Abstract: Techniques for data matching in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for data matching in a contact center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, an interaction event time associated with a historical contact interaction; determining, by the at least one computer processor, an outcome event time associated with a historical contact interaction outcome; analyzing, by the at least one computer processor, the interaction event time and the outcome event time to determine a correlation; and matching, by the at least one computer processor, the historical contact interaction with the historical contact interaction outcome based on the correlation.

Abstract: Systems and methods for processing an audio signal include an audio input operable to receive an input signal comprising a time-domain, single-channel audio signal, a subband analysis block operable to transform the input signal to a frequency domain input signal comprising a plurality of k-spaced under-sampled subband signals, a reverberation reduction block operable to reduce reverberation effect, including late reverberation, in the plurality of k-spaced under-sampled subband signals, a noise reduction block operable to reduce background noise from the plurality of k-spaced under-sampled subband signals, and a subband synthesis block operable to transform the subband signals to the time-domain, thereby producing an enhanced output signal.

Abstract: A method for managing a communication call between a caller communications terminal and a called communications terminal. The caller communications terminal has a permanent main call identifier and at least one recorded temporary secondary call identifier, in association with the main call identifier, in at least one communications management device. When the caller communications terminal initiates a communication call to the called communications terminal from the secondary call identifier, such a method implements: sending, to the called terminal, a notification including at least the main call identifier, the secondary call identifier and at least one piece of identification information of a user of the calling terminal associated with said secondary call identifier; and routing the communication call to the called terminal in using the secondary call identifier.

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.

Abstract: One or more audio data is received. An expected bitrate of the one or more audio data is determined. An input bitrate of the one or more audio data is determined. An R value using the expected bitrate and the input bitrate is determined. The R value is compared to an R threshold.

Abstract: Call routing technology can route a current call from a person based on an analysis of call data related to a prior call from the same person. For example, based at least on a customer satisfaction score determined from call data related to a prior call, a call routing server can identify one or more persons to whom a current call from the same person should be routed. Next, the call routing server can route the current call to one of the identified customer service representatives.

Abstract: Systems and methods for establishing call connection in response to user action, the method including receiving a first user action from a user associated with making a call connection, wherein the first user action comprises any of copying at least part of a phone number, pasting at least part of the phone number, or inputting at least part of the phone number. The method also includes determining one or more call recipients based on the first user action. The method also includes establishing one or more silent call connections based on the determined one or more call recipients, wherein each of the one or more silent call connections comprises a call connection with a predetermined parameter so that there are no incoming call indicators on one or more devices associated with the one or more call recipients.

Abstract: Methods and apparatuses for managing spoofed calls to a mobile device are described, in which the mobile device receives a call transmitted over a cellular or mobile network. The call may include a set of information associated with the network, such as a geological location of a device that generated the call, a hardware device identifier corresponding to the device, an internet protocol (IP) address associated with the device, or a combination thereof. The mobile device may determine whether the call is spoofed or genuine based on the set of information. Subsequently, the mobile device may assist a user of the mobile device to manage the call, such as blocking the call from reaching the user, informing the user that the call is spoofed, facilitating the user to report the call as spoofed to an authority and/or a service provider of the network.

Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.

Abstract: A system and method for monitoring behavior of voice agents in a simulated environment of voice-based call center to route a call. It includes a set of models and wearable devices to estimate and analyze cognitive load and emotional state of a voice agent which are obtained using wearable devices in the real time. It collects physiological signals from the voice agents and analyze them along with skill-set profiles of the voice agent to identify best suited voice agent based on agent-customer matching score obtained using skill-set profile analysis, cognitive load and a predicted emotive state of the voice agent. It may assist the voice agent in call if the cognitive load of the voice agent raises beyond predefined threshold using brain computer interfacing.

Abstract: A method, a computer program product, and a computer system determine when to transfer a communication session from an agent to a bot. The method includes monitoring the communication session between the agent and a user. The method includes determining a continuing utility value indicating a predicted continuing cost to maintaining the communication session with the agent. The continuing utility value is indicative of a predicted continuing benefit to maintaining the communication with the agent. The method includes determining a transferring utility value indicating a predicted transferring cost to transferring the communication session from the agent to the bot. The transferring utility value is indicative of a predicted transferring benefit to transferring the communication session from the agent to the bot. The method includes, as a result of the predicted transferring benefit being greater than the predicted continuing benefit, transferring the communication session from the agent to the bot.

Abstract: A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein. The computerized method receives a request for service and in response may operate an orchestration engine. The orchestration engine derives contact related information from the communication channel to yield at least one contact attribute and according to a preconfigured set of rules and the agent's availability state, perform attribute-based routing of the request for service to one or more agents and designate a primary agent to handle the request for service and one or more agents as secondary agents. once an interaction between the one or more agents and the contact has commenced the computerized method sends information related to the handled request to the one or more designated secondary agents' and enable them to participate in the interaction via a display.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for sending an outbound communication to a party to generate an inbound communication from the party for a contact center. An expected response time is derived identifying a time the inbound communication is expected to be received from the party after sending the outbound communication to the party. In particular instances, an agent is identified who is expected to be available at the expected response time to handle the inbound communication when it is received by the party at the contact center. In addition, the content of the outbound communication may be composed to identify the agent to the party. Accordingly, the outbound communication is sent to the party so that the inbound communication can be routed to the agent upon being received.

Abstract: An agent queuing system implemented without relying on a private branch exchange. The queuing system can be cloud-based and routes calls to agents, for example, through a first-in/first-out (FIFO) queue. Clients are assigned a unique number that identify one or more queues. When a call is received, a database maintains the unique number that was called and the associated company information is retrieved, along with any queues allocated for their company. A call is placed to the next available agent from the selected queue. A recording is played to the agent identifying the queue the call is arriving from and the agent is prompted to accept the call. If the call is accepted, the agent is taken out of the available agent pool for the duration of the call. The call can be routed without exposing the phone numbers of the caller or agent involved in the call.

Abstract: A universal phone number service and method of providing a universal phone number service that allows a user to receive phone calls on any phone service with a single phone number. A telephone is disclosed that is associated with more than one phone number and a universal phone number, wherein any phone call placed to the universal phone number results in the call being completed to the telephone regardless of the service associated with the more than one phone number.

Abstract: Techniques are described for generating metric(s) that predict survey score(s) for a service session. Model(s) may be trained, through supervised or unsupervised machine learning, using training data such as communications from previous service sessions between service representative(s) and individual(s), and survey scores provided by the serviced individual to rate the session on one or more criteria (e.g., survey questions). The model(s) may be trained to output, based on an input session record, metric(s) that each correspond to a survey score that would have been provided by the individual had they completed the survey. The model may be a concatenated model that combines a language model output from a language classifier recurrent neural network, and an acoustic model output from an acoustic feature layer convolutional neural network. Individuals can be clustered according to the metric(s) and/or other factors, and the cluster(s) can be employed for routing incoming service requests.

Abstract: Disclosed is a precision queuing (PQ) system that automatically and dynamically revises the values of precision queue step rules (PQSRs) with customizable thresholds based on current contact center conditions such as varying hours of operation and number of agents available.

Abstract: A dynamic communication management system manages the exchange of phone-based communications between devices using dynamically determined routing data. The routing for the phone-based communications can be dynamically determined such that certain identifying information is provided to destination devices instead of the identifying information that would be provided without the services of the dynamic communication management system.

Abstract: A mechanism is described for facilitating wind detection and wind noise reduction in computing environments according to one embodiment. An apparatus of embodiments, as described herein, includes wind detection logic to detect wind associated with the apparatus including a wearable computing device, wherein the wind is detected based on samples from multiple microphones and extraction and use of multiple features including spectral sub-band centroid (SSC) features and coherence features; and decision and execution logic to reduce wind noise associated with the detected wind.