Servicenow, Inc.

Intervoice, Inc.

Ivan Valentine Covdy

Ashok Ganesan

Paul Wang

Qiang Gui

Brett Bandy

Kevin J McPartlan

Justin Broughton

Carl Raymond Kowalski

Roy Ho

D Thompson McCalmont

Art Stine

Elizabeth Rodgers

Robert S Rodgers

Searching encrypted data using encrypted contexts by performing at least the following: configuring a first encryption context that allows access to a first encrypted field, configuring a second encryption context that allows access to a second encrypted field, assigning the first encryption context to a first role and the second encryption context to a second role, assigning the first role to a first user account to allow the first user account to access the first encrypted field, assigning the second role to a second user account to allow the second user to access the second encrypted field, receiving a query request associated with the first user account for a search term, wherein the query request includes instructions to search for an unencrypted version of the search term and a first encrypted value of the search term that is based on the first encryption context.

Searching for encrypted data within a cloud based platform

A system, method, and non-transitory computer-readable storage medium for authenticating access to an instance have been disclosed. The system comprises a processor and a memory that includes instructions executable by the processor to cause the system to receive an access request to the instance from a client device and to send an encryption request of information to a security device. The information includes an expiration time and the security device encrypts the information using a private key that is secured in the security device. The memory includes further instructions executable by the processor to cause the system to receive the encrypted information from the security device and to send the encrypted information to the client device. The encrypted information is decryptable by the instance using a public key associated with the private key in response to the client device providing the encrypted information to the instance.

Authenticating access to an instance

Searching for encrypted data within cloud based platform

A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria chances. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.

Digital multimedia contact center

A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.

Digital multimedia contact center with tier escalation and deescalation in response to changed criteria

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San Jose, CA, United States of America

Ivan Valentine Covdy