A computer-implemented method of sharing a screen amongst at least two users participating in a real-time communication and collaboration session via a communication network can be configured so that a screen displaying a first content can be shared by a user of a first client so as to be displayed at at least a second client used by a second user. Embodiments of the method can include receiving, at a control unit for controlling the communication and collaboration session, coordinates specifying the position of an intended item of the first content of the shared screen and receiving, at the control unit, a screenshot of the intended item and a predetermined surrounding area as a sample picture or as sample pixels.

The present disclosure provides a number of techniques for enhancing a user's experience when joining teleconference sessions. When multiple users join a teleconference session using separate devices, a system identifies devices that are co-located. The co-located devices are identified by the use of a combination of data including, but not limited to social signals, audio signal and other location data. At least one device of the co-located devices, has a first control set for controlling a teleconference session and other devices of the co-located devices have a second control set for sharing content. The at least one device also has one set of streams and the other devices see a subset of those streams or other streams based on an activity level. In addition, the present disclosure provides a number of techniques for enabling users to use multiple devices to share content.

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.

The present application includes a method and system for multi-channel interaction. A communication session is initiated between a customer service representative (CSR) and an end user. Multi-channel communication is used between the end user and the CSR. The multi-channel communication includes at least voice and data. Information is presented to the end user via a user interface, and the user can confirm the accuracy of the information using the user interface.

Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

An interactive whiteboard appliance includes the capability to integrate and manage, in a user-friendly manner, interactive electronic whiteboard sessions and videoconferencing sessions between the interactive whiteboard appliance and one or more client devices. An application manager executing on the interactive whiteboard appliance manages an interactive whiteboard application and a collaboration client executing on the interactive whiteboard appliance to maintain a videoconferencing session window on top of an interactive whiteboard session window during videoconferencing sessions. The application manager also provides graphical user interface controls displayed on the interactive whiteboard appliance that allow users to initiate and manage interactive electronic whiteboard sessions and videoconferencing sessions, including switching between interactive electronic whiteboard sessions and videoconferencing sessions. The approach may be implemented on interactive whiteboard appliances that are not natively configured to allow users to select and/or switch control between an interactive whiteboard session window and a videoconferencing session window.

Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

An electronic meeting tool and method for communicating arbitrary media content from users at a meeting includes a node configuration adapted to operate a display node of a communications network, the display node being coupled to a first display. The node configuration is adapted to receive user selected arbitrary media content and to control display of the user selected arbitrary media content on the first display. A peripheral device adapted to communicate the user selected arbitrary media content via the communications network is a connection unit including a connector adapted to couple to a port of a processing device having a second display, a memory and an operating system, and a transmitter. A program is adapted to obtain user selected arbitrary media content, the program leaving a zero footprint on termination. The user may trigger a transfer of the user selected arbitrary media content to the transmitter.

A text data transmission-reception system includes a plurality of user terminals; a shared terminal; and an information processing apparatus connectable to each of the plurality of user terminals and the shared terminal via a network. The information processing apparatus includes circuitry configured to receive text data transmitted and received between the plurality of user terminals; determine whether or not the text data transmitted and received between the plurality of user terminals includes a request for controlling the shared terminal; and control the shared terminal based on a determination that the text data includes the request for controlling the shared terminal.

A system and method are presented for the addition of content to contact center interactions. An interaction is routed to an agent in the contact center environment. The interaction is routed through one or more providers of embedded client applications. Providers may be a first party, a DSL provider, or a programmatic provider. The provider triggers a user interface which displays one or more specified embedded client applications to the agent and when the agent selects one of the applications, it is asynchronously loaded through an inline frame.