Abstract: A system and method are disclosed for recommending a resource to a customer service representative that includes one or more databases that store data describing electronic communication between one or more customer system communication devices and one or more service center communication devices. Embodiments further include a computer coupled with one or more databases and configured to monitor communication activity to determine whether a customer service ticket has been opened between one or more customer system communication devices and one or more service center communication devices and determine a customer service representative score based on one or more customer service representative ranking factors.

Abstract: A system and method are disclosed for scoring sentiments of communication activity and includes one or more databases that stores data describing electronic communication between one or more customer devices and one or more service center devices and a computer. The computer is configured to monitor communication activity of the one or more customer devices and the one or more service center devices to determine whether a communication channel has been opened between the one or more customer devices and the one or more service center devices and identify one or more communication activities associated with the electronic communications. The computer is further configured to compare the identified one or more communication activities with one or more predetermined communication data, determine a sentiment score based on one or more correlations between the identified one or more communication activities and the communication data.

Abstract: A system and method are disclosed for recommending a resource to a customer service representative that includes one or more databases that store data describing electronic communication between one or more customer system communication devices and one or more service center communication devices. Embodiments further include a computer coupled with one or more databases and configured to monitor communication activity to determine whether a customer service ticket has been opened between one or more customer system communication devices and one or more service center communication devices and determine a customer service representative score based on one or more customer service representative ranking factors.

Abstract: A system and method are disclosed for capturing, tracking, analyzing and automating analog and digital interactions. Embodiments include a system comprising one or more end user systems, one or more entity systems, and a computer operatively coupled to a display device. The computer is configured to monitor one or more communications on first and second communication channels between the end user and entity systems, group the one or more communications on the first and second communication channels by communication subject, and display the grouped communications on the display device.

Abstract: A system and method are disclosed for a communication analytics system comprising a communication device and a system analyzer and the system analyzer is configured to continuously monitor electronic communications over the one or more communication devices and identify one or more communication activities associated with the electronic communications. The system analyzer is further configured to translate the one or more communication activities into communication data, store the communication data in a database and identify one or more correlations from the communication data.

Abstract: In embodiments of the present invention improved capabilities are described for selective website vulnerability and infection testing and intelligently paced rigorous direct website testing. By providing robust website content integrity checking while only lightly loading the website hosting server, visitor bandwidth availability is maintained through selective testing and intelligently paced external website exercising. A modular pod-based computing architecture of interconnected severs configured with a sharded database facilitates selective website testing and intelligent direct website test pacing while providing scalability to support large numbers of website testing subscribers.

Abstract: A system and method are disclosed for scoring sentiments of communication activity and includes one or more databases that stores data describing electronic communication between one or more customer devices and one or more service center devices and a computer. The computer is configured to monitor communication activity of the one or more customer devices and the one or more service center devices to determine whether a communication channel has been opened between the one or more customer devices and the one or more service center devices and identify one or more communication activities associated with the electronic communications. The computer is further configured to compare the identified one or more communication activities with one or more predetermined communication data, determine a sentiment score based on one or more correlations between the identified one or more communication activities and the communication data.

Abstract: Website data security is provided by conditionally accessing, assessing, and processing website content file attribute data and website content files used to host websites with a first set of servers configured with website content security breach analysis, detection, and repair functionality. The website content files are conditionally accessed based on a file modification date without heavily loading the servers hosting the website. The website content is analyzed by decoding PHP code and executing code in a hardened execution environment. Repair is accomplished through removing or replacing breached content.

Abstract: A system and method are disclosed for assigning a ticket including one or more databases that store data describing electronic communication between one or more customer system communication devices and one or more service center communication devices. Embodiments further include a computer coupled with one or more databases and configured to monitor communication activity to determine whether a communication channel is opened between one or more customer system communication devices and one or more service center communication devices, responsive to a ticket being opened between one or more customer system communication devices and one or more service center communication devices, analyze the ticket for at least one topic and customer data, search the one or more databases for missing customer data, and in response to detecting missing customer data, identify one or more relationship models that predicts a value for the missing customer data based on known customer data.

Abstract: A system and method are disclosed for an interface system comprising a communication device and a system administrator, the system administrator is configured to initiate a setup process, receive an identification number, receive user information, and in response to the setup process, associate the identification number with the user information.

Abstract: A system and method are disclosed for a communication analytics system comprising a communication device and a system analyzer and the system analyzer is configured to continuously monitor electronic communications over the one or more communication devices and identify one or more communication activities associated with the electronic communications. The system analyzer is further configured to translate the one or more communication activities into communication data, store the communication data in a database and identify one or more correlations from the communication data.

Abstract: A system and method are disclosed for an interface system comprising a communication device and a system administrator, the system administrator is configured to initiate a setup process, receive an identification number, receive user information, and in response to the setup process, associate the identification number with the user information.

Abstract: Website data security is provided by conditionally accessing, assessing, and processing website content file attribute data and website content files used to host websites with a first set of servers configured with website content security breach analysis, detection, and repair functionality. The website content files are conditionally accessed based on a file modification date without heavily loading the servers hosting the website. The website content is analyzed by decoding PHP code and executing code in a hardened execution environment. Repair is accomplished through removing or replacing breached content.

Abstract: A system and method are disclosed for scoring an interaction over one or more channels by an end user and an entity by monitoring the communications over the channels and assigning penalties and scores based on topics associated with the communications.

Abstract: A system and method are disclosed for a communication analytics system comprising a communication device and a system analyzer and the system analyzer is configured to continuously monitor electronic communications over the one or more communication devices and identify one or more communication activities associated with the electronic communications. The system analyzer is further configured to translate the one or more communication activities into communication data, store the communication data in a database and identify one or more correlations from the communication data.

Abstract: A system and method are disclosed for scoring an interaction over one or more channels by an end user and an entity by monitoring the communications over the channels and assigning penalties and scores based on topics associated with the communications.

Abstract: A system and method are disclosed for scoring an interaction over one or more channels by an end user and an entity by monitoring the communications over the channels and assigning penalties and scores based on topics associated with the communications.

Abstract: A system and method for a communication analytics system comprising a communication device and a system analyzer and the system analyzer is configured to continuously monitor electronic communications over the one or more communication devices and identify one or more communication activities associated with the electronic communications. The system analyzer is further configured to translate the one or more communication activities into communication data, store the communication data in a database and identify one or more correlations from the communication data.

Abstract: A system and method are disclosed for scoring an interaction over one or more channels by an end user and an entity by monitoring the communications over the channels and assigning penalties and scores based on topics associated with the communications.

Abstract: A system and method are disclosed for a communication analytics system comprising a communication device and a system analyzer and the system analyzer is configured to continuously monitor electronic communications over the one or more communication devices and identify one or more communication activities associated with the electronic communications. The system analyzer is further configured to translate the one or more communication activities into communication data, store the communication data in a database and identify one or more correlations from the communication data.