Abstract: A computer system may include logic configured to enable voice-enabled web pages. The logic may be configured to receive a request for a web page that includes Hypertext Markup Language (HTML) content and voice browser content from an HTML browser running on a user device; generate a co-browsing session identifier based on the received request; provide a response to the HTML browser, wherein the response includes the HTML content, the generated co-browsing session identifier, and an instruction to establish a Web Real-Time Communication (WebRTC) connection with an interactive voice response (IVR) system associated with the voice browser content; receive an indication from the IVR system that the WebRTC connection has been established for the co-browsing session identifier; and provide the voice browser content to a voice browser in the IVR system, in response to receiving the indication that the WebRTC connections has been established for the co-browsing session identifier.

Abstract: A method includes determining, at a communication device, a designation of a source communication device based on information related to a communication from the source communication device. The method further includes selecting, at the communication device and based on the designation, a prompt from multiple prompts. The prompt includes a first prompt in response to the designation being a first designation of multiple designations. The prompt includes a second prompt in response to the designation being a second designation of the multiple designations. The method includes sending the prompt from the communication device to the source communication device.

Abstract: A wearable computing device. The wearable computing device includes a wireless communications interface and a processor device coupled to the wireless communications interface. The processor device is configured to monitor a personal performance activity of a wearer of the wearable computing device. The processor device is further configured to receive, via the wireless communications interface, a business performance metric alert that indicates that a business performance metric quantifier that quantifies a business performance metric of an individual is an undesirable value. The processor device is further configured to signal a wearer of the wearable computing device that the wearable computing device has received the business performance metric alert.

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Abstract: The present invention relates to a speaker box module, and particularly relates to a loudspeaker that produces sound through the mechanical vibration generated by electromagnetic force and a manufacturing method therefor. The loudspeaker comprises a speaker box module which comprises a speaker, a passive radiator and a speaker box panel, wherein a mounting hole is arranged in the speaker box panel; the speaker is arranged in the mounting hole and is integrated with the speaker box panel by means of insert injection molding; a secondary mounting hole is arranged in the speaker box panel at one side of the mounting hole; and the passive radiator is arranged in the secondary mounting hole and is integrated with the speaker box panel by means of insert injection molding. The loudspeaker is small and thin, structurally simple, and enhances bass, and can be used as a built-in speaker or an external speaker for modern tablet computers or smart phones, and the like.

Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.

Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

Abstract: A user who is online at multiple devices can be invited to escalate an audio-only call to a video call. The escalation invitation is sent only to, or shown only at, the endpoint device that is involved in the audio-only call. The technologies can support public switched telephone network audio-only calls, and escalation can be performed as a seamless call transition from audio-only to video call.

Abstract: A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.

Abstract: Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.

Abstract: A second terminal sends a request to initiate a communication session with a first terminal to a server. The server signals the first terminal to initiate the communication session. The first terminal determines an offset amount based upon the redirection timer information. The offset amount is added to or subtracted from a redirection timer value to determine a modified redirection timer value that takes into account time that elapses between messaging exchanged between the server and the first terminal that affects the first terminal determination of an amount of time remaining in a redirection timer of the server such that the determined modified redirection timer value is equal in value or substantially equal in value to the amount of time remaining in the redirection timer of the server.

Abstract: The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.

Abstract: A method and system are provided. The method includes identifying content in a telecommunication session between a caller and one or more other parties. The method further includes dynamically personalizing media provided to the caller on a telecommunication device during at least a portion of a subsequent telecommunication session between the caller and at least one of the one or more other parties based on the identified content in the telecommunication session. The telecommunication session occurs prior to the subsequent telecommunication session.

Abstract: Concepts and technologies are disclosed herein for providing multiple persona support for communications. A processor, at the device, can execute a persona service. The persona service can create one or multiple containers/highly secure work space(s) within the user device. The processor, at the administrator level of the specific work group, can detect a communication request comprising a request to initiate a communication. The processor can determine if the communication comprises a call. If a determination is made that the communication comprises the call, the processor, based on the profiles of the parties, can obtain call handling rules/policies, initiate setup of a communication path for the call, provide contacts to parties to the call, and determine how the call is handled.

Abstract: A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the agents on the list is determined. One of the agents is selected as a most available agent. The user is provided with records for the most available agent and is automatically connected with the most available agent.

Abstract: A sound device includes a housing with an accommodation space; a speaker unit located in the accommodation space and including a diaphragm for generating sound; a front cavity formed by the diaphragm and the housing; a sound channel communicated with the front cavity; and a sound-absorbing member made of sound-absorbing material located in the sound channel for covering a cross-section of the sound channel. The housing includes a bottom wall and a side wall extending from the bottom wall. The sound channel is configured to penetrate the side wall of the housing.

Abstract: A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect such conditions and address them to attempt to minimize current and future trunk-related deficiency conditions.

Abstract: A contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first analyzed for any required, preferred, and conditional attributes and then queued in multiple resource attribute sets for work assignment. Work items are assigned to resources by considering a match between the analyzed attributes of a work item and a resource while observing alternative assignment conditions. When met, the alternative assignment conditions cause the work item to be queued in additional resource attribute sets thereby expanding the pool of selectable resources. Once assigned, the work item may be removed from queues not selected in the work assignment.

Abstract: Systems and methods described herein may describe how enterprise system devices (e.g., servers) may be used to consolidate multiple disparate data sources (e.g., databases) into a single data source (i.e., “Datamart”). The Datamart may be a database or cluster of aggregated data from disparate data sources, which the Datamart may convert into a compatible format using various application programmable interfaces (APIs). In some cases, a software product may query the Datamart and then generate reports for understanding the data pulled from disparate sources. The reporting software application may enable enhanced analytics by humans or additional software applications, to build a more sophisticated understand around a member's call experience, reasons for call transfers, effectiveness of sales by a member service representative (MSR), and how to better train or equip MSRs to optimize their efforts.