Abstract: Methods and apparatuses to provide telephonic connections to members of a social network. One embodiment includes: identifying a first member connected to a second member in a social network; determining whether profile data of the first member of the social network includes a telephonic reference of the first member; presenting a user interface element to the second member over a data communication network in response to a determination that the profile data of the first member includes the telephonic reference of the first member; and responsive to a selection of the user interface element, initiating a first telephonic connection to the first member using the telephonic reference of the first member and a second telephonic connection to the second member to provide a telephonic connection between the first member and the second member.

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, assess contextual information and adjust an outbound dialer's pacing algorithm based on the assessment thereof. The contextual information may be obtained from sources that are inside the contact center and outside the contact center.

Abstract: A command set and associated capabilities are defined for a speech analytics component (“SAC”) in a call center. The speech analytics component is used to monitor speech of an agent and a remote party on a call for the purpose of determining whether the agent is complying with various call center policies or applicable regulations. The command set allows the call handler to instruct the SAC to load a keyword set into memory for future use, apply the keyword set to an indicated call and for an indicated party, to remove use of the keyword set, and to release the keyword set from memory. This allows the SAC to monitor speech as required for a particular context, which is known to the call handler, but not necessarily by the SAC. In this way, efficient use of the SAC processing resource is obtained for various call contexts.

Abstract: Systems, methods, apparatuses, and computer-readable media for managing and evaluating leads from incoming calls are provided. A first inbound call from a first caller may be received. A first set of information identifying characteristics of the first inbound call may be processed. A second set of information identifying characteristics of the first inbound call may be determined based on the first set of information. A first category may be matched to the first inbound call. A first receiver may be determined. A second inbound call from a second caller may be received. A third set of information identifying characteristics of the second inbound call may be processed. A fourth set of information identifying characteristics of the second inbound call may be determined based on the third set of information. A second category may be matched to the second inbound call. A second receiver may be determined.

Abstract: Embodiments of the invention relate to systems, methods, and computer program products for providing cease and desist call flagging. The system, method, and computer program product are configured to provide a user interface for reporting cease and desist requests associated with a plurality of customers; receive, via user input into the user interface, a cease and desist request associated with a customer having at least one account maintained by an entity, wherein the cease and desist request specifies at least one rule to be implemented when contacting the customer; and automatically terminate contact to the customer on behalf of the entity based at least partially on the at least one rule specified in the cease and desist request.

Abstract: A method of minimizing edge reflections of vibrational waves in a flat panel speaker assembly for a stereo device by characterizing the impulse response of the flat panel and associated components in response to a test signal to produce a cancellation signal, and applying the cancellation signal for each stereo channel to the opposing stereo channel.

Abstract: Technology for connecting a customer with a customer service agent is provided. In one example, a method may include receiving an initial request from a customer to connect with customer service. A connection may be created between the customer and a customer service agent for the customer service. Customer information for the customer may be linked with agent information for the customer service agent for a predetermined period of time. When a subsequent request to connect the customer with the customer service is received within the predetermined period of time, the customer may be connected with the customer service agent using the linking of the customer information with the agent information.

Abstract: A system and method for phone conferencing through an interactive message. Information for a phone conference is received. The interactive message is sent to one or more users specified in the information inviting the one or more users to participate in the phone conference. A response is received including contact information and a time for a user to join the phone conference.

Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.

Abstract: A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.

Abstract: Information about a request from a caller is provided in a customer service call center. In one embodiment, a customer service processor selects an agent based on the type of request and routes the call to the agent. The types of requests including one or more of cancelling all orders by a firm, canceling all orders by a trader, cancelling specific orders by a trader for more than one product, cancelling orders by more than one trader for a specific product, cancelling individual orders, changing the quantity of an individual order, and changing the quantity of a set of orders for a trader or a firm. Statistics may be collected regarding the call and stored for later use in a database.

Abstract: The local address book of a device can be crawled for contact information, which is communicated to an address clearinghouse. The clearinghouse can indicate whether a contact is a participant in a video calling service. If so, an indication can be stored locally indicating that the contact is a participant. Later, during an audio-only call with the contact, an option to escalate the audio-only call to a video call via the video calling service can be presented.

Abstract: A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a conference call and storing the portion of the conference call in memory. The method may also include processing the portion of the conference call to identify at least one segment of interest and adding the at least one segment of interest to an existing work order associated with a third party application. The method may further provide forwarding the at least one segment of interest to a third party computing device.

Abstract: When a two-way call connection state, which is between a customer terminal connected to an outside line-side of a private branch exchange and an operator terminal, is switched to a three-way call connection state, which is among the outside line, the operator terminal, and a supervisor terminal, using conference, in order to send advice or the like to an operator from a supervisor, a transmission line of the outside line, a first transmission line of the operator terminal, a reception line of the operator terminal, a transmission line and a reception line of the supervisor terminal are connected to one of the conference trunks, which has been captured from among the available conference trunks, and a second transmission line of the operator terminal is connected to a reception line of the outside line.

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

Abstract: METHOD AND SYSTEM FOR TELEPHONE COMMUNICATIONS ON THE INTERNET comprising a central server (1) and at least one web page server (2) connected to the Internet (I), with pages accessible from a user's computer (3) to contact with an agent (5) related to the web, and a PBX (7) or private automatic branch exchange connected to the central server (1) as a means for establishing communication. where the central server (1) controls the allocation of a DDI (4) to the web page server (2) by associating it with a unique PIN code (6) in order to establish a communication session, and the PBX (7) manages through the central server (1) and automatically the establishment of the communication between the DDI (4) and the user's telephone (8) that calls said DDI (4) and provides the PIN code (6).

Abstract: An electronic device displays a first row of graphical representations, each corresponding to a context element of a route sequence map of a first user. The route sequence map includes context elements organized in a hierarchical structure, each context element having one or more property values specifying an action to be performed by the server or a link to one or more child context elements in the hierarchical structure. In response to a selection of a first graphical representation from the first row, a first message having at least a first identifier (ID) of the first graphical representation is transmitted to the server. A second message is received from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map. The second row is displayed as a child row to the first row.

Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract: A method of controlling free phone calls places from within a secured premises through an institutional phone system generally includes assigning a unique access identifier to an individual caller upon entry into the secured premises; receiving a destination number front the individual caller within the secured premises, the destination number being associated with a telephone located outside the secured premises; determining if the destination number is a per se free number, and, if the destination number is not determined to be a per se free number: receiving the unique access identifier from the individual caller; validating the unique access identifier; and, if the unique access identifier is valid, processing a telephone call to the destination number.

Abstract: Systems and methods for redirecting incoming phone calls made to a user are disclosed. A system includes a call server configured to receive a phone call. A determination module determines whether to provide the user with an option to route the call to an alternate destination. The alternate destination can include a different user. A destination selection module selects the alternate destination to be provided to the user based on a predetermined criterion. A presentation module presents the alternate destination as an option to the user when the determination to provide the alternate destination option is affirmative. A user input module enables user selection of the alternate destination option. A routing module routes the phone call to the alternate destination when the user selects to redirect the phone call to the alternate destination.