Virtual Hold Technology Solutions, LLC

Ten Digit Communications LLC

Thomas Spencer McCarthy-Howe

Gary George Brandt

Matthew DiMaria

Shannon Lekas

Matthew Donaldson Moller

A system and method for secure storage and management of transitory data, comprising at least a profile manager, a callback manager, a context analysis engine, and a vault manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, which creates a password for accessing the data container, which temporarily stores the data container, which manages data container interactions between the system user and a second user, such as a business enterprise, and which establishes default preferences and creates a default container based upon context content data.

System and method for secure transitory data storage and management

A system and method for a cloud callback platform, comprising at least a profile manager, callback manager, interaction manager, media server, context analysis engine, and context aggregator mechanism, allowing user to call business, agents in contact centers, or other users who are connected a cloud callback platform, and, failing to connect to the individual they called, or by request, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available, and a context summary report is sent to one or more user.

System and method for a cloud callback platform

A system and method for mobile device active callback prioritization, utilizing a callback prioritization engine operating on a user's mobile device for integration through the operating system and software applications operating on the device, wherein the callback prioritization engine intercepts data or voice messages sent to the mobile device, assigns the intercepted messages to a lobby construct, retrieves and aggregates data related to the assigned messages, inputs the assigned data message and aggregate data into one or more machine learning algorithms wherein the algorithms may analyze the input data, the results of the analysis may be used to compute a priority score for the assigned data message, and generates a callback list from the computed prioritization score.

System and method for mobile device active callback prioritization

An intermediary device to enhance and route data messages between end user and contact center agent computing devices in a contact center environment is provided. The intermediary device can be disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device. The intermediary device can include a data message replication mechanism, a data message aggregator mechanism, or a data message analysis mechanism. The intermediary device can receive a data message. The data message replication mechanism can intercept and replicate the data message to generate a replicated data message. The data message analysis mechanism can generate, from the replicated data message, derivative content. The data message aggregator mechanism can combine the derivative content with the data message to create an enhanced data message that can be provided to the contact center agent computing device in the contact center environment.

Intermediary device for data message network routing and enhancement in a contact center environment

An intermediary device disposed in a contact center environment is provided. The intermediary device can receive a first data message. A lobby assignment mechanism can assign the first data message to a default lobby construct, and can obtain, from a contact center agent computing device, an indication of assignment of the first data message to a destination lobby construct that is different than the default lobby construct. The lobby assignment mechanism can link the first data message with the destination lobby construct based on a characteristic of the first data message. The intermediary device can receive a second data message, and can bypass the default lobby construct to assign the second data message to the destination lobby construct based on a characteristic of the second data message and the characteristic of the first data message.

Intermediary device for data message network routing

Systems and methods that enhance or route data messages, for example by optimizing transmission of data packets through a computer network between devices is provided. The intermediary device can receive a data message having a characteristic. A session management mechanism can identify, based on the characteristic of the message and a characteristic of a pre-existing session, a tuple. Based on the tuple, the session management mechanism can modify the pre-existing session to generate a modified pre-existing session that includes the data message. A session lobby mechanism can obtain an indication of the modified pre-existing session and can pool the modified pre-existing session with a plurality of additional sessions. Responsive to a selection received by the session assignment mechanism from a live interaction component of a contact center agent computing device, the session assignment mechanism can provide the modified pre-existing session to a contact center agent computing device.

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West Barnstable, MA, United States of America

Thomas Spencer McCarthy-Howe