Avaya Inc.

Avaya Management L.p.

Sandeep Goynar

Harsimran Jeet Singh

Jibin George

Salil Dhawan

Kiran Barhate

Valentine C Matula

John A Young

Darren Holmes

The technology disclosed herein enables user guidance from gaze information obtained while viewing a webpage. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first user and a second endpoint operated by a second user, receiving gaze information indicating a location where the second user is looking relative to a webpage being presented to the second user at the second endpoint. The method further includes determining that the second user has been looking at the location for longer than a threshold amount of time. In response to determining that the second user has been looking at the location for longer than the threshold amount of time, the method includes notifying the first user about the location. Notifying the first user includes a suggestion of a resolution from a previous communication session that achieved positive results.

User guidance from gaze information during a communication session while viewing a webpage

The technology disclosed herein enables controlled access to portions of a communication session recording. In a particular embodiment, a method includes accessing a recording of user communications exchanged between participants over a communication session. The method further includes determining that a first participant subset of the participants is participating over the communication session during a first time and a second participant subset of the participants is participating over the communication session during a second time. A first user included the first participant subset is not included in the second participant subset. Upon receiving a request for the first user to access the recording, providing, to a first endpoint of the first user, a first portion of the recording corresponding to the first time and preventing access to a second portion of the recording corresponding to the second time.

Controlled access to portions of a communication session recording

Co-browsing sessions allow an agent to see inputs of a user and assist the user in completing a task associated with the inputs, such as completing a form on an application or website. Agents may see the information provided by the user, unless that information is sensitive (e.g., social security number, account number, password, etc.), in which case the information is blocked. However, humans will make mistakes for any number of reasons. When that mistake is the providing of sensitive information in a non-sensitive field, systems and methods are provided to block such information, even when provided into a field not designated for sensitive information (e.g., city of residence). As a result, sensitive information may be entered during a co-browsing session, into a field by mistake, and not expose the information to the agent.

System and method to safeguarding sensitive information in cobrowsing session

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Interaction based suitable channel selection for queued customers

The technology disclosed herein enables user guidance from gaze information obtained during a communication session while viewing a webpage. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first user and a second endpoint operated by a second user, receiving gaze information indicating a location where the second user is looking relative to a webpage being presented to the second user at the second endpoint. The method further includes determining that the second user has been looking at the location for longer than a threshold amount of time. In response to determining that the second user has been looking at the location for longer than the threshold amount of time, the method includes notifying the first user about the second location.

Multiple vendors often contribute a portion of their hardware and/or software to a customer to enable a particular feature. When issues occur, a contact center for more than one vendor may be required to perform an action in order to identify a resolution to the issue and apply the resolution. By coordinating multiple contact centers with smart contracts via a distributed leger, rules may be developed for the creation of blocks for notifications, escalations, tasks, and other actions or informational notifications to resolve the issue. Additionally, the blockchain may serve as a permanent record provide a history of actions taken, by whom, and when.

Connecting contact center resources using DLT for IOT solutions

Electronic conferences are a common method of conducting a meeting when the participants are not at the same location. When a conference drops a portion of the audio, such carrying speech from a speaker, participants may be excluded from the full content of the conference. By having a device associated with a speaking participant convey both audio and generated text from the speech provided by the speaking participant, a server may be able to determine that speech is missing from the audio portion and automatically insert text content. As a result, poor audio quality may be mitigated with text and omitting unwanted text when the audio quality is sufficient.

Fault detection and management in a real-time communication

Users often have multiple resource (e.g., devices, accounts, authorizations, permissions, etc.) that utilize or leverage a credential that may become compromised. A stolen mobile device may allow unauthorized access to the device to make and receive calls and potentially expose other resources (e.g., emails, text messages, accounts, etc.). Maintaining all these accounts is cumbersome and error prone. Having a ledger indicating resources that are blocked is provided. Copies of the ledger are maintained by other entities and updates exchanged therebetween. As a result, parties can be quickly notified when a resource should be blocked, or unblocked, if blocking is no longer warranted.

Single point secured mechanism to disable and enable the access to all user associated entities

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay.

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Pune, India

Sandeep Goynar