Abstract: A computerized system and method may analyze data representing remotely connected computer systems, which may be for example used by agents as part of their activity and/or routine within a given system or organization, to assess and/or quantify critical factors that may impact the output and/or efficiency for a given agent or a plurality of agents within the system or organization. In a computerized-system comprising one or more processors, and a memory including a data store of agents' data and metrics, embodiments of the invention may collect a plurality of data streams, which may include call and/or chat data and/or metadata; store the data streams in an appropriate database; periodically extract parts of the stored data from the database, and calculate effectiveness scores based on the extracted data; and transmit the calculated scores to potential data utilizers and/or target applications, to be presented via a user interface thereof.

Abstract: A computerized-method for enabling a mode of interaction to support specially-abled needs of agents, via a web-app, in a contact-center. The computerized-method is operating an Application Programming Interface (API) client. The API-client includes receiving credentials from a user, upon login of the user to the web-app and then communicating with an authentication-server for an authentication-service and forwarding the credentials thereto. After successful completion, forwarding the credentials to an authorization-service that is retrieving a preassigned disability role-ID, according to the credentials and transmitting a preassigned disability role-ID in an access-token.

Abstract: Systems and methods for coordinating an impromptu voice meeting in an automated call distribution (ACD) system receive a request to initiate the impromptu voice meeting among a team of agent devices; validate the request to initiate the impromptu voice meeting; generate a meeting contact identifier; commence the impromptu voice meeting between an initiator of the request and each of the available agent devices; link a respective state of the initiator of the request and each available agent device among the team of agent devices, to the meeting contact identifier; set a respective state of each unavailable agent device among the team of agent devices to a next state of the meeting contact identifier; and while the impromptu voice meeting is active, adding, by the processor, each respective previously unavailable device to the impromptu voice meeting as it becomes available.

Abstract: A computerized-method to conduct a staggered maintenance activity based on tenants' prioritization for tenants of a cloud-based Software as a Service (SaaS) platform contact-center, is provided herein. The computerized-method includes operating a Staggered-Maintenance-Activity (SMA) module.

Abstract: A computerized-method for improving queries operation in a multichannel contact center is provided herein. The computerized-method includes: (i) operating a stream processing application for each new query of a customer to store query-related data and to identify one or more queries of the customer in a cloud-contact data store. The cloud-contact data store may have one or more interactions-queue types, when one or more queries have been identified: (a) operating a repetition module on the identified one or more queries of the customer to filter out two or more queries having a common query-topic; (b) operating a Natural Language Understanding (NLU) module on the filtered two or more queries having a common topic to identify two or more identical queries. Each query of the identified two or more identical queries have a unique query identification number; and (c) handling the two or more identical.

Abstract: Systems and methods for a computerized-method for personality based routing for digital contacts are provided. A digital contact can be received from a customer and the customer contact details including phone numbers, emails and/or social media handles can be pulled from a customer database and/or a customer contact details entry can be created. A personality profile can be determined based on the customer contact detail and one or more machine learned algorithms. A prioritized list of available agents can be determined from a plurality of agents based on the personality profile. The customer can be routed to the agent from the prioritized list of agents having the highest priority.

Abstract: A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.

Abstract: A method and system for data synchronization in a multi-tenant data synchronization system is provided.

Abstract: A system and method for rule selection may include using one or more processors in a computer server, for a set of rules, each rule having one or more rule criteria, determining for each rule if the result of an interaction between interaction metadata and the one or more rule criteria includes one or more criteria. For each rule where the intersection includes one or more criteria, a complement result may be calculated between the result of the intersection and the rule criteria; and based on the complement result, wherein if the complement result is null, the rule may be selected.

Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Abstract: A computerized-method for providing an indication as to an availability of a communication-channel type that is used during an interaction with a customer, via a web app is provided herein.

Abstract: A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory-digital-channel type. The computerized-method may include operating an Abandoned-Interactions-Input-Utilization (AIIU) module. The AIIU-module may include: (a) operating an accumulator-module to: (i) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer-module; (b) for each abandoned inbound-interaction of the abandoned inbound-interactions, a. operating the analyzer-module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory-digital-channel type; b.

Abstract: A computerized-method for operating an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements, to maximize capacity of an agent in a contact center by omni session handling, is provided herein. The computerized-method may retrieve one or more interactions from a Customer-Relations-Management database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions to an agent or to a team of agents and then present the agent with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.

Abstract: A computerized-method for reducing wait-time in a multichannel-contact-center is provided herein. For each query that is not resolved by a hot, operating a Channel-Agnostic-Queuing (CAQ) module. The CAQ-module includes: a. selecting a digital-channel-type in a predetermined order; b. operating an aggregator module on the selected digital-channel-type to: (i) identify similar pending queries in a queue-database related to the digital-channel-type: and (ii) aggregate the received query and the identified similar pending queries into a group-of-queries; c. operating a tracker-module on the group-of-queries to identify a query-resolution and to send a notification as to the query-resolution to the customer and to related customers of the identified similar pending queries; and d. when a total-parking-period of the plurality of digital-channel-types is lower than an expected wait-time of the received query and the received query hasn't been resolved, repeating operations a.-c.

Abstract: A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein. The computerized method includes receiving a request for service and in response may operate an orchestration engine. The orchestration engine derives contact related information from the communication channel to yield at least one contact attribute and according to a preconfigured set of rules and the agent's availability state, performs attribute-based routing of the request for service to one or more agents and designates a primary agent out of the one or more agents to handle the request for service, and when the orchestration engine can't find a human agent having a proficiency as defined in the computerized system, the orchestration engine is designates as a primary agent, a bot agent.

Abstract: A computerized-method for redirecting, inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

Abstract: A computerized-method for service monitoring and rate limiting for a service for a request router in a SaaS-platform-contact-center is provided herein. When a service-monitoring-module for a microservice of the SaaS-platform-contact-center is operating and a request-router is in a throttle-mode for a service-of-the-microservice, operating a Tenants Prioritization (TP) module.

Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.

Abstract: Systems and methods for coordinating an impromptu voice meeting in an automated call distribution (ACD) system receive a request to initiate the impromptu voice meeting among a team of agent devices; validate the request to initiate the impromptu voice meeting; generate a meeting contact identifier; commence the impromptu voice meeting between an initiator of the request and each of the available agent devices; link a respective state of the initiator of the request and each available agent device among the team of agent devices, to the meeting contact identifier; set a respective state of each unavailable agent device among the team of agent devices to a next state of the meeting contact identifier; and while the impromptu voice meeting is active, adding, by the processor, each respective previously unavailable device to the impromptu voice meeting as it becomes available.

Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.