Cisco Technology, Inc.

Stephen R Quatrano

Michael Paul Lepore

Charles D Cummings

Chris A Shenefiel

Tod Lloyd Famous

Mark Buonanno

Michael Swailes

Ryan J Schuft

Andrew R Cleasby

Jeffrey Anuszczyk

Paul H Kyzivat

Jean Seo

Cun Yong Tan

Steven R Glovin

Brian Carrier

Brian S Gladstein

Daniel L Schauer

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

Systems and techniques facilitate capturing, via a server, a communication between a plurality of participants via computing devices of the participants and utilizing a communication tool associated with the computing devices. The server links the communication to a collaboration thread that is accessible by each participant via a computing device of each participant, where the collaboration thread includes a container object that provides access to stored content associated with each communication linked to the collaboration thread. The server further notifies each participant of the collaboration thread including an indication that the collaboration thread has been revised based upon the linking of the communication to the collaboration thread.

Collaborative group and content management utilizing user activated collaboration threads

A method and system for automatically handling exceptions in a business-to-business transaction. E-commerce internet gateways through which the business-to-business transaction passes are monitored for exceptions. When an exception is detected, an intelligent contact manager automatically determines and then locates the representative(s) authorized to resolve this exception. A unified communication system is then utilized to automatically contact and notify the authorized representative(s) of the exception. A web collaboration system is then utilized to automatically establish a collaboration session between representatives of the business-to-business transaction so that the exception can be readily resolved.

Multimedia B2B opportunity and error detection and resolution engine

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

A proactive call center which detects problems, resolves the problems, and then contacts the customers before customers initiate calls themselves. In the present invention, the workflow process is monitored to ensure that a transaction is completed without problems. If a problem occurs, a call center agent is notified of the problem. The call center agent can then take immediate steps to research the problem, fix the problem, or otherwise find alternative solutions to help ameliorate the problem. The call center agent then contacts the customer to explain the problem and what steps were taken to address the problem. By proactively taking steps to address problems as they occur rather than in response to customer complaints, businesses can maintain goodwill.

Proactive call and contact center system

Systems and methods for collaborating over the Internet (or an intranet) in which two or more parties, such as a user and an agent, can share dynamic content generated by a web site server. Collaboration can be accomplished on live, dynamic pages without imposing a proxy server between user browsers and the web servers. Mechanisms prevent multiple submissions, and filters can be provided to selectively filter versions of a page for different users.

Copy server for collaboration and electronic commerce

The system of the invention provides a collaboration adapter which can be integrated into a web server or a web/application server to allow multiple computer user participants to access a single shared session to an application in a collaborative manner. The system of the invention allows a participant to create a shared session and to associate a participant identity to the shared session as the shared session owner. From thereon, participants can join the shared session and submit requests for application response information to the web server containing the collaboration adapter. In cases where the application response information must be obtained from the application, the invention substitutes participant session identification information in an original participant request with shared session identification information to create an altered request and then forwards the altered request to the application.

Growing community of inventors

Lexington, MA, United States of America

Stephen R Quatrano