Abstract: A multi-tiered communication system for provisioning a cloud computing system to host a media server. The system includes a data center including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the data center. The system also includes a media server implemented in a cloud computing system. The media server is configured to route an incoming call from one subscriber to another, or in the case of a caller to the data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication.

Abstract: Methods and apparatus for facilitation communication between a customer requesting accommodation of a particular language and an available agent not proficient in the particular language through use of machine translation are disclosed. The method can include receiving a communication request from the customer, including a request that the communication accommodate the particular language. The method can include determining that the contact handling system is unlikely to accommodate the communication request via an agent proficient in the requested language within a threshold time period. The method can include beginning communication between the customer and an available agent not proficient in the particular language using machine translation to facilitate the communication.

Abstract: Methods and apparatus for improving confidentiality of sensitive information received from a customer in a contact handling system including an agent are disclosed. The method can include opening a first connection path between the customer and the contact handling system. The method can include making communication sent by the customer through the first connection path available to the agent. The method can include opening a second connection path between the customer and the contact handling system as the agent and customer communicate over the first connection path. The method can include preventing the agent from accessing communication sent over the second communication path. The method can include receiving sensitive information through the second communication path.

Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media.

Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system are disclosed. The method can include receiving communication from the customer via the first media. The method can include transitioning serially from a first media to a second media. The method can include abandoning the first media during the transition. The method can include receiving communication from the customer via the second media at the contact handling system.

Abstract: Methods and apparatus for facilitation a communication with a customer and a contact handling system are disclosed. The method can include using contact information from a social media network associated with the customer. The method can include receiving a request at the contact handling system to initiate a contact with the customer, the request including information identifying the customer on the social media network. The method can include retrieving contact information associated the customer by way of the social network. The method can include initiating the contact using contact information originating from the social network.

Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system by introducing a slower expected communication rate to the contact are disclosed. The method can include communication via a first media having a first communication rate. The method can include ceasing communication via the first media. The method can include beginning communication via a second media having a second communication rate slower than the first communication rate. The method can further include ceasing communication via the second media and beginning communication via a third media having a third communication rate faster than the second communication rate.

Abstract: Methods and apparatus for automatically prioritizing contacts in a contact handling system for the purpose of monitoring are disclosed. The method can include a plurality of contacts, each contact being associated with a particular agent and a particular customer. The method can include comparing an attribute associated with each contact to a priority factor. The method can include assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute. The method can include presenting a first contact of the plurality of contacts to a supervisor at a supervisor workstation based on the priority assigned each contact. The method can include displaying a representation of the first contact at a display associated with the supervisor workstation.

Abstract: Methods and apparatus for recording agent activity and display information optionally redacting sensitive information from the recorded imagery prior to review by the agent's supervisor in a contact handling system are disclosed. The method can include recording image data displayed to the agent on a visual display during interaction by the agent with the contact media. The method can include audio recordings of what the agent heard and spoke that are combined with the recorded image data to simultaneously display the video and audio to a supervisor for quality assurance in the contact handling system. The method can further include modifying one or more selected pixels of the recorded image data to automatically exclude information from the recorded image data thereby creating redacted image data.

Abstract: A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call from a caller and assigning the caller to a position in an on-hold queue when the caller is placed on-hold by the automated call distribution system. A placeholder for the caller may then be assigned in the on-hold queue when the caller disconnects with the automated call distribution system. The placeholder corresponds to the position of the caller in the on-hold queue and is associated with a caller identifier. The method further includes receiving a second incoming call from the caller and associating the second incoming call with the caller identifier. It is then determined that the caller is associated with the placeholder. The caller is placed back into the on-hold queue at the position of the placeholder.

Abstract: Many of the improvements in contact handling systems which may result from the teachings disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, response to contacts, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein relate to automatically improving company representative performance proficiency, training, incentives, scheduling, ensuring timely customer response, and workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: A multi-tiered communication system for minimizing communication latency for a caller in a remote location who initiates contact with a local data center. The system includes a local data center located in a first location including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the local data center. The system also includes a remote media server located in a second location. The remote media server is configured to route an incoming call from the caller to the local data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. The agent is located in one of the second location or a third location that is substantially closer to the second location than the first location.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, a method for providing training to company representatives is disclosed. Also disclosed is a system for managing work and training of company representatives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses a method for delivering training to company representatives. Also disclosed is an automated customer service and training management system. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses, in part, a method for determining an incentive for a company representative. Also disclosed is a graphical interface enabling a user to control training based incentives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call from a caller and assigning the caller to a position in an on-hold queue when the caller is placed on-hold by the automated call distribution system. A placeholder for the caller may then be assigned in the on-hold queue when the caller disconnects with the automated call distribution system. The placeholder corresponds to the position of the caller in the on-hold queue and is associated with a caller identifier. The method further includes receiving a second incoming call from the caller and associating the second incoming call with the caller identifier. It is then determined that the caller is associated with the placeholder. The caller is placed back into the on-hold queue at the position of the placeholder.

Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: A multi-tiered communication system for minimizing communication latency for a caller in a remote location who initiates contact with a local data center. The system includes a local data center located in a first location including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the local data center. The system also includes a remote media server located in a second location. The remote media server is configured to route an incoming call from the caller to the local data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. The agent is located in one of the second location or a third location that is substantially closer to the second location than the first location.

Abstract: A multi-tiered communication system for provisioning a cloud computing system to host a media server. The system includes a data center including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the data center. The system also includes a media server implemented in a cloud computing system. The media server is configured to route an incoming call from one subscriber to another, or in the case of a caller to the data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication.