Abstract: A method expedites processing and playing of binaural sound during an electronic communication between a first user and a second user. An electronic device of the first user convolves sound into binaural sound for the second user before the binaural sound transmits to the electronic device of the second user. In this way, the binaural sound is already convolved and ready to play upon receipt at the electronic device of the second user.

Abstract: A voice communications computer system (“VCCS”) receives a ring signal from a call device having unverified device identification data. The VCCS identifies an audible frequency component and an electronic frequency component of the ring signal. The VCCS identifies a device identification characteristic or a geographic location characteristic based on the audible or electronic frequency components, and identifies a stored identification characteristic associated with the device identification data. Based on a comparison of the stored identification characteristic with the device identification characteristic or geographic location characteristic, the VCCS generates fraud estimation data. In some cases, the VCCS generates call status data based on the fraud estimation data. The VCCS provides the fraud estimation data or the call status data to a user interface device, which is configured to display data or perform a call action for a call associated with the ring signal.

Abstract: A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.

Abstract: Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

Abstract: Computer-implemented techniques for answer time prediction in a contact center service of a provider network. While a delayed processing timing has not been met, a set of contact queuing context-actual answer time data for a set of contact inquiries serviced is received as a first set of contact queuing context-actual answer time data. When the delayed processing timing has been met, a new queuing model is learned based on the first set of contact queuing context-actual answer time data and a previous set of contact queuing context-actual answer time data for a previous set of contact inquiries serviced or a previous version of the queuing model. A request to predict an answer time for a target contact queuing context is received and an answer time for the target contact queuing context is predicted based on the new queuing model. The predicted answer time is provided to a contact via a contact communications channel.

Abstract: Techniques described herein relate to representative monitoring in a contact center environment. Data associated with a customer interaction, including content of the interaction and video of a representative display during processing associated with the interaction, are presented to an administrator in real time or near real time for monitoring during an interaction. In some examples, a contact center server may receive an event notification when a live contact begins, and may generate data files associated with the live contact to allow the administrator to monitor the contact. In some instances, the contact center server may continue to generate data after conclusion of the live contact, to allow the administrator to monitor and guide post-contact processing performed by the representative. The contact center server also may allow administrators to select live contacts for monitoring and/or receive alerts when pre-selected representatives commence live contacts that can be monitored.

Abstract: The technology disclosed herein enables incorporation of feature sets of a unified communications system and a contact center system. In a particular embodiment, a method includes, in a contact center system, in response to an agent logging into the contact center system, establishing a first connection between the contact center system and a unified communications endpoint operated by the agent. The first connection is established using a unified communications system that services the unified communications endpoint. After establishing the first connection, the method includes identifying a call on a second connection between the contact center system and a second endpoint operated by a user. In response to selecting the agent to handle the call, the method includes bridging the first connection and the second connection.

Abstract: A system and method for hybrid callback management, utilizing a callback cloud and an on-premise callback system, allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution while allowing for mixed telephony types to be seamlessly integrated into one communication platform.

Abstract: Systems and methods for providing headset/ear bud voice control to crew members in a quick-service restaurant are disclosed. Exemplary implementations may: transmit transmission signals from a headset to the base station, receive reception signals by the headset from the base station; capture audio information from a first crew member, generate sound based on the received reception signals, generate the transmission signals to form a headset-specific uplink packet based on the captured audio information; generate semantic information based on the headset-specific uplink packet, wherein the semantic information includes one or more individual words; determine one or more commands that modify operation of the communication system, based on the semantic information, and facilitate execution of the one or more commands to control and/or modify the operation of the communication system.

Abstract: Apparatuses and methods concerning providing a data-communications contact center virtual agent are disclosed. As an example, user-data-communications between client and participant stations are facilitated as follows, which may be implemented using a data communications server and associated communications circuitry. Service request data is received from users at a participant stations, and context information is identified for user-data-communications between a client station and the participant stations based on the service request data at least one communications-specific characteristic associated with the user-data-communications. The identified context information is aggregated for the client station and used for choosing a data routing option routing data with each user at the participant stations, based on the service request data and the aggregated context information.

Abstract: Systems and methods disclosed herein provide intelligent redirection and notification of feature activation. Intelligent redirection includes user configurable rules/conditions for specifying destinations for call redirection. Intelligent redirection may also include notifying the caller of the redirection (including redirection options) and a new destination for the call. Intelligent notification of feature activation includes determining users affected by a feature activation (e.g., target user(s)) and notifying the target user(s) of when the call feature is activated. The intelligent feature notification may also include allowing the target user(s) to accept/reject the activation of the call feature. The intelligent feature notification may further include allowing a user to querying for information related to any call features activated by or on them.

Abstract: A method for permitting unfamiliar call, applied to a communication device having a memory and a call-blocking app to provide an unfamiliar call, includes the steps of: configuring an area in the memory of the communication device as a storage unit; recording at least one password into a password-correlated table in the storage unit, each of the at least one password being related to a specific user of the communication device; as an unfamiliar call is received, asking a caller of the unfamiliar call to provide an answer for a trivial question immediately provided by the communication device; determining whether or not the answer matches any of the at least one password in the password-correlated table; forwarding the unfamiliar call to the user corresponding to the matched password listed in the password-correlated table if positive; and, blocking the unfamiliar call if negative.

Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.

Abstract: Embodiments of the present disclosure include computer-implemented systems and methods for routing incoming customer requests or inquiries in a customer service center. The system may include at least one processor configured to execute instructions to perform steps. The steps may include receiving a plurality of incoming customer calls and a plurality of incoming customer chat sessions. The steps may include blending the received plurality of customer calls and the received plurality of customer chat sessions into a total queue for presentation to at least one user device. The steps may additionally include determining a respective priority for each of the blended plurality of customer calls and the blended plurality of customer chat sessions and sending, based on the determined priority, to the at least one user device at least one of the blended plurality of customer calls or the blended plurality of customer chat sessions.

Abstract: A system and method for unified autodial campaign management, comprising a campaign management console, a data services engine, a traffic shaper, an agent desktop, Control agent desktop, an auto-dialer, and a simple dialer which allows enterprises to conduct unified communications campaigns without differentiating between prior expressed written consent consumers, and those who have not provided prior expressed written consent, to being autodialed or receiving artificial or pre-recorded voice messages, allowing for compliance with regulations regarding such consent without splitting or bifurcating or otherwise hampering communications campaigns for the enterprise customers.

Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.

Abstract: A computer server system comprises a communications module; a processor coupled with the communications module; and a memory coupled to the processor and storing processor-executable instructions which, when executed by the processor, configure the processor to receive, via the communications module and from a first device, a signal including a request to schedule access to a shared resource within a time window; identify, based on a load projection for the shared resource, at least one time period within the time window for the access to the shared resource; send, via the communications module and to the first device, a signal including the at least one time period and requesting confirmation that a particular one of the at least one time period is acceptable; receive, via the communications module and from the first device, a signal including confirmation that the particular one of the at least one time period is acceptable; determine that a current time has reached the particular one of the at least one ti

Abstract: A system and method for hybrid callback management with biometric authentication, utilizing a callback cloud and an on-premise callback system, allowing users to be verified via his or her biometrics, and also allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.

Abstract: A method facilitating a cross-channel interaction between a customer and a contact center. The method includes: receiving and conducting a first interaction with the customer; determining a first identifier related to the first interaction; storing, in a database, the first identifier and associating the first identifier with the first interaction; receiving a second interaction from the customer; determining a second identifier related to the second interaction; using the second identifier to check the database to determine if the second interaction is associated with the first interaction; determining, based on the check of the database, that the second interaction is contextually related with the first interaction; and modifying, in response to determining that the second interaction is contextually related to the first interaction, at least one way in which the second interaction is handled by the contact center.

Abstract: A method, computing platform, and computer program product are provided for evaluating data quality during a clinical trial. A computing platform receives, for a clinical trial, study design information including a set of parameters and corresponding parameter values related to data quality of the clinical trial. During the clinical trial, the computing platform receives query-related information associated with queries from at least some of a plurality of participants of the clinical trial. The computing platform applies the study design information and the query-related information to at least one trained machine learning model to calculate a predicted data quality score indicating data quality for the clinical trial. At least one suggestion for improving the data quality is determined and the predicted data quality score and the at least one suggestion for improving the data quality are output.