatically route the message to the target and/or forward target in accordance with predefined message routing rules based at least in part on the conditions specified by the originator, target, or forward target. The predefined message routing rules can be implemented by the network and/or the UEs, and can relate to the UE identifiers, time, priority, cost, operation state, size, desired automatic response messages, or other desired factors, associated with the message.

Abstract: System(s), apparatus(es), and method(s) are provided to for providing femtocell service through a secondary connection to a network gateway node that is part of a service provider network. The secondary connection can be established in response to at least one telecommunication performance condition of a primary connection to the network gateway node; the at least one performance condition includes connectivity state of the primary connection or quality of traffic delivery through the primary connection. The secondary connection can be established, in part, via a home gateway node that is alternative to a home gateway node associated with a femtocell access point (AP) that enables, in part, the femtocell wireless service. The main home gateway node or the femtocell AP can initiate establishment of the secondary connection. Home gateway node(s) or femtocell AP(s) that can provide femtocell service through the secondary connection can manage connectivity with the network gateway node.

Abstract: A method and system for interactive home monitoring includes detecting a visitor arriving at a premises of a multimedia content distribution network (MCDN) client by an intercom unit installed at the premises. The intercom unit may be coupled to the MCDN client, which may be configured to wirelessly communicate with a user of the MCDN client. A captured image of the visitor may be used to determine if an identity of the visitor is known or unknown. Based on the identity, a communication channel between the visitor and the user may be established at the intercom unit. The intercom unit may further be configured to provide further information to the visitor based on the visitor identity.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a set top box (STB) comprising a controller programmed to receive measurement data stored in a first wireless device serving as a portable monitoring gateway that collects subscriber collected data and store and analyze the measurement data at the STB using the received measurement data received from the first wireless device and optionally from a remote server or a local storage space having stored measurement data to provide analyzed results. Other embodiments are disclosed.

Abstract: System(s), method(s), and device(s) providing converged wireline and wireless services in part by employing a set-top box (STB) with machine-to-machine (M2M) communication are presented. The STB, associated with an access point, such as a femtocell, can be used to send/receive messages, including video, to/from user equipment (UE) via a core network. A monitoring system includes a sensor component that is triggered under specified conditions, and the STB records events in response to the trigger, where a recorded event can be sent as a message to the UE. The STB or associated remote control can indicate a received message to a user, who can view the message on the STB, remote control, or associated television. A meter component is associated with the STB via the femtocell or other desired connection. The STB can receive and store utility meter readings for validation or dispute by the user.

Abstract: Methods, systems, and computer program products for providing an integrated knowledge management system are provided. A method includes configuring access interfaces between a knowledge management system and each of respective external domains serviced by a service provider entity. The knowledge management system includes a knowledge engine and a source of information that is local to the knowledge management system. The method further includes configuring access interfaces between the knowledge management system and each of respective access channels serviced by the service provider entity. The method further includes receiving a request for information via a knowledge engine from at least one of the access interfaces, searching one or more knowledge bases for the information and providing a response to the request for information based upon the searching.

Abstract: Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining.

Abstract: A communication is received at a communications center, from a user initiated via a first interactive session over a first service channel. First interaction data associated with the first interactive session is stored in at least one database, either concurrently with the first interactive session or upon termination of the first interactive session. At least one processor retrieves the first interaction data when a subsequent interactive session is initiated, by either of the user or an agent, via at least one of the first service channel and a second service channel and subsequent interaction data is obtained.

Abstract: A problem management system can include a system architecture having a first horizontal layer including a plurality of access interfaces, each access interface adapted to receive a problem report from a customer. The problem report indicates that the customer is having a problem with a network-based service of a plurality of network-based services. The architecture also includes a task management domain at the first horizontal layer adapted to obtain a workflow, a problem resolution rule, or any combination thereof, from a second horizontal layer of the problem management system, and provide a diagnostic tool, troubleshooting information, or any combination thereof, via the access interface. The architecture also includes an agent support platform to provide the diagnostic tool, troubleshooting information, a trouble report associated with the customer, a problem history associated with the customer, or any combination thereof, to an agent via another access interface after the customer contacts the agent.

Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.