Abstract: An intelligent interface responds to a received order by initiating payment from an electronic wallet. An IP network interface receives requests. From the requests, an order program receives an order destined to a client establishment. A response is generated with payment options from an electronic wallet associated with the source phone number. Selection of one of the payment options in the response causes the order program to process the payment for the order from the electronic wallet and forward the order to the client establishment.

Abstract: Systems and methods for acoustic event detection model selection are disclosed. For example, models may be calibrated utilizing audio samples from sound output by specific audio-output devices. Thereafter, a determination may be made as to which audio-input devices are near a give audio-output device and a model selector may select a model trained to detect an acoustic event produced by the audio-output device. The proximate audio-input device(s) may be configured with the selected model to detect the acoustic event.

Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

Abstract: A method and system for audio mixing in a teleconference using a Session Description Protocol (SDP) and Real-time Transport Protocol (RTP) signaling of audio mixing gain is provided. The method includes receiving an input audio stream from a 360-degree video/audio stream that includes an audio mixing gain which includes audio gain from the input audio stream and audio gain from overlay audio streams, declaring a RTP header extension for the input audio stream using the SDP, the RTP header extension, and signaling the audio mixing gain based on a single attribute of the SDP using the RTP header extension. An element of the RTP header extension may include an element identifier, a length of an extension element, and a magnitude of the audio mixing gain of the RTP header extension. The RTP header extension may use a one-byte or two-byte header extension format which is declared using the SDP.

Abstract: Methods, systems and computer program products for automated learning are provided herein. A computer-implemented method includes authenticating a plurality of users for an automated learning session, wherein the plurality of users correspond to at least one device, and providing the automated learning session for the plurality of users. Providing the automated learning session comprises analyzing a plurality of learning models corresponding to one or more of the plurality of users, determining, based on the analysis, one or more activities to be performed by the plurality of users during the automated learning session, and executing the one or more activities on at least one device.

Abstract: A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent. The pairing module further comprises a contact/agent (C/A) pair selector that functions occasionally read the memory to obtain contact center information and then use the obtained contact center information to pair available agents with available contacts.

Abstract: Disclosed is an AI avatar coaching system based on a free speech emotion analysis for acting for CS managers.

Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.

Abstract: A communication system, method, and computer-readable medium therefor comprise a media server configured to receive a plurality of audio streams from a corresponding plurality of client devices, the media server including circuitry configured to rank the plurality of audio streams based on a predetermined metric, group a first portion of the plurality of audio streams into a first set, the first portion of the plurality of audio streams being the N highest-ranked audio streams, group a second portion of the plurality of audio streams into a second set, the second portion of the plurality of audio streams being the M lowest-ranked audio streams, forward respective audio streams of the first set to a receiver device, and discard respective audio streams of the second set, wherein N and M are independent integers.

Abstract: Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a user interface for each respective remotely-situated client entity, the user interface including a display of communications-based campaigns, interactive voice response (IVR) tools, and data analytics. Moreover, the data communications server provides a display on the user interface which may include selectable components to create for the associated remotely-situated client entity, a customized way for handling incoming data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.

Abstract: An audio signal processing device comprises: a receiver for receiving an input audio signal; a processor for generating loudness metadata corresponding to the input audio signal; and an outputter for transmitting the loudness metadata generated by the processor. The processor is configured to acquire loudness information analyzed from input content, acquires loudness information about the input audio signal by measuring the loudness of the input audio signal, generates the loudness metadata by converting the loudness information, and transmits, through the outputter, the generated loudness metadata to an output device for outputting the input audio signal.

Abstract: Users of a networked communication device may omit updating their availability state, and that of an associated communication device, if the state change is sudden or believed to be of sufficiently short duration. By quickly changing their state, a routing component may more accurately know whether or not a communication routed to the communication device will or will not be answered. By utilizing a camera and gesture processing logic, a user may naturally and quickly update their state without the need to navigate menus or select options with manual, tactile interactions with the communication device.

Abstract: A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, identifying a group of contact center agents as candidates for routing of the interaction, retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction, determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data, determining an occupancy rate of each candidate agent based on the agent performance data, generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent, and signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents.

Abstract: Systems and methods are provided for reducing unwanted noise in an electronic audio signal, wherein a computing device having a microphone is configured to receive signals from a sensor on an external device such as a camera, second microphone, or movement sensor. The signals from the sensor are used to identify sound information or characteristics of sounds made by a source of noise, and the audio signal of the microphone is modified to reduce unwanted sounds based on that sound information or based on sounds identified a second audio signal obtained by the second microphone, thereby improving teleconference and video conference audio quality and removing distracting noises from transmitted audio output.

Abstract: The location of voice prompts within a call waveform is usually conducted by match filtering a snippet of the prompt (approx. 800 ms) to the call waveform. In an enhanced process that can accommodate transmission errors when detecting voice prompts on lower quality transmission lines, a snippet of a voice prompt may be divided into sniplets, typically 100 ms long. The sniplets can be individually detected. If a sufficient number of sniplets are detected within allowed time tolerances, then this subset of detected sniplets can indicate the presence of the snippet, and thus the associated voice prompt.

Abstract: A computer-implemented method and system for enhancing interaction between a customer and a customer service representative of a company. D related to the customer is stored and received at a computer operated by the company, wherein the data can include a customer name, a customer address and a customer number. A telephonic interaction is preferably commenced between the customer and the customer service representative and a Web session is preferably commenced on a Web site for a client computer of the customer service representative. At least a part of the data is displayed on a workstation of the customer service representative as a first Web page, wherein the first Web page includes at least one selectable link to a second Web page. At least one selectable link is selected by the customer service representative to display the second Web page.

Abstract: A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module.

Abstract: A system for measuring effectiveness of a customer service platform comprises a server configured to receive a first set of data related to an interaction between a first person and an automated communication channel, receive a second set of data related to a conversation between the first person and a second person on a call, determine, from the first set of data, a third set of word(s) that describe an intent of the first person to perform a task via the customer service platform, determine, from the second set of data, a fourth set of word(s) that describes an outcome accomplished during the call, calculate a value that describes a similarity between the third set of word(s) and the fourth set of word(s), and determine an effectiveness measure of the customer service platform based at least in part on a comparison of the value with a pre-determined threshold.

Abstract: Providing zip tones for a call includes receiving, by a computer of a contact center, a call-related event for the call; generating, by the computer of the contact center, one zip tone from among a plurality of different zip tones based on the call-related event, wherein the one zip tone is indicative of one or more attributes of the call-related event that are different than other call-related events; transmitting, by the computer of the contact center, the one zip tone to a device associated with a call participant of the call; and requesting, by the computer of the contact center, customization instructions for one or more of the plurality of different zip tones

Abstract: The present disclosure provides, among other things, methods and systems of managing a first channel, including: receiving a request for a communication session on the first channel; determining that a monitored attribute of the communication session has met a first threshold; comparing, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel; and managing a channel change based on the determining and the channel change analysis.