Abstract: The present disclosure provides, among other things, a method of managing contacts in a contact center, the method including: receiving a text-based communication from a customer of the contact center; analyzing the text-based communication to determine a relevancy associated with the text-based communication; based on the analysis, determining a relevancy level to assign to the text-based communication; tagging the text-based communication with a relevancy tag that identifies the determined relevancy level; updating a priority associated with assigning the text-based communication to an agent of the contact center based on the relevancy tag; assigning the text-based communication to the agent of the contact center; enabling a machine learning process to analyze a database of text-based communications; and updating a data model used to automatically tag text-based communications with relevancy tags based on the analysis performed by the machine learning process.

Abstract: Managing containerized workloads, such as by Kubernetes, provides a robust and expandable platform. Kubernetes high-availability (HA) mode provides additional safeguards against failure that allows services to be maintained without interruption in the event of a partial system or network failure. However, Kubernetes requires an odd number of master nodes (e.g., three) in order to be able have a quorum and maintain certain operations (e.g., election of a leader). In the event a master node loses functionality, the remaining master nodes are unable to have a quorum. System and methods are provided to convert a worker-only node into a master node in order to reestablish a quorum. Once functionality is restored, the converted master is reverted back to a worker-only node and the restored master, and remaining masters, maintain the quorum.

Abstract: Delivering a transcribed voice message includes detecting receipt of a voice message for delivery to a user, the voice message related to an incoming call for the user; determining a current presence of the user on at least one of a plurality of messaging channels in real time during receipt of the voice message; transcribing the voice message to text in real time; and delivering, in real time, the transcribed voice message to the at least one messaging channel on which the current presence of the user is determined. Delivering the transcribed voice message can also include receiving from the user initial identification of different user accounts, along with authorizations and permissions.

Abstract: Embodiments of the disclosure provide systems and methods for performing a rapid failover in a cloud-based service with reduced interruption of ongoing communications. According to embodiments described herein, independent arbitration between servers can be used to indicate to a load balancer which of two or more servers should be considered the active one. This independent arbitration makes better state of health assessments than simple server failure. The load balancer can be explicitly controlled in this case. The health of individual containers, the completeness of the shadowed state as well as server health itself can be factored into the decision to make one server active over the other.

Abstract: The technology disclosed herein enables user notification of word inconsistencies to indicate session quality. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first participant and a second endpoint operated by a second participant, determining a first number of words spoken by the first participant during a period of time based on sound captured by the first endpoint for inclusion on the communication session. The method also includes determining a second number of the words spoken by the first participant during the period of time based on audio received at the second endpoint via the communication session. Upon determining that an inconsistency exists between the first number and the second number, the method includes notifying at least one of the first participant and the second participant about the inconsistency.

Abstract: The technology disclosed herein enhances security for visually impaired users by presenting haptic notifications to indicate certain input notifications are false. In a particular embodiment, a method includes presenting, from a user system, graphical input elements and presenting a haptic notification. The haptic notification indicates that the next input received after presenting the haptic notification will not be entered by the user system. In response to receiving input of a first input element of the graphical input elements immediately following the haptic notification, the method includes presenting a non-haptic notification. The non-haptic notification falsely indicates the input has been entered.

Abstract: Working from home is becoming more and more commonplace. Ensuring that remote workers are following prescribed data protection measures becomes more important, and challenging. Safe and Secure Remote Working Environment (SSRWE) monitors an environment and determines if a non-compliant element is present. For example, a condition of working from home may be that no notetaking or electronic devices, especially ones comprising a camera, be visible to a system camera capturing the field of view in front of a display. If a non-compliant situation is discovered, the display may be redacted and/or other action taken to protect sensitive information.

Abstract: Providing speech-to-text (STT) transcription by a user endpoint device includes initiating an audio communication between an enterprise server and the user endpoint device, the audio communication comprising a voice interaction between a user associated with the user endpoint device and an agent associated with an agent device to which the enterprise server routes the audio communication; performing a first STT of at least a portion of the voice interaction to produce a first transcribed speech in a first language; concurrent with performing the first STT, performing, by the user endpoint device, a second STT of the at least the portion of the voice interaction to produce a second transcribed speech in a second language different than the first language, and transmitting the at least the portion of the voice interaction and at least the first transcribed speech from the user endpoint device to the enterprise server.

Abstract: The technology disclosed herein attaches to a communications handset cradle to improve accessibility. In a particular embodiment, an apparatus includes a connector for affixing the apparatus to a telephone handset cradle. The apparatus also includes a bottom face with a first sidewall and a second sidewall extending from the bottom face. A distance between the first sidewall and the second sidewall tapers towards the cradle.

Abstract: A method, system, device for improving a user's visual presentation on screen during a communication session including a video portion. The method includes an image capturing device (e.g., a camera) that acquires an image of a local participant during a video communication session, a processing unit that determines a position of the local participant on the screen/within the camera frame, and a control unit that alerts the local participant if an adjustment is necessary to obtain an optimal position, lighting, etc., wherein the optimal position comprises the user's head and shoulders being displayed predominantly on the screen.

Abstract: Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying behavior of a bot or an agent during the communication session in response to the data. Systems and methods include modifying dialog of a bot, or a script of an agent, and modifying a control flow for the communication session. Optimizing a contact center includes adjusting a workload of an agent associated with the communication session.

Abstract: Embodiments of the disclosure provide a method of operating a contact center. In some embodiments, the method includes receiving a call from a customer communication device, transitioning the call from a voice domain into a digital domain, and enabling the contact center to interact with the customer communication device in at least the digital domain after the call has been transitioned from the voice domain into the digital domain.

Abstract: Customer-agent interactions are often essential to provide services, such as to resolve issues. Methods and systems are provided to enable an artificially intelligent (AI) agent, such as a neural network to annotate a communication, such as a communication comprising a video stream. The AI may determine the subject of an issue and/or an issue to be resolved as a candidate resolution, which may further comprise annotations provided to the video stream. As a benefit the resolution, with annotations may be provided to the agent for subsequent processing and/or the customer.

Abstract: Co-browsing sessions allow an agent to see inputs of a user and assist the user in completing a task associated with the inputs, such as completing a form on an application or website. Agents may see the information provided by the user, unless that information is sensitive (e.g., social security number, account number, password, etc.), in which case the information is blocked. However, humans will make mistakes for any number of reasons. When that mistake is the providing of sensitive information in a non-sensitive field, systems and methods are provided to block such information, even when provided into a field not designated for sensitive information (e.g., city of residence). As a result, sensitive information may be entered during a co-browsing session, into a field by mistake, and not expose the information to the agent.

Abstract: The technology disclosed herein enables remote control of an endpoint via a media channel of a real-time telecommunication session in a manner that can use standard media encoding and transmission methods. In a particular embodiment, a method includes, in a first endpoint operated by a first user, receiving text from a second endpoint over a text channel of a real-time communication session established between the first endpoint and the second endpoint. The text channel enables exchanging text-based user communications between the first endpoint and the second endpoint during the communication session. The method includes determining that a text transmission from the second endpoint includes a control instruction for the first endpoint and complying with the control instruction.

Abstract: The present disclosure provides a communication system and method, among other things. As a non-limiting example, the method includes receiving a call from a caller, parking the call, and while the call is parked, determining a paging target for the call. The method may further include paging a first target area in an attempt to summon the paging target to retrieve the parked call. The method may further include paging a second target area in an attempt to summon the paging target to retrieve the parked call, receiving a response from the paging target, and based on the response received from the paging target, connecting the paging target with the caller.

Abstract: Container orchestration platforms, such as Kubernetes, automatically manage the execution of applications in containers on host computing systems. An application may include component applications that execute in different containers and a container orchestration platform may organize the containers for those component applications into a pod for the application. To spread the load for the application, the container orchestration platform may enable creation of more than one pod for a single application. Once created, any of the multiple pods may be selected to handle a request to the application. As such, all of the pods are considered active by the container orchestration platform.

Abstract: The technology disclosed herein enables automatic selection of a service partner to handle a service ticket over a conference session facilitated by a conference system. In an embodiment, a method provides, in a partner selection system, selecting service partners from a plurality of potential service partners based on a first service ticket and partner information about the service partners. The method further provides transferring an invite to the service partners to join a conference session with the partner selection system, wherein the invite describes the first service ticket and, after establishing the conference session with a first endpoint of a first service partner of the service partners, receiving first bid information in real-time over the conference session from the first endpoint. Also, the method provides selecting the first service partner based on the first bid information and transferring a selection notification to the first service partner over the conference session.

Abstract: Systems and methods of the present disclosure include receiving, with a processor of the first user device, a first image from a first camera, receiving, with the processor, a first live video stream from a network location, generating, with the processor, a live image in real time, by superimposing a portion of the first live video stream received from the network location on to the first image received from the first camera, and displaying, with the processor, the generated live image.

Abstract: The present disclosure provides, among other things, a method of managing a wrap-up time in a contact center, the method including: receiving, by an agent of the contact center, a communication having a variable associated with the communication; receiving an input from a source external to the contact center; determining that the variable is related to the input; based on the relation of the variable to the input, determining an updated wrap-up time; storing the updated wrap-up time and the input in a database including timing variables; enabling a machine learning process to analyze the database; providing the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and updating a data model used to automatically determine wrap-up times based on the analysis of the machine learning process.