Various embodiments relate to an engagement server and a related method of initiating an engagement between an agent device and a user device based on formed and modified engagement rules. In one embodiment, the engagement server can receive one or more third-party analytic reports and use them to form engagement rules that determine when the engagement server initiates an engagement between the agent device and user device. In some embodiments, the engagement server can also receive user interaction data from the user device to modify engagement rules to fit a particular user. In some embodiments, the engagement server can use the third-party analytic reports and/or user interaction data from a plurality of users to form a statistical model. The engagement server may then use the statistical model to form and/or modify the engagement rules.

Analytics driven engagement

Disclosed herein are systems and methods for managing information management operations. The system may be configured to employ a work flow queue to reduce network traffic and manage server processing resources. The system may also be configured to forecast or estimate information management operations based on estimations of throughput between computing devices scheduled to execute one or more jobs. The system may also be configured to escalate or automatically reassign notification of system alerts based on the availability of system alert recipients. Various other embodiments are also disclosed herein.

Work flow management for an information management system

A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.

Media channel management apparatus for network communications sessions

A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.

Customer care mobile application

The present specification provides, amongst other things, a method and system for navigating content. In an embodiment a portable electronic device is provided having a browser application and a native menu application. The embodiment also includes a network that interconnects a web-server and said portable electronic device. The web-server hosts web pages that include menus and content. The portable electronic device is configured to obtain a schema respective to the web-pages whereby the web-page menus can be generated on the portable electronic device using the native menu application rather than the browser application, thereby permitting navigation of content on the portable electronic device via the native menu application.

System and method for content navigation

A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

System and method for tracking web interactions with real time analytics

Embodiments of the invention are directed to a system and method for routing interactions A method may include receiving a message related to the interaction Text included in the message may be analyzed A destination may be selected for the message based on analysis of the text The message may be routed to the selected destination

Method and system for routing text based interactions

A data provider generates a data encryption key and an identifier, uses the data encryption key to encrypt data, sends the encrypted data and the identifier to a data requestor, and sends the data encryption key and the identifier to a crypto information server The data requestor sends the identifier to the crypto information server to request the encryption key The crypto information server authenticates the data requestor and, contingent on that authentication, sends the data encryption key to the data requestor If a plurality of data instances are captured, then for each instance, a respective data encryption key and identifier are generated

Method and system for secure data collection and distribution

A platform for enabling collaboration of components of a distributed interaction-related loosely-coupled system, and a method thereof are provided. The platform may include a communication medium and interaction-related business services capable of communicating via the communication medium using an interaction management protocol. The platform may include one or more business process management services to create one or more business flows that utilize one or more of said business services.

Interaction-management methods and platform for client-agent interaction-related environments

Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.

Hadas Liberman Ben-Ami

Papers

System and method for tracking web interactions with real time analytics

Method and system for routing text based interactions

Method and system for secure data collection and distribution

Interaction-management methods and platform for client-agent interaction-related environments

Session board controller based post call routing for customer feedback application