Abstract: In one embodiment, the invention provides a method for personalizing a response to an incoming customer communication. The method includes identifying a customer based on an incoming customer communication; selecting a rule applicable to the incoming customer communication, the rule having a destination associated therewith; preparing data to facilitate processing of the incoming customer communication; and routing the call to the destination associated with the selected rule and sending the prepared data to the destination.

Abstract: Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.

Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit an electronic contact requests to an agent continuity service in communication with one or more service agents in order to obtain more information. The agent continuity service may determine whether the user has communicated with an agent previously and, if so, provide the user with the option to communicate with the agent again, should the user desire.

Abstract: A multi-frequency (also known as multiple-frequency) signal, such as a dual-tone signal, can be a repeating signal that indicates a character designated on a keypad. The signal can be processed such that the character is identifiable. This processing can include using first and second-order statistics of the signal to determine an estimated average frequency of the signal. A table can be accessed that lists individual characters of the keypad and specific average frequency values can be associated with the individual characters. The specific average frequency value that is closest to the estimated average frequency can be identified and the character associated with this closest specific average frequency value can be appointed as the character indicated by the signal. Thus, the multi-frequency signal can be classified as communicating the appointed character.

Abstract: A system, method, and computer-usable medium are disclosed for improved processing of calls within an interactive voice response (IVR) system. An inbound call comprising a call origination identifier is received by a call processing module, which uses the call origination identifier to retrieve call record and call processing information associated with a prior call session. The call record and call processing information is processed to determine the state of the prior call session and its point of termination when it was terminated. If the point of termination was associated with a human operator, then the call processing module determines whether the same human operator is available. If not, the user is provided a choice of call session options including being placed in a hold queue until the same or another human operator is available, requesting a return call from a human operator, or selecting another call session process.

Abstract: A system and method for making a VoIP-based and other types of group calls includes a user interface adapted for use by a group call administrator via the Internet, a database manager connected to the user interface, and a database connected to the database manager. In one embodiment of the invention, the group call administrator identifier and one or more group call invitee identifiers is a telephone number. A method includes using call information from the database to initiate conference call connections and an administrator call connection to facilitate a conference call in which the administrators call connections and the participants connections are joined to allow communications between the participants and the administrator.

Abstract: A system and method for making a VoIP-based and other types of group calls includes a user interface adapted for use by a group call administrator via the Internet, a database manager connected to the user interface, and a database connected to the database manager. In one embodiment, the group call administrator identifier and one or more group call invitee identifiers is a telephone number. The server responds to a group call request by initiating a first group call connection and initiating at least one or more second group call connections to join a group call administrator and at least one group call invitee. A method includes using call information from a database to initiate conference call connections and an administrator call connection to facilitate a conference call in which the administrators call connections and the participants connections are joined to allow communications between the participants and the administrator.

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, reward positive agent behavior and performance by providing the agent with rewards and incentives. The rewards and incentives are provided to the agent by altering one or more aspects of the routing logic in the contact center.

Abstract: A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.

Abstract: In one embodiment, a method comprises storing information associated with a conference call that has previously been terminated. The method also comprises obtaining a request to re-establish the terminated conference call, and re-establishing the conference call in response to the request to re-establish the conference call. Re-establishing the conference call comprises using the stored information to set a first set of states associated with the re-established conference call.

Abstract: A method of establishing a communications session for communication of data with respect to a telephony user device and at least one other user device in a data communications network. Communications are conducted with a server system. The communications comprise a client-server connection. Call party details of a telephone call are transmitted to the server system in the communications. The telephone call involves at least the telephony user device, as a first telephony user device involved in the call, and a second telephony user device involved in the call. The call party details including a first identity associated with the first telephony user device and a second identity associated with the second telephony user device.

Abstract: An email client method and server that allow a conference organizer to schedule a conference (e.g., conference call) using a calendar feature found in today's email applications. When the email client is installed to work with the user's email application, an option becomes available to allow access to a conferencing scheduling feature. The server is adapted to receive an incoming conference request via a data message (e.g., email message) and coordinate acceptances to the request. At the time of the conference, the server retrieves a list of conference participants/attendees and their contact information. The server determines whether or not each participant/attendee is a server participant. If the participant/attendee is a server participant, the server will initiate the conference by calling the multiple contact numbers associated with the participant/attendee. Otherwise, the server will call one contact number associated with the participant/attendee.

Abstract: An intelligent virtual service agent implemented on a computer platform with a processor and a memory is assigned a responsibility to automatically interact with different users via different mediums across a communication network when a predetermined characteristic of content provided by the users is identified. Content provided by a user is received over the communication network. The content provided by the user is analyzed to determine whether the content provided by the user possesses the predetermined characteristic. A determined is made, based on the analyzing, that the content possesses the predetermined characteristic. The intelligent virtual service agent is assigned to automatically interact with the user based on determining that the content possesses the predetermined characteristic.

Abstract: An approach is provided for offering communication services supported by a data network and a telephony network. A primary identifier is assigned to a user for access to the communication services, wherein the primary identifier is used by a party seeking to communicate with the user via one of the communication services. The primary identifier is mapped to one of a plurality of secondary identifiers corresponding to the respective communication services. The one secondary identifier is used by at least one of the data network and the telephony network to establish a communication session between the party and the user.

Abstract: Systems and methods are disclosed for conducting an outbound call campaign that involves multiple abandonment rates. In various embodiments, one or more filters are applied to a call list for an outbound call campaign to identify a first sub-list of telephone numbers with a first applicable abandonment rate and a second sub-list of telephone numbers with a second applicable abandonment rate. In particular embodiments, the first and second sub-lists are apportioned into sets of telephone numbers and a predictive dialer places telephone calls based on a first set for the first sub-list while targeting the first abandonment rate over a first particular period of time and, after placing the first group of calls, places telephone calls based on a first set for the second sub-list while targeting the second abandonment rate over a second particular period of time.

Abstract: A system and associated methods for automation and management of trunk routing among switches in a telecommunications network between carriers connected to a third party tandem services provider or manager (a “neutral tandem network.”) The system and methodology can be used to, among other things, effectuate a business model for providing preferred rates, or other preferences, to a defined group of members or subscribers by managing and directing subscriber-associated call traffic from subscriber-owned switches to one or more tandem switches owned by a third-party tandem managing entity other than a LEC or ILEC.

Abstract: Network-based methods and systems transfer caller ID information from a telephony network to an IPTV network. Embodiments integrate service provisioning, subscriber account and policy information between telephony services and IP-based television services. Voice call signaling may be intercepted to retrieve caller ID, caller name information, and other call management information, at the call server in the network to deliver an appropriate notification message to the IP-based TV network at its notification server, which in turn sends a message notification to the called party's TV screen. Call log information may also be retrieved and displayed. SIP call forking and IP multimedia subsystem approaches are described.

Abstract: Exemplary systems and methods for queuing an inbound communication are provided. In exemplary embodiments, the inbound communication is received by a communication server associated with a communication type of the inbound communication. Communication statuses of one or more agents over a plurality of communication types are reviewed to determine available agents. One or more profiles are reviewed to assess applicability of one or more agents to receive the inbound communication, whereby an agent may be applicable to handle more than one inbound communication concurrently as determined by their profile. An appropriate agent is then selected based on the availability and applicability of the one or more agents to which the inbound communication is forwarded.

Abstract: Disclosed are systems and methods to connect a call. The systems and methods provide techniques to receive a call from a caller and determine a calf path for the call. The call path is used to connect the caller to a call path destination. The call path destination may vary depending on factors in addition to the call path, such as, for example, a classification of the caller and a classification of the representative to whom the caller is to be connected.

Abstract: Systems and methods are disclosed for conducting an outbound call campaign that involves multiple abandonment rates. In various embodiments, one or more filters are applied to a call list for an outbound call campaign to identify a first sub-list of telephone numbers with a first applicable abandonment rate and a second sub-list of telephone numbers with a second applicable abandonment rate. In particular embodiments, the first and second sub-lists are apportioned into sets of telephone numbers and a predictive dialer places telephone calls based on a first set for the first sub-list while targeting the first abandonment rate over a first particular period of time and, after placing the first group of calls, places telephone calls based on a first set for the second sub-list while targeting the second abandonment rate over a second particular period of time.