Abstract: A trust authority includes a network connected server executing trust service software stored in a machine-readable medium, one or more network ports for communicating on the network, and a data repository coupled to the server, the repository storing indications of trustworthiness for one or both of enterprises and agents of enterprises. Queries from remote entities, the queries pertaining to one or both of enterprises and agents, are received at the server, and the trust service software, in response to the queries, provides to the remote entities providing the queries indications of trustworthiness for the one or both of enterprises and agents.

Abstract: A conferencing application executing on a computerized appliance from a machine-readable medium, the computerized appliance coupled to one or more networks is provided, the application including functionality for responding to requests to join a conference, and for enabling requesters as participants, functionality for receiving and rendering text, voice or video data from each registered participant as text, voice or video data to be transmitted to individual ones of other participants, functionality for controlling which received text, voice or video data is transmitted to which participants, and functionality for receiving and executing instructions from a trust authority.

Abstract: A light-emitting apparatus, for enabling a beam of light to be projected on a desired target located a distance away to project the beam on the desired target without any or substantially any undesired movement. The apparatus may include a housing, a light generating device located within the housing and operable to generate a beam of light, a sensing device or devices for sensing an undesired action of the housing, a control circuit operable to provide a control signal corresponding to the sensed undesired action, and a drive device operable to counter act all or at least some of the undesired action of said housing in accordance with said control signal. The sensing device or devices may be one or more gyroscopes, accelerometers or other such devices.

Abstract: A processor of an apparatus in one example makes a determination of an environmental characteristic based on an average of a plurality of concomitant values that correspond to the environmental characteristic.

Abstract: A processor of an apparatus in one example makes a determination of an environmental characteristic based on an average of a plurality of concomitant values that correspond to the environmental characteristic.

Abstract: A transaction routing method in a contact center has steps for (a) identifying an initiator of a received transaction; (b) gathering information about the initiator of the transaction; (c) determining agents available to receive and service the transaction, and gathering information about the agents; (d) using the gathered information, determining a product or promotion; (e) forming combinations among the available agents, the initiator, and the products; (f) determining potential profit contribution or probability for individual ones of the combinations formed in step (e); and (g) selecting an agent to service the transaction based on the potential profitability determined in step (f).

Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

Abstract: A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.

Abstract: A light-emitting apparatus, for enabling a beam of light to be projected on a desired target located a distance away to project the beam on the desired target without any or substantially any undesired movement. The apparatus may include a housing, a light generating device located within the housing and operable to generate a beam of light, a sensing device or devices for sensing an undesired action of the housing, a control circuit operable to provide a control signal corresponding to the sensed undesired action, and a drive device operable to counter act all or at least some of the undesired action of said housing in accordance with said control signal. The sensing device or devices may be one or more gyroscopes, accelerometers or other such devices.

Abstract: A network-based interaction system includes a machine connected to the network for receiving and routing an interaction request, a server application having access to the network for matching an interaction request to a profile, and a data repository for storing profile information.

Abstract: A method for determining a statistical probability that a contact will answer a pending outbound call includes steps for (a) performing a lookup in a data repository to determine presence status of the contact relative to a network server, (b) equating the presence status found to a value, and (c) comparing the presence value to a predetermined system value.

Abstract: A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.

Abstract: In an interactive voice response system, a method is provided for selective enhancement of voice recognition capability during an interaction. The method includes the acts (a) taking a call and prompting for a voice response from the caller, (b) failing to recognize the response, (c) executing a routine to detect and isolate the captured word or phrase in the response, and (d) attempting to recognize the response a second time.

Abstract: A light-emitting apparatus, for enabling a spot of light to be projected on a desired target located a distance away such that the spot is projectable on the desired target without any or substantially any undesired movement. The apparatus may include a housing, a light generating device located within the housing and operable to generate a beam of light, a sensing device or devices for sensing an undesired action of the housing, a control circuit operable to provide a control signal corresponding to the sensed undesired action, and a drive device operable to counter act all or at least some of the undesired action of said housing in accordance with said control signal. The sensing device or devices may be one or more gyroscopes, accelerometers or other such devices.

Abstract: A processor of an apparatus in one example makes a determination of an environmental characteristic based on an average of a plurality of concomitant values that correspond to the environmental characteristic.

Abstract: A light-emitting apparatus, for enabling a spot of light to be projected on a desired target located a distance away such that the spot is projectable on the desired target without any or substantially any undesired movement. The apparatus may include a housing, a light generating device located within the housing and operable to generate a beam of light, a sensing device or devices for sensing an undesired action of the housing, a control circuit operable to provide a control signal corresponding to the sensed undesired action, and a drive device operable to counter act all or at least some of the undesired action of said housing in accordance with said control signal. The sensing device or devices may be one or more gyroscopes, accelerometers or other such devices.

Abstract: A light-emitting apparatus, such as a laser pointer, for enabling a spot of light to be projected on a desired target located a distance away such that the spot is projected on the desired target without any or substantially any undesired movement. The apparatus may include a housing, a light generating device located within the housing and operable to generate a beam of light, a sensing device or devices for sensing an undesired action of the housing, a control circuit operable to provide a control signal corresponding to the sensed undesired action, and a drive device operable to counter act all or at least some of the undesired action of said housing in accordance with said control signal.

Abstract: A system for interacting with voice extensible markup language application content includes a content source node connected to a network for rendering availability of voice extensible markup language content and code; a communication device connected to the network for acquiring at least the code rendered available; and a software interface running on the communication device for determining local existence of at least the code acquired and initializing execution of found code. Upon code execution, the content may be played on the communication device without a persistent network connection to the enterprise hosting the content.

Abstract: A system for identifying and interacting with callers has: a telephone switch for receiving and distributing incoming calls; a messaging server for sending or receiving messages and attachments; and, a software routine for identifying wireless callers and for matching them to messages in the messaging server. The system is characterized in that upon receiving a call the system attempts to identify the call to a caller and of the caller is not already known in the system or identified an automated message is generated and sent to the caller asking for the desired information. In one embodiment the caller sends a message when the call is placed to optimize identification.

Abstract: Telephone call routing in networks is provided by forwarding routing data other than origination identification and destination identification in-band with calls, and using the in-band data at call destinations to do further routing. In some embodiments negotiation is accomplished between routers at different points in the network based on the in-band routing data. Practice of the invention extends to intelligent telephony networks and as well to simulated telephone calls between computers in wide area data networks, such as the Internet and Intranets.