Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract: Initiating a conference call includes receiving a conference call request message from an initiating user specifying a plurality of other users and determining an availability of the other users to receive conference call invitations. A conference call is initiated between the initiating user and one or more of the other users that are determined to be available. The availability of one or more of the other users determined to be unavailable is monitored and interaction with a conference call invitation by one or more of the other users determined to be unavailable is enabled upon their monitored availability changing from unavailable to available. The interaction with the conference call invitation by the other users is conditioned on whether the conference call is still in progress.

Abstract: Techniques are described for forecasting and dynamic routing of incoming routing service requests in a service environment that includes one or more call centers. Implementations apply a doubly stochastic modeling technique to modeling call volumes, call wait times, calling handling times, and/or other parameters in a service environment that includes one or more call centers that include multiple skill codes for the service representatives. By simultaneously modeling on different time scales, such as modeling both inter-day and intra-day correlations, implementations are able to provide an analysis that exploits more of the structure in the data compared to traditional techniques. Implementations can also integrate in other types of time series for other effects that may impact the call volume or other parameters in a service environment, such as exogenous and/or anomalous variables that are independent of other inter-day and/or intra-day trends exhibited in the data.

Abstract: Embodiments of the present invention disclose a call processing method and a terminal. The method includes: receiving a first short message sent by a calling party, where the first short message includes an short message text, a preset flag bit, an association number, and a time, the preset flag bit is used to indicate that the short message text of the first short message indicates a reason why the calling party calls the called party, the association number includes a phone number of the calling party, and the time is a time at which the first short message is sent; determining, based on the association number and the time, an incoming call associated with the first short message; decapsulating the first short message to obtain the short message text of the first short message; and displaying the short message text in a related display interface of the incoming call.

Abstract: The burden on the user of adjusting a sound outputted from a speaker is to be reduced. A speaker position detection system includes a first speaker unit having at least one speaker, and a second speaker unit having a speaker and a plurality of microphones. Alternatively, a speaker position detection system includes a first speaker unit having a plurality of speakers, and a second speaker unit having a speaker and a microphone. The speaker position detection system calculates position information representing a position of one of the first speaker unit and the second speaker unit, based on a test sound outputted from one of the speakers and detected by one of the microphones.

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract: In an approach for recommending a response time for callback, a processor receives an indication to initiate a callback to a caller after the caller requests the callback from a callee, wherein the callee is a user whom the caller has called. A processor analyzes callback information. A processor determines a callback time based on the callback information. A processor sends an alert about the callback, wherein the alert includes the determined callback time.

Abstract: A method is presented for linking a requestor to an agent of an entity. The method includes receiving a request to connect to an agent of an entity from a given requestor, retrieving a pool of agents from a data store, and determining a first subset of agents from the pool of agents, where agents in the first subset of agents have highest rating amongst agents in the pool of agents. The method also includes determining a second subset of agents from the pool of agents, where the agents in the second subset of agents have lowest number of assigned customers amongst the agents in the pool of agents. The method also includes identifying an intersection between the first subset and second subset, and assigning a dedicated agent to the given requestor from the intersection. The method also includes establishing a communication link between the given requestor and the dedicated agent.

Abstract: A method for automating interactions with enterprises includes: receiving, through a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with an application programming interface (API) of the enterprise, the enterprise library including one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a request based on the identified library function and the customer intent; transmitting the generated request to the enterprise to initiate an interaction; receiving a response from the enterprise; and notifying the customer of a result of the interaction.

Abstract: A system includes one or more processors configured to receive call-specific data during a call between a customer and a customer service representative, and the call-specific data includes a verbal input. The one or more processors are configured to determine one or more characteristics of the verbal input and to determine an initial inquiry of the customer based at least in part on the one or more characteristics of the verbal input. The one or more processors are also configured to determine one or more follow-up inquiries based at least in part on the initial inquiry and to provide information related to the one or more follow-up questions in a window on a display of a computing system for visualization by the customer service representative.

Abstract: Techniques are described for forecasting and dynamic routing of incoming routing service requests in a service environment that includes one or more call centers. Implementations apply a doubly stochastic modeling technique to modeling call volumes, call wait times, calling handling times, and/or other parameters in a service environment that includes one or more call centers that include multiple skill codes for the service representatives. By simultaneously modeling on different time scales, such as modeling both inter-day and intra-day correlations, implementations are able to provide an analysis that exploits more of the structure in the data compared to traditional techniques. Implementations can also integrate in other types of time series for other effects that may impact the call volume or other parameters in a service environment, such as exogenous and/or anomalous variables that are independent of other inter-day and/or intra-day trends exhibited in the data.

Abstract: A method for generating loudspeaker signals associated with a target screen size is disclosed. The method includes receiving a bit stream containing encoded higher order ambisonics signals, the encoded higher order ambisonics signals describing a sound field associated with a production screen size. The method further includes decoding the encoded higher order ambisonics signals to obtain a first set of decoded higher order ambisonics signals representing dominant components of the sound field and a second set of decoded higher order ambisonics signals representing ambient components of the sound field. The method also includes combining the first set of decoded higher order ambisonics signals and the second set of decoded higher order ambisonics signals to produce a combined set of decoded higher order ambisonics signals.

Abstract: An audio system processes a multi-channel surround sound input audio signal into a stereo signal for left and right speakers, while preserving the spatial sense of the sound field of the input audio signal. A subband spatial processing is performed on a left input channel, a right input channel, a left peripheral input channel, and a right peripheral input channel of the input signal to create spatially enhanced channels. Binaural filters may be applied to the peripheral input channels or the spatially enhanced channels. Crosstalk cancellation is performed on the spatially enhanced channels to create a left crosstalk cancelled channel and a right crosstalk cancelled channel.

Abstract: One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.

Abstract: Responders and requesters can be assigned a score while waiting. Requesters and responders are matched via an auction type system, where requesters with the best requester scores are matched with requesters with the best responder scores. The requester scores can be boosted while the requester is waiting for a response if the requester performs certain actions. The requester score and responder score can increase over time. The requester score and responder score can also be based on other variables.

Abstract: Described herein is technology for, among other things, global provisioning of a service. The technology involves a provisioning server obtaining location information for a client. The provisioning server determines an appropriate deployment unit, based on the location information, to which the client will be assigned. The provisioning server transmits assignment information for the appropriate deployment unit to the client. The client then communicatively couples to the assigned deployment unit and begins receiving the service from the deployment unit.

Abstract: Aspects of the subject disclosure may include, for example, monitoring interaction(s) between user(s) and agent(s), detecting a shift in the user's attitude, and identifying either a positive shift or a negative shift based on an analysis of the shift. The method may include tracking an outcome of each of the interactions, analyzing the interactions and outcomes, and producing training materials for use by the agent based on the analysis, the training materials including suggestions as to how to reverse the negative shift in future interactions. The method may include presenting the suggestions to the agent during the interaction(s), thereby assisting the agent in resolving the user's attitude and/or concerns. Other embodiments are disclosed.

Abstract: Technologies for managing unresolved customer interactions in a support call management system are disclosed, including receiving a support call from a customer; identifying a customer and a support call type; retrieving historical interaction data associated with the customer; determining subsequent to having determined that historical interaction data associated with the customer includes other support calls, whether the other support calls are related to the received support call based in part on the historical interaction data and the support call type; determining whether to transmit the support call to an agent, an expert, or a supervisor as a function of at least one characteristic of the other support calls; and placing the support call into a support call queue as a function of the determination of whether the support call is to be transmitted to one of the agent, the expert, or the supervisor.

Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract: The present invention relates to communications methods and apparatus dynamically detecting and/or mitigating anomalies in communications systems/networks. An exemplary embodiment includes the steps of: processing a set of call detail records (CDRS), each CDR in said set of CDRs corresponding to an individual call and including multiple information fields providing information about the individual call to which the CDR corresponds, said processing including: generating from said CDRs, on a per CDR basis one or more Field GroupIDs using a hash function; generating for CDRs corresponding to a first Field GroupID a first set of key performance indicators (KPIs), said first set of (KPIs) including one or more KPIs corresponding to the first Field GroupID, said one or more KPIs including at least a first KPI; and determining that a first KPI violation has occurred for the first Field GroupID when the first KPI exceeds a dynamic performance threshold.