Avaya Inc.

Avaya Management L.p.

At&t Bell Laboratories

Avaya Technology LLC

At+t Corp.

Motorola Corporation

Lucent Technologies Inc.

Motorola Solutions, Inc.

Proxim Corporation

David L Chavez

Larry J Hardouin

Frank J Bogart

Bruce D Butterfield

Nancy K Schmidt

Linda L Thomson

Frederick R Fix

Henry C Dittmer

Gregory D Weber

Valentine C Matula

Kurt H Haserodt

John A Young

Theresa Campagna

Jeffrey Meis

Dragan Grebovich

Albert G Bertagnole

Joel M Ezell

David S Mohler

Stephen Michael Milton

Harsh V Mendiratta

Pushkar Yashavant Deole

Sandesh Chopdekar

Navin Daga

Frank John Boyle

Laurent Philonenko

Michael James Krack

Christopher David Baldwin

Albert D Pessot

Assaph Mehr

Nivedita Mogale

David Shaw

Mark T Rolfs

Nandor Klatsmanyi

Jennifer L Crowley

Keith Cowley

Sean A Moore

Paul Roller Michaelis

Gordon Richards Brunson

Mehmet Balasaygun

Anatoly S Belkin

Christopher Reon Gentle

William Thomas Walker

Stephen M Thieler

Sandra Abramson

Leigh M Chinitz

Alex P Hirsbrunner

Robert J Serkowski

Amit Mishra

Chandra Mouli Ravipati

Douglas W Swartz

John Carey

Manish Marwah

Emil F Stefanacci

Manish Negi

Gary Becker

Divakar Kumar Ray

Lee Joseph Wilson

Stephen R Durney

Joaquin Omar Alvarado

Vivekananda Velamala

Ted M Fidder

Forrest L Coleman

Kenneth J Roberge

Brett Alan Shockley

Howard G Kradjel

Phillip A Whelan

Dragan Grebovic

Kevin Sean Cripps

Henry C Ditmer

Robin L Chalmeta

Sandra R Abramson

Steven M Milton

David A Bernardini

Luigi Gentile-Polese

Rod Roehrich

Karen Dorato

Jonathan Alperin

Kevin S Cripps

Customer interactions with a remote contact center can be disjointed and confusing, especially when a customer is transferred from agent to agent. By maintaining a persona of the agent first encountered by a customer while the interaction transitions to other agents (artificial and/or live), the customer interaction may progress more naturally and without the customer being distracted by the transfer to a new agent. By configuring artificial agents with the first persona or deploying a server to perform persona-alterations of a live agent, the customer may never be aware that they have been transferred away from the first agent they encounter and the customer interaction proceeds efficiently and effectively.

Contact center continuous avatar visual experience

Working from home is becoming more and more commonplace. Ensuring that remote workers are following prescribed data protection measures becomes more important, and challenging. Safe and Secure Remote Working Environment (SSRWE) monitors an environment and determines if a non-compliant element is present. For example, a condition of working from home may be that no notetaking or electronic devices, especially ones comprising a camera, be visible to a system camera capturing the field of view in front of a display. If a non-compliant situation is discovered, the display may be redacted and/or other action taken to protect sensitive information.

Work-from-home agent security compliance

Embodiments of the disclosure provide a method of operating a contact center. In some embodiments, the method includes receiving a call from a customer communication device, transitioning the call from a voice domain into a digital domain, and enabling the contact center to interact with the customer communication device in at least the digital domain after the call has been transitioned from the voice domain into the digital domain.

Highly scalable contact center with automated transition from voice interaction

The present disclosure provides a communication system and method, among other things. As a non-limiting example, the method includes receiving a call from a caller, parking the call, and while the call is parked, determining a paging target for the call. The method may further include paging a first target area in an attempt to summon the paging target to retrieve the parked call. The method may further include paging a second target area in an attempt to summon the paging target to retrieve the parked call, receiving a response from the paging target, and based on the response received from the paging target, connecting the paging target with the caller.

Intelligent park and page functions in a communication system

Users of a networked communication device may omit updating their availability state, and that of an associated communication device, if the state change is sudden or believed to be of sufficiently short duration. By quickly changing their state, a routing component may more accurately know whether or not a communication routed to the communication device will or will not be answered. By utilizing a camera and gesture processing logic, a user may naturally and quickly update their state without the need to navigate menus or select options with manual, tactile interactions with the communication device.

Gesture-based call center agent state change control

Devices are often connected to a network to facilitate remote interactions with the device. However, such connections may be absent or disabled. However, by utilizing a second device, such as a mobile phone, a transaction may be initiated on a remote device and handed-off to the second device to obtain absent information and complete the transaction. Completion of the transaction may be due to absent data, such as a data that provides absent information or resolves conflicting information in the dataset. The device may communicate with the second device via radio frequency communications and/or other forms of communication (e.g., visually, audibly, etc.), such that information the absent information is obtained and the instructions executed to complete the transaction.

Device handoff

A contact center, communication system, and method of operating a contact center are provided. In one example, the contact center includes a tunable chatbot stored in memory and a chatbot tuning function that controls and adjusts a personality characteristic of the tunable chatbot while the tunable chatbot is interacting with a customer via a customer communication device.

Tunable chatbots

Systems and methods for surveilling. Systems and methods include generating, with a processor, a baseline associated with a subject; performing, with the processor, a scan of the subject; comparing, with the processor, the scan of the subject with the baseline; and generating, with the processor, a report comprising a result of the comparing of the scan of the subject with the baseline associated with the subject.

Systems and methods of automatic surveillance and reporting

A contact center, system, and method of operating a contact center are provided. In one example, the system includes a quantum computing resource and a server. The server is configured to receive a contact from a customer communication device, provide information about the contact to the quantum computing resource, receive a probabilistic output from the quantum computing resource based on the quantum computing resource processing the information about the contact, and make a work assignment decision for the contact based on the probabilistic output.

Systems and methods of contact center client assignment leveraging quantum computation

Systems, methods, and software to provide intelligent detection and automatic correction of erroneous audio settings in a video conference. Electronic conferences can often be the source of frustration and wasted resources as participants may be forced to contend with extraneous sounds, such as background/ambient noises, or conversations not intended for the conference, provided by an endpoint that should be muted. Similarly, participants may speak with the intention of providing their speech to the conference while their associated endpoint is muted. As a result, the conference may be awkward and lack a productive flow while endpoints are erroneously muted or non-muted. By intelligently processing at least the video portion of a video conference, endpoints/participants may be prompted to mute/unmute or automatically muted/unmuted.

Intelligent detection and automatic correction of erroneous audio settings in a video conference

A contact center, communication system, and method of operating a contact center are provided. In one example, the contact center includes a plurality of chatbots stored in memory and a chatbot selector that determines a customer interaction in the contact center will have a chatbot assigned thereto, selects a chatbot from the plurality of chatbots for assigning to the customer interaction based on a match between a capability of the chatbot and a service requirement associated with the customer interaction, and assigns the selected chatbot to the customer interaction thereby enabling the selected chatbot to process inputs received during the customer interaction and provide responses to the inputs.

In order to provide effective communications, the individuals engaged in the communication should have appropriately matched language proficiencies. By ensuring that a customer of a contact center is matched with an agent having, or presenting, content of a communication utilizing language proficiency appropriate for the customer, effective communications may be provided. Should an agent deviate and provide communication content having language proficiency that is misaligned with the customer, automatic corrective action may be taken to realign the language proficiency presented to the customer.

Detecting vocabulary skill level and correcting misalignment in remote interactions

A method and system are described that interact with a self-service system on behalf of a customer and without requiring a presence of the customer during the interactions. An illustrative method includes receiving one or more inputs from a customer, where the one or more inputs define a desired action to take on behalf of the customer with the self-service system in the absence of the customer's presence, obtaining contact information for the self-service system, using the contact information to automatically establish a communication session with the self-service system, receiving a prompt from the self-service system, and performing the desired action as a response to the prompt, where the desired action is performed during the communication session on behalf of the customer and in the absence of the customer's presence.

Intelligent interactive voice response (IVR) navigator

Embodiments of the disclosure provide a communication system and method to leverage distributed ledger technology as the basis upon which a trustless method can be deployed to validate file provenance and authenticity, while also supporting a strong form of non-repudiation. In one example, the method includes transferring electronic content from a sending communication device to the receiving communication device via Rich Communication Services. The method includes generating, at the sending communication device, file transfer parameters, identity signature and timestamp that are associated with the transfer of electronic content from the sending communication device. The method then includes causing the identity signature and timestamp to be written as part of a content transfer ledger. The method may also include securely providing the file transfer parameters associated with the transfer of electronic content from the sending device to one or more receiving communication devices as part of validating the electronic content.

Ledger-based confidence model for content transfers across a communication network

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Northglenn, CO, United States of America

David L Chavez