Abstract: A service center receives a request for activating a subscribed service on a first device that has been registered with the service center, where the service center provides services to a plurality of products on behalf of a plurality of product providers. In response to the request, device information about the registered first device is retrieved from an internal database, where the device information was collected when the first device was registered with the service center. Subscription information including credentials of a user who has subscribed the subscribed service is obtained for authentication. The device information and the credentials are transmitted to a service provider that provides the subscribed service to allow the service provider to activate the subscribed service on the first device, without having the user to directly contact the service provider for activating the subscribed service.

Abstract: A service center receives first media data from a mobile device over a network, the first media data including at least one of an image and a voice stream presenting an identity of a user associated with the mobile device. The first media data was captured via at least one of a camera and a voice recorder of the mobile device. The user is authenticated by matching the first media data against second media data stored in the service center. The second media data has been previously registered with the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. Upon having successfully authenticated the user, support services are provided to the user for a product that has been registered with the service center by the user on behalf of a vendor.

Abstract: A service center receives information representing user interaction of a user with a presentation while navigating the presentation at a remote device, where the presentation describes a possible solution to a problem related to a product supported by the service center. The service center provides support services for various products on behalf of various product providers. A subject matter of the product is predicted that the user is likely interested in based on the user interaction and one or more skill sets are identified that are required to provide support services for the subject matter of the product, while the user is navigating the presentation. In response to a request received from the remote device requesting a live support, a communications session is established between the user and an agent who qualifies the skill sets to enable the agent to provide live support services to the user.

Abstract: A service center identifies a first and a second users supported by the service center for products registered with the service center, where the service center is configured to provide support services to the users concerning the products on behalf of vendors that provide the products, wherein the first user and the second user have at least one common product registered with the service center. The service center determines whether the first user and the second user are members of a social community that is communicatively coupled to the service center via a first an application programming interface (API), where the social community is hosted by a third party over a network. A message is transmitted to a first mobile device associated with the first user to enable the first user to connect with the second user via the social community without requiring the first user directly accessing the social community.

Abstract: A service center receives a request for posting a message from a mobile device over a network, the request identifying a first discussion forum and a second discussion forum, the message pertaining to a product previously registered with the service center by a user. The message is transmitted to a first server hosting the first discussion forum over the network, together with first credentials retrieved from a database associated with the service center. The first credentials are to allow the first discussion forum to authenticate the user in order to post the message on the first discussion forum. The message is also transmitted to a second server hosting the second discussion forum over the network, together with second credentials retrieved from the database. The second credentials are to allow the second discussion forum to authenticate the user in order to post the message on the second discussion forum.

Abstract: According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service.

Abstract: According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan.

Abstract: According to one aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product.

Abstract: According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.

Abstract: According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product.

Abstract: According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor.

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: The present invention, as embodied in the claims, relates to customer care management via a communications systems and methods including, in embodiments, a combination of automated and human services to be provided to a customer in a retail store environment in real time. For example, one embodiment of the present invention provides an automated method for assisting a customer in a retail store comprising: identifying the customer; periodically identifying the customer's position in the store; identifying a product of interest to the customer; and communicating information to the customer via a remote specialized sales agent or other audio, visual and/or computer data relevant to the customer.