Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.

Abstract: A computer server system comprises a communications module; a processor coupled with the communications module; and a memory coupled to the processor and storing processor-executable instructions which, when executed by the processor, configure the processor to receive, via the communications module and from a first device, a signal including a request to schedule access to a shared resource within a time window; identify, based on a load projection for the shared resource, at least one time period within the time window for the access to the shared resource; send, via the communications module and to the first device, a signal including the at least one time period and requesting confirmation that a particular one of the at least one time period is acceptable; receive, via the communications module and from the first device, a signal including confirmation that the particular one of the at least one time period is acceptable; determine that a current time has reached the particular one of the at least one ti

Abstract: A method facilitating a cross-channel interaction between a customer and a contact center. The method includes: receiving and conducting a first interaction with the customer; determining a first identifier related to the first interaction; storing, in a database, the first identifier and associating the first identifier with the first interaction; receiving a second interaction from the customer; determining a second identifier related to the second interaction; using the second identifier to check the database to determine if the second interaction is associated with the first interaction; determining, based on the check of the database, that the second interaction is contextually related with the first interaction; and modifying, in response to determining that the second interaction is contextually related to the first interaction, at least one way in which the second interaction is handled by the contact center.

Abstract: A system and method for hybrid callback management with biometric authentication, utilizing a callback cloud and an on-premise callback system, allowing users to be verified via his or her biometrics, and also allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.

Abstract: A method, computing platform, and computer program product are provided for evaluating data quality during a clinical trial. A computing platform receives, for a clinical trial, study design information including a set of parameters and corresponding parameter values related to data quality of the clinical trial. During the clinical trial, the computing platform receives query-related information associated with queries from at least some of a plurality of participants of the clinical trial. The computing platform applies the study design information and the query-related information to at least one trained machine learning model to calculate a predicted data quality score indicating data quality for the clinical trial. At least one suggestion for improving the data quality is determined and the predicted data quality score and the at least one suggestion for improving the data quality are output.

Abstract: In a method for sharing health care information, a computing system of a care receiver receives first data, including a voice message, from a computing system of a caregiver. Based on the first data, the care receiver's computing system determines a notification time associated with the voice message. The care receiver's computing system causes a speaker to generate the voice message at the notification time, and listens for a response from the care receiver. The care receiver's computing system receives, from the care receiver via a microphone at the care receiver's computing system, a voice response message, and sends second data including the voice response message to the computing system of the caregiver.

Abstract: Systems, apparatus, and methods for processing audio signals associated with conferencing devices communicatively connected in a daisy-chain configuration using local connection ports included on each device are provided.

Abstract: A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

Abstract: A method for managing incoming voice calls, the method comprising: receiving audio of a voice call; determining whether the audio of the voice call is computer-generated; and terminating the voice call if it is determined that the audio of the voice call is computer-generated.

Abstract: A system and method for optimizing callback times to increase the success rate of callbacks while managing overflow of calls to alternate sites when callbacks are unsuccessful. The system and method use a pacing algorithm to determine when callbacks are likely to be successful from a preferred contact site, routing to alternate callback sites when callbacks are unsuccessful, and preferences for re-routing back to the preferred site when a callback is successful and the agent with whom the caller has interacted previously is available.

Abstract: A computerized method of managing a robotic telemarketing call includes calling, by an automated robotic telemarketing system, a customer selected from a customer list. The method includes parsing, by a real-time speech recognition module of the automated robotic telemarketing system, a customer statement received from the customer. The method includes determining, by a language intention determining module, a customer purchase intention according to the parsed customer statement. The method includes selecting a sales pitch response corresponding to the determined customer purchase intention. The method includes providing an audio signal including the selected sales pitch response to the customer.

Abstract: A request for a contact center agent interaction is received from a user device associated with a first user. The user device is connected to a virtual waiting room that includes waiting users of a contact center queue. The waiting users include a second user. from the second user A favorable indication of the first user is received from the second user. A position of the first user in the contact center queue is modified based on the favorable indication. Responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, the first user is removed from the virtual waiting room.

Abstract: A local network call handling device is configured to establish multiple concurrent call sessions between local network end devices and an external network. When a prioritized end device attempts to establish a call session, the call handling device may initially determine if a first call session identifier is available. If so, the call session can be established using that first identifier. If the first identifier is in use for a call session of another end device, the call handling device may either use a different call session identifier for the prioritized end device session or may drop a pre-existing call session to free an identifier for use in connection with the prioritized end device.

Abstract: A system and method for enhanced call progress assessment (CPA) utilizing dual-prong analysis, comprising a campaign management console, a data services engine, a traffic shaper, an agent desktop, an optimized CPA service, an auto-dialer with built-in CPA capabilities, and a simple dialer which allows enterprises to process outbound calls in parallel in order to quickly and accurately determine outbound call outcome, a live person or an answering machine or service, which can be used to route outbound calls in an appropriate manner. The system and method utilize a plurality of specialized CPA methods running in parallel to a built-in CPA system to analyze audio stream data associated with an outbound call and uses various entity-specific threshold parameters to determine a call outcome based on the results of the plurality of CPA methods. Such a system and method can provide faster and more accurate CPA using a dual prong approach.

Abstract: In some implementations, an utterance that requests a voice call is received, the utterance is classified as spoken by a particular known user, the particular known user is determined to be associated with a personal voice number, and in response to determining that the particular known user is associated with a personal voice number, the voice call is initiated with the personal voice number.

Abstract: A system and method for callback management, utilizing a callback cloud, a digital ledger, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. The system may comprise callback cloud, that may further comprise a callback manager, a brand interface server, an interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.

Abstract: A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. Companies may provide support over different types of communications channels with different capabilities, such as voice channels and text channels. Instead of implementing different workflows for different channels, a company may separate aspects of the workflow that are common to different channels from aspects of the workflow that are different for different channels. For example, a workflow may be implemented to determine an action in response to a received communication where the action may be used with multiple channels. The action may then be used to select an action implementation that is specific to a channel.

Abstract: Systems and methods for intelligently routing a member of an organization to a single point-of-contact within an optimized, secure network to address all the member's healthcare needs are described. The disclosed intelligent routing configurations transform and process, in real-time, vast amounts of member data to generate aggregated diagnoses and a member score specific to each member's household. The scores, among other things, are used to determine an identification of special needs and an appropriate advocate within the organization to route the member, and its account file containing real-time member and household level data.

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

Abstract: A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.