Abstract: When an agent is about to be connected to a customer for a communication, there is a small window of time in which the agent may be presented with information determined to be relevant to the communication. After the window closes, the communication may then be connected to the customer. If too much information is presented, the agent may be unable to ascertain or retain such information. However, a neural network to determine the most relevant customer attributes and selecting cues corresponding to the most relevant customer attributes for presentation on an agent device, allowed the agent to be presented with only the most relevant information in a retainable manner.

Abstract: Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.

Abstract: Systems and methods are provided to enable a communication to be monitored and, if found to possess emotionally charged content, reduce or eliminate the emotionally charged content while allowing the communication to otherwise be presented to the recipient. For example, agents in a contact center may encounter a customer who utilizes emotionally charged content which may be expressed as words or phrases (e.g., insults, slurs, profanity, etc.) or by intonations (e.g., yelling, talking through their teeth, etc.). By omitting such content through volume level balancing, tonal balancing, and/or redaction or substitution, the recipient may focus on the content of the message without the distraction of the emotionally charged content of a communication, whether the communication is audio, video, or text.

Abstract: Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.