Cisco Technology, Inc.

Michael Paul Lepore

Stephen R Quatrano

Paul Robert Schechinger

Lawrence E Johnson

Kevin T Collins

Kenneth Jordan

Tod Lloyd Famous

Shantanu Sarkar

Richard Lee Barnes, Ii

Andrew Biggs

Ryan J Schuft

Matthew A Miller

Paul J Russell

Andrew R Cleasby

Paul H Kyzivat

Cun Yong Tan

Surendra Prajapat

Steven Morrison

John Hernandez

Jay Ferrandini

William Finnerty

Steven R Glovin

Rick Whitesel

Scot DeDeo

Victor L Voydock

Carl M Phillips

Daniel L Schauer

Methods are provided for discovering related attributes with respect to an element in a customer data record, based on provided associations and for generating new associations between various elements of the customer data record. In these method, the context service system obtains, from a subscriber, a lookup request including a first blinded attribute. The first blinded attribute is obtained by applying an oblivious pseudo random function (OPRF) to a first element of a data record. The method further includes the context service system identifying at least one second blinded attribute associated with the first blinded attribute in a shared data partition of the context service system and providing, to the subscriber, at least one second element of the data record associated with the at least one second blinded attribute.

Private association of customer information across subscribers

The disclosed technology relates to a context service system configured to receive, from a subscriber, a shared customer lookup request that includes a first customer data identifier and identify, in a shared data partition, a second customer data identifier associated with the first customer data identifier. The context service system is further configured to determine that the second customer data identifier is associated with customer information in a subscriber data partition and transmit, to the subscriber system, the customer information from the subscriber data partition.

System for association of customer information across subscribers

A first data item is encrypted at a client device using a first encryption key. The encrypted first data item is included in a data object. A second encryption key is received at the client device from a key management device. The first encryption key is encrypted using the second encryption key. The encrypted first encryption key is included in the data object, and the data object is stored at a storage device.

Providing multiple levels of group access to partial data objects

An apparatus for selecting contact center resources is provided. The apparatus includes a memory and a processor in communication with the memory. The memory includes computer code executable with the processor. The computer code is configured to obtain one or more user characteristics; map a user point on a spatial map that includes a first resource spatial point for a first contact center resource, the user point being located at a point that spatially defines the one or more user characteristics; and determine a first distance between the user point and the first resource spatial point.

Contact center routing using characteristic mapping

In one embodiment, a method includes obtaining context information associated with a call into a call center. The context information includes at least one input provided by a caller during the call. The method also includes determining when the caller requests an interaction with an agent associated with the call center, and providing the context information to the agent when the caller requests the interaction with the agent. A communications session is maintained between the caller and the agent when the caller requests the interaction with the agent.

Method and apparatus for providing improved support to users on interactive voice response breakout session

In one embodiment, a method can include: (i) receiving a new contact in a contact center, where the new contact includes an expressed need; (ii) forming a resource set in response to the expressed need of the new contact, where the resource set includes one or more prospective resources; and (iii) sending a broadcast message to each of the prospective resources in the resource set.

Use of intelligent directed broadcast in contact center solutions

In one embodiment, a method can include: (i) receiving a contact center interaction request via a device coupled to a display screen; (ii) accessing information about the device or a user of the device from a customer database of a content provider; and (iii) establishing an interaction path between the contact center and a viewer. The method can further include providing information to the user via the interaction path in response to a request by the user for the information. The device can be a set-top box (STB) or a cable card and the display screen can be a television, for example. Also, the content provider can be a cable or satellite television provider, for example.

Set-top box initiated contact center interaction

A method for managing a multimedia session includes receiving a request to initiate a multimedia session, which includes first media and second media. The method further includes establishing a first delegated session with a first device to communicate the first media, and associating the first delegated session with the multimedia session.

Composite controller for multimedia sessions

A method for storing information includes receiving a command for a selected one of a plurality of services, and forwarding the command to a data source corresponding to the selected service. The method also includes, receiving data from the data source, and storing the data in a selected namespace in a cache corresponding to the selected service. The method further includes invalidating the data in the namespace according to invalidation criteria provided by the selected service.

Caching information for multiple service applications

Growing community of inventors

Marlborough, MA, United States of America

Michael Paul Lepore