Qurio Holdings, Inc.

Porto Technology, LLC

Oto Technologies LLC

Other

Lemi Technology, LLC

Waldeck Technology, LLC

Cranbrook Technology, LLC

Quiro Holdings, Inc.

Interactive Intelligence Group, Inc.

Modena Enterprises, LLC

Napo Enterprise, LLC

Richard J Walsh

Alfredo Celino Issa

Christopher Michael Amidon

Kunal Kandekar

James Evans

Gregory Morgan Evans

Scott Curtis

Gary Whitson Black

Michael D Snyder

Sid Stafford

Juan A Pons

Hugh Blake Svendsen

Ravi Reddy Katpelly

Michael W Helpingstine

Greg Evans

Alexander G Dumaine

Kalpit Patel

Benjamin Ferid Issa

David Allan Ertel, Ii

Eric Gregg

Kenneth Jennings

Jens Hillen

A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

System and method for video analysis

Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.

Dynamically switching communications to text interactions

A system and method are presented for voicemail acceleration. A voicemail acceleration system, which functions to accelerate the experience of a user, is associated with at least one user device. A user may initiate an interaction with another user, wherein the device associated with the voicemail acceleration system detects that the interaction is being sent to voicemail through contact analysis. A pre-established message and/or a number of options may be presented to the user initiating the interaction, wherein the user may choose an option or elect to automatically leave a message and end the interaction on their end. The voicemail acceleration system provides the retrieved message to the other user and finishes the interaction.

System and method for voicemail acceleration

Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

Technologies for monitoring interaction between customers and agents using sentiment detection

A method and system are provided for simulating recommendations for unavailable users in a social media recommendation network. In general, the social media recommendation network is formed such that each user in the social media recommendation network sends and receives recommendations from their friends. When one of the users in the social media recommendation network is unavailable, a recommendation simulator operates to simulate recommendations from the unavailable user. When the user once again becomes available, the recommendation simulator ceases simulation of recommendations from the user.

Method and system for simulating recommendations in a social network for an offline user

An apparatus and method directed to automated call screening, and specifically the utilization of location history of a call recipient to determine call authorization, are provided. In accordance with an exemplary embodiment, a computer readable medium embodied in an article of manufacture is encoded with instructions for directing a processor to receive a request from a first device to communicate with a second device. The processor is further directed to determine at least one location associated with the first device, determine an authorization for the request based at least in part upon the at least one location associated with the first device and at least one prior location of the second device, and transmit the request to the second device in accordance with the authorization.

Apparatus and method of location based telecommunication authorization

Systems and methods relating to location-based applications, such as widgets, are disclosed. In general, in one embodiment, location-based application service obtains an anticipated location of a mobile device and determines whether the anticipated location of the mobile device is associated with one of a plurality of non-adjacent geographic locations associated with an establishment. An application identifier associated with the plurality of non-adjacent geographic locations associated with the establishment is provided based on the determination, wherein the application identifier at least one of identifies an application for the mobile device to activate and references a remote source for the mobile device to obtain the application.

System and method for automated location-based widgets

A system and method are provided for dynamically adjusting advertisement ('ad') time for a multicast channel. In one embodiment, a variable ad insertion function operates to receive one or more multicasts of media content from a core distribution network, insert ad timeslots into the media content, and optionally perform late-binding of ads to the ad timeslots. The media content including the inserted ad timeslots and late-binded ads, if any, is then multicast to associated client devices over a feeder network using corresponding multicast channels. For each multicast channel, insertion of ad timeslots into the associated media content is dynamically controlled based on the number of users currently consuming or predicted to consume the multicast channel, the number of client devices receiving or predicted to receive the multicast channel, or both.

Dynamic load based ad insertion

A virtual environment firewall receives a message having a request from a virtual environment entity intended for a virtual environment controller. The virtual environment firewall determines whether the request complies with one or more governance rules of the virtual environment controller. If the request does not comply with the one or more governance rules, the virtual environment firewall processes the message to prevent the request from being processed by the virtual environment controller.

Collaborative firewall for a distributed virtual environment

A method and apparatus for managing communications between a mobile device and a machine are described. A mobile device wirelessly discovers a plurality of mobile machine identifiers (IDs) of a plurality of mobile machines, each machine adapted to wirelessly communicate attribute information about the first machine upon receipt of an authorization indication. The mobile device selects a first machine of the plurality of machines and sends a machine identifier (ID) obtained from the first machine to a server. The mobile device receives an authorization indication from the server that authorizes communication with the first machine. The mobile device sends the authorization indication to the first machine, and in response to sending the authorization indication, receives attribute information from the first machine.

Method and system for managing communications between a mobile device and a machine

A semantic based trick play method and system in a media player is provided in which a semantic trick play command is received from a user while the user is experiencing a current content of a media item. Metadata is detected with respect to a current playback position of the media item, and at least one further playback position is determined in the current content of the media item or a related content in another media item. The further playback position is semantically related to the metadata of the current playback position. Playback is then moved to the at least one further playback position, so that the user experiences a media content of the at least one further playback position.

System and method for semantic trick play

Growing community of inventors

Raleigh, NC, United States of America

Richard J Walsh