Abstract: The disclosed technology relates to a context service system configured to receive, from a subscriber, a shared customer lookup request that includes a first customer data identifier and identify, in a shared data partition, a second customer data identifier associated with the first customer data identifier. The context service system is further configured to determine that the second customer data identifier is associated with customer information in a subscriber data partition and transmit, to the subscriber system, the customer information from the subscriber data partition.

Abstract: The disclosed technology relates to a context service system configured to receive, from a subscriber, a shared customer lookup request that includes a first customer data identifier and identify, in a shared data partition, a second customer data identifier associated with the first customer data identifier. The context service system is further configured to determine that the second customer data identifier is associated with customer information in a subscriber data partition and transmit, to the subscriber system, the customer information from the subscriber data partition.

Abstract: The disclosed technology relates to a context service system configured to receive, from a subscriber, a shared customer lookup request that includes a first customer data identifier and identify, in a shared data partition, a second customer data identifier associated with the first customer data identifier. The context service system is further configured to determine that the second customer data identifier is associated with customer information in a subscriber data partition and transmit, to the subscriber system, the customer information from the subscriber data partition.

Abstract: The disclosed technology relates to a context service system configured to receive, from a subscriber, a shared customer lookup request that includes a first customer data identifier and identify, in a shared data partition, a second customer data identifier associated with the first customer data identifier. The context service system is further configured to determine that the second customer data identifier is associated with customer information in a subscriber data partition and transmit, to the subscriber system, the customer information from the subscriber data partition.

Abstract: A method for managing a multimedia session includes receiving a request to initiate a multimedia session, which includes first media and second media. The method further includes establishing a first delegated session with a first device to communicate the first media, and associating the first delegated session with the multimedia session.

Abstract: A method for storing information includes receiving a command for a selected one of a plurality of services, and forwarding the command to a data source corresponding to the selected service. The method also includes, receiving data from the data source, and storing the data in a selected namespace in a cache corresponding to the selected service. The method further includes invalidating the data in the namespace according to invalidation criteria provided by the selected service.

Abstract: A proactive call center which detects problems, resolves the problems, and then contacts the customers before customers initiate calls themselves. In the present invention, the workflow process is monitored to ensure that a transaction is completed without problems. If a problem occurs, a call center agent is notified of the problem. The call center agent can then take immediate steps to research the problem, fix the problem, or otherwise find alternative solutions to help ameliorate the problem. The call center agent then contacts the customer to explain the problem and what steps were taken to address the problem. By proactively taking steps to address problems as they occur rather than in response to customer complaints, businesses can maintain goodwill.

Abstract: Systems and methods for collaborating over the Internet (or an intranet) in which two or more parties, such as a user and an agent, can share dynamic content generated by a web site server. Collaboration can be accomplished on live, dynamic pages without imposing a proxy server between user browsers and the web servers. Mechanisms prevent multiple submissions, and filters can be provided to selectively filter versions of a page for different users.

Abstract: A method for managing a multimedia session includes receiving a request to initiate a multimedia session, which includes first media and second media. The method further includes establishing a first delegated session with a first device to communicate the first media, and associating the first delegated session with the multimedia session.

Abstract: The system of the invention provides a collaboration adapter which can be integrated into a web server or a web/application server to allow multiple computer user participants to access a single shared session to an application in a collaborative manner. The system of the invention allows a participant to create a shared session and to associate a participant identity to the shared session as the shared session owner. From thereon, participants can join the shared session and submit requests for application response information to the web server containing the collaboration adapter. In cases where the application response information must be obtained from the application, the invention substitutes participant session identification information in an original participant request with shared session identification information to create an altered request and then forwards the altered request to the application.

Abstract: Systems and methods for collaborating over the Internet (or an intranet) in which two or more parties, such as a user and an agent, can share dynamic content generated by a web site server. Collaboration can be accomplished on live, dynamic pages without imposing a proxy server between user browsers and the web servers. Mechanisms prevent multiple submissions, and filters can be provided to selectively filter versions of a page for different users.