Other

Interactive Intelligence Group, Inc.

Jonathan M Keller

Gregory P Cunningham

Phillip Gates-Idem

Justin P Ligman

A system and method are presented for predictive live interaction offering and hosting. A mechanism may be provided for controlling outstanding offerings, or invitations, of communications with users through points of service. Offerings may include a live chat or a telephone callback request. In one embodiment, offerings may be optimized by analyzing factors such as agent history to predict when and how many agents will be available. Calculations may be continuously performed as invitations are accepted, declined, timed out, etc., to make certain more offers than can be handled are not extended.

System and method for predictive live interaction offering and hosting

A system and method are presented for body language analysis of a video interaction. In a contact center system, the video interaction between an agent and a customer may be monitored and used to determine automatic actions when threshold are met and/or matches are made. Training videos comprising determined metrics may be used for comparison to real-time interactions. Scoring and/or matches may be utilized to determine a threshold to trigger pre-determined actions based on comparison to the training videos.

System and method for body language analysis

A system and method are presented for determining window geometry. In an embodiment, a party to an interaction using a streaming video connection may want to share content on their display with another party to the interaction. A party may wish to annotate an on-screen target for the other party. In an embodiment, markers or magic bars may also be used to map the screens to each other in addition to coordinates. When one party annotates an on-screen target on their display, the coordinates on the party's display are translated for the other party and the annotation is placed in the intended location on that party's screen. Masking of content may also be performed such that contact on one user's screen may not be visible to the other party during the screen share.

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Lafayette, IN, United States of America

Jonathan M Keller