Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for predicting an outcome for an event of interest associated with a contact center communication. That is to say, various embodiments of the invention involve predicting an outcome for an event of interest associated with a party involved in a contact center communication based on characteristics and content of the communication conducted with the party by utilizing one or more classifier models.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for handling an audio path failure and/or non-conformant QoS for a call between a contact center agent and remote party. Specifically, an audio path is established to a first telephony device being used by the agent and a call is bridged onto the audio path so that audio can be streamed back-and-forth between the first telephony device and a second telephony device being used by the party. Accordingly, various embodiments of the invention involve monitoring the audio path to detect an audio path failure and/or non-conformant QoS for the audio and bridging the call onto a second audio path when a failure or non-conformant QoS is detected so that the call is not disconnected from the second telephony device and a third device (e.g., IVR) can stream audio over the second audio path to the second telephony device.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for charging a battery of a first mobile device from a battery of a second mobile device. In particular embodiments, a request is received identifying an amount of charge to provide from the battery of the second device to the battery of the first device. Accordingly, a determination is made as to whether the amount of charge requested is likely to result in a battery charge of the second device dropping below a threshold value before the battery of the device is recharged based on historical battery charge usage data of the device over a past period of time. If the amount of charge is not likely to result in the battery charge dropping below the threshold value, then the battery of the first device is charged with the amount of charge from the battery of the second device.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for determining a pattern for communications conducted between agents at a contact center and contact parties. In particular embodiments, the pattern is based on a utilization of one or more information resources by the agents during the communications. Depending on the embodiment, the communications may comprise one or more of telephone calls, text messages, emails, and Web chats. In addition, in various embodiments, a particular information resource from among the one or more information resources is identified based on the pattern and is associated with a keyphrase found in at least two of the communications. Accordingly, as a result of the association, the particular information resource is made available to at least one agent at the contact center during a time the agent is fielding a subsequent communication in which the keyphrase is detected.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for determining whether a local time for a first party is within a calling window of time for originating a communication by a second party to a mobile device of the first party. For particular embodiments, information about the mobile device is retrieved by a computer-program application residing on the device. Depending on the embodiment, this information may comprise contact preferences, a current time of a location where the mobile device is located, a geo-location of the device, and/or a time zone for the location where the device is located. In various embodiments, once the information has been retrieved, at least a portion of the information is sent to the second party to be used to determine whether the local time for the first party is within the calling window for originating the communication to the mobile device.

Abstract: Technologies are disclosed for determining a best time to contact a party over a plurality of contact periods of time to achieve at least one of a desired outcome and a desired result. In various embodiments, the party has multiple contact types that can be utilized to contact the party. Accordingly, an optimal contact type for the party for each contact period is selected that identifies the contact type with a probability having the highest likelihood of achieving at least one of the desired outcome and the desired result by utilizing the contact type to contact the party during the contact period. A best time to contact the party is then identified as one of the contact periods based on the optimal contact types selected for the party for each contact period and associated probabilities.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for determining whether a local time for a first party is within a calling window of time for placing a telephone call by a second party to a mobile device of the first party. For particular embodiments, information about the mobile device is retrieved by a computer-program application residing on the device. Depending on the embodiment, this information may comprise a current time of a location where the mobile device is located, a geo-location of the device, and/or a time zone for the location where the device is located. In various embodiments, once the information has been retrieved, at least a portion of the information is sent to the second party to be used to determine whether the local time for the first party is within the calling window for placing the telephone call to the mobile device.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for providing a plurality of speech analytics engines in a speech analytics module for detecting semantic and non-semantic speech characteristics in the audio of a call involving an agent in a contact center and a remote party. The speech analytics module generates event notification messages reporting the detected semantic and non-semantic speech characteristics and these messages are sent to an event handler module that forwards the messages to one or more application specific modules. In turn, the application specific modules provide functionality based on the semantic and non-semantic speech characteristics detected during the call such as, for example, causing information to be presented on the screen of a computer used by the agent during the call.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for determining a pattern for communications conducted between agents at a contact center and contact parties. In particular embodiments, the pattern is based on a utilization of one or more information resources by the agents during the communications. Depending on the embodiment, the communications may comprise one or more of telephone calls, text messages, emails, and Web chats. In addition, in various embodiments, a particular information resource from among the one or more information resources is identified based on the pattern and is associated with a keyphrase found in at least two of the communications. Accordingly, as a result of the association, the particular information resource is made available to at least one agent at the contact center during a time the agent is fielding a subsequent communication in which the keyphrase is detected.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for determining a pattern for communications conducted between agents at a contact center and contact parties. In particular embodiments, the pattern is based on a utilization of one or more information resources by the agents during the communications. Depending on the embodiment, the communications may comprise one or more of telephone calls, text messages, emails, and Web chats. In addition, in various embodiments, a particular information resource from among the one or more information resources is identified based on the pattern and is associated with a keyphrase found in at least two of the communications. Accordingly, as a result of the association, the particular information resource is made available to at least one agent at the contact center during a time the agent is fielding a subsequent communication in which the keyphrase is detected.

Abstract: Systems and methods are disclosed for conducting an outbound call campaign that involves multiple abandonment rates. In various embodiments, one or more filters are applied to a call list for an outbound call campaign to identify a first sub-list of telephone numbers with a first applicable abandonment rate and a second sub-list of telephone numbers with a second applicable abandonment rate. In particular embodiments, the first and second sub-lists are apportioned into sets of telephone numbers and a predictive dialer places telephone calls based on a first set for the first sub-list while targeting the first abandonment rate over a first particular period of time and, after placing the first group of calls, places telephone calls based on a first set for the second sub-list while targeting the second abandonment rate over a second particular period of time.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for providing a plurality of speech analytics engines in a speech analytics module for detecting semantic and non-semantic speech characteristics in the audio of a call involving an agent in a contact center and a remote party. The speech analytics module generates event notification messages reporting the detected semantic and non-semantic speech characteristics and these messages are sent to an event handler module that forwards the messages to one or more application specific modules. In turn, the application specific modules provide functionality based on the semantic and non-semantic speech characteristics detected during the call such as, for example, causing information to be presented on the screen of a computer used by the agent during the call.

Abstract: Systems and methods are disclosed for conducting an outbound call campaign that involves multiple abandonment rates. In various embodiments, one or more filters are applied to a call list for an outbound call campaign to identify a first sub-list of telephone numbers with a first applicable abandonment rate and a second sub-list of telephone numbers with a second applicable abandonment rate. In particular embodiments, the first and second sub-lists are apportioned into sets of telephone numbers and a predictive dialer places telephone calls based on a first set for the first sub-list while targeting the first abandonment rate over a first particular period of time and, after placing the first group of calls, places telephone calls based on a first set for the second sub-list while targeting the second abandonment rate over a second particular period of time.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for determining whether a local time for a first party is within a calling window of time for placing a telephone call by a second party to a mobile device of the first party. For particular embodiments, information about the mobile device is retrieved by a computer-program application residing on the device. Depending on the embodiment, this information may comprise a current time of a location where the mobile device is located, a geo-location of the device, and/or a time zone for the location where the device is located. In various embodiments, once the information has been retrieved, at least a portion of the information is sent to the second party to be used to determine whether the local time for the first party is within the calling window for placing the telephone call to the mobile device.

Abstract: In various embodiments, advertising campaigns can be defined that incorporate technologies such as two-dimensional bar codes or embedded links in electronic material, for directing a user to communicate with a call center. For instance, in particular embodiments, the reading of a two-dimensional bar code may cause a communication to be sent to, and received at, the call center, where a calling campaign associated with an advertising campaign is identified using information associated with the communication. Likewise, in particular embodiments, the activation of an embedded link may cause a communication to be sent to a publisher, who sends a communication to the call center. Upon determining the calling campaign, an appropriate agent is selected and a communication, such as a voice call, is initiated to the user. In particular instances, if a no-answer condition is reached as a result of the communication, another communication may be scheduled for a later time.

Abstract: Technologies are generally presented herein pertaining to identifying a training topic for agents at a contact center. In various embodiments, these technologies comprise performing an analysis on communications conducted between agents at the contact center and contact parties over a time period. In particular embodiments, the analysis performed on the communications involves identifying a number of occurrences of a keyword or a keyphrase found in the communications between the agents and the contact parties. Further, in various embodiments, in response to the number of occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold, the technologies presented herein comprise automatically identifying a training topic associated with the keyword or the keyphrase, and then providing a training course to the agent.

Abstract: Various embodiments of the invention provide a tool for reviewing the content of communications conducted between parties. A communication is analyzed between a first and second party to determine the words present. A set of keywords are developed that represent a subset of the words determined to be present in the communication. Occurrences of the keywords in the communication are mapped to times at which they occur. An interface is provided to a user that displays a representation of the communication comprising an identifier, such as an icon, representing a particular occurrence of a keyword with respect to a timeline. The user can search, locate and review a corresponding portion of audio containing the occurrence of the keyword. This may involve playing the corresponding portion of the audio containing the occurrence of the keyword and/or displaying the corresponding portion of a transcript of the audio portion.

Abstract: In various embodiments, advertising campaigns can be defined that incorporate technologies such as two-dimensional bar codes or embedded links in electronic material, for directing a user to communicate with a call center. For instance, in particular embodiments, the reading of a two-dimensional bar code may cause a communication to be sent to, and received at, the call center, where a calling campaign associated with an advertising campaign is identified using information associated with the communication. Likewise, in particular embodiments, the activation of an embedded link may cause a communication to be sent to a publisher, who sends a communication to the call center. Upon determining the calling campaign, an appropriate agent is selected and a communication, such as a voice call, is initiated to the user. In particular instances, if a no-answer condition is reached as a result of the communication, another communication may be scheduled for a later time.