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: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CT event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

Abstract: A method, system, and a computer program product are provided for monitoring an emotional state of a conversation by monitoring a communication between first and second persons to determine an emotional state of the communication, providing a visual representation of the emotional state of the communication for display to a person having access to the communication, and performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.

Abstract: A profile-based system is employed to manage user identities and preferences, devices, content and/or other aspects of service delivery. The user profiles may be maintained in one or more servers or other elements located in an external network access via a customer premises equipment (CPE) gateway of a local network. The profiles can be used to map users to identities, devices, services, and other features that affect the manner in which a particular user communicates with (or through) the external network.

Abstract: Techniques for managing electronic user profiles are presented herein. An example method includes accessing, from a data structure, a user profile. The user profile can include a profile identifier and a plurality of data fields. The method also includes displaying, on a display device, an interactive user interface. The user interface can include a plurality of user interface action elements. Each of the user interface action elements can be associated with a data field in the data structure. Each of the user interface action elements can also be individually selectable by a respective user action to transmit the associated data field to a remote device. In response to receiving a selection of a user interface action element, the method can further include transmitting the associated data field and the profile identifier to a router configured to send, based on the profile identifier, the associated data field to the remote device.

Abstract: A method and system for determining whether a conversation topic induces stress in participants of the conversation that includes registering participants of a conversation with a conversation content control system, wherein said registering the participants includes providing a listing of social media accounts for each of the participants. The method may further include developing a baseline of avoidance topics from user content selected from the group consisting of capturing training conversation characterized into the avoidance topics by natural language processing (NLP), analyzing the social media accounts for content to be characterized into said avoidance topics, and combinations thereof. The method may further include monitoring real time conversation using natural language processing (NLP) to discern avoidance topics from the real time conversation.

Abstract: An apparatus for audio signal rendering, the apparatus including at least one processor configured to: receive at least one microphone audio signal captured by at least one microphone within a capture environment; receive at least one projection audio signal, wherein the at least one projection audio signal is a room-impulse-response filtered at least one microphone audio signal within the capture environment; receive at least one residual audio signal, wherein the at least one residual audio signal is a result of removing the at least one projection audio signal from at least one audio signal captured by a microphone array within the capture environment; and generate at least two volumetric audio signals based on the at least one microphone audio signal, the at least one projection audio signal and the at least one residual audio signal.

Abstract: A device receives, from a server device, a request to determine whether a call is authorized to be forwarded, where the call is intended to be established between the server device and a first client device via a network, and the call is forwarded from the first client device to a second client device. The device receives, from the network, network data associated with the call and account data associated with a first user of the first client device. The device determines that the call is forwarded based on the network data, and processes the account data and information indicating that the call is forwarded, with a machine learning model, to determine a score indicating whether the call is authorized to be forwarded. The device provides the score to the server device to cause the server device to perform one or more actions.

Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system corelates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.

Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.

Abstract: This invention shows a method for operating a voice communications network that comprises dynamically associating a private number with at least one public number of a circuit-switched voice communication network, authenticating a user of a private number without reliance on a static reproducible data code, receiving an incoming call to the public number and routing the incoming call from a caller to the private number. The method also shows the generation of an outgoing call from the private number and passing the outgoing call through the public number while generating calling party information to a target which preserves the privacy of the caller, and altering an associating of the private number and at least one public number. The system therefore acts as a proxy with authentication by means of dynamic code security. The caller and the user of the private number share seamless round-trip telephone communications while preserving the anonymity of the user of the private number.

Abstract: A system and method for automated call analysis using context specific lexicons. A system includes memory and a processor configured to execute instructions. The system includes a lexicon component and an analysis component. The system optionally includes a recording component, a display component, or a scoring component. The lexicon component defines a plurality of context specific lexicons, with each context specific lexicon having elements associated with one of a plurality of unique conversation segments. The analysis component is configured to identify elements of the context specific lexicon, and associate each identified element with a time location in a conversation. The display component is configured to graphically present a multi-line graph such that the intersections of the lines indicate transitions between the unique conversation segments.

Abstract: Methods and systems are disclosed that facilitate a commercial data platform that enhances the interaction between a dialer and receiver during a voice call by simultaneously delivering and tracking data content that promotes ongoing commerce and interactions between these parties. One such system includes first and second interaction managers on a dialer device and a receiver device that transmit first and second sets of interaction data to a database during a call. A server obtains receiver content data from the database using the receiver identifier, transmits the receiver content data to the dialer device, obtains dialer content data from the database using the dialer identifier, transmits the dialer content data to the receiver device, and stores data from both the first set of ID and the second set of ID in the database in association with both the receiver identifier and the dialer identifier.

Abstract: A scheduling communication system and method are disclosed. The system comprises a gateway comprising a telephony interface, a data repository; and, a scheduling interface. The gateway stores, in the data repository, a registration for a user associated with a booking, the registration including a telephone number for the user. Upon receiving a data communication at the scheduling interface on the booking, the gateway triggers a telephone call via the telephony interface to the user's telephone number and outputs verbal information on the booking. Upon receiving an input from a user during a call from the telephone number via the telephony interface, the gateway generates a data communication on the input and communicate the data communication on the input via the scheduling interface.

Abstract: Various systems and methods for objectively evaluating conference events are disclosed. In some embodiments, the systems and methods include a conference calling platform, such as a conference bridge device, that has a scoring unit. During a conference call, the platform can receive information from the conference system pertaining to the conference call. The scoring unit can use such information to determine an engagement score for the conference call itself and/or for individual attendees. The engagement score and/or information related to the engagement score can be provided to an organizer and/or to individual attendees.

Abstract: Systems, apparatus, and methods for processing audio signals associated with conferencing devices communicatively connected in a daisy-chain configuration using local connection ports included on each device are provided.

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.