Avaya Inc.

Mark Schmidt

Andrew Derek Flockhart

Alberto Pasi

Provided herein is a system and method for sharing control of a customer service provided by a contact center. The method may include: receiving, from a customer, a customer contact to request the customer service; communicating by use of a communication channel between the customer and the contact center in order to provide the customer service; receiving a join request, from the customer, to join an outside party to the customer service; and joining the outside party to the customer service.

Customer shared control in customer service scenarios

A method, apparatus and computer program product for providing instant messaging functionality within an Email session is presented. An intended Email recipient is notified that an Email message is currently being written to them. The intended Email recipient is invited to view the Email message. The intended Email recipient is permitted to interact with the originator of the Email by way of an instant messaging session.

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Brussels, Belgium

Mark Schmidt