Abstract: A computer-implemented contact center platform has a receiver that receives a service request for a service provided by a remotely situated service server. Further, the computer-implemented contact center platform has a transmitter that sends, to a customer relationship management system via a network, a data request for data pertaining to the service request via a first function call through an application programming interface corresponding to a remotely-situated customer relationship management system that stores one or more records pertaining to the service. The computer-implemented contact center platform is distinct from the remotely-situated customer relationship management system. Further, the computer-implemented contact center platform has a memory device have a data cache that stores the data pertaining to the service request.

Abstract: A computer-implemented process receives, during a telehealth conference, an interpreter invitation according to a modality generated through a user interface at a provider computing device operated by the healthcare provider. An example of a modality is a web form, email, hyperlink, phone call via an interactive voice recognition system, mobile software application, desktop tool tray software application, text message, calendar invitation, QR code, or the like. The computer-implemented process routes the interpreter invitation from the telehealth platform to a language interpretation platform that extracts an invitation request payload from the interpreter invitation and routes the invitation request payload, through an automatic call distribution network, to a next available language interpreter operating a language interpreter workstation such that the language interpreter workstation automatically selects a plugin according to a teleconference platform indicated by the invitation request payload.

Abstract: A process generates, at a computer-implemented service provider platform, a simulated user request for a service. Further, the process sends, from the computer-implemented service provider platform to a computing device associated with an agent, the simulated user request for a service. Additionally, the process performs, with a processor at the computer-implemented service provider platform, an assessment of agent responsiveness to the simulated user request for the service. Finally, the process automatically generates, with the processor at the computer-implemented service provider platform, one or more actions based on the assessment.

Abstract: A computer-implemented contact center platform has a receiver that receives a service request for a service provided by a remotely situated service server. Further, the computer-implemented contact center platform has a transmitter that sends, to a customer relationship management system via a network, a data request for data pertaining to the service request via a first function call through an application programming interface corresponding to a remotely-situated customer relationship management system that stores one or more records pertaining to the service. The computer-implemented contact center platform is distinct from the remotely-situated customer relationship management system. Further, the computer-implemented contact center platform has a memory device have a data cache that stores the data pertaining to the service request.

Abstract: A computer-implemented process receives, from a client representative communication device, a request to initiate a voice-based communication to a customer communication device on behalf of a client entity. The request comprises a telephone number associated with the customer communication device. The client representative device being is operated by a client representative that speaks a first human-spoken language, and the customer communication device is operated by a customer that speaks a second human-spoken language, which is distinct from the first human-spoken language. The computer-implemented process routes, with a processor, the request to a language interpreter communication device. The computer-implemented process initiates, with the processor, a communication request from the language interpreter communication device to the customer communication device.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message from a user device at a message processing server, pre-processing the message to determine at least one topic of interest associated with at least one word parsed from the message, identifying at least one existing topic related to the at least one topic of interest posted in a social networking application associated with a user account of the user device based on the parsed at least one word, linking the at least one existing topic to the user account, and posting the at least one existing topic to the user account.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, identifying the received message as including text information, identifying the intended recipient of the message as an automated response subscriber; and generating a response message on behalf of the automated response subscriber.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.