Abstract: The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.

Abstract: The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.

Abstract: The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.

Abstract: A method for video image sharing and control includes activating video communication between electronic devices. Transmission of multiple video feeds is controlled using multiple cameras from a first electronic device.

Abstract: The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.

Abstract: According to an embodiment of the present invention, a system and method for transmitting sensitive data in a contact center environment comprising a transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to: generate, using a computer processor, a transient key associated with a subset of data for the customer based on the current interaction data and a customer identity; transmit, using a computer processor, the transient key and non-sensitive data to the live agent; receive a request, the transient key and a requester identifier from a requesting component of the system, and identify a corresponding subset of data responsive to the transient key and the requester identifier.

Abstract: According to an embodiment of the present invention, a system and method for transmitting context data during an automated customer interaction comprises: a computer store containing data, for each customer, defining a customer's historical interactions with an entity and account information, a computer processor, coupled to the computer store and programmed to: receive, via an electronic input, a contact from a customer via an electronic communication channel; automatically capture current interaction data between the customer and an automated interactive entity; receive an electronic request for a live agent from the customer; retrieve, from the computer store, historical interaction data from a prior customer contact and account information; generate context description that comprises information from the current interaction data, historical interaction data and account information; embed the context description into a signal as a header; and transmit the signal with the context description to the live age

Abstract: According to an embodiment of the present invention, a system and method for transmitting sensitive data in a contact center environment comprising a transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to: generate, using a computer processor, a transient key associated with a subset of data for the customer based on the current interaction data and a customer identity; transmit, using a computer processor, the transient key and non-sensitive data to the live agent; receive a request, the transient key and a requester identifier from a requesting component of the system, and identify a corresponding subset of data responsive to the transient key and the requester identifier.

Abstract: Provided herein are recombinant virion arrays comprising human membrane bound proteins that retain their native conformations and/or interactions, recombinant HSV-1 virions, and methods of use including high-content, high-throughput assays for screening for ligands and/or drugs that bind human membrane bound proteins, diagnostic assays, proteomic assays, and bio-sensor assays. Also provided are recombinant HSV-1 virions comprising an envelope comprising a plurality of heterologous membrane bound proteins that retain their native conformations and/or interactions as well as recombinant HSV-1 bacterial artificial chromosome (BAC) clones encoding heterologous membrane polypeptides.

Abstract: A method provides capturing video information in an electronic device. Capturing video information comprises capturing video, using a first video capture device of the electronic device, switching video capture between the first video capture device and a second video capture device of the electronic device, and continuing video capture while switching between the first video capture device and the second video capture device.

Abstract: A method for video image sharing and control includes activating video communication between electronic devices. Transmission of multiple video feeds is controlled using multiple cameras from a first electronic device.

Abstract: A method provides capturing video information in an electronic device. Capturing video information comprises capturing video, using a first video capture device of the electronic device, switching video capture between the first video capture device and a second video capture device of the electronic device, and continuing video capture while switching between the first video capture device and the second video capture device.

Abstract: A method for video image sharing and control comprises activating video communication between electronic devices. Transmission of multiple video feeds is controlled using multiple cameras from a first electronic device.

Abstract: A filter comprising a nonwoven blend of fibers is shown, where the nonwoven blend of fibers comprises a bi-component fiber bonded to a mono-component fiber. The bi-component fiber comprises a core and a sheath. The sheath and the core have different melting points, with the sheath melting point being lower than the core melting point. The mono-component fiber has a shaped cross-section.

Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.

Abstract: A method of using reference photo setting information for taking a photo image of a current framed image comprises displaying a framed image from an image capture device of an electronic device, performing object recognition for the framed image on a display of the electronic device, identifying location information for the electronic device, presenting one or more reference images related to the framed image based on one or more of the identified location information and object recognition, selecting one of the reference images, and using photo setting information used for capturing the selected reference image for capturing the framed image.

Abstract: A method may include receiving session control protocol messages to establish a session between a workstation and a user device. The session control protocol messages may include context information. The context information may include a browser history associated with the user of the user device. The method may further include establishing the session between the workstation and the user device. Further, the method may include displaying information on a display for an operator of the workstation, wherein the displayed information is based on the received context information.

Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.

Abstract: A method including receiving a voice call; analyzing speech in real-time to determine whether payment information is included in the voice call; omitting to record the voice call when it is determined that the voice call includes the payment information; and recording the voice call when it is determined that the voice call does not include the payment information.

Abstract: A method of sharing image editing history comprises using an electronic device for editing image content maintained on a network, storing image editing history of the image content in the network, selecting one or more image edits from the stored image editing history, and applying the selected image edits for personalizing another version of the image content.