| Patent application number | Description | Published |
|---|
| 20100056105 | Securing a Device Based on Atypical User Behavior - A system and method for securing the mobile device applies the rules to determine if an event associated with an application is a secure event. If the event is a secure event, the system applies the rules to determine if the event is authenticated. If the event is authenticated, the event is authorized and the system updates rule data associated with the event and/or other associated events. Updating the rule data allows other associated events to be authenticated. If the event is not authenticated, the system requests authentication from a user. If the authentication is valid, the event is authorized and the system updates the rule data associated with the event and/or other associated events. If the authentication is not valid, the system secures the mobile device. Authorizing the event enables a user to access the application and/or data associated with the application. | 03-04-2010 |
| 20100153171 | METHOD AND APPARATUS FOR FURLOUGH, LEAVE, CLOSURE, SABBATICAL, HOLIDAY, OR VACATION GEO-LOCATION SERVICE - An interaction center system allows an enterprise to manage employees based on geo-location information, other characteristics of the employee, and/or company policies. The interaction center system is able to receive geo-location information about a person. The interaction center system can then identify the person and determine a status associated with the person. An exemplary status is any status for the employee while working with the enterprise or not working with the enterprise. For example, the status may be that the employee is on a furlough, is on vacation, is on leave, has been fired, is subject to a lay-off, is on sabbatical, is observing a religious holiday, or some other status associated with the employee. After determining the person and the status associated with the person, the interaction center system may determine an event rule or grammar that affects this person and deals with the status. | 06-17-2010 |
| 20100235218 | PRE-QUALIFIED OR HISTORY-BASED CUSTOMER SERVICE - System and methods are presented to receive presence information about a customer of an enterprise. The presence information can be geo-presence information, which may be provided by a geo-presence system or by a third party. Information within the geo-presence information can identify the customer. With the identity, personal information about the customer can be retrieved. The personal information can include aggregations or associations of the customer and other people, places, items, etc. From the presence and personal information, the system can inform, direct, or modify interactions with customers. The changes to the interactions can target customers that the enterprise may value more and may be more willing to engage in consumer activity. | 09-16-2010 |
| 20100293543 | VIRTUAL MACHINE IMPLEMENTATION OF MULTIPLE USE CONTEXTS - Methods, devices, and systems for dynamically changing between contexts running simultaneously on a single communication device, such as a mobile communication device. More particularly, each context can be run as a virtual machine on the same communication device and context-related parameters can be used to determine which context or combination of contexts should be applied at a particular time. | 11-18-2010 |
| 20110123015 | SOCIAL MEDIA LANGUAGE IDENTIFICATION AND ROUTING - A communication from a person in a first language is received at a contact center. A social network that the person frequents is searched to determine if the person can converse in a second language. The determination that the person can converse in the second language can be done through text analysis, voice analysis, picture analysis, video analysis, or different combinations of these. Based on the person being able to converse in the second language, the communication is routed differently within the contact center. | 05-26-2011 |
| 20110125550 | METHOD FOR DETERMINING CUSTOMER VALUE AND POTENTIAL FROM SOCIAL MEDIA AND OTHER PUBLIC DATA SOURCES - A system can determine the value of a customer that uses social media. An enterprise can provide an identity of a customer, identities of customers, or a profile of one or more customers. The enterprise can also provide one or more criteria in which to base the customer value calculation. The criteria can include the number of friends for a social media site, the number posts the user creates, the number of responses to the user's postings, the tenor of the user's postings, etc. Resources of information, including historic and current activity on social media sites, public resources, and other sources, are examined to provide a score for each criteria. A customer value score may then be generated from the criteria scores. The value score may then be used to modify the interactions of a contact center with the customer. | 05-26-2011 |
| 20110125580 | METHOD FOR DISCOVERING CUSTOMERS TO FILL AVAILABLE ENTERPRISE RESOURCES - The provided contact center can locate customers that may be willing to buy goods or services, wherein those goods or services may have shelve lives or pending disposal dates. A profile for a customer is created in a dialog data structure; the customer is a likely purchaser of the goods or services. Social media messages are analyzed to determine if a poster is of a type that would be willing to buy a certain product. If the social media user is such a type, the contact center can contact the social media user and offer the product or service to that customer. As such, the enterprise receives a service that quickly locates customers that may be willing to products and allows them to dispose of the products that have certain shelve lives. | 05-26-2011 |
| 20110125697 | SOCIAL MEDIA CONTACT CENTER DIALOG SYSTEM - A communication system for conducting an interaction with customers using social media is provided. The communication system can include a social media gateway and a dialog system. The social media gateway can receive messages from social media networks and translate those messages into a form readable and usable by the dialog system. The dialog system, in turn, accepts the social media messages and associates those messages with one or more dialog structures. A dialog structure includes a set of executable rules that allow the dialog system to automatically respond to the social media message or refer that message to an appropriate human agent. With the social media gateway and the dialog system, the communication system is operable to interact with customers across different social media networks. | 05-26-2011 |
| 20110125793 | METHOD FOR DETERMINING RESPONSE CHANNEL FOR A CONTACT CENTER FROM HISTORIC SOCIAL MEDIA POSTINGS - Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time. | 05-26-2011 |
| 20110125826 | STALKING SOCIAL MEDIA USERS TO MAXIMIZE THE LIKELIHOOD OF IMMEDIATE ENGAGEMENT - Methods and the systems allow a contact center to determine the presence, in near real time, of a user on a social media network. The contact center can receive an identity for a user and associate the user identity with one or more other identities, such as, a screen name, an email, or some other identity that may be used on social media networks. The contact center may then review posts to several social media networks, by several people, to determine one of the posts includes an identity of the user. If one of the posts does include the identity of the user, then the contact center may quickly introduce a human agent to the user on that social media network. As such, by “stalking” the social media user, the contact center is able to engage the customer in near real time or real time communications over the social media network. | 05-26-2011 |
| 20110196714 | METHOD AND APPARATUS FOR OVERRIDING APPARENT GEO-POD ATTRIBUTES - A system and method manage the exchange of information, especially geo-location information, between a customer and an enterprise. A customer can include any person that may enter into a relationship with the enterprise. An enterprise can be any business or organization that may provide goods, services, or be involved in a relationship with a person. The customer and enterprise are involved in a transaction. Thus, the relationship with the person and the enterprise may be temporal in that it will only last for a period of time or only be involved in certain periods of time or may be temporary. The customer is able to provide customer settings. Further, during the transaction, one or more transaction settings may be established by the enterprise and the customer. As such, when the exchange of information occurs, an enterprise server or other system may be able to limit the types of information provided per the customer settings and the transaction settings. | 08-11-2011 |
| 20110200183 | VARIABLE NOISE CONTROL THRESHOLD - An interface allows a simple control to be shared by one or more conference participants. One exemplary embodiment maps complex techniques associated with conference control into a simple control. The control may be a single slider to adjust both the amount of control and the level of aggressiveness to get the best quality in a dynamic and changing environment. Another exemplary type of control would be to use two sliders—one to select and/or aggregate conference control mechanisms, and the other to adjust the aggressiveness of the selected conference control mechanism or aggregated mechanisms. Another exemplary type of control could be a simple rotary dial to emulate the two-dimensionality of two or more sliders. These controls could have the techniques associated with each position dynamically chosen and/or updated, for example, throughout a conference. | 08-18-2011 |
