Amdocs Software Systems Limited

Five9, Inc.

John R D'Amour

Greg Verego

Craig Dean Hanson

Ilya A Harahap

James J Hickey

William Guinn

Danny Hsiang-Kuo Wang

Piotr K Chojnowski

Gaurav Passi

Systems and method are provided for synchronizing communications between two disparate computing systems. A context capture module is configured to capture interactions of a first computing system with an application to determine a current context of the first computing system's interactions. A communications initiation engine is configured to determine one of a plurality of other computing systems is to be queried for communication with the first computing system. When one of the other computing systems is to be queried, an initiation communication is provided to a particular one of the other computing systems, where the initiation communication includes data describing the current context of the first computing system's interactions. An availability indication is received from the particular other computing system. A communications module is configured to facilitate communications between the first computing system and the particular other computing system.

Systems and methods for providing personalized proactive interaction

Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.

Customer care support system with call avoidance processing

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Sunnyvale, CA, United States of America

John R D'Amour