Abstract: In one embodiment, the invention provides a method for personalizing a response to an incoming customer communication. The method includes identifying a customer based on an incoming customer communication; selecting a rule applicable to the incoming customer communication, the rule having a destination associated therewith; preparing data to facilitate processing of the incoming customer communication; and routing the call to the destination associated with the selected rule and sending the prepared data to the destination.

Abstract: In one embodiment, the invention provides a method for creating a voice application, the method being implemented by a computer system and comprising generating a graphical user interface comprising a text-to-topic button; receiving first input identifying a location of a text file; receiving second input selecting the text-to-topic button; partitioning content associated with the text file into subjects in response to receiving the second input; and storing information on the partitioning.

Abstract: In accordance with one embodiment, a method for operating a telephonic voice content system is provided. The method, comprises in a non-live agent mode, interacting with a caller by receiving an utterance from the caller, performing a machine selection of voice content to play to the caller based on the utterance, and playing the machine-selected voice content to the caller; and upon receiving a request to speak to a live agent from the caller, switching to a live agent mode wherein a live agent holds a conversation with the caller, and selects voice content to play to the caller based on the conversation; and switching to the non-live agent mode and playing the live agent-selected voice content to the caller.

Abstract: In accordance with one embodiment, a method for operating a telephonic voice content system is provided. The method, comprises in a non-live agent mode, interacting with a caller by receiving an utterance from the caller, performing a machine selection of voice content to play to the caller based on the utterance, and playing the machine-selected voice content to the caller; and upon receiving a request to speak to a live agent from the caller, switching to a live agent mode wherein a live agent holds a conversation with the caller, and selects voice content to play to the caller based on the conversation; and switching to the non-live agent mode and playing the live agent-selected voice content to the caller.

Abstract: In one embodiment, the invention provides a method for creating a voice application, the method being implemented by a computer system and comprising generating a graphical user interface comprising a text-to-topic button; receiving first input identifying a location of a text file; receiving second input selecting the text-to-topic button; partitioning content associated with the text file into subjects in response to receiving the second input; and storing information on the partitioning.

Abstract: In one embodiment, the invention provides a method for accessing data remotely by using a telecommunications network through an internet capable client device. The method comprises providing to a live agent, a desktop control with relevant tools to facilitate an interaction with a caller and maintaining a voice call via a telecommunications network between said live agent and said caller. The method further comprises identifying an endpoint device of the caller and displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device.

Abstract: In one embodiment, the invention provides a method for creating a voice application, the method being implemented by a computer system and comprising generating a graphical user interface comprising a text-to-topic button; receiving first input identifying a location of a text file; receiving second input selecting the text-to-topic button; partitioning content associated with the text file into subjects in response to receiving the second input; and storing information on the partitioning.

Abstract: In one embodiment, the invention provides a method for creating a voice application, the method being implemented by a computer system and comprising generating a graphical user interface comprising a text-to-topic button; receiving first input identifying a location of a text file; receiving second input selecting the text-to-topic button; partitioning content associated with the text file into subjects in response to receiving the second input; and storing information on the partitioning.

Abstract: In one embodiment, the invention provides a method for building a voice response system. The method comprises developing voice content for the voice response system, the voice content including prompts and information to be played to a user; and integrating the voice content with logic to define a voice user-interface that is capable of interacting with the user in a manner of a conversation in which the voice user-interface receives an utterance from the user and presents a selection of the voice content to the user in response to the utterance.