Abstract: A method and system for evaluating the performance of individuals, such as agents in a call center, each performing multiple tasks may include obtaining a performance score for each execution of a task by individuals in the group of individuals; determining the distribution of the performance scores; comparing single performance scores with the distribution of performance scores; and selecting a single performance score for an individual based on said comparison. An oscillator algorithm may be used to determine whether said selected performance score is part of a trend in performance by that individual.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication from a plurality of treatments supported by the contact center. Here, each treatment includes a set of sub-queues and is applicable to a reason and/or opportunity for conducting a communication with a party. Each sub-queue includes a value range and a plurality of agents assigned to handle communications placed in the sub-queue. Accordingly, in particular embodiments, a communication value is determined for the communication based on a computation specific to the selected treatment and a sub-queue is selected from the set of sub-queues based on the communication value falling within the value range for the sub-queue. The communication is then placed in the selected sub-queue so that it can be connected to an agent assigned to handle communications placed in the sub-queue.

Abstract: The local address book of a device can be crawled for contact information, which is communicated to an address clearinghouse. The clearinghouse can indicate whether a contact is a participant in a video calling service. If so, an indication can be stored locally indicating that the contact is a participant. Later, during an audio-only call with the contact, an option to escalate the audio-only call to a video call via the video calling service can be presented.

Abstract: Communication between callers and call center agents may be optimized. A request message may be transmitted to an application services module to connect with an agent associated with the selection. A contact number of a proxy server may be received from the application service module. The contact number may be utilized to connect with the agent via the proxy server.

Abstract: A method of controlling free phone calls places from within a secured premises through an institutional phone system generally includes assigning a unique access identifier to an individual caller upon entry into the secured premises; receiving a destination number front the individual caller within the secured premises, the destination number being associated with a telephone located outside the secured premises; determining if the destination number is a per se free number, and, if the destination number is not determined to be a per se free number: receiving the unique access identifier from the individual caller; validating the unique access identifier; and, if the unique access identifier is valid, processing a telephone call to the destination number.

Abstract: Visual communication feedback may be provided to a participant of a communication. In various embodiments, systems and/or techniques may analyze a communication involving participants and provide the visual communication feedback for one of more of the participants during or after the conversation. The visual feedback may enable a participant to improve communication or otherwise provide more effective communication during a conversation and/or in subsequent conversations. The conversation may be a voice call conversation and/or a text-based conversation. The visual communication feedback may be provided in real-time, near real-time (i.e., during the communication), or after the communication, possibly as a summary or training tool.

Abstract: To prevent that the noise occurs at timing switching between PCM data and DSD data by a simple configuration. An AV receiver 1 includes a mute circuit 5 that mutes output from a DAC 4, a detection circuit 6 that detects that a digital audio signal is zero data and supplies a detection signal, a microcomputer 2 that supplies a control signal at timing switching from PCM data to DSD data before switches from PCM mode that the DAC 4 converts PCM data into an analog audio signal to DSD mode that the DAC 4 converts DSD data into the analog audio signal, and an AND circuit 7 that activates the mute circuit 5 in case that the detection signal from the detection circuit 6 and the control signal from the microcomputer 2 are supplied.

Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking performance in a contact center system including pairing a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching, pairing a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy, and determining a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.

Abstract: A kinesthetic speaker usage system provides a speaker connected to a housing about a cavity into which the sound from the speaker is directed. The housing has an exterior surface in tactile communication with a retainer which can direct vibration directly or directly to a user, such as a person. Many embodiments utilize a pipe for the housing, such as a flexible pipe.

Abstract: A system and method for providing agent guidance is provided. Speech communicated by a user to an agent is monitored during a call within a call center. Traits of the user are identified during the call based on the speech of the user. A determination is made as to how likely the user is to accept an offer provided by the agent based on the user traits. The user is classified as belonging to one of a plurality of stages of persuasion based on the likelihood determination, and guidance is provided to the agent based on classification of the user in at least one of the classes. The offer is provided to the user based on the guidance.

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 call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.

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: Various user interfaces and other technologies for seamlessly transitioning between calls of different types can be implemented. The technologies can be implemented to give the impression of a single call that is upgraded from one call type to another. A new application can register so that an appropriate user interface control appears for activation when seamless call transition is possible. Transitioning for third party applications can thus be supported. Cross-platform implementations can be supported.

Abstract: For enriching presence statuses of users in a contact list with call routing rules associated with said users, the presence statuses indicating an availability of said users, called contact users, for communication and being delivered by a presence server (PS) to an application (UCA) implemented in a communication device (CD) owned by a user, called application user, the presence server: sends a request to a call server (CS) managing call routing rules of said contact users, the request containing identifiers (IdCU) of said contact users, receives a response from the call server, the response containing routing statuses (RS) of said contact users, the call server having determined call routing rules (RR) stored respectively in correspondence with the identifiers (IdCU) and having interpreted the call routing rules (RR) to create a routing status for each contact user, and sends a message to the communication device (CD), the message containing the routing status for each contact user, in order that the applic

Abstract: A mobile device, such as a smart phone, receives and presents interactive audio content from an interactive voice response (IVR) system. The mobile device provides an interface that enables a user to navigate through a menu presented in the interactive content. The interface further presents action elements that identify actions that can be requested through the menu, and selection of the one of the action elements may cause the IVR to perform an associated action. For example, the interface may identify representatives at a call center, and a selection of one of the action elements causes the IVR to establish a communication between the mobile device and the selected representative. The action elements may further identify status information associated with the call center, such as an expected wait time.

Abstract: Network switching arrangements including: setting an operation mode of a target switching block to a operation mode that is different from an operation mode of a first switching block while the first switching block is handling a switching process, the target switching block being one switching block selected from second switching blocks; performing a switchover process including starting the switching process using the target switching block instead of the first switching block, after completion of setting the operation mode of the target switching block; and copying the switching information held by the first switching block to the target switching block, prior to starting the switching process using the target switching block, after completion of setting the operation mode of the target switching block.

Abstract: Systems, methods, apparatuses, and computer-readable media for managing and evaluating leads from incoming calls are provided. A first inbound call from a first caller may be received. A first set of information identifying characteristics of the first inbound call may be processed. A second set of information identifying characteristics of the first inbound call may be determined based on the first set of information. A first category may be matched to the first inbound call. A first receiver may be determined. A second inbound call from a second caller may be received. A third set of information identifying characteristics of the second inbound call may be processed. A fourth set of information identifying characteristics of the second inbound call may be determined based on the third set of information. A second category may be matched to the second inbound call. A second receiver may be determined.

Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.