Abstract: A contact center uses a service system to establish communication over a data network, such as the internet, between customer endpoint systems and the endpoint systems of customer service representatives, CSRs, of the contact center. The service system establishes communication between endpoint systems by joining them to an appropriate communication session with an associated transport mechanism that allows the exchange of data across the network between the joined endpoint systems. For each communication session, a respective service instance and session instance are created. The service instance provides service specific behaviour whilst the session instance provides generic operations for adding and removing endpoint systems to the communication session. By specifying different service-specific behaviors, a range of corresponding customer services can be offered.

Abstract: A service system associated with a web site establishes a respective communication session for each of at least selected web pages and joins to the session any party currently viewing the page. A sessions overview subsystem is notified of parties joining and leaving sessions and maintains a real-time database of current page sessions and the parties currently joined to each session. A user interface of the overview subsystem dynamically generates a sessions overview page from the real-time database and serves this page to a requesting permitted user, such as a customer service representative in a contact center associated with the service system. The permitted user can then select a specific session and request to be joined to it.

Abstract: A content-provider entity provides content to media channels established in respect of a network communication session. The content-provider entity has a transport subsystem for establishing media channel connections to a session transport mechanism in accordance with channel type and connection details received by the entity. The content-provider entity also has a media subsystem providing a respective media handler of appropriate type for each media channel connection established by the transport subsystem. Each media handler is responsible for delivering media content of its associated type from a media source to the corresponding channel connection. A delivery controller of the media subsystem controls the selection and delivery of media content through the media handlers in dependence on context data supplied to the content-provider entity.

Abstract: A method is provided of adapting a user interface to the user's current situation. The method involves a user specifying a home-area interface (83), for example, a web browser home page, and an “away” interface (84). When the user connects to a network (10) using a device (20) and calls up his/her browser home page, a determination is made of the location of the device in order to decide which version of the home page is to be served back to the user device by the home-page server of the user. In a preferred embodiment, the “away” home page (84) includes specific types of local data of interest to the user (such as best local restaurants). When asked to provide the “away” home page, the homepage server uses this information to find the URLs of local special interest web sites (122) carrying the relevant type of data, the server inserting these URLs in the “away” home page (84) before providing it to the user device (20) concerned.

Abstract: A method is provided for inviting an assistant entity, such as a customer service representative acting through a endpoint system, into an existing network communication session established by a service system. The service system controls the joining of endpoint entities to the session and enables endpoint entities joined to the session to communicate with each other. The method involves a first party associated with an endpoint system already joined to the session, indicating to the service system that the presence of an assistant entity is required. The service system selects an appropriate assistant entity taking account of the current context of the communication session, and joins the selected assistant entity to the session.

Abstract: A user (70) is pre-qualified for a service to be provided at a particular location. A service instance element (76) is stored as is location data (74) indicative of where the service is to be triggered. The service instance element (76) may be a full customized instance of the service delivery code or other item that provides an association between the user and an instance of the service for which the user has been qualified. Thereafter, the location of the user (70), as indicated by a mobile entity associated with the user, is periodically checked against the location data (74) and when a location match is indicated, the service instance (76) for which the user has been qualified is executed to deliver the required service to the user (70).

Abstract: Location data about a mobile entity (70) is periodically provided to a location-sensitive application, for example, a route-tracking application. The location data is updated at a frequency that is adaptively varied in dependence on the provision of location data about the mobile entity from other sources (45). The update frequency can also be made dependent on further factors such as: the motion of the mobile entity(“V”), the current environment of the mobile entity (“E”), and the progress of the location-sensitive application (“Z”).

Abstract: The presence of persons is detected, for example, by detecting short-range communication devices carried by the detected persons. The interests of the detected persons are then determined by reference to specific interests transmitted by the user devices and/or by reference to customer profile data. The discovered interests of the current detected persons are then used to select content for display on an electronic display during a next display slot. The display is spaced from the zone in which the persons are detected, being located at a downstream location through which most of the detected persons will pass.

Abstract: A shopping assistance service system (40) is provided to which enquirers (8A) can submit enquiries regarding the availability of item of interest from local traders (70). The enquiry message (150) includes a description (151) of the item of interest, this description being intended for human interpretation and taking the form of image and/or unstructured audio data. The service system (40) automatically determines a location associated with the enquiry, this being either the enquirer's current location or a location where the enquirer intends to shop. The service system (40) then selects from a database of traders (44), traders appropriate to the enquiry at least in terms of location and the type of the item of interest, and forwards the description of the item of interest to the selected traders (70A,B,D). Traders (70B,D) then respond either directly to the enquirer (8A) or via the service system (40).

Abstract: The proximity of potential customers to a shop is detected, for example, by detecting short-range communication devices carried by passers-by. The interests of the detected passers-by are then determined by reference to specific interests transmitted by the passer-by devices and/or by reference to customer profile data. The discovered interests of the current passers-by are then used to select content for display on a shop-window electronic display during a next display slot. Passers-by who may be particularly interested in the displayed content are preferably sent an alert. In other embodiments, the targeted audience is a static group, such as train passengers, with the targeted information being displayed at a station.

Abstract: A cell phone (20Z) is provided with a short-range wireless transceiver (28). This transceiver is used to pick up local information from local transmitters (51B). In many instances this local information is insufficient to locate the user, being, for example, information about the local branch of a business (50B) having many branches. However, by combining this local information with a locality indicator, such as current cell ID for the cell in which the cell phone (20Z) is camped, it is much more likely that the location of the user can be established without ambiguity. A service system (40) is provided that has a database (42) searchable by locality indicator and local information to provide the user's current location. As well as, or alternatively to, providing user location, the database (42) can be used to provide information about the locality of the user or about the party controlling the local transmitter (51B) from which the local information was obtained.

Abstract: A method is provided for monitoring location-associated events such as the availability for collection at business premises of items previously ordered by a customer. The method involves storing a descriptor of the event of interest to the customer, the descriptor being stored, for example, in a third-party service system (40) by the business concerned. The descriptor explicitly or implicitly includes details of the parties and the location of the premises (70). Subsequently, when the customer comes near the business premises (70), the service system (40) determines a match with the event descriptor and thereupon carries out an event status check using status data provided by the business. The result of the status check is reported to the customer (115).

Abstract: A method is provided for monitoring location-associated events such as the availability for collection at business premises of items previously ordered by a customer. The method involves storing a descriptor of the event of interest to the customer, the descriptor being stored, for example, in a third-party service system (40) by the business concerned. The descriptor explicitly or implicitly includes details of the parties and the location of the premises (70). Subsequently, when the customer comes near the business premises (70), the service system (40) determines a match with the event descriptor and indicates as much to the customer (115), either directly or after first checking event status data provided by the business. Where the event descriptor is stored by the customer, either in a mobile device or a third-party system, then the determination of a match can be used to alert the business that the customer is near.

Abstract: A method is provided for augmenting a set of image recordings in which, in addition to making image recordings (95), location data (175) is recorded for locations for which the user desires an, or a further, image recording. This desired-image-recording location data is subsequently used to retrieve one or more corresponding image recordings from a service system (40).

Abstract: Associating Image and Location Data Location stamping of digital photos provides a convenient way to subsequently catalogue the photos. However, most digital cameras are not provided with location discovery means. To overcome this, arrangements are provided for enabling location data (100) to be separately recorded (for example using a cell phone 20) at the time a photo (95) is taken and then subsequently united with the photo.