Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.

Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer,

Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.

Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.

Abstract: Embodiments of methods of handling call control events are provided. An example method includes receiving, at an interpreter, information indicating a call control event associated with a call from a calling party to a called party. The calling party and/or the called party are subscribed to the social network. The example method also includes providing, from the interpreter, messaging information generated by an application server based on the call control event and information retrieved from the social network for the calling party and/or the called party.

Abstract: A messaging system component provides for a screening of an incoming call from a telephony device of a plurality of telephony devices. The messaging system component is associated with a network and conforms to a signaling protocol of the network to communicate with the network. The messaging system component is located in a peripheral relationship to the network which allows for the addition of providing for the screening of the incoming call from the telephony device without modification to an architecture associated with the network.

Abstract: A messaging system component provides for a screening of an incoming call from a telephony device of a plurality of telephony devices. The messaging system component is associated with a network and conforms to a signaling protocol of the network to communicate with the network. The messaging system component is located in a peripheral relationship to the network which allows for the addition of providing for the screening of the incoming call from the telephony device without modification to an architecture associated with the network.

Abstract: A method of controlling the flow of streaming audio is provided. The method includes providing an application for receiving streaming audio and for controlling which streaming audio is sent to the user. The method also includes receiving voice commands, categorizing the voice commands as an interrupt-type commands or a streaming-type commands, performing interrupt-type control actions associated with the interrupt-type commands for controlling which streaming audio is provided to the user, and performing streaming-type control actions associated with the streaming-type commands for altering the streaming audio sent to the user without interrupting the streaming audio received by the application. The invention includes an interactive voice recognition system for controlling the flow of streaming audio to a user.