Abstract: A method is disclosed for reducing inaccuracies in counts related to communication of messages in a manner that efficiently uses computer resources, including processing power and/or memory. An alert condition pertaining to delivery of a plurality of messages is received. The alert condition specifies a threshold number of dropped or failed deliveries. Based on a first time period elapsing, a first system check is performed. Based on a second time period elapsing, a second system check is performed. The second system check includes, based on a detection that the first message has failed during the second time period, decrementing the count for the dropped queue associated with the plurality of messages and incrementing a count for a failed queue associated with the plurality of messages, and, based on a detection that a second message has been dropped during the second time period, incrementing the count for the dropped queue.

Abstract: Systems and methods for a multitenant computing platform. Original data is generated through operation of a computing platform system on behalf of an account of the computing platform system, and the original data is moderated according to a data retention policy set for the account. The moderated data is stored at the computing platform system. The computing platform system moderates the generated data by securing sensitive information of the generated data from access by the computing platform system, and providing operational information from the generated data. The operational information is accessible by the computing platform system during performance of system operations.

Abstract: A method and system for connecting a communication to a client including at a system bridge, establishing a client subscription connection with a client device; receiving an incoming communication request at the system bridge; publishing an incoming communication notification from the system bridge to the client device; receiving a client communication at the system bridge; and merging the incoming communication request into the client communication at the system bridge.

Abstract: Various embodiments include systems, methods, and non-transitory computer-readable media for managing data. Consistent with these embodiments, a method includes retrieving a control-plane configuration that includes a source identifier and a query; establishing a connection with a source based on a source identifier, the source including a database; executing the query against the database; receiving a data record returned as a result of execution of the query, the data record being associated with metadata; determining that the metadata has changed since a previously-returned data record that is returned in response to a previously-executed query; and causing the data record to be transmitted to a destination in response to receiving the query.

Abstract: A role-based access control method and system provide for receiving a request to provide an access to a resource, identifying a plurality of permissions associated with the request, authorizing the request including determining the plurality of permissions are granted for the identity, generating a serialized token to represent the plurality of permissions, and passing the serialized token to the first service to perform the providing of the access to the resource.

Abstract: A system and method for selecting a client gateway device to establish a path between client devices is provided. A method includes associating a first client gateway device of a first geographic region and a second client gateway device of a second geographic region with a first communication endpoint of a first client device, and associating a third client gateway device with a second client device, wherein the third client gateway device is a gateway of the first geographic region. The method also includes receiving a communication invitation directed to the first communication endpoint from the second client device via the third client gateway device, and responsive to receiving the communication invitation, selecting one of the first client gateway device or the second client gateway device. The method further includes establishing a communication path between the second client device and the first client device via the selected client gateway device and the third client gateway device.

Abstract: A multi-channel message exchange system selects a service provider that is best suited to deliver each individual message for customers of the message exchange system. The message exchange system selects a service provider based on customer criteria provided by the customer, data structures provided by the service providers, quality scores describing performance of the service providers, channels used by the service providers to deliver messages, or any suitable combination thereof. The message exchange system may select the service provider that provides the best combination of quality of service, value, and delivery channel given the customer's specific needs. The data structures may geographic jurisdictions in which the service provider provides message delivery, channels through which the service provider is willing to deliver messages, or any suitable combination thereof.

Abstract: A system and method that includes executing communication processes in an application platform, which comprises on behalf of outside entities, negotiating communications between a set of internal resources and at least one external resource using at least a first communication protocol and a second protocol; capturing internal log information during execution of the application platform; receiving a request to access log information by an outside entity; synthesizing the internal log information of the first protocol and at least a second protocol into a unified communication report; and transmitting the unified communication report.

Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.

Abstract: Methods, systems, and computer programs are presented for searching the content of voice conversations. The conversations are translated into text and analysis of the conversation is performed to identify information in the conversation. The information identified includes turns taking data in the conversation and states identified within each state. A powerful user interface (UI) is provided to review the conversations and add annotations that tag the different turns. Additionally, parameter values are extracted from the text. A powerful search engine is provided with multiple search options, such as searching for text, searching by state within the conversation, searching by parameters extracted from the conversation, or a combination thereof.

Abstract: A system and method for facilitating contextual communications that includes creating a contextual resource that is initially associated with at least at first communication session; receiving an incoming communication request and establishing a second communication session; associating the second communication session with the contextual resource; setting contextual information of the contextual resource; performing at least one contextual communication action.

Abstract: An application platform system and method. A data synchronization instance manages a reference state object for a data synchronization system (DSS) account. A first local state object is stored at a first application system. The first application system receives update notifications provided by the DSS. A second local state object is stored at a second application system. The second application system receives update notifications provided by the DSS. An application instruction of the first application system is transformed into a state update, and the first local state object is modified to include the state update. The state update is provided to the DSS via a local update notification. The reference state object is modified to include the state update. The state update is provided to the second application system via a reference update notification. The second local state object is modified to include the state update.

Abstract: A method of resolving an identity of an entity is disclosed. Entity data is ingested. Identity fragments observed in the entity data are recorded. All or a subset of identifiers that are connected across the identity fragments are discovered. A directed graph of the identity fragments is built. An entity profile is produced by applying a set of rules to the directed graph.

Abstract: An example method of selecting message routing providers based on message delivery data reported by multiple customers includes: identifying a plurality of message routing providers serving a specified destination network; receiving, from a plurality of message originating entities, message delivery data reflecting message delivery by the plurality of message routing providers to the specified destination network; estimating, based on the message delivery data, for each message routing provider of the plurality of message routing providers, a corresponding message conversion rate reflecting a likelihood of successful message delivery by a respective message routing provider to the specified destination network; receiving one or more messages from a message originating entity that has not provided at least part of the message delivery data; and identifying, based on message conversion rates for respective message routing providers, one or more message routing providers for routing the one or more messages to t

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for verifying an incoming communication. A recipient client device receives an incoming communication including an identifier identifying a second client device as having initiated the incoming communication. A verification service installed on the recipient client device queries a call placement service directory based on the first identifier. The call placement service directory maintains a listing of identifiers for client devices and corresponding communication providers that manage the identifiers. The call placement service directory returns information identifying the communication provider that manages the identifier. In turn, the verification service transmitting a request to the communication provider to confirm whether the second client device initiated the incoming communication.

Abstract: A system and method of a telephony application platform can include receiving a communication session request specifying a destination endpoint, connecting the communication session through a first application module according to the destination endpoint, receiving an instruction to transition communication control to a second application module, transitioning communication control of the communication session to the second application module, independently metering resource usage of the communication session of each application module, and accounting the metered usage of the communication session.

Abstract: Systems and methods for message delivery prioritization that can include receiving, via an application programming interface, a messaging request of an entity to transmit one or more messages to a plurality of users, selecting one or more message transmission options based on message-associated delivery attributes, and causing the one or more messages to be transmitted to the plurality of users using the selected one or more message transmission options.

Abstract: Various embodiments include systems, methods, and non-transitory computer-readable media for managing data. Consistent with these embodiments, a method includes retrieving a control-plane configuration that includes a source identifier and a query; establishing a connection with a source based on a source identifier, the source including a database; executing the query against the database; receiving a data record returned as a result of execution of the query, the data record being associated with metadata; determining that the metadata has changed since a previously-returned data record that is returned in response to a previously-executed query; and causing the data record to be transmitted to a destination in response to receiving the query.

Abstract: Methods, systems, and computer programs are presented for classifying information in conversations and extracting information from the conversations. An Engagement Intelligence Platform (EIP) analyzes transcripts of conversations to find different states and information associated with each of the states (e.g., identification that the interest rate was quoted, and the quoted value of the interest rate). The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs. Further, the EIP extracts data from the conversation (e.g., the interest rate is “3%”).

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for message routing optimization. The message routing optimization system receives requests to transmit messages to recipient devices. The message routing optimization system determines whether to allocate the messages to an optimal routing provider or a secondary routing provider. The message routing optimization ranks the set of routing providers based on a conversion rate index and determines the optimal routing and secondary routing providers based on the ranking. The message routing optimization system allocates messages to the selected routing providers to be delivered to their intended recipients.