Abstract: A system and method provides instructions for execution to a software extension module. The method includes establishing a network connection between a software extension module and an instruction source; generating a textual instruction from an instruction of the instruction source; and sending the generated textual instruction to the software extension module over the established network connection, wherein the software extension module is configured to receive the textual instruction and generate therefrom the instruction of the instruction source.

Abstract: A system and method for providing a graphical overlay on a web page utilizing textual code is presented. The method includes initializing a matrix of elements, including a first portion and a second portion of elements, wherein the second portion have no value stored; rendering a GUI to include the matrix; storing a value in each element of the first portion of elements; generating a plurality of element groups, each element group including a plurality of elements; storing a value in each element of the plurality of elements; receiving a selection of a first element group; receiving a position respective of the first element group and the matrix; writing values of the first element group to the matrix, in response to determining that elements of the matrix corresponding to the received position are of the second portion of elements; and updating the rendered GUI based on the written values.

Abstract: A system and method provides instructions for execution to a software extension module. The method includes establishing a network connection between a software extension module and an instruction source; generating a textual instruction from an instruction of the instruction source; and sending the generated textual instruction to the software extension module over the established network connection, wherein the software extension module is configured to receive the textual instruction and generate therefrom the instruction of the instruction source.

Abstract: A system and method provides instructions for execution to a software extension module. The method includes establishing a network connection between a software extension module and an instruction source; generating a textual instruction from an instruction of the instruction source; and sending the generated textual instruction to the software extension module over the established network connection, wherein the software extension module is configured to receive the textual instruction and generate therefrom the instruction of the instruction source.

Abstract: A system and method provides instructions for execution to a software extension module. The method includes establishing a network connection between a software extension module and an instruction source; generating a textual instruction from an instruction of the instruction source; and sending the generated textual instruction to the software extension module over the established network connection, wherein the software extension module is configured to receive the textual instruction and generate therefrom the instruction of the instruction source.

Abstract: A system and method for scraping web pages based on a predetermined web page template is disclosed. The method includes: requesting a first plurality of web pages from a web server, each web page including a markup language document having a first plurality of data fields; determining a web page structure for the first plurality of web pages, wherein a first data field of the first plurality of data fields is matched to a second data field of a second plurality of data fields of a web page template; scraping a second plurality of web pages from the web server based on the determined web page structure; and storing scraped data from the second plurality of web pages in a local cache.

Abstract: A system and method for committing preauthorized database transactions generates a preauthorized database transactions based on a received parameter and a parameter value. The method further includes storing the generated preauthorized database transaction in a temporary storage; accessing a reference database to determine a current value of the received parameter; determining that a current value of the received parameter matches the received parameter value; and committing the preauthorized database transaction to a database.

Abstract: A system and method perform near real time scraping of a web page to generate a modified web page. The method includes receiving a uniform resource locator (URL) request directed at a web server; detecting in the URL request a textual resource and a non-textual resource; generating a request for the textual resource over a first network path including a first determined latency; generating a request for the non-textual resource over a second network path including a second determined latency, which is greater than the first determined latency; receiving the textual resource and the non-textual resource; scraping data from the textual resource; and generating a modified web page based on the scraped data, the textual resource, and the non-textual resource.

Abstract: A system and method for committing preauthorized database transactions generates a preauthorized database transactions based on a received parameter and a parameter value. The method further includes storing the generated preauthorized database transaction in a temporary storage; accessing a reference database to determine a current value of the received parameter; determining that a current value of the received parameter matches the received parameter value; and committing the preauthorized database transaction to a database.

Abstract: A method and apparatus for multi-channel categorization, comprising capturing a vocal interaction and a non-vocal interaction, using logging or capturing devices; retrieving a first word from the vocal interaction and a second word from the non-vocal interaction; assigning the vocal interaction into a first category using the first word; assigning the non-vocal interaction into a second category using the second word; and associating the first category and the second category into a multi-channel category, thus aggregating the vocal interaction and the non-vocal interaction.

Abstract: Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.

Abstract: A method and apparatus for multi-channel categorization, comprising capturing a vocal interaction and a non-vocal interaction, using logging or capturing devices; retrieving a first word from the vocal interaction and a second word from the non-vocal interaction; assigning the vocal interaction into a first category using the first word; assigning the non-vocal interaction into a second category using the second word; and associating the first category and the second category into a multi-channel category, thus aggregating the vocal interaction and the non-vocal interaction.

Abstract: Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.

Abstract: A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category.