Abstract: In one embodiment, the invention provides a method for personalizing a response to an incoming customer communication. The method includes identifying a customer based on an incoming customer communication; selecting a rule applicable to the incoming customer communication, the rule having a destination associated therewith; preparing data to facilitate processing of the incoming customer communication; and routing the call to the destination associated with the selected rule and sending the prepared data to the destination.

Abstract: A method and system for generating a finite state grammar is provided. The method comprises receiving user input of at least two sample phrases; analyzing the sample phrases to determine common words that occur in each of the sample phrases and optional words that occur in only some of the sample phrases; creating a mathematical expression representing the sample phrases, the expression including each word found in the sample phrases and an indication of whether a word is a common word or an optional word; displaying the mathematical expression to a user; allowing the user to alter the mathematical expression; generating a finite state grammar corresponding to the altered mathematical expression; and displaying the finite state grammar to the user.

Abstract: A method and system for generating a finite state grammar is provided. The method comprises receiving user input of at least two sample phrases; analyzing the sample phrases to determine common words that occur in each of the sample phrases and optional words that occur in only some of the sample phrases; creating a mathematical expression representing the sample phrases, the expression including each word found in the sample phrases and an indication of whether a word is a common word or an optional word; displaying the mathematical expression to a user; allowing the user to alter the mathematical expression; generating a finite state grammar corresponding to the altered mathematical expression; and displaying the finite state grammar to the user.

Abstract: In one embodiment, the invention provides a method for creating a voice application, the method being implemented by a computer system and comprising generating a graphical user interface comprising a text-to-topic button; receiving first input identifying a location of a text file; receiving second input selecting the text-to-topic button; partitioning content associated with the text file into subjects in response to receiving the second input; and storing information on the partitioning.

Abstract: In one embodiment, the invention provides a method for accessing data remotely by using a telecommunications network through an internet capable client device. The method comprises providing to a live agent, a desktop control with relevant tools to facilitate an interaction with a caller and maintaining a voice call via a telecommunications network between said live agent and said caller. The method further comprises identifying an endpoint device of the caller and displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device.

Abstract: In one embodiment, the invention provides a method for building a speech application. The method comprises reading data from a table; creating a data construct that models the structure of the table, in terms of fields contained therein; providing a user interface (UI) to display the structure of the table to a user; receiving a selection of data fields from the user; and automatically generating code for a voice browser (VB) based on the selection.

Abstract: In one embodiment, the invention provides a method for personalizing a response to an incoming customer communication. The method includes identifying a customer based on an incoming customer communication; selecting a rule applicable to the incoming customer communication, the rule having a destination associated therewith; preparing data to facilitate processing of the incoming customer communication; and routing the call to the destination associated with the selected rule and sending the prepared data to the destination.

Abstract: In one embodiment, the invention provides a method for creating a voice application, the method being implemented by a computer system and comprising generating a graphical user interface comprising a text-to-topic button; receiving first input identifying a location of a text file; receiving second input selecting the text-to-topic button; partitioning content associated with the text file into subjects in response to receiving the second input; and storing information on the partitioning.

Abstract: In one embodiment, the invention provides a method for creating a voice application, the method being implemented by a computer system and comprising generating a graphical user interface comprising a text-to-topic button; receiving first input identifying a location of a text file; receiving second input selecting the text-to-topic button; partitioning content associated with the text file into subjects in response to receiving the second input; and storing information on the partitioning.

Abstract: In one embodiment a method for a data processing system is provided. The method comprises reading data corresponding to a flowchart; and generating an equivalent representation of the flowchart in a speech mark-up language. The flowchart may have been created in an arbitrary programming environment, and generating the equivalent representation is independent of a programming environment that was used to create the flowchart.

Abstract: In one embodiment, the invention provides a method for building a voice response system. The method comprises developing voice content for the voice response system, the voice content including prompts and information to be played to a user; and integrating the voice content with logic to define a voice user-interface that is capable of interacting with the user in a manner of a conversation in which the voice user-interface receives an utterance from the user and presents a selection of the voice content to the user in response to the utterance.