Abstract: A communication system, method, and computer-readable medium therefor comprise a media server configured to receive a plurality of audio streams from a corresponding plurality of client devices, the media server including circuitry configured to rank the plurality of audio streams based on a predetermined metric, group a first portion of the plurality of audio streams into a first set, the first portion of the plurality of audio streams being the N highest-ranked audio streams, group a second portion of the plurality of audio streams into a second set, the second portion of the plurality of audio streams being the M lowest-ranked audio streams, forward respective audio streams of the first set to a receiver device, and discard respective audio streams of the second set, wherein N and M are independent integers.

Abstract: Systems and methods are provided for reducing unwanted noise in an electronic audio signal, wherein a computing device having a microphone is configured to receive signals from a sensor on an external device such as a camera, second microphone, or movement sensor. The signals from the sensor are used to identify sound information or characteristics of sounds made by a source of noise, and the audio signal of the microphone is modified to reduce unwanted sounds based on that sound information or based on sounds identified a second audio signal obtained by the second microphone, thereby improving teleconference and video conference audio quality and removing distracting noises from transmitted audio output.

Abstract: A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module.

Abstract: Method starts with processing, by a processor, audio signal to generate audio caller utterance. Processor generates an agent action ranking score associated with the audio caller utterance and determines whether the agent action ranking score is below a minimum threshold. In response to determining that the agent action ranking score is below the minimum threshold, processor generates a transcribed caller utterance using a speech-to-text processor and generates an identified task based on the transcribed caller utterance. Using the transcribed caller utterance and a task-specific agent coaching neural network associated with the identified task, processor generates an ideal response. Processor generates a feedback result and causes the feedback result to be displayed on a display device of the agent client device. Other embodiments are disclosed herein.

Abstract: Quality assurance systems are adapted to facilitate quality assurance of agents working in contact centers. According to at least one example, a quality assurance system may detect a script path employed by an agent through a pitch for at least one call, where the script path is represented by a sequence of agent keypresses associated with respective prerecorded audio scripts, navigations, and dispositions for the pitch. A determination may be made whether the detected script path employed by the agent through the pitch for the at least one call deviates from one or more standard profiles. At least one of the agent who conducted the at least one call or the at least one call may be flagged for further review when it is determined that the at least one call deviates from the one or more standard profiles. Other aspects, embodiments, and features are also included.

Abstract: A residual scaling unit is configured to determine a scaling factor for a residual channel based on an inter-channel mismatch value. The inter-channel mismatch value is indicative of a temporal alignment between a reference channel and a target channel. The residual scaling unit is further configured to scale (e.g., attenuate) the residual channel by the scaling factor to generate a scaled residual channel. A residual channel encoder is configured to encode the scaled residual channel as part of a bitstream.

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Abstract: An integrated voicemail system is described that provides “visual voicemail” that overcomes the shortcomings associated with a user having to dial into a voicemail system and navigate through a menu of options using conventional voice and/or standard DTMF signaling-based browsing capabilities. The visual voicemail instead provides, via a client device of the user's choice, a visual presentation of a user's voicemails along with state information of the voicemails. The visual presentation of the voicemails includes a user interface that allows a user to control or manipulate voicemails from the client device, where the manipulation includes playing, pausing, rewinding, fast-forwarding, deleting, and changing a state of each voicemail. The visual voicemail also eliminates the need for a user to periodically call-in to the enterprise voicemail system in order to check for voicemail messages as the messages can be automatically delivered to the user's client device.

Abstract: A method and system are provided. The method includes identifying content in a telecommunication session between a caller and one or more other parties. The method further includes dynamically personalizing media provided to the caller on a telecommunication device during at least a portion of a subsequent telecommunication session between the caller and at least one of the one or more other parties based on the identified content in the telecommunication session. The telecommunication session occurs prior to the subsequent telecommunication session.

Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for establishing a target handle time (THT) for a communication routed to an agent in a contact center. Specifically, an analytics component is used to detect a keyword in the communication that identifies a reason for the communication. Accordingly, a THT is set for the communication based on the identified reason and a visual representation of the THT is displayed that includes a component decrementing with the passage of time. At some point, the communication is completed and a disposition code is entered for the communication. Accordingly, in particular embodiments, the disposition code is then confirmed to match the reason for the communication to ensure the correct reason was identified and the correct corresponding THT was set.

Abstract: An automotive active brake noise damping system to actively damp braking noise perceivable in the passenger compartment of a motor vehicle comprising a braking system comprising a plurality of braking assemblies associated with wheels of the motor vehicle. The automotive active brake noise damping system comprises a sensory system to sense quantities that allow braking noise perceived in the passenger compartment of the motor vehicle and generated by the braking assemblies during braking to be estimated, an audio system to diffuse sounds in the passenger compartment of the motor vehicle, and an electronic control unit connected to the sensory system and the audio system, and programmed to control the audio system based on the quantities sensed by the sensor system to actively damp the braking noise perceived in the passenger compartment of the motor vehicle.

Abstract: A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.

Abstract: A virtual queuing system includes a server connected to a call center. The call center includes an automatic call distributor and a firewall. The server maintains virtual queues. User interfaces enqueu a call by a user of the call center to the virtual queues via the server. An application programming interface interfaces the user interfaces to the server. A virtual queuing connector module connects the automatic call distributor of the call center to the application programming interface across the firewall of the call center via requests or pulls initiated by the virtual queuing connector module. The virtual queuing connector module and the automatic call distributor are operated inside the firewall. The server, the application programming interface, and the user interfaces are operated outside the firewall. When a call is up, the call is connected as a prioritized call, assigned to a reserved IVR channel, and put through first.

Abstract: The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

Abstract: A computer-implemented method and system for enhancing interaction between a customer and a customer service representative of a company. Data related to the customer is stored and received at a computer operated by the company, wherein the data can include a customer name, a customer address and a customer number. A telephonic interaction is preferably commenced between the customer and the customer service representative and a Web session is preferably commenced on a Web site for a client computer of the customer service representative. At least a part of the data is displayed on a workstation of the customer service representative as a first Web page, wherein the first Web page includes at least one selectable link to a second Web page. At least one selectable link is selected by the customer service representative to display the second Web page.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication from a plurality of treatments supported by the contact center. Here, each treatment includes a set of sub-queues and is applicable to a reason and/or opportunity for conducting a communication with a party. Each sub-queue includes a value range and a plurality of agents assigned to handle communications placed in the sub-queue. Accordingly, in particular embodiments, a communication value is determined for the communication based on a computation specific to the selected treatment and a sub-queue is selected from the set of sub-queues based on the communication value falling within the value range for the sub-queue. The communication is then placed in the selected sub-queue so that it can be connected to an agent assigned to handle communications placed in the sub-queue.

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.