Abstract: One embodiment of the invention provides a method of operating a multimedia contact center. The method comprises providing multimedia communications session management support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a multimedia database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the multimedia database. Communications sessions can then be handled using the transformed CRM data in the multimedia database.

Abstract: One embodiment of the invention provides a method of operating a multimedia contact center. The method comprises providing multimedia communications session management support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a multimedia database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the multimedia database. Communications sessions can then be handled using the transformed CRM data in the multimedia database.

Abstract: One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

Abstract: One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

Abstract: A first user, second user, and third user are registered. Names of a first, second, and third item are stored a website for the first, second, and third users. The items can be tangible items or intangible items. The first user requests the second item. A first credit is removed from the first user and a second credit is stored for the second user when the first user receives the second item. The second user requests the third item. The second credit is removed from the second user and a third credit is stored for the third user when the second user receives the third item. The first credit, the second credit, and the third credit each represents a right to request a future swappable intangible item for the equivalent value of at least one previously swapped intangible item.

Abstract: A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile of the caller by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.

Abstract: A first user, second user, and third user are registered. Names of a first, second, and third item are stored a website for the first, second, and third users. The items can be tangible items or intangible items. The first user requests the second item. A first credit is removed from the first user and a second credit is stored for the second user when the first user receives the second item. The second user requests the third item. The second credit is removed from the second user and a third credit is stored for the third user when the second user receives the third item. The first credit, the second credit, and the third credit each represents a right to request a future swappable tangible or intangible item for the equivalent value of at least one previously swapped tangible or intangible item.

Abstract: A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile from a cloud-based CRM system of the caller by matching the indicia to a previously-stored indicia in a call history database, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.

Abstract: A first user, second user, and third user are registered. Names of a first, second, and third item are stored a website for the first, second, and third users. The items can be tangible items or intangible items. The first user requests the second item. A first credit is removed from the first user and a second credit is stored for the second user when the first user receives the second item. The second user requests the third item. The second credit is removed from the second user and a third credit is stored for the third user when the second user receives the third item. The first credit, the second credit, and the third credit each represents a right to request a future swappable tangible or intangible item for the equivalent value of at least one previously swapped tangible or intangible item.

Abstract: The invention provides a computer-implemented method of handling a telephone call, comprising monitoring a conversation between an agent and a customer on a telephone line as part of the telephone call to extract the audio signal therefrom. Real-time voice analytics are performed on the extracted audio signal while the telephone call is in progress. The results from the voice analytics are then passed to a computer-telephony integration system responsible for the call for use by the computer-telephony integration system for determining future handling of the call.

Abstract: A first user, second user, and third user are registered. Names of a first, second, and third item are stored a website for the first, second, and third users. The items can be tangible items or intangible items. The first user requests the second item. A first credit is removed from the first user and a second credit is stored for the second user when the first user receives the second item. The second user requests the third item. The second credit is removed from the second user and a third credit is stored for the third user when the second user receives the third item. The first credit, the second credit, and the third credit each represents a right to request a future swappable tangible or intangible item for the equivalent value of at least one previously swapped tangible or intangible item.

Abstract: One embodiment of the present invention provides a method and system for handling a telephone call. The method comprises receiving an incoming call at a computer-telephony server located as service provider equipment within a telephone network, followed by setting up a call from the computer-telephony server to a customer location. The customer location has a plurality of agents, each agent having an associated computer workstation. The call is forwarded at the customer location to a receiving agent selected from the plurality of agents. There is now communication between the computer-telephony server and one or more of the agents to allow the computer-telephony server to identify the receiving agent. The computer telephony server uses voice analytics on speech input from the receiving agent to identify the receiving agent.

Abstract: An apparatus for opening a half double knot is disclosed. In embodiments, the apparatus includes a slider that includes a loop. A shoelace or drawstring is threaded through the loop. The shoelace or drawstring is tied in a bow knot. The slider is positioned adjacent to the bow knot. An end of the shoelace or drawstring and a bow of the bow knot opposite the end are tied in a half knot so that the half knot and the bow knot comprise a half double knot. The slider is moved toward the end to open the half double knot. In embodiments, the apparatus further includes a stopper that adheres to the end of the shoelace or drawstring and that prevents the slider from moving past the end of the shoelace or drawstring when the half double knot is opened.

Abstract: Systems and methods are disclosed to replace a received message received by a communications application of a computer or a mobile phone with a replacement message that includes a time and date stamp that is approximately the same as the time and date stamp of the received message in response to input received from an input device of the computer or the mobile phone. The received message is, for example, a private, confidential, or potentially embarrassing message, and the replacement message is a message used to appear as the received message in the communications application. The replacement message can be, for example, a stored message created by the user, a message generated by the computer or the mobile phone, a message from a stored randomized list, a message requested from an outside source.

Abstract: A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile of the caller by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.

Abstract: A first user, second user, and third user are registered. Names of a first, second, and third item are stored a website for the first, second, and third users. The items can be tangible items or intangible items. The first user requests the second item. A first credit is removed from the first user and a second credit is stored for the second user when the first user receives the second item. The second user requests the third item. The second credit is removed from the second user and a third credit is stored for the third user when the second user receives the third item. The first credit, the second credit, and the third credit each represents a right to request a future swappable tangible or intangible item for the equivalent value of at least one previously swapped tangible or intangible item.

Abstract: One embodiment of the invention provides a method of handling a telephone call. The method includes providing a multi-tenanted computer-telephony integration (CTI) server. The different tenants correspond to various outlets for one or more product or service offerings. The CTI server is located outside the customer premises for the various outlets. The method further includes receiving a call directed to one of the outlets and using CLI for the call by the CTI server to identify the calling party and a customer profile for the calling party. The customer profile is based on previous orders. The method further includes queuing the call within the network if it is determined that the outlet is unable to currently service the call, and forwarding the call to the outlet to process the call. The CTI server uses the customer profile for providing priority call handling treatment for loyal customers.

Abstract: One embodiment of the invention provides a method of operating a multimedia contact center. The method comprises providing multimedia communications session management support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a multimedia database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the multimedia database. Communications sessions can then be handled using the transformed CRM data in the multimedia database.

Abstract: One embodiment of the invention provides a computer-implemented method of handling a telephone call. The method comprises monitoring a conversation between an agent and a customer on a telephone line as part of the telephone call to extract the audio signal therefrom. Real-time voice analytics are performed on the extracted audio signal while the telephone call is in progress. The results from the voice analytics are then passed to a computer-telephony integration system responsible for the call for use by the computer-telephony integration system for determining future handling of the call.

Abstract: Systems and methods are provided for displaying geographical information regarding where a member shipped a tangible item to and received a tangible item from. A web site is provided to allow a user to view information regarding a first member that lists a tangible item. Geographical information is tracked regarding one or more source members that ship a tangible item to the first member and one or more destination members that receive a tangible item from the first member using a server computer. The geographical information regarding the one or more source members and the one or more destination members is stored in an electronic database using the server computer. On a map of the web site, a location of the first member and the geographical information regarding the one or more source members and the one or more destination members are displayed using the server computer.