Abstract: Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.

Abstract: An already-connected telephone call is conferenced in a seamless manner that is transparent to the call participants, after which one or more additional participants may join the conference. The existing call is preferably moved to a conference bridge responsive to an existing call participant either logging on to a network-accessible user interface (such as a web page or portal-type page) or entering some special key or key combination using the participant's phone (which may be a software application that provides phone-like services). The participant requesting the move may be authenticated, and the authorization of the participant to request the move may be verified, before moving the call.

Abstract: An already-connected telephone call is conferenced in a seamless manner that is transparent to the call participants, after which one or more additional participants may join the conference. The existing call is preferably moved to a conference bridge responsive to an existing call participant either logging on to a network-accessible user interface (such as a web page or portal-type page) or entering some special key or key combination using the participant's phone (which may be a software application that provides phone-like services). The participant requesting the move may be authenticated, and the authorization of the participant to request the move may be verified, before moving the call.

Abstract: A call between a calling party and a called party, one or both of whom may be subscribers to Internet Telephony (IT) services, commences upon the receipt of a call dialed by the calling party to the Plain Old Telephony Service (POTS) number associated with the calling party. A first hub receives the call and routes it to the called party if that party is not an IT services subscriber that is currently on line. If the called party is an IT services subscriber that is on-line, the call is received at an Internet Services Provider serving the called party. The ISP converts the call to an IT format if the call is not already in that format and thereafter delivers the call to the called party.

Abstract: According to one example, a method includes providing an interactive call menu creation service to a client device. The method further includes receiving a first dataset from the client device of an entity via the interactive call menu creation service, the first dataset including a call structure that defines a plurality of communication destinations and destination addresses for the communication destinations. The method further includes, in response to receiving the first dataset, generating a second dataset, the second dataset comprising code for embedding in a webpage to provide an interactive call menu for establishing communication to the plurality of communication destinations. The method further includes sending the second dataset to the client device in response to receiving the first dataset.

Abstract: An electronic apparatus includes a plurality of sound output units. The electronic apparatus includes a detection unit for detecting an object around the electronic apparatus. The electronic apparatus includes a controller for controlling a signal to be output to the sound output unit based on a result of detection by the detection unit.

Abstract: A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.

Abstract: A system and method for providing customer-specific ongoing call center assistance with the aid of a digital computer are provided. A call is received from a caller in a call center and the caller is connected to an agent of the call center. The speech of at least one of the caller and the agent is monitored during the call. A subject matter of the call is determined based on the monitoring. One or more characteristics of the caller are obtained. The agent is identified as being in need of assistance. Expert selection criteria are obtained and weighed based on one or more of the characteristics of the caller. An expert agent is selected using the weighed expert selection criteria and the subject matter of the call. The selected expert agent is patched into the call.

Abstract: A system, method and wireless earpieces for managing power utilized by a pair of wireless earpieces. Ambient light conditions and noise levels in an environment of the pair of wireless earpieces are determined. The low power settings are activated for the pair of wireless earpieces in response to determining the ambient light conditions are below a light threshold or the noise levels are below a noise threshold; signal activity is below an activity threshold.

Abstract: Methods and systems are disclosed that allow entities to set up and send targeted calls and other communications over a network.

Abstract: A system comprising at least one processor; and at least one storage device. The storage device(s) store instructions that, when executed, cause the at least one processor to: prior to enabling output of an audio signal based on an audio data stream, detect, within the audio data stream, an indication of a target sound that corresponds to one of a plurality of sounds that are expected to cause distraction, replace, within the audio data stream, the indication of the target sound with an indication of a replacement sound, wherein the replacement sound is a less distracting version of the target sound, and after replacing the indication of the target sound with the indication of the replacement sound, output the audio data stream.

Abstract: A system or a method may be provided that automatically distinguishes between a hold status and when someone live is talking on the phone. For example, the caller's phone may detect when the call holding has ended and a customer service representative is now actually on the line. The phone may alert the user to pick up the call at that time, such as utilizing a call-back mechanism. In an embodiment, the system may analyze and learn the various call holding music or recordings of call centers. The system may detect when the call holding music or recording ends in a telephone call and may alert the user.

Abstract: A content replacement system detects a start of a content replacement break in a content stream provided to a client device. The system selects one or more of a plurality of content replacement parts. The system computes a retargeting probability for each of the selected content replacement parts, the retargeting probability based on collected information stored in a profile database, the collected information including a number of times that requests for content replacement parts have been associated with a network address and device identifier of the client device. The system modifies a content score of each of the selected content replacement parts by the corresponding retargeting probability. The system ranks the selected content replacement parts based on the modified content scores, inserts one or more of the highest ranked selected content replacement parts into the content stream, and transmits the modified content stream to the client device.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for techniques for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies.

Abstract: A system and method are presented for learning call analysis. Audio fingerprinting may be employed to identify audio recordings that answer communications. In one embodiment, the system may generate a fingerprint of a candidate audio stream and compare it against known fingerprints within a database. The system may also search for a speech-like signal to determine if the endpoint contains a known audio recording. If a known audio recording is not encountered, a fingerprint may be computed for the contact and the communication routed to a human for handling. An indication may be made as to if the call is indeed an audio recording. The associated information may be saved and used for future identification purposes.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system including determining results for a first plurality of contact-agent interactions, determining results for a second plurality of contact-agent interactions, and determining combined results across the first and second pluralities of contact-agent interactions corrected for a Yule-Simpson effect.

Abstract: Embodiments include a method comprising generating, based on receiving audio signals from a sound source and a noise source, (i) a first input signal and (ii) a second input signal; generating, based on the first input signal and the second input signal, an average signal; operating a first phase loop by phase shifting the first input signal to generate a first intermediate signal such that a sound component in the first intermediate signal is substantially phase aligned with a sound component in the average signal; operating a second phase loop by phase shifting the second input signal to generate a second intermediate signal such that a sound component in the second intermediate signal is substantially phase aligned with the sound component in the average signal; and generating, based on the first intermediate signal and the second intermediate signal, an output audio signal that comprises audio signals from the sound source.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for determining whether a call has reached a live party or a machine. Specifically, a call handler that is handling the call analyzes a cadence of the audio of the call while a speech analytics system analyzes the audio of the call to detect one or more keywords over a call leg established between the call handler and speech analytics system. Accordingly, in particular embodiments, the call handler may make a first determination that the call has reached a live party or a machine based on the cadence of the audio and may make a second determination that the call has reached a live party or a machine based on an event received from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call.

Abstract: A computing platform having at least one processor, a memory, and a communication interface may receive, via the communication interface, a first content stream containing status information associated with a customer session. Responsive to receiving the first content stream, the computing platform may generate a feedback request, which is transmitted via the communication interface to a remote client device, causing the feedback request to be displayed on the remote client device. The computing platform may receive, via the communication interface, a second content stream containing information received from the remote client device in response to the feedback request. Responsive to receiving the second content stream, the computing platform may generate and transmit advice via the communication interface to the remote client device, causing the advice to be displayed on the remote client device.

Abstract: A system capable of directing audio output to a portion of a shared acoustic environment. For example, the system may divide the environment into two or more sound zones and may generate audio output directed to one or more sound zones. The system may distinguish between target sound zones and quiet sound zones and may determine a set of global filter coefficients with which to direct the audio output. The system may generate a first set of filter coefficients that increase audio volume in the target sound zones and a second set of filter coefficients that increase a ratio of audio volume between the target sound zones and the quiet sound zones. The system may generate the set of global filter coefficients using a combination of the first set and the second set. The system may also direct audio from multiple audio sources in different directions.