Abstract: Disclosed are system and methods for digitally capturing, labeling, and analyzing data representing shared experiences between a service provider and a customer. The shared experience data is used to identify, test, and implement value-added improvements, enhancements, and augmentations to the shared experience and to monitor and ensure the quality of customer service. The improvements can be implemented as customer service process modifications, precision learning and targeted coaching for agents rendering customer service, process compliance monitoring, and as knowledge curation for a knowledge bot software application that facilitates automation of tasks and provides a natural language interface for accessing historical knowledge bases and solutions.

Abstract: Disclosed are systems and methods that enable robust, universal authentication and network access control capabilities for networks having a variety of computing device types and end users that access and operate on the network. The systems permit verification of end user identity, confirmation that computing devices have sufficient resources to reliably operate on the network, and configuration of computing devices with required software applications. The systems and methods further enable real-time, intelligent monitoring of the tasks and functions performed by system end users. The systems provide an immersive experience that allows end users to teleport into the environment of other end users, including viewing another end user's computer desktop, listening to ongoing telephone conversations, viewing and analyzing contemporaneous images or video of an end user and the end user's work environment, and interacting with the end user to provide precision coaching and assistance.

Abstract: Disclosed are systems and methods that enable both the real-time monitoring and historical tracking of events and actions performed by disparate systems and software applications associated with a computing device that also permit insight into the relationships between such events and actions. The inventive systems and methods synchronously and asynchronously capture event data from various event sources associated with a computing device. The event data can be enriched before correlating associated event data into transactions resulting in telemetry information to provide a more accurate and complete picture of what activities the computing device is performing and how the computing device is utilized to accomplish particular tasks. This telemetry information enables the system to perform descriptive and predictive analytical processes as well as artificial intelligence that provide valuable insights to improve end user and system performance.

Abstract: Disclosed are systems and methods that enable secure authentication to a network and virtual environment setup. An end point computing device combines data input by a user with stored data to determine an IP address where login credentials can be transmitted for authentication. The end point device transmits system information to a provider front end computing device for authentication. In this manner, a user identity and the end point device can be authenticated without the need to store identifying information to the end point device or communicate with a provider's secure back end network. The provider devices determine permissions data that define the user's ability to interact with the provider's network. The provider front end device transmits settings data to the end point device that is used to connect to the provider's network and establish a virtual working environment.

Abstract: A customer contact management platform combining desktop and telephony virtualization with employee and client portals. The portals provide access to tools and information for users to provide support to enterprise clients. The platform includes a set of web-based employee, client, and work portals that allow employees of the service provider to access information, schedules, networks, telephony, applications, and tools so they can perform work for their clients.