Avaya Inc.

Nortel Networks Corporation

Rockstar Consortium US LP

Rockstar Bidco, LP

Apple Inc.

Rpx Clearinghouse LLC

Tony McCormack

Neil O'Connor

John H Yoakum

Paul D'Arcy

Patrick Hession

John Joseph Costello

Joseph Smyth

Michael Hartman

John McGreevy

Shmuel Shaffer

Robert C Steiner

Dawid Nowak

David Skiba

Arik Elberse

Jeffrey D Hodson

Frank McGuire

Nithyaganesh Kirubalaratnam

Desmond Kirrane

Paul Denby

Parameshwaran Krishnan

Navjot Singh

Stephen R Whynot

Thomas Stephen McGuire

Owen Brendan Friel

Gene Masaru Uba

Divakar Kumar Ray

Dara Geary

Andrew J Prokop

Paul Kelly

Peter Flannery

Sean Burke

Siobhán Dervan

James J Hickey

Alan Diskin

Fintan Hynes

Li Fang

Noel Griffin

Arik Elbarse

James Hickey

Joe Smyth

Thomas Howley

John French

David McGlynn

Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.

Interactive contact center menu traversal via text stream interaction

A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

System and method for managing resources of an enterprise

A device, system, and method determines a prioritized location for an automated vehicle to move. The method performed at a contact center includes performing a transaction between an electronic device and the contact center, the transaction including at least one correspondence. The method includes determining location data corresponding to the electronic device, the location data being a location of the electronic device. The method includes determining prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center. The method includes transmitting the prioritized location data to an unmanned, automated vehicle (UAV), the UAV configured to automatically move to a predetermined location based upon the prioritized location data.

Device, system, and method for automated vehicle guidance system

Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.

System and method for guiding agents in an enterprise over aggregated interactions

A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.

Optimal resource and channel selection

Contact center interactive text stream wait treatments are disclosed. A user device initiates a communication interaction with an automated contact center device (ACCD). A text stream comprising a plurality of text components is from the ACCD during an agent wait period. The text components of the text stream are provided for presentation in a display area of a display during the agent wait period.

Contact center interactive text stream wait treatments

Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

Contact center administration via text stream interaction

An automated system of an enterprise is disclosed for managing a communication session with a customer of the enterprise. The automated system includes a monitoring module configured to monitor one or more attributes associated with the communication session. The automated system further includes an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes. The automated system further includes a management module configured to manage allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes.

System and method for managing customer interactions in an enterprise

A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.

Temporary access of a user profile

A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy.

System and method for routing work requests to a resource group of an enterprise

A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.

System and method for selecting agents to improve call routing

A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.

System and method for conversational configuration of applications

Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

Microphone monitoring and analytics

Methods and apparatuses for covert transmission of an assistance request message from a wearable computing device are disclosed. In one embodiment, a wearable computing device receives a covert input and transmits a corresponding assistance request message without presenting an indication that such a request message is being, or has been, transmitted. Thus, a user in an emergency situation, which may worsen if a corresponding perpetrator detects a call for emergency assistance, can use the wearable computer device to send an assistance request message in a covert manner.

Covert transmission of an assistance request message from a wearable device

Growing community of inventors

Galway, Ireland

Tony McCormack