Abstract: A method of providing blockchain wireless services in a controlled environment is provided. The method comprises a wireless communication device associated with an inmate of a controlled environment receiving one of a voice and video call from a device external to the controlled environment. The method further comprises the device placing the received call into a hold state and sending a request for validation of the call via a blockchain, the request identifying at least parties to the call. The method further comprises the device, upon receipt of validation, removing the call from the hold state; and enabling at least one of voice and video functionality for the parties. The method further comprises the wireless communication device sending the request for validation to a telecommunications server and the server conducting real time monitoring of the call. The method further comprises the device continuously recording the call.

Abstract: Exemplary aspects involve a data-communications apparatus or system communicate over a broadband network with a plurality of remotely-located data-communications circuits respectively associated with a plurality of remotely-situated client entities. The system includes a unified-communications and call center (UC-CC) platform that processes incoming data-communication interactions including different types of digitally-represented communications among which are incoming call, and that is integrated with a memory circuit including a database of information sets. Each of the information sets includes experience data corresponding to past incoming data-communication interactions processed by the platform, and with aggregated and organized data based on data collected in previous incoming interactions.

Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.

Abstract: Contact centers often provide a restricted amount of time for agents to perform post-call activities, including identifying and selecting a relevant completion code from a large set of codes. Providing automated systems and methods to identify the relevant code or codes can present a limited number of the codes (e.g., quick release codes) to the agent and/or automatically enter the completion code. When the quick release code is entered, the record of the call is then updated with the code and the communication is terminated as a single step.

Abstract: Systems and methods for automatically assessing a quality of service for agents of a customer support system are disclosed. An example method may include retrieving historical conversations between the agents and users of the customer support system, receiving user comments for one or more of the historical conversations, identifying which of the received user comments includes keywords indicative of one or more quality of service attributes, generating transcripts of historical conversations associated with the identified user comments, training a machine learning model based at least in part on the generated transcripts and the user comments of the historical conversations associated with the identified user comments, providing a plurality of current conversations between agents and users of the customer support system to the trained machine learning model, and generating a behavioral score for each of the agents using the trained machine learning model.

Abstract: Computer program products, methods, systems, apparatus, and computing entities are provided for establishing supplemental communication sessions between a caller and callee of a voice-based telephone call. The supplemental communication sessions may occur via a unique URL generated for a call and provided to a mobile device participating in the telephone call. By accessing the URL, the mobile device user has access to content tailored specifically to the telephone call, such as a dynamically updated indication of a callback time estimate if the mobile device user requested a callback when a representative of a third party is available to participate in a callback.

Abstract: A computer-implemented method and system for enhancing interaction between a customer using a client computer and a customer service representative of a company using a workstation. A Web session is commenced on a Web site for the client computer of the customer, wherein the Web session includes displaying a first Web page to the customer. A telephonic interaction is commenced between the customer and the customer service representative and a split screen is displayed on the workstation. The split screen including the first Web page and a second Web page, wherein the second Web page is only viewable by the customer service representative. An application is caused to be moved from the second Web page to the first Web page for review and interaction by the customer via the client computer.

Abstract: A device is provided. The device includes an antenna for communicating with one or more hearing aids. The device further comprises a coil for receiving a wireless signal. The device comprises a first ground plane connected to the antenna. The device comprises a second ground plane connected to the coil. The first ground plane and the second ground plane are decoupled via a decoupling element so that noise from one ground plane does not propagate to the other ground plane at certain frequencies.

Abstract: An example operation may include one or more of receiving, via a telephone network, a telephone communication comprising a query input via a call center, identifying a device associated with the query based on a device identifier that is included within the telephone communication, and querying the identified device for data via a message transmitted to an application programming interface (API) of the identified device.

Abstract: A telecommunications service provider's real time analysis system analyzes communications data to detect potentially fraudulent communications data, where the analysis is performed in real time in the routing path of the communications data. The communications data may include calls (e.g., SS7, VoIP, etc. based calls) and messages (e.g., SMS, MMS, etc.). The real time analysis system rejects potentially fraudulent communications data and non-fraudulent communications data in order to be used in real time in the routing path of the communications data. A rejection by the real time analysis system may cause non-fraudulent communications data to still be sent to the intended destination of the communications data. The real time analysis system can be in the routing path of the communications data without further routing non-fraudulent communications data traffic to the next appropriate hop in the routing path.

Abstract: Enhanced capabilities within a telephone network are made accessible to a telecommunications device. The telecommunications device is used to dial a sequence. A network server receives and identifies the sequence invokes an advanced network function. A advanced network function server in communication with the network server provides instructions as to how the network server is to provide the advanced network function. The network server processes the call in accordance with the received instructions to provide the particular advanced network function.

Abstract: A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for detecting harassment. The system may receive communication data from a first customer service representative terminal or a customer communication device and may determine, based at least in part on the communication data and stored communication data, that the communication data comprises harassing content. The system may, responsive to determining that the communication data comprises harassing content, transmit to a second customer service representative terminal, a notification indicating that the communication data comprises harassing content.

Abstract: Disclosed is a message back system that can provide a means for a recipient of robo messages or spam messages to take action. The message back system includes a mobile device operating in conjunction with a server to activate the system and initiate one or more texts to be sent to the source phone number. The server can be programmed to try to send many texts to the source phone number to try to swamp the phone number with texts. The system may provide satisfaction to the user as a tool to respond to these on-going nuisances.

Abstract: A method for personalizing a delivery of services to a first customer including: providing a customer profile; updating the customer profile via performing a first process to collect interaction data, the first process including the steps of: monitoring activity on the communication device and, therefrom, detecting the first interaction with the first contact center; identifying data relating to the first interaction for collecting as the interaction data; and updating the customer profile to include the interaction data identified from the first interaction; generating an interaction predictor, the interaction predictor comprising knowledge about the first customer derived, at least in part, from the data stored within the customer profile, the knowledge comprising a behavioral factor attributable to the first customer given a first type of interaction; and augmenting the customer profile by storing therein the interaction predictor.

Abstract: The present invention relates to systems and methods for network labeling in order to enhance real time data transfers. A network for a real time data transfer is identified and predictive models for network performance are compared against to determine if the network is suitable for the data transfer. If so, then the real time data transfer may be completed as expected. However, if the network is predicted to be unsuitable for transmission an alternate means for connection may be suggested. The alternate suggestion may include delaying the data transfer until the network is expected to be in better conditions, connecting to another access point in the network, or switching to another network entirely. During the data transfer, the quality of the network is monitored in order to update the predictive models for the network's quality. Identifiers for the network may be utilized to keep track of the networks.

Abstract: A device receives, from a user device, a communication associated with a support issue encountered by a user of the user device and assigns the communication to a position in a support queue based on when the communication is received, wherein the support queue includes data identifying positions of other communications received from other users, and data identifying when the other communications were received. The device processes data identifying the communication and historical communication data describing prior communications associated with the user, with a model, to determine an average time spent on hold by the user for the prior communications. The device modifies the position of the communication in the support queue based on the average time and performs one or more actions based on modifying the position of the communication in the support queue.

Abstract: The technology disclosed herein enables regulation of features provided by respective endpoints registered for a user in a multi-endpoint service. In a particular embodiment, a method includes, in response to determining that a first endpoint is being operated by a first user, associating the first endpoint with a primary designation and associating the second endpoint with a secondary designation. The method further includes allowing the first endpoint to provide a first set of communication features in accordance with the primary designation and preventing the second endpoint from providing the first set of communication features in accordance with the secondary designation.

Abstract: A system for authenticating the calling device used to place a call to an enterprise call center. The system uses a premise component, a cloud-based Call Authentication Service (CAS), and orchestration between these two components. The premise component includes a number of sub-components including servers and probes. The CAS includes a Decision Engine that utilizes a number and variety of authentication plugins. The disclosed system may be used independently or as part of a multi-factor authentication strategy with other techniques such as reduced Knowledge-Based Authentication or voice biometrics.

Abstract: A system and method for providing customer-support services to a user of a website through a web widget. When the user accesses a web page containing the web widget, a call is automatically made from the web widget to a customer-support system. In response to the call, the system obtains status information from the customer-support system indicating whether customer-support agents are available to take telephone phone calls. If the status information indicates customer-support agents are available to take telephone calls, the web widget provides a call-related interface to the user, wherein the call-related interface is configured to facilitate a telephone call with a customer-support agent. If the status information indicates customer-support agents are not available to take telephone calls, the web widget provides a non-call-related interface to the user, wherein the non-call-related interface is configured to facilitate an alternative channel of customer support that does not involve a telephone call.

Abstract: This Application discloses the display of stored information when creating a electronic command for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information along with corresponding IVR phone tree information and user display preferences. The app then presents a representation of all or part of the retrieved information on a display using the user's language preferences. The user can then respond to the representation by providing selective inputs that cause the synthesis all or part of the commands needed to navigate to the desired destination. Once a command sequence has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and invoke the assembled commands.