Embodiments of the present invention provide systems and methods for unlocking and locking enclosures or lockers of a customer service center, for example, responsive to a real-time customer-agent interaction. One disclosed method includes using a remote server to determine a solution to a user request, where the solution includes an identification of a selected locker of a plurality of lockers located at the customer service center, and using the remote server to communicate the selected locker identification and an unlock code to the user via the customer service session of the computer system, where the selected locker includes equipment for the user to satisfy the user request.

A remote assistance controller serves as an intermediary between a user requesting remote assistance and a remote assistor. A remote assistance policy determines what the remote assistor can see or not see on the requestor's computer system, and may additionally determine allowed or disallowed actions by the remote assistor. The remote assistance policy may be defined by the requesting user, or can be a default policy for the remote assistance controller. The remote assistance controller generates views for the requestor and for the remote assistor. When the remote assistor requests an operation on the requestor's computer system, the remote assistance controller checks the remote assistance policy to determine whether the remote assistor is allowed to perform the requested operation. When the requested operation is allowed according to the remote assistance policy, the remote assistance controller allows the requested operation, and refreshes the views for the requestor and the remote assistor.

Customer relationship management (CRM) implemented in a computer system, including establishing by the computer system, upon a first communications contact between a tele-agent and a customer representative, as structure of computer memory of the computer system, a communications session; and administering by the computer system through the communications session across communications platforms a sequence of communications contacts, including the first contact and also subsequent communications contacts, between the tele-agent and the customer representative.

Methods of and devices for automatically reducing and/or eliminating false alarms to the call centers are disclosed. The method of reducing a false alarm notification to a call center can comprise receiving a triggered event notification on a mobile device, requesting a user to unlock the mobile device, and requesting the user to confirm a triggered alarm or dismiss the trigger notification using the mobile device using a non-GUI based user interface.

A tester system described herein enables a user (e.g., a field technician) to efficiently and conveniently upgrade, evaluate and troubleshoot customer premises networks and equipment. The tester system includes a dedicated tester device that is wirelessly coupled to a handheld device. In response to user input, the handheld device remotely controls the dedicated tester device to execute a testing routine to evaluate one or more customer premises wired and/or wireless networks.

Systems and methods of facilitating screen sharing of a user's computing device with a trusted contact are provided. A user may receive directions while driving by calling a friend and initiating a screen sharing support session during which a software application currently displayed on the user's device is transmitted for real-time display on the friend's device. The friend may provide control inputs to be executed by the software application on the user's computing device.

A tester system described herein enables a user (e.g., a field technician) to efficiently and conveniently upgrade, evaluate and troubleshoot customer premises networks and equipment. The tester system includes a dedicated tester device that is wirelessly coupled to a handheld device. In response to user input, the handheld device remotely controls the dedicated tester device to execute a testing routine to evaluate one or more customer premises wired and/or wireless networks.

A tester system described herein enables a user (e.g., a field technician) to efficiently and conveniently upgrade, evaluate and troubleshoot customer premises networks and equipment. The tester system includes a dedicated tester device that is wirelessly coupled to a handheld device. In response to user input, the handheld device remotely controls the dedicated tester device to execute a testing routine to evaluate one or more customer premises wired and/or wireless networks.

The present invention relates to creating personalized user selection of remote video assistants based on the user's recent remote video assistant history. In this regard, once a user logs in to a remote video assistant/assistance system, the invention accesses the user's recent remote video assistant session data (i.e., which video assistants the user previously transacted with) and presents a listing of the video assistants which the user previously interacted with. In specific embodiments, as a means of insuring that the user recognizes the video assistant, an image or video clip is presented along with the listing of previously used to remote video assistants.