| Patent application number | Description | Published |
|---|
| 20090059090 | REMOTE CONTROL WITH CONTENT MANAGEMENT - A remote control unit includes stored user profiles to facilitate and possibly limit access to media content. In some embodiments, a biometric sensor or smart card reader provides user authentication to access stored user profiles. User profiles are associated with content sets that include content selected for potential viewing by the user. The remote control unit is enabled for bidirectional communication with a set-top box or modem that permits access to media content from a bidirectional service provider network. | 03-05-2009 |
| 20090064220 | Set-Top Box Emergency Alert System Alarm - A customer premises device includes a receiving module, a visual module, and an audible module. The receiving module is configured to receive an Internet protocol emergency alert system message. The visual module is in communication with the receiving module, and the visual module is configured to provide a visual alarm based on the Internet protocol emergency alert system message. The audible module is in communication with the receiving module, and the audible module is configured to provide an audible alarm based on the Internet protocol emergency alert system message. A method for outputting the visual and audible alarms is also disclosed. | 03-05-2009 |
| 20090290690 | SYSTEM AND METHOD FOR PROCESSING MESSAGES - A system that incorporates teachings of the present disclosure may include, for example, a Unified Messaging System (UMS) having a controller to receive one or more voicemail, video, or text messages directed to a subscriber of the UMS, present the subscriber one of a first option to convert one of the one or more voicemail messages received in a first media playback format to a second media playback format, and a second option to transfer at least a portion of one or more of the received voicemail, video or text messages received by the UMS to one of a set top box or digital video recorder. The controller is adapted to detect a selection of one of said options, and execute the selected option. Other embodiments are disclosed. | 11-26-2009 |
| 20100161579 | COLLABORATIVE SELF-SERVICE CONTACT ARCHITECTURE WITH AUTOMATIC BLOG CONTENT MAPPING CAPABILITY - Resolving an issue raised by at least one user includes establishing a contact session over a communication channel for servicing the issue. The Internet is searched for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results. Content obtained from at least one Internet source as a result of searching the Internet using the customized query is restructured to prepare the resolution for the issue. The at least one Internet source from which the content was obtained is updated with the resolution. | 06-24-2010 |
| 20100218214 | INTELLIGENT REMOTE CONTROL - A disclosed remote control, suitable for use with a set top box or other form of multimedia handling device, includes a processor, a user input device, and a display. The user input device and the display are communicatively coupled to the processor. A communication adapter is configured to place the processor in bi-directional communication with the multimedia handling device. The remote control further includes a storage medium that may include a unique identifier of the user and a user profile indicative of the user's channel preferences and viewing permissions. The storage medium may further include software instructions to synchronize the user profile with a corresponding user profile on the multimedia handling device, receive input from the user via the user input device, the input including commands from the user to manipulate the multimedia handling device, and display output on the display screen in response to the user's commands. | 08-26-2010 |
| 20110051918 | Systems and Methods to Redirect Incoming Contacts - Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat. | 03-03-2011 |
| 20110072312 | System and Method to Manage Problems with Network-Based Services - A problem management system can include a system architecture having a first horizontal layer including a plurality of access interfaces, each access interface adapted to receive a problem report from a customer. The problem report indicates that the customer is having a problem with a network-based service of a plurality of network-based services. The architecture also includes a task management domain at the first horizontal layer adapted to obtain a workflow, a problem resolution rule, or any combination thereof, from a second horizontal layer of the problem management system, and provide a diagnostic tool, troubleshooting information, or any combination thereof, via the access interface. The architecture also includes an agent support platform to provide the diagnostic tool, troubleshooting information, a trouble report associated with the customer, a problem history associated with the customer, or any combination thereof, to an agent via another access interface after the customer contacts the agent. | 03-24-2011 |
| 20110093509 | COMMON INTERACTION LOG REPOSITORY WITH ADVANCED CONTENT MANAGEMENT CAPABILITIES - A communication is received at a communications center, from a user initiated via a first interactive session over a first service channel. First interaction data associated with the first interactive session is stored in at least one database, either concurrently with the first interactive session or upon termination of the first interactive session. At least one processor retrieves the first interaction data when a subsequent interactive session is initiated, by either of the user or an agent, via at least one of the first service channel and a second service channel and subsequent interaction data is obtained. | 04-21-2011 |
| 20110116617 | ENHANCED CONTACT CENTER ARCHITECTURE TO SUPPORT AGENT RESOURCE OPTIMIZATION - Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining. | 05-19-2011 |
| 20110131227 | METHODS, SYSTEMS, AND COMPUTER PROGRAM PRODUCTS FOR PROVIDING AN INTEGRATED KNOWLEDGE MANAGEMENT SYSTEM - Methods, systems, and computer program products for providing an integrated knowledge management system are provided. A method includes configuring access interfaces between a knowledge management system and each of respective external domains serviced by a service provider entity. The knowledge management system includes a knowledge engine and a source of information that is local to the knowledge management system. The method further includes configuring access interfaces between the knowledge management system and each of respective access channels serviced by the service provider entity. The method further includes receiving a request for information via a knowledge engine from at least one of the access interfaces, searching one or more knowledge bases for the information and providing a response to the request for information based upon the searching. The access interfaces, knowledge engine, and knowledge management system collectively portion at least a portion of the integrated knowledge management system. | 06-02-2011 |
