System and method for facilitating consumer engagement through a video communication network

A method for facilitating engagement between consumers and agents, the method comprising:

• sending a continuous uplink video stream from a plurality of touchscreen computers to one or more agent computers;
• displaying a button on an idle screen of one of the plurality of the touchscreen computers;
• continuously display multiple uplink video streams from the touchscreen computers at the agent computers;
• detecting an activation of the button displayed on the one of the plurality of touchscreen computers by a consumer;
• sending a notification to the agent computer that a the button on the touchscreen computer is activated by the consumer;
• receiving the notification of activation generated by the one of the plurality of touchscreen computers;
• displaying an indication of the notification of activation from the one of the plurality of touchscreen computers associated with the video stream received from that touchscreen computer;
• detecting selection of one of the video streams on the agent computer by the agent;
• capturing a video stream and establishing a video channel with the one of the plurality of touchscreen computers, in response to detection of notification of activation, and sending the captured video stream as a downlink video stream from the agent computer to the one of the plurality of touchscreen computers;
• displaying the downlink video stream at the one of the plurality of touchscreen computers by changing the mode of the one of the plurality of touchscreen computers from idle to active;
• detecting selection of a further one of the video streams on the agent computer by the agent,
• in response to detection of the selection, terminating the video channel and establishing a further video channel with a further touchscreen computer to send the captured video stream as a downlink video stream from the agent computer to that further touchscreen computer;
• switching the one of the plurality of touchscreen computers from the video display mode to the idle screen;
• switching the further touchscreen computer from the idle screen to the video display mode to display the downlink video stream received from the agent computer.

An agent computer for facilitating engagement between consumers and agents, the agent computer comprising:

• a camera;
• a processor,
• a memory coupled with the processor, wherein the memory comprises processor executable instructions for:
• continuously displaying multiple uplink video streams from the touchscreen computers;
• receiving the notification of activation generated by the touchscreen computers;
• displaying a graphical indication of the notification of activation from one of the touchscreen computers, the graphical indication being associated with the video stream received from that touchscreen computer;
• detecting selection of one of the video streams on the agent computer by the agent;
• in response to detection of notification of activation, capturing a video stream by the camera of the agent computer and establishing a video channel with the touchscreen computer to send the captured video stream as a downlink video stream from the agent computer to that selected touchscreen computer;
• detecting selection of a further one of the video streams on the agent computer by the agent,
• in response to detection of the selection, terminate the video channel and establish a further video channel with a further touchscreen computer to send the captured video stream as a downlink video stream from the agent computer to that further touchscreen computer;
• switching the touch screen computer from the video display mode to the idle screen;
• and
• switching the further touchscreen computer from the idle screen to the video display mode to display the downlink video stream received from the agent computer.