Abstract: Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.

Abstract: A method for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device aggregated data for a sliding interval including N+1 contiguous panes ordered from 0 to N, where N is greater or equal to 1; updating by the computer device the aggregated data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; monitoring for expiration of one of the panes; and in response to determining that the one of the panes has expired, reporting the aggregated data for the sliding interval to a client.

Abstract: A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.

Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel.

Abstract: A call center (CC) generator includes generator software (GSW) executing on a computerized appliance from a machine-readable physical medium, an input interface for receiving a CC configuration, access to a data repository storing CC software components, a function relating configuration parameters to individual ones of the stored CC software components, and an output interface for delivering a CC SW suite. The CC generator, executing the GSW, considers the CC configuration, applies the relating function, selects CC software components to copy from the data repository, and builds the CC SW suite for output.

Abstract: The present invention provides a method and apparatus for encoding applications in an image. One embodiment of the method includes forming a first image that encodes information indicative of a map relating one or more pixel patterns to functionality implemented by a processor-based device. The first image is formed so that the processor-based device can decode the information to generate the map. The method also includes forming a second image that includes the pixel pattern(s). The second image is formed so that the processor-based device can detect the pixel pattern(s) and implement the functionality using the map.

Abstract: A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices.

Abstract: A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.

Abstract: A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.

Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.

Abstract: A method for displaying context information on a user device, the method includes: identifying a triggering event associated with a contact; identifying a user associated with the user device; identifying a personalized configuration profile is based on at least one of an attribute of the contact attribute or an attribute of the user; identifying the context information associated with the personalized configuration profile; and retrieving the context information for displaying on the user device.

Abstract: A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.

Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.

Abstract: A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.

Abstract: An apparatus has a processor and a memory, the memory storing instructions that when executed by the processor, cause the processor to schedule a communication between a contact center and a communication device associated with a user, prompt the user to configure a geographic location for the communication device, track geographic location for the communication device, and initiate the communication in response to determining that the geographic location of the communication device appliance is the configured geographic location.

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

Abstract: A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.

Abstract: A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate server connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software.

Abstract: An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availability of a resource access point, and a data store for storing client information about media types available to the client and historical information about success of past use of those media types. In a preferred application, the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, and wherein the system selects a media channel or channels for certain events in queue that are not pre-dedicated as specific media type events but are generated outbound or internal proactive contact events.