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    Visual engagement using automatically dynamically selected visualization mediums
    2.
    发明授权
    Visual engagement using automatically dynamically selected visualization mediums 有权

    公开(公告)号：US11736611B2

    公开(公告)日：2023-08-22

    申请号：US17460664

    申请日：2021-08-30

    Applicant: Glance Networks, Inc.

    Inventor： Edward F. Hardebeck ,  Deborah Mendez ,  Richard L. Baker ,  Tom Martin

    IPC: H04M3/51 ,  H04L65/1096 ,  H04L65/1076

    CPC classification number: H04M3/5183 ,  H04L65/1076 ,  H04L65/1096

    Abstract: A method and apparatus for visual engagement using automatically dynamically selected visualization mediums is described that will allow visual engagement via visual engagement sessions between customers and agents regardless of the type of application in use at the customer. Calls between customers and agents are implemented using the Public Switched Telephone Network (PSTN) or Voice over Internet Protocol (VoIP), and visual engagement sessions are added to the calls, which enables visual engagement to occur without requiring modification of the manner in which calls are handled (routed) and bridged at the call center. In some embodiments, to enable an agent to see an output of an application client in use by a customer, a visualization system automatically selects one or more types of visualization technology for a visualization session with the customer based on the type of application client in use at the customer.

    Integrating Co-Browsing with Other Forms of Information Sharing
    3.
    发明申请
    Integrating Co-Browsing with Other Forms of Information Sharing 审中-公开

    公开(公告)号：US20150149645A1

    公开(公告)日：2015-05-28

    申请号：US14598919

    申请日：2015-01-16

    Applicant: Glance Networks, Inc.

    Inventor： Deborah Mendez ,  Edward F. Hardebeck ,  Richard L. Baker ,  Claudio Topolcic

    IPC: H04L29/08

    CPC classification number: H04L67/02 ,  G06F3/0484 ,  G06F17/2247 ,  G06F17/30873 ,  G06Q30/016 ,  H04L51/046 ,  H04L65/403 ,  H04L67/141

    Abstract: A co-browse service uses JavaScript to allow a web page shown in a user's browser to be viewed remotely. Updates to the web page are rendered into HTML and forwarded on the co-browse session. Aspects of the web page that should not be visible are specified in a list of masked elements which prevents the JavaScript from transmitting the content of those elements on the co-browse session. A person viewing the web page at the remote location can select objects to have those objects highlighted within the user's browser. Likewise the person viewing the web page may manipulate the objects by selecting objects and entering information into the objects. Updates to the web page are collected and aggregated such that only the most recent updates are forwarded on the co-browse session. Updates that don't affect the DOM, such as hover state, are also transmitted on the session.

    Visual engagement using automatically dynamically selected visualization mediums
    4.
    发明授权
    Visual engagement using automatically dynamically selected visualization mediums 有权

    公开(公告)号：US11115532B2

    公开(公告)日：2021-09-07

    申请号：US16998572

    申请日：2020-08-20

    Applicant: Glance Networks, Inc.

    Inventor： Edward F. Hardebeck ,  Deborah Mendez ,  Richard L. Baker ,  Tom Martin

    IPC: H04M3/51 ,  H04L29/06

    Abstract: A method and apparatus for visual engagement using automatically dynamically selected visualization mediums is described that will allow visual engagement via visual engagement sessions between customers and agents regardless of the type of application in use at the customer. Calls between customers and agents are implemented using the Public Switched Telephone Network (PSTN) or Voice over Internet Protocol (VoIP), and visual engagement sessions are added to the calls, which enables visual engagement to occur without requiring modification of the manner in which calls are handled (routed) and bridged at the call center. In some embodiments, to enable an agent to see an output of an application client in use by a customer, a visualization system automatically selects one or more types of visualization technology for a visualization session with the customer based on the type of application client in use at the customer.

    Visual engagement using automatically dynamically selected visualization mediums
    5.
    发明授权
    Visual engagement using automatically dynamically selected visualization mediums 有权

    公开(公告)号：US10757258B1

    公开(公告)日：2020-08-25

    申请号：US16388446

    申请日：2019-04-18

    Applicant: Glance Networks, Inc.

    Inventor： Edward F. Hardebeck ,  Deborah Mendez ,  Richard L. Baker ,  Tom Martin

    IPC: H04M3/51 ,  H04L29/06

    Abstract: A method and apparatus for visual engagement using automatically dynamically selected visualization mediums is described that will allow visual engagement via visual engagement sessions between customers and agents regardless of the type of application in use at the customer. Calls between customers and agents are implemented using the Public Switched Telephone Network (PSTN) or Voice over Internet Protocol (VoIP), and visual engagement sessions are added to the calls, which enables visual engagement to occur without requiring modification of the manner in which calls are handled (routed) and bridged at the call center. In some embodiments, to enable an agent to see an output of an application client in use by a customer, a visualization system automatically selects one or more types of visualization technology for a visualization session with the customer based on the type of application client in use at the customer.

    Presence enhanced co-browsing customer support
    8.
    发明授权
    Presence enhanced co-browsing customer support 有权

    公开(公告)号：US10827011B2

    公开(公告)日：2020-11-03

    申请号：US15270258

    申请日：2016-09-20

    Applicant: Glance Networks, Inc.

    Inventor： Deborah Mendez ,  Edward F. Hardebeck ,  Richard L. Baker

    IPC: H04L29/08 ,  G06Q30/00 ,  G06F9/455 ,  H04L12/18 ,  G06F3/0482 ,  G06F16/954 ,  H04L12/58

    Abstract: Script on a visitor's browser posts information about the visitor to a presence system. The script may post information such as the URL of the page being viewed by the visitor and any available information identifying the visitor. Agents connect to the presence system to detect visitors on the website. Any identifying information posted by the visitors to the presence system is captured into the agent CRM system to enable the agents to see, within the CRM system, which contacts known to the CRM system are currently on the website. The agent may signal the visitor through the presence system to initiate a co-browse session on which the agent can see the visitor's activities on the website. The co-browse session may be initiated by the agent without requiring the visitor to take action and optionally without the visitor's knowledge.

    Method and apparatus for enabling co-browsing of third party websites
    9.
    发明授权
    Method and apparatus for enabling co-browsing of third party websites 有权

    公开(公告)号：US10404688B2

    公开(公告)日：2019-09-03

    申请号：US15420619

    申请日：2017-01-31

    Applicant: Glance Networks, Inc.

    Inventor： Ellis Oliver Jones ,  Deborah Mendez ,  Richard L. Baker ,  Edward F. Hardebeck

    IPC: G06F21/00 ,  H04L29/06 ,  H04L12/24 ,  H04L29/08 ,  G06F16/904

    Abstract: An agent providing customer support to visitors on a website can co-browse with the visitors as they interact with the website. The agent is provided with a list of authorized third-party domains. Upon selection of one of the authorized third-party domains, an invitation will be sent to the visitor to co-browse with the agent on the website in the unaffiliated third-party domain. Acceptance of the invitation causes a co-browse browser extension to be downloaded to the visitor's browser and redirects the visitor's browser to the website in the third-party domain. The co-browse browser extension contains co-browse script to replicate the DOM of the visitor's browser to the agent so that the agent can view the visitor's browser as the visitor interacts with the website in the third-party domain.

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