Abstract: Methods and apparatus for facilitation communication between a customer requesting accommodation of a particular language and an available agent not proficient in the particular language through use of machine translation are disclosed. The method can include receiving a communication request from the customer, including a request that the communication accommodate the particular language. The method can include determining that the contact handling system is unlikely to accommodate the communication request via an agent proficient in the requested language within a threshold time period. The method can include beginning communication between the customer and an available agent not proficient in the particular language using machine translation to facilitate the communication.

Abstract: Methods and apparatus for facilitation communication between a customer requesting accommodation of a particular language and an available agent not proficient in the particular language through use of machine translation are disclosed. The method can include receiving a communication request from the customer, including a request that the communication accommodate the particular language. The method can include determining that the contact handling system is unlikely to accommodate the communication request via an agent proficient in the requested language within a threshold time period. The method can include beginning communication between the customer and an available agent not proficient in the particular language using machine translation to facilitate the communication.

Abstract: A method for rules-based data evaluation and process trigger executed in a records management system that includes a server computer and at least one client computer, the method including the steps of: receiving (210) a source document having a predetermined format; creating (220) at least one definition for the source document, each definition comprising at least one criterion for evaluating an instance of data corresponding to the source document; receiving (230) a first instance of data corresponding to the source document; evaluating (240) the first instance of data using the at least one definition and determining whether to generate at least one conclusion based on the evaluation, each conclusion indicating that the at least one criteria is met; and determining (250) whether to perform at least one action based on at least one generated conclusion.